Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,115 Reviews

51 %

of reviewers recommend Asos

Company Reviews

Questions

Metrics

3.1

Based on 2,115 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 73%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Avg Email Response Time	2 minutes
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Email:

care@asos.com

Write Your review

Tell us how Asos made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

FK / Asos Ordernumber: 907310320

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely horrendous experience with ASOS "customer service". Used ASOS for a number of years, were always my go to but never again. Returned items, didn't get refunded for them, chased this with "customer services" and I've now been going around in circles trying to sort it with them for getting on 2 months now. Every time I reply I receive an email from a different person asking me the same questions, so basically the mentality seems to be fob off and move on, never speaking to the same customer twice. I've provided tracking information which they're ignoring, I've told them I didn't order nor receive 3 of a certain item and they ignore me, why can't they check my order themselves?! Surely they have access to this information! The worst experience I've ever had with a company and I will never shop with them again. So many other companies who have the same offering, no need to put up with sub standard service like this.”

Helpful Report

Posted 1 year ago

“This company is scamming you. I returned a skirt in June 2023, and I still haven't gotten my refund and it is now mid December 2023. I've been in contact with customer service THREE times, being promised that a refund is on its way. I haven't received a single penny. I talked with customer service a FOURTH time, and was sent something that was supposed to be an explanation to why I had not received my money and why I now no longer was getting the refund, which I had been promised three times before. After reading through the message, not understanding the reasoning, they just ended the chat, leaving me with more questions. They didn't even give me a chance to answer and ask questions to why my refund now got changed. They sent me the message an instantly ended the chat. I don't know what to do but I'm so frustrated and angry. They don't seem to care, and I don't have any trust for this company anymore. I've been a customer for years, and now I will never buy a single thing from them ever again. This company needs to check their refund systems and get better people to work in customer service. I'm not the only one getting scammed. I've found A LOT of stories from people getting into the same situation as me, getting ignored and not getting the help they need. This is a horrible company that scams people out of their refunds. There is no trust and I hope the go bankrupt. And to the people I talked to last, Yash and the supposedly floor manager Sauvik, I hope you get fired.”

Helpful Report

Posted 1 year ago

“Pathetic app to shop from. Only customer care chat, no calls. Chat keeps getting dropped or the inhuman staff keeps disconnecting the chat without bothering to resolve issues. I made the mistake of ordering from this brand. I got message that my eagerly awaited shipment was out for delivery. Once it came, I realized it was someone else’s order. I raised the issue and an agent confirmed my order was lost in transit and they told me they will issue my refund if i return the incorrect order i received. I returned the order and i still did not get refund or replacement of the items i actually ordered. i tried getting their attention on social media and they literally reported me. that’s how pathetic their customer service is. it’s been more than a month without a resolution. They are scammers and thieves stealing from customers under the guise of a website/app that looks legit.”

Helpful Report

Posted 1 year ago

“What a horror show in customer experience, they read from a pre set script, no one cares to investigate properly delivery issues. Be ware when ordering from ASOS and don't select the click and collect option! I placed two orders 882329064, 881117919 during their back Friday within a few days of each other. I selected the click and collect option, to collect at a DHL pick up location, Hema, Beek. I received an email that the package was delivered at the DHL pick up point....but not an email with a QR code that is necessary to collect it. I also never received an email that it was ready for collection only that it was delivered to a DHL pick-up point with a signature on package 1 with the name Zoe, and package 2 the name Roel I went to the DHL pick up point three days running, they said that that delivery did not exist in their record and they could not find my package. I begged them to keep searching and they could not find it and said the package did not exist in their system. I contacted DHL by email, by phone, by chat they said they can do nothing for me if I am not the sender. By day 5 the packages were being returned to sender. I contacted ASOS from day 1 and they kept asking me questions as if it was a home delivery and if I am sure that it is not at a neighbour or left at outside my house. I kept explaining that it was a click and collect package which is also indicated on the order and they keep asking me these questions, to check with neighbours! Further when the package was returned to sender they are asking me if I refused the package,,,after I explained what seems like a million times the situation. If anyone took the time to investigate, it is clear, the service level with DHL was wrong either through their or DHL's fault. I selected Click and collect but the service level was still home delivery. So they delivered it to the parcel shop and it showed as a successful delivery to that location, the end. But it was not then passed through the flow of a parcel for collection so the pick up location could not see it. I spent days contacting, calling, emailing chatting with ASOS and DHL but no investigation really took place. Horrible customer service! Stacey Metivier Netherlands”

Helpful Report

Posted 1 year ago

“Scam website they robbed hard earn money they have no contact no for complain.”

Helpful Report

Posted 1 year ago

“The company's changed and for the worse, unfortunately. Terrible customer service to begin with, going around in circles no one knows what to do or how to handle the case and I'm being given no indication or reasons to the truth of my subject matter. Cancelled order, blocked account but then allowed to place a second order within the time everything was getting cancelled/ blocked then my account was re-instated with no explanation as to why it was blocked in the first place. They've also stopped exchanging? What kind of clothing company as 'big' as ASOS does this? On top of this 20% off code as a goodwill gesture - when I can get this myself through a referral scheme? Pathetic beyond all means imaginable.”

Helpful Report

Posted 1 year ago

“If you're an ASOS customer, you'll want to read this. I was a loyal customer for years, mostly as a 'premium' member. This is what they did to me... Yesterday, I received an email from InPost confirming that an ASOS return left in one of their lockers had been 'lost'. I contacted ASOS and got a refund (£72). Fine. While checking my PayPal account, I discovered that two other ASOS returns hadn't been refunded. I'd posted them in the same locker on 21 October. I checked the tracking on them and both were "in transit" - i.e. "lost" or, as is more likely given the pattern here, "stolen". So I contacted ASOS again and spoke to a helpful chap called Nitesh. He confirmed in writing that he'd these two returns: one for £170, the other for £355.88. Great, I thought. I got emails confirming the £72 and £170 returns but not the £355.88. Probably just a delay in the system, right? I'll check in the morning. Well, today I wake to an email from ASOS that reads: "After an assessment of your account, we’ve made the decision to not process your claim as your account activity is not in line with our Terms and Conditions. Your account has been deactivated and we’ve made the decision to not accept any further orders from you. In the event that any orders are placed on a new or any associated accounts they will be automatically cancelled and your account and any associated accounts will be deactivated, as per our Terms and Conditions." No explanation, no more ASOS account and, importantly, no refund (despite me having it in writing). I immediately went to the customer service chat and they told me that this decision had been taken at the "highest escalation" (whatever that means). I asked for an explanation and was told they couldn't give me one because my account had been closed. At this point it's bordering on a weird Kafka-esque nightmare. My returns get lost/stolen and for some unknown reason my account gets cancelled and ASOS decides to keep my £355.88 (sounds a bit like fraud to me) - but they won't tell me why. What's weirder is that, according to the email, if I take this up with PayPal, ASOS will "be able to provide information to them regarding your account to support their investigations." But I can't have that information? Is there a complaints email? No, I'm told. How do I contact someone more senior? You can't, I'm told. It was only when I produced the written promise of the £355.88 refund that they said they would pass it on to the relevant team, who would then email me. Assuming that's fruitless, what do I do? I can go to PayPal and spend an age trying to get my money back. But that doesn't get my ASOS account back or make up for the stress. So I've come on here to warn other customers and hope that someone reasonable from ASOS reads this and does something about it (refund, reinstatement, apology, maybe a token of their regret at treating a long-time customer like this). Because it's so bad it's almost unbelievable.”

Helpful Report

Posted 1 year ago

“Asos is the cheapest customer service you can have, short expiry dates on gift cards so they can steel the money. Big theifs...”

Helpful Report

Posted 1 year ago

“Very bad experience and they dont reply on emails Changed policies without letting us know And they charge too much as a return fees”

Helpful Report

Posted 1 year ago

“They blocked my account for a package that was lost by UPS! I went above and beyond to look for it, I returned the package never got my money back! Scams. Their specialist team doesn’t exist. They literally suck”

Helpful Report

Posted 1 year ago

“I got my parcel and they sent me all wong items so I sent the parcel back with everything. I got a refund of half of the money i paid????? isn't that crazy?? they said I have sued a code promo this is why I did not get the full amont I tired to explain to them but dont yo see I did not keep any time? I WILL NEVER EVER BUY THINGS WITH THEM”

Helpful Report

Posted 1 year ago

“These people are frauds and scam artists. 2 items of our order were fraudulently mislabeled. They refused to refund our money at every turn. Two of the customer service agents that I spoke with were named "Prince Arthur" and Babyjeane." You can't even make this stuff up it's so horrendous. There is a reason that this company has an F rating with the Better Business Bureau. Do not do business with these people. The thieves don't deserve it.”

Helpful Report

Posted 1 year ago

“I have been a loyal customer of ASOS for at least a decade now. However, I recently bought several clothing items from ASOS (over $150) that did not fit well and needed to be returned. When I bought the items, the product page for each item clearly said "Free Returns." I bought them under this assumption and there was no indication on those websites that these were Final Sale items. The majority of retailers I have bought from online always indicate "Final Sale" on the item's page as well as during checkout to clarify that the item is non-returnable. Not so with ASOS. They bait-and-switch you and only indicate that items are Final Sale when you are checking out. If you are not careful, as was the case with me this time, this is the only time they mention that the products are Final Sale. I contacted ASOS Customer Service and they were unwilling to admit the discrepancy between their product pages and their checkout pages. They refused to allow me to return anything even though I was willing to pay for return shipping. They are basically lying to customers with products that are discounted and saying "Free Returns" until you checkout and can easily miss small text saying items are non-returnable. After this, I will not shop from ASOS again.”

Helpful Report

Posted 1 year ago

“Avoid Asos at all costs. 25 % of customers have a terrible 1 star experience. I am one of those. My first time using asos and half of my items were missing from the order. I contacted them and they said I would receive a refund. Then they block my account . I them again and they unblocked my account and said I would receive a refund and they apologised. Then they blocked my account again and said I won't be receiving a refund and they told me to ask my bank to so something about it. I've lost £250 worth of products. This is a breach of my consumer rights but they don't care. ASOS seems to think that because they are a big company they can do what they want to the ordinary people struggling to get by. Very dissatisfied. I will very contacting consumer rights and citizens advice. I do not believe that the way this company does business is fair or honest.”

Helpful Report

Posted 1 year ago

“Next day delivery is not next day. More like day 4. Used to shop all the time on asos because of the next day delivery - really pared back my buying because of this”

Helpful Report

Posted 1 year ago

“As you place items in your shopping cart, ASOS encourages you to spend $120 and receive a 15% discount or $200 to receive a 20% discount. Our most recent order was above $200. After we returned one item, the order dropped to $160. However, when processing a refund, ASOS completely removed the discount, rather than re-applying, as promised, the 15% discount. So the return for a $45 item was $6. This is misleading, at best, and borders on fraudulent. Deeply disappointed in ASOS’ recent approach to customer service, especially after being loyal customers for many years and recommending the site to many friends.”

Helpful Report

Posted 1 year ago

“Make sure you check your refunds for returns! I never usually check which is my fault but spotted the latest return refund was over £400 short! Basically 8 items and only refunded 1. I’m sure there are many people they are doing this too and it soon adds up in their bank account!”

Helpful Report

Posted 1 year ago

“dissapointing, after years of buying from ASOS, i will never use them again frustrating and poor customer service, Ableist, and all they care about is money, not keeping customers long-term. Not to mention how disgustingly unsustainable it is to knowingly not return items that will never be worn because they don't fit. I have been buying from them for years, spending £100's per month, this month alone i have spent £600, but they could not authorise a return for a couple of small items that dont fit as i have just missed the 28 window. I missed the window as i have been on holiday and when i got back, as i am disabled and immune-supressed so had to isolate. I assumed they would be compassionate and allow me to send the items that don't fit back on this exceptional occasion. But they chose to not assist me and lose me as a customer and make me feel small for having a disability. I spoke to Carla Marie and Sumran via the customer service chat and i made it clear to them i felt discriminated against, and really upset, and ultimately i would never shop with asos again. They did not care. Date of experience: 31 July 2023”

Helpful Report

Posted 1 year ago

“Refunded me £1 for 2 items I returned that I paid £45 because I used code ASOS20 for 20% off over £200 and the returns took the order value below that. A few days later the products were both 20% off during one of ASOS’s 20% off almost everything sales anyway!!!! Why not just have lower prices and stop messing customers about? I asked customer service to help and after 45 minutes on chat and escalating to a manager they were unwilling to offer any solution. I suggested that they apply code ASOS15 which was available at the time, they refused. I asked for the products back, they refused. I’m so disappointed, ASOS has always offered a really great service.”

Helpful Report

Posted 1 year ago

“ASOS was my favourite place to buy all my clothes from and I’ve spent thousands on it over the years. However, more recently, their returns and customer service has been shocking! I haven’t returned a parcel in the last year without there being a problem. They are always trying to say you haven’t sent everything back that you have and when you get in touch, they make you out as if you’re a liar! I’ve ended up just paying the full lot on several occasions because I can’t be bothered with the hassle and the long waits on the live chats. I’ve now deleted the app completely as I just don’t trust or respect them as a company anymore!”

Helpful Report

Posted 1 year ago

Asos is rated 3.1 based on 2,115 reviews