Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,106 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

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care@asos.com

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FK / Asos Ordernumber: 907310320

Anonymous // 01/01/2019

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“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

“Get ready to get blocked once you want to return wrong or damaged items. They didn’t say why they blocked they just said I have to pay for return shipping fee which I’m their return policy it says it’s free. If you look them up you will see that has happened to many people!”

Helpful Report

Posted 1 year ago

“I placed an order and not even half of the products arrived. Of course, I didn't get the most expensive products (makeup from Charlotte Tilbury). I then spoke on their website chat with an assistant and they confirmed that they would send me others. The next day I received an email that they closed my account because I did not accept the terms and conditions. I sent a message on the chat again because they don't talk on e-mail so they don't have any kind of evidence. On the asos live chat, the conversations disappear after they end, so only they can see them. They told me to contact my bank to return the money. Over a month and a few days have passed and they do not accept my request for a refund saying that I actually received the products. Initially, as I said, I didn't even want the refund, I just wanted my products. I didn't think you could play your customers so badly.”

Helpful Report

Posted 1 year ago

“Terrible store, blocked and did not return the money. Order No. 827226097 04/26/2023. https://post.kz/services/postal/CP052005839KZ Refund not received: £211.97 (the amount of my money that the store misappropriated) They returned part of the order to them, but they simply blocked and did not return my money. They don't care about their customers, saying that they can't solve the problem they created themselves. Never mess with them - they are not adequate. Is it possible to unilaterally so unscrupulously?”

Helpful Report

Posted 1 year ago

“Bought a bikini from ASOS - had to buy the top and bottoms separately as this was the only option. Quality very poor and the first time I wore it the bikini top broke - wire poking through the fabric into my chest. I had already worn it so unable to return. I contacted ASOS who agreed to refund the top but not the bottoms as "they are not a set"?! The bottoms are now unwearable as they don't match anything else I own, and the thing that frustrates me the most is the inability to speak to a rational person who understands that this stance is ridiculous. I will never be shopping with ASOS again. I've never encountered such frustrating and deliberately obstructive customer service.”

Helpful Report

Posted 1 year ago

“Scam. Try and return some items. Youll be hot with a huge reduction in your actual refund”

Helpful Report

Posted 1 year ago

“They don't deliver directly to your house in Canada. They say they deliver but they actually don't. They don't take accountability for not delivering what you ordered either, so buyer beware! You'll have to wait a month for a refund. You'll have to drive and pick it up inconveniently elsewhere out of your way because they use "Landmark" who will put an automatic hold on the delivery of your purchase (for no reason other than to greatly inconvenience you) which causes further days of delays, so theres absolutely no way you'll get what you want on time or in any timely manner!!! Then "Landmark" uses another shipper "Canada Post" to actually hold your purchase and not deliver it to you!!! So it is very very very very time consuming for the buyer. I won't ever be ordering anything from these "Asses" again because they don't deliver and they arn't accountable!!! You might as well go to the mall where it's convenient and buy exactly what you want because it's faster and more convenient for the buyer!”

Helpful Report

Posted 1 year ago

“Long standing customer with Asos and have spent 1,000s on the site. But after dealing with customer service I will be spending no more with them, such poor treatment of customers that I cannot reward by spending more with them.”

Helpful Report

Posted 1 year ago

“ASOS REFUSE TO HONOR THEIR OWN POLICY. The website clearly says "orders being shipped from the US to Canada that are under CAD $150 will no longer be subject to duties"... But I was asked to pay fees on delivery, then I contacted Asos who says this policy is for USA only (LOL it clearly says "Orders to Canada"). After wasting 30 minutes waiting in the chat due to "technical issues" the person i talked to was very rude, didn't care about me, couldn't even read their own policy, and scammed me pretending I had to pay the fees.”

Helpful Report

Posted 1 year ago

“My account got blocked at Asos… for no reason. I had still a return at home for €700,- they send me an address we’re i need to send it to. Now 2 months later still no money back, no communication. They are still saying a specialist team is contacting me. But that is never happening. I’m a very loyal customer over the years now. I can’t shop again because i’m blocked and i miss €700 euro money.. awfull company with an awfull customer service. Think twice before you order!”

Helpful Report

Posted 1 year ago

Asos is rated 3.1 based on 2,106 reviews