Name: Asos
Rating: 3.07

“I ordered bikini and got bikini bottoms, it even said on my delivery note that it was high wasted bikini, got in touch via web chat, not a sorry just an argument, even if the customer service person had said I'm sorry u feel that way and really believed she was correct that would of been a better customer service experience than a snotty reply, miss leading product and even werse customer service”

Helpful Report

Posted 5 years ago

“Product selection is amazing . Price is amazing. Website and app are amazing however Their customer consultants don't listen or use initiative to help I needed to verify exactly if I could deliver to a post office was advised YES you can guess what - you cant! ....the result? Paid $39 for express delivery for very important event Goods showed up 10 days later and I had to drive 75 km to collect them because no the post office cant accept them as I was advised after checking 3 times before ordering now ASOS disable my account because of returns behaviour! Wow - I spend a lot a year online what an insult and not taking responsibility for their own issue - ban me ? fine I can go to next or the iconic If the goods got to me on time for my formal event i would not have had to return them!. Do you realise because of the delay I actually had to re order the same goods 3 times - still didn't make it to me on time $1300 later.... and I was left without an outfit for the black tie event - that my friends is what happened - so sure ban me - but you also need to listen and resolve your process before banning customers”

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Posted 5 years ago

“My order was due to arrive a few days before I was going to be moving country. The day it was suppose to be delivered the courier tracking update said it was unable to deliver my parcel and to contact the sender as soon as possible. When I contacted asos they said they will rearrange the delivery to be delivered in two weeks. This meant it would be delivered after I moved country. I ask asos to just cancel my order and they said they would not be able to cancel my order as it was against their processes. So now I'm out of pocket and my parcel will be delivered to an address and country I don't live in.”

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Posted 5 years ago

“My order was supposed to be received yesterday, However, it was not received yet. I have tried to open live chats and no one is helping. I've opened a live chat yesterday and they assured me that if my order was not delivered yesterday they will look at it today. I opened a live chat today and they said I have to wait until May 5 which is 1 month from now!!. Another person ended the chat wile I was still talking. There are no details of my shipment whatsoever. I cannot track my shipment and I have no idea where it is. It's unprofessional for a company to send a shipment without tracking info and without the ability to support if the delivery period has passed!! All I get as a reply is to check with my local post office and provide them with the order #. There are plenty of local post offices in Lebanon and I can never assume which one you've sent the shipment with. I called few and they said they cannot help with just the order # and they want the tracking#. Very unprofessional support from ASOS!!”

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Posted 5 years ago

“I usually don’t review businesses, but after too many bad experiences with ASOS I won’t hesitate to do so. I’ve placed my order more than 2 months ago, after failing to arrive the first 2 times, one of the items I ordered was already out of stock, that was really unacceptable! After that they sent the order again, and they kept pushing the deadline until it never arrived. The customer service team is just unprofessional and not ready to handle customer requests and issues at all! They keep customers waiting for months until the order never arrives, and they steal the money. Shame”

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Posted 5 years ago

“DO NOT TRUST - Will never use again. Return items, everything all fine for 3 months and now all of a sudden I have a bill and im expected to still have proof of postage, after 3 months of it being returned!! They are refusing to help and now I had an overdue payment on my account effective my credit rating!!! By the looks of it Klarna will start to add more charges on too!!”

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Posted 5 years ago

“DO NOT TRUST!! BEING CHARGED FOR ITEMS I DONT HAVE! I had made an order which I returned over 3 months ago. After 3 months off it being cleared from my Klarna account, they have today just added it back to my Klarna account saying I owe money, so I owe money for items I had returned over 3 months ago! Obviously after 28 days since I returned the products and it being cleared from Klarna I got rid of the proof of postage as it was no longer needed!! I have tried a number of times and my issue hasn’t been resolved!!!!”

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Posted 5 years ago

“Where do I begin. The staff are uninterested in what the issue is the just send a random scripted answer back at you. It's no surprise they suffered 87% loss in.profit. company is a joke”

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Posted 5 years ago

“I bought some jeans and after one wash (following the instructions) they got very old, with plenty of white lines), i contacted them and they didn't give me any good solution.”

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Posted 5 years ago

“Excellent service I love Asos !! Have been shopping with them for a lot of years now and have always been mega pleased with the service ! Speedy delivery and always quick to help whenever any problems ! Keep up the good work x”

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Posted 5 years ago

“Shocked at how such a big company has such terrible customer service. My package arrived 2 weeks later than stated and the entire time they just kept telling me it’s on its way and to contact them again if I don’t receive it. They told me this 3x! When I got the products they sent me the wrong size. To get the right size they suggested I spend my own money to send the package back once they receive it they would refund the item and postal fees and I would have to repurchase if the item was even still available. So you mean to tell me I have to pay for shipping and duties twice because of a company mistake. Not to mention the duties are so high because they charge a “handling fee.” Absolutely ridiculous, they’re customer service agents are rude in a passive aggressive way.”

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Posted 5 years ago

“Will never use ASOS again!! Disgusting service! This company are going downhill with their service and horrible for how they treat their customers. Never again, will delete my account with them now.”

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Posted 5 years ago

“ASOS are an absolute joke. Their service is unacceptable and no wonder they are falling behind the likes of Boohoo and other retailers. I made an order over a week ago and 3 days in a row the delivery was attempted to the wrong address. And 3 days in a wrong I warned ASOS about this issue and asked them to contact the courier company but they never did and now without offering a solution they have jumped straight into a refund wishing 5-10 days only after they receive the good from the couriers. The staff on the live chat are also extremely rude and smart asses! Will never use them again.”

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Posted 5 years ago

“WHATEVER YOU DO - DO NOT USE ASOS!!!!!! I had an asos gift voucher and when I tried to use if to purchase items was told that I had to open an account. I therefore opened an account and had an email acknowledging the account had been opened and another email advising that my order was being dispatched. An hour later I received another email stating that after security checks my account had been closed!! Hmmm they took the voucher value but NO GOODS!! What a con! I have called customer services 3 times and each time they feel my frustration but can't do anymore to help. The person I spoke to promised that someone would be in touch,but guess what - NOTHING! They did suggest that I go back to where I purchased the gift voucher to get a refund which is rubbish because it has now been redeemed with asos and apparently sitting on the dashboard of my cancelled - 1 hour old - account. Their next suggestion was to go to my bank and see if they can get a refund of the purchased & redeemed gift voucher. So now I have got to find the time to visit my bank and explain all of this in the hope they'll get a refund back from the absolutely con-artist company. They don't even deserve the 1 star I gave to leave this review”

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Posted 5 years ago

“The worst customer service provided ever. Think twice before you order. Been 2 weeks still havent recieved my item, no refund no solution. Customer service team are so rude their only solution is to wait wait wait like the package will magically appear. They have not provided me with a refund even after requesting this several times. Poor service and no item”

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Posted 5 years ago

“I recently received the wrong article of clothing that I had bought on sale and when I spoke with customer service, they said to return the item and I would get a full refund. However when I went to buy the shirt again it was not on sale. Still, customer service said there is nothing we can do. I spoke with multiple customer service members and all were completely useless. I got nothing in return for a mistake that the company committed. I will never be shopping from here again and I recommend all others shipping products to do the same. Simply Terrible.”

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Posted 5 years ago

“I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.”

Helpful Report

Posted 5 years ago

“I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.”

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Posted 5 years ago

“baaaad baaad customer service + you pay for 2 day shipping and it takes around 5 days to ship LOL what a JOKE”

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Posted 5 years ago

“I have ordered many times from this company. They have great products, but THE WORST CUSTOMER SERVICE. If you lose your package, good luck getting answers because all they do is tell you to come back another day and they will help. I've been through this cycle for over two weeks now and am still in the process of finding out what happened to my order. There is no need for a 24/7 customer service team if all they do is deliver false promises. Super careless too, they pretty much tell you to come back tomorrow and close that chat.”

Helpful Report

Posted 5 years ago

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

Asos Reviews