Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,116 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,116 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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“Customer service is shocking!!!!!!! live chat is awful, so unhelpful, rude and they end chats while your talking!!! Anastasia is very rude! awful awful customer service.”

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Posted 5 years ago

“Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever !!! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me !!!! What kind of specialist ?? Really? You need a specialist to contact DPD and find out where is my order ?! Where are your customer service skills???? How can you disconnect a chat that customer started without sorting out the issue or at least trying?? How can you finish the chat before the customer is happy with the outcome??”

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Posted 5 years ago

“Terrible place to shop complete scammers can’t ecen get in contact with a live person.”

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Posted 5 years ago

“If I could give 0 stars I would. the worst customer service I have ever experienced. Only option is to email or live chat. Emails go unanswered and live chat is the worst service I have ever encountered. I have been waiting 1 week for an order which I paid extra for next day delivery. I have been on live chat 5 times, every time, they tell me to get back in contact the next day and then end the chat. Appalling company.”

Helpful Report

Posted 5 years ago

“DO NOT TRUST THIS COMPANY! I had previously ordered from this company on several occasions, however I will never again. I have had an ongoing dispute with ASOS since July 2018 and it still is not resolved. They have scammed me for £545.00. I ordered several items from them on June 30th and when they delivered my parcel no one was at home, so rather than leaving a note to re-arrange the delivery or leaving it at the post office they left it with my neighbour without my permission. Firstly this is against consumer rights. Secondly I received no text/ note to let me know my parcel was left with my neighbour, until my neighbour knocked on my door to give me the parcel. When I received the parcel from my neighbour, firstly it was a lot smaller than I had expected and secondly items were missing. Now I trust my neighbour and the package was fully sealed, therefore I know my neighbour had not taken any items but my most expensive items were not delivered. I had received goods worth £55 and the remaining items were missing. I have called ASOS several items about this, I have contacted my bank and raised a dispute, however ASOS refused to give the money bank. I have also spoken to Citzen's advise and sent ASOS letters and emails with no reply. This company is the worst to order from, they claim they have closed my case and no one will speak/ answer me. I would highly recommend not ordering from them and I have never dealt with such an unprofessional, scam company in my entire life!”

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Posted 5 years ago

“Paid for premium delivery useless told it was despatched on the phone called again and order is still at warehouse a waste of money £9.50 for premium delivery”

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Posted 5 years ago

“Awful delivery. Even though I am paying for next day delivery, the packages NEVER arrive on the next day.”

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Posted 5 years ago

“l placed an order and paid for next day delivery, as lam writing now it's been 3 days now, l still haven't received my item, l have called customer service twice but they were so rude, one cut the call and the second one threatened to cut the call because I was complaining too much,l will never use asos again, this was just my first time, but I never and ever do business with asos again”

Helpful Report

Posted 5 years ago

“I have had many small squabbles with Asos, because there is almost always a little problem with any order. But I looked past it because solving it would not be worth the effort it would take and because ultimately the prices so cheap. However, it has happened REGULARLY that they claim to not have received my returns, so you want to hang on to your receipts for dear life or you lose everything. In total, I have probably lost well over 300 pounds because Asos claimed they didn't get my returns. This time, however, was even worse; I ordered a few items for my upcoming vacation two weeks before my flight. I purposefully checked the tracking info and stayed in 2 days in a row, not leaving my flat, waiting for my parcel. Asos sent me emails 3 times claiming I was not in and they could not deliver the parcel, however, both I and my flatmates were in the house and we KNOW that a delivery truck probably didn't even pull up (we would have heard that). So I contact Customer Service and tell them the issue. By this point, 7 days have passed. They say they cannot redirect the order to be re-sent to me; it's their policy that after 3 "failed" delivery attempts, the order goes back to the warehouse and is processed as a return. I make sure to understand this correctly; they said I'd have to reorder all the items I wanted again in a different, separate order because the first parcel was definitely going to be processed as a return and I would receive my money back for that. To make sure, I did tell them I was not going to be in much longer as I was going on holiday and they said they understood and would not send me anything. (A side note here; the customer support person was incredibly rude and passive-aggressive. The lady later was nice, but still unhelpful.) Fast forward to today; 16 days after first placing the order, it has reappeared and was delivered while I am on holiday. I am not going to be back for a month and when I tell Customer Support about the issue, they say there is nothing they can do and that if I want to return anything after I am back from my holiday, I would maybe get a gift voucher. I am incredibly upset because I did nothing wrong in this situation and Asos does absolutely not care. And they never do, so do yourselves a favour and shop somewhere else - Asos' prices are not worth the headache and in 80% of cases, you'll probably want to return stuff anyway; and that is where the real nightmare starts.”

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Posted 5 years ago

“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”

Helpful Report

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.”

Helpful Report

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!!”

Helpful Report

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!!”

Helpful Report

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.”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,116 reviews