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

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

“So easy to return with reusable postage bags and system that links to a post office label they print off for you at the post office and it’s free to return.Quick refund and keep you updated all the way. Next day delivery for a year at just under £10 absolute bargain!! They have so many clothes and option even their own brand is such good quality. I don’t need to shop anywhere else. I used to find that the items I wanted where never in stock but I just put my size in now so I’m not seeing anything I want but can’t have .”

Helpful Report

Posted 3 years ago

“We returned an item in January 2021. ASOS have an agreement with Fastway in Ireland with ASOS. The item was lost somewhere by another carrier once it left Ireland apparently and ASOS have frustrated our every request to refund our money. First they ask for the tracking number, when you provide that they then ask for something else and then something else after that. We’re very patient but they have gone out of their way to make sure we just forget about the item we’ve returned. We’re hugely disappointed with their approach and would be very wary about buying from them again.”

Helpful Report

Posted 3 years ago

“Well, look. Convenience and choice aside, ASOS has some of the worst and dodgiest customer service going. They have screwed up multiple times with me over the years, but recently they refunded half what was owed, then when they finally refunded the rest, they sent it to my ex’s card, after telling me they’d send it to my PayPal (I have screenshots of this, but they told me they don’t care and they’re keeping my money). So, yeah. Shop with caution, because they don’t care about their customers at all.”

Asos 1 star review on 24th February 2021

Helpful Report

Posted 3 years ago

“This company is running what seems to be a shipping scam in which they promise free shipping, but unload delivery fees to the end user only at the post office. But their refund can only be initiated once the item is received (which also requires a hefty postage fee). So you have no choice. Even if you wait for the Post Office to just return the item to sender, you run out of time to meet the exchange window. Customer service representative handling the issue gave us no solutions except to go on and on about how there was an issue with this and that. So we decided to eat the cost of the fees, but we will never be shopping here ever again. This is not what a global retailer should be. Highly discourage others from shopping here.”

Helpful Report

Posted 3 years ago

“I wish it could give it -100 stars but will have to do with 1 star WORST COMPANY and WORST EXPERIENCE EVER! This is my first time writing a review - experience was so bad that I had to write one. I will just say that I have experienced better service on ebay and that's saying something. NEVER AGAIN!! KEEP AWAY!!!!!!! I ordered a 5 pack of an item, they sent me a 3 pack. I requested they send me another two as they set me only 3 and I ordered 5. I provided images not only of the three items but of the packaging including the tracking number and barcodes on the shipping label and it clearly says "3 pack" on it. They refused, they said first I need to send the first three back so they can 'verify' it which will take 7 business days and then perhaps give me a refund, and perhaps not. I don't have time for this nonsense, I work all day every day and need to hold my job. They had all the details and photos and they could easily check all the details, check the barcodes, check their warehousing and inventory management systems and check what they sent me, but they refused to and instead sent me a bunch of hoops to cross through, in the hope that it would be too much and I would just forget about it. Well I havent and I will never shop with them again! Even eBay once you send photos, they check what they have sent you and if you are correct they will send you the missing pieces without hesitation - I know because it just happened to me on ebay.”

Helpful Report

Posted 3 years ago

“AVOID terrible service. Sent wrong item then wouldn't offer the discount price for a replacement even though it was their error. Buy elsewhere.”

Helpful Report

Posted 3 years ago

“I was disgusted with ASOS. I ordered a pair of shoes and a skirt for my wife's birthday. They sent me the shoes two sizes too small and the skirt was also sent two sizes too small. I do not have the time to return items and nor should I have to. I confirmed the sizes I ordered on my order details. Stay well away from this company they are a pack of cowboys. Oh and don't try and send them an email because that is an impossible mission. Ron”

Helpful Report

Posted 3 years ago

“Absolutely shocking service rubbish customer service no help what so ever rude and patronising. Loose your orders don’t notify you, don’t help when contacted for help, don’t stick to what they say and lie about resending it checked with my delivery company and they didn’t even receive the parcel and ASOS said they sent it out but they didn’t”

Helpful Report

Posted 3 years ago

“Really poor service they lost my order and didn’t update me nearly 2 weeks on and still no order received ... terrible customer service been pasted on to 4 different people to help me and none succeed still have no idea where my order is or what there going to do to sort it asked for them to resend it on next day delivery no reply or attempt to help”

Helpful Report

Posted 3 years ago

“Took 2 effin weeks just to dispatch something from the wharehouse. Don't bother shopping here.”

Helpful Report

Posted 3 years ago

“Products don’t fit to size it’s always a guessing game. A lot of stock not in stock. Worst part of all is your experience of something goes wrong, this is when you truly see how much you are valued or not as a customer. My order never arrived, the picture DPD left was of a different address entirely, I went the address the front doors were wide open (as they were in the dpd picture) and there was builders in and out. It is a block of flats and was left in the entrance so anyone could have picked it up and walked away with it. Never the less 10 days later and no update, replacement or refund. I chased many times and even encountered a very rude advisor although the rest were polite. I wanted to share a video of the address versus me going into my home or a anything to provide evidence and no! I have to keep waiting and am £100 down. To top it off it was my birthday and I ordered some new jeans to wear for a birthday dinner that never arrived. Now I have come to see ASOS does not let you give feedback or review their service. They only allow for feedback on products or technical faults so they don’t effect their score. This is shocking and just overall I’m super upset. Ordering online is not the best at times but I have never had this issue so maybe this is normal. I just wanted some birthday jeans.”

Helpful Report

Posted 3 years ago

“Completely unhelpful customer service, reading through these reviews I totally agree that they are a sham of a company.. I placed an order on the 16th December and returned some items on the 23rd (before Christmas as I wanted to abide by their returns policy and factor in for postal service delays). It was returned by their free return policy and they say it never arrived. Placing the onus on the end user to chase up a return on a courier that they have a contract with seems unusual, not to mention that their customer service are unhelpful, lacking compassion and unwilling to actually provide "customer service" I won't be ordering any further items from Asos..”

Helpful Report

Posted 3 years ago

“Ordered some van look alike sneakers for my boyfriend and an earring so that I can complete the amount for pay in 4 and I recieved yesterday, on the exact day they said it would arrive! Ordered on February 5th, got here February 9th. Shoes are heavy and good quality I'm surprised considering their low price. I'll def be ordering from here again”

Helpful Report

Posted 3 years ago

“Ordered some van look alike sneakers for my boyfriend and an earring so that I can complete the 30 dollars for pay in 4 and I recieved yesterday, on the exact day they said it would arrive! Ordered on February 5th, got here February 9th. Shoes are heavy and good quality I'm surprised considering their low price. I'll def be ordering from here again”

Helpful Report

Posted 3 years ago

“Totally dishonest company. Look at all the reviews and trust that they are dishonest thieves. My experience was horrible. From a lack of customer service, bot generated email replies, and emails that you cannot reply to. They hope you will get frustrated and then they will get to keep your money. If you have an issue with your order you will not be able to get an actual person to reply. I even tried the live chat feature and the person simply stated another team would be notified and would send me an email. Total joke and they deserve to be called out for being such a unprofessional company.”

Helpful Report

Posted 3 years ago

“These are thieves who do not want to send a contract or do not want to make a refund, and the help there is negligible. You have to write 4 emails to which you will not get a reply, only from the bot and then you have to write in live chat and if someone is kind to you there will help, then you are lucky I do not recommend it.”

Helpful Report

Posted 3 years ago

“Don't buy from Asos. I am waiting for a refund of £80 for a dress I sent back in December. They had notified me due to covid my refund will be atleast 21 working days, that was February 3rd. I have now been informed my refunded was not processed so will take an extra 10 working days. Disgraceful service. Both agents were rude ans un helpful, quoted there policies when asked why ny refund is taking over 2 months”

Helpful Report

Posted 3 years ago

“After being insulted by a returns agent that has no clue about an item because they cannot see the item, I have decided that ASOS are rude, immoral and definitely should not be trading to the public at all if they cannot sort their attitude. If you return something be ready for personal comment in your inbox. Extremely unprofessional and rude. Bear in mind we treat our home like a hospital ward due to us having been through cancer treatment...things aren’t just clean in our home they are sterile. Disgusting judgment by asos”

Helpful Report

Posted 3 years ago

“Please AVOID this company! I had ordered from them a few times and every time I only had so many issues. Their service is TERRIBLE, delivery and refunds are TERRIBLE (Hermes is the courier). After so many issues I stopped ordering for years until I got a gift card from someone. Well, guess what - only issues I had. Never received my parcel and have been waiting 1 month for a refund - on live chat if you get through customer service advisors just do not reply to you and after 30min all you can do is close the chat without 1 single response. I have sent a complaint, emails, and no answer whatsoever. They are honestly the worst company I ever used in my life in every aspect and the most unreliable. Also, when I tried to review them previously explaining what happened directly they just deleted my review and emailed me saying that it has been deleted. Avoid!!!! Avoid!!!! There are other online companies that provide similar services.”

Helpful Report

Posted 3 years ago

“I bought sunglasses, but they sent me quickly, but when I opened the package, I was shocked - the sunglasses were broken, one arm of the sunglasses was separated. Of course, I sent it back at my own expense. Thanks, never again”

Helpful Report

Posted 3 years ago

Asos is rated 3.1 based on 2,116 reviews