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

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

“I had a good experience before, until 4 weeks ago when I did not see my 2 parcels arriving, and wanted to get more information on the matter on the online chat, the customer care of one of them was disgusting. He was showing me how much I bored him and That he did not have time for me. But I was happy when a few days ago the customer care of asos messenger helped me to get my money back. However today when I wanted to order back my stuff I saw that asos shipping fee jumped for 4usd to 31.68 usd. And free shipping from 31.68 to 315 usd. Honestly I live in a small country where the salary is not that great and if the shipping price are jumping that high I prefer to look for another online clothing site, as for us its quite expensive. And when my friends and relatives got to know about it their reaction was the same. I don't think I will ever buy there again.”

Helpful Report

Posted 5 years ago

“I was in the ASOS customer service chat, I spoke to Dani and they where not helpful at all . I explained the situation and the right thing to do would be to help but she dismissed what I said. Disappointed never ordering from there again. They only care to take your money and then proceed to not in return provide quality service. In other words they’re scammers .”

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Posted 5 years ago

“If I could have given less than one star, I would have. Placed an order valued at over £100 and it was delivered to the wrong address. When telling ASOS about this they told us that it is a civil problem and we will need to find the parcel ourselves. No offer of replacements or a refund despite us mentioning that we are protected by the consumer rights act. Not that they were too bothered about that. They just kept sending the same pre-canned responses. I have asked to speak to a manager 3 times now and they aren't even acknowledging my request. I've been a customer of there's for years now and have spent thousands of pounds during this time. If this is how they treat loyal customers I can only imagine how they treat new customers! AVOID LIKE THE PLAGUE.”

Helpful Report

Posted 5 years ago

“Excellent service, fast and free delivery and option to try before you buy.”

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Posted 5 years ago

“Premium delivery is a scam!! Don't sign up for it! I paid for UK premium delivery and assigned a next day delivery to a London address. Not only they failed to show up, lied about re-deliver later the same day, they even deliberately changed the delivery day without my consent and sent me a notification to "confirm my request to change the delivery date" which request I've never made!! Custom service team is a joke, I cannot get any helpful advice. They literally told me, the delivery date is an estimated date, there's no guarantee. Then why on earth did you charge your customer more for "premium delivery", ASOS?? I like your clothes, but your service quality is unbelievable poor! Please train your staff well enough before start providing so called "premium service"!!”

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Posted 5 years ago

“I love ASOS, there isn't any other shopping site online that is as easy as this site to order buy and return clothes. I no longer shop on the high street. ASOS is the only site I buy all all my clothing.”

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Posted 5 years ago

“TERRIBLE SERVICE GOT SENT WRONG ITEM BECAUSE IS OUT OF STOCK BUT WAS TOLD IT WAS IN STOCK I MESSAGED THEM AND THEY THEN SAID I HAD TO DO ABOUT A THOUSAND STEPS TO SEND IT BACK, WILL NEVER SHOP HERE AGAIN SO DISSAPOINTED NEVER WASTE TIME OR MONEY HERE”

Helpful Report

Posted 5 years ago

“Terrible when anything goes wrong Fine when deliveries go to plan but so incredibly unhelpful when something goes wrong! You can only talk to them on social media or live chat so you have to wait ages for a response and then when you finally get it all they do is spout the same rubbish that is no help what so ever. I have premier service (cost £9.95) which guarantees next day delivery and they're saying for me to get back in contact with them if I haven't received the order 10 days after I ordered it. They refuse to cancel and refund the order or reissue the products”

Helpful Report

Posted 5 years ago

“Really disappointed with their service. I delivered items to Australia using my correct address and both parcels got returned to the UK. I attamepted to speak to Asos employees asking them to divert the parcel to the post office as their couriers couldn’t locate my address (even though I’ve had loads sent there before) and got told that there is nothing they can do. My items are now out of stock and Asos employees couldn’t even offer me free delivery or a discount code for the inconvenience! I expected more from this company!”

Helpful Report

Posted 5 years ago

“Bought the shoes on sale. Extremely poor and very very cheap material used. If it wasn't for design I wouldn't have purchased it. Just tried it on to check comfort and walked around, and the back of my heal started bleeding coz of the material. Zero comfort. Wish I could upload a picture of it. Waste of money. Feel like swearing on them.”

Helpful Report

Posted 5 years ago

“I wish if I could give "zero" star The order 370697368 arrived 3 weeks late. Since the order arrived late, I did not open it and decided to return it back. The tracking number showed the order already returned back to ASOS. Now, it is more than three months fighting with ASOS to refund me $195.5 and they have not issue it yet. They are trying not to refund me without any valid reason. I will sue asos.com. I was a regular customer with ASOS.com but now I will not buy again from them. Be careful. Don’t buy from ASOS.com. The worst customer service I have ever deal with.”

Helpful Report

Posted 5 years ago

“Really great selection of clothes for all occasions. Lots of styles and brands suiting all body shapes and sizes. Fantastic speedy delivery and easy returns. And with low prices what’s not to love!”

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Posted 5 years ago

“Love ordering from them! Student discount is amazing! Returns are so easy! Great, love it!”

Helpful Report

Posted 5 years ago

“I fundamentally disagree with ASOS decisions in my case. They have refused to acknowledge that items were missing when they delivered the bag falling to pieces. and have made the decision to stop replying to emails from me because they have closed my account, despite me ordering from them on many occasions and also when that is not conducive to resolving the issue. The bag was split when it arrived, as I noted with yourself and the driver, and yet I am being penalised for ASOS packing the bags too heavy and for disregarding your poor customer service in resolving the issue. I am not in any way a liar and I am extremely disappointed with the situation. The items may be elsewhere in the delivery network but they have done nothing to check this and have placed sanctions on my account that are uncalled for, unexpected and downright unfair. I feel completely victimised by their errors and I will be taking this complaint further with further negative reviews online, with my credit card issuer, Hermes and the ombudsman.”

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Posted 5 years ago

“Just avoid ASOS own branded items like the plague. They are cheap and badly made and it's a nightmare to get a refund for damaged items if you no longer have the original packaging. The quality of materials is mostly below par and do not hold up for long after a few washes. I have found the ASOS Brand wide-fit shoes are a terrible, uncomfortable fit and I always have to send these items back so I no longer bother ordering them. There are questions over how ethical the ASOS own brand is, if this is something important to you then maybe research first before you make any purchases. I certainly will be. I haven't had any other issues with their Customer Services or receiving items/sending items back straight away.”

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Posted 5 years ago

“I opened an account in October with ASOS and paid upfront for 12 months delivery fees. ASOS have now cancelled my account for no reason which means they have profited from the delivery charges. I have heard other people say that this is common practice with ASOS. I have paid for a service that they refuse to deliver on - this, to me, is fraud.”

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Posted 5 years ago

“The worst experience I've had buying online! I made my order and paid 1 day delivery, I received the wrong order and I had to wait more than 7 working days to get my money back. Also, they don´t want to refund me the delivery price, I paid to receive the correct order, not a wrong order. Pessimistic experience !! I don't recommend it!!”

Helpful Report

Posted 5 years ago

“Very bad experience... Terrible customer service!!!!!”

Helpful Report

Posted 5 years ago

“Its a Coin Toss for Delivery Experience & Copy & Paste Responses From Customer Serivce To say that you'd have good delivery experience with ASOS is truly 50/50, just know most people usually only write review with they've had a bad experience with whomever they reviewing, like me. i've had good experience with ASOS fast and reliable but you see consistency is key and becuase they have different couriers your experience will thus vary. DHL & DPD seem to be the best due to they're tracking and notification features with notifying when you're the next delivery and ability to have multiple 'safe place' deliveries and depot areas but this again, can vary. For me it's a 7:10 ratio for every 7 good deliveries you'll with 3 extremely shi-tty ones. Hermes if you ever get them it can only get worse. As for the customer serivce they are USELESS. Robotic copy & paste responses, in which they always end up having to past your problem onto a 'specialist team' to solv, then you'll get an email about the issues being taken care of and a timeframe as to when it will be solve (if none delivery related). BUT. the issue lies in when the timeframe is expired and your problem is not solve, guess what happens next. the same customer service response, the same passing on to 'specialist team', the same email with timeframe of when issue should be solved. resulting in you eventually getting so fed up that you give up. The Asos way - eventually they'll give up hopefully by that time you learn to not trust this company and go to them with NO expectation if you have no where else to go to”

Helpful Report

Posted 5 years ago

“Absolutely appalling service! it was my last time with this retailer. Order no 380443090, paid for the next day delivery 6 pounds extra to receive it on 4th. Waited the whole day only to find out how atrocious and cunning people working for DPD are (courier didn't arrive, later they lied about attempting to deliver). Then it was 5th that I was supposed to get my order but then again - nothing happened, no courier, tracking showed my parcel was at their depot. Spent 1h on that asos chat talking to 3 people and not only they (still) don't know when my order is going to be delivered, on top of that they're consistent at refusing to reimburse me with that 6 quid I paid extra for alleged next day delivery which turned out to be joke. Today is 7th and my parcel is still at DPD's depot.”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,106 reviews