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

“Stolen package Asos refused to help/replace or refund. Generally awful service all round compounding the issue”

Helpful Report

Posted 5 years ago

“Customer Care ! I don’t Care !!! Automated response ! Never the same person Repeats and never really answers your question ! A joke and not interest — only in your orders and money ! Not there responsibly after you’ve paid and they supposedly deliver ! Seriously ASOS : Customer Care We Don’t Care should be your new name !!!”

Helpful Report

Posted 5 years ago

“I desperately needed some trainers as a gift to be delivered today (13th Feb). I paid for next day delivery to guarantee this. I received an SMS at 7am saying my order couldn't be delivered today and to contact ASOS. I contacted ASOS and they initiated a 'return to sender' request at 1am. They said my order will be returned to them and I'll be given a refund. I have never had a company sell me a product with guaranteed next day delivery and then stop my order from reaching me at 1am, I'm simply lost for words. I've now got no present to give to a loved one and have purchased the same item from a competitor of ASOS who have guaranteed me next day delivery. ASOS asked me to order from them again but if they don't know why they cancelled my order as it was being delivered last time then it is likely to happen again. I was a brand new customer who had never purchased from ASOS before, this was the first transaction and the start of our relationship. I would give them 0 stars if possible. I wish I had checked their review ratings - they are rated terrible for a reason, please do yourself a favour and buy from a more caring and organised company. I wanted to make a formal complaint, I was told that I had to do it using their website which is more for troubleshooting. After much hassle I wrote a complaint. The person completely ignored all of my written text and treated me as though I was a happy customer checking on their order - very poor. The response I received is below: Thanks for contacting us at ASOS. Sorry to hear you didn't receive your order 388914318 and it's being returned to us. I've checked your order for you and it's on its way back to our warehouse due to you explaining you wouldn't need this order unless it arrived at a certain point. We're unable to resend your order to you. As soon as we've received the parcel, we'll refund the cost of the items and send you an email to let you know. Please allow 7 working days for your parcel to arrive at our warehouse and be processed. We'll drop you an email when it’s been done. It may take 5-10 working days for funds to show in your account. If you haven't received a returns confirmation email by the 22nd of February let us know and we can look into this for you. I'm really sorry your order didn't reach you. If you still want the items and they're still available, please order them through our website as normal as I'm unable to place your order for you, for security reasons. An easy way to do this is to log into your account, view the original order and then add the items you want back into your shopping bag. We make every effort to ensure that you receive your orders on time and are happy with our service. I'm really sorry you're being asked to wait a little longer; occasionally there are postal delays which are outside our control. If you have any more queries in the meantime, get back in touch and I'd be more than happy to help. Best Wishes,”

Helpful Report

Posted 5 years ago

“Range of products, quick delivery options & great competitive prices”

Helpful Report

Posted 5 years ago

“I have used ASOS for a number of years and have always found the website useful for finding new brands, finding fashion steals.”

Helpful Report

Posted 5 years ago

“Like many people that have left reviews on here I have spent months dealing with ASOS's semi-automated customer service to no avail. I ordered an item for £150 through instant delivery. Item never arrived despite me waiting in and numerous attempts to deliver it. I asked for the delivery to be cancelled and a refund. 2 months later - no refund. Every time I speak to customer service I get the same template response. Told that my query will be passed onto the specialist team and to wait for an email. Apparently the item needs to reach ASOS's warehouse from the courier CitySprint in order for them to issue the refund. This is ridiculous. I should not have to pay for the failings of ASOS's courier service. I will not be using ASOS again after years as a customer and I shall be telling everyone to avoid.”

Helpful Report

Posted 5 years ago

“Extremely poor, so disappointed I was ASOS customers for years but they become so bad lately. I have bought £300 worth of gifts and the delivery man have never turned up, ASOS told me it was sent back as confirmed to ASOS form DHL and I have to wait for 2 weeks for my money. now I have no money to buy gifts for my family before I travel and I have no gifts. the online chat girls "LAURA" chat ref. 17924399- could and would NOT do anything to help, could not speak to a manager who might have more power, could not raise a complaint and I was not even allowed to get my prime service fees which are only £9,99 refunded. in the end, she closed chat on me. WOOOOW. DO NOT use ASOS, switch to Chi Chi or Very.com. Not only receiving such an awful service but the way they treat you as a loyal customer who spent ££££ in the past few years is disgusting. DON'T USE ASOS.”

Helpful Report

Posted 5 years ago

“very poor service quality...I'm talking all day about a delayed delivery!They have lied to me about 3 times that my order will be delivered to me by end of 08/02, make me remained all day at home...not giving me the chance for a plan B...they insisted that have to wait till 00:01 in order to claim that my ordered is delayed...and now they informed me that i have to wait till 19/02...they do not care at all for customers...”

Helpful Report

Posted 5 years ago

“Asos care?!! who cares???!!! chat with more than 5 names and got the same copy paste response.”

Helpful Report

Posted 5 years ago

“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 .”

Helpful Report

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.”

Helpful Report

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"!!”

Helpful Report

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.”

Helpful Report

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

Asos is rated 3.1 based on 2,116 reviews