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

“I received a 10% Birthday promo code, I used the promo code it deducted £1 off my total? I emailed ASOS and asked them to explain @ apparently “I should have read the terms & conditions of promo codes” & because my items happen to be sale items I therefore I’m not entitled to discount? Disgusted & ruined my birthday!”

Helpful Report

Posted 5 years ago

“Have been a consistent customer with ASOS for years, despite constant faults in my orders and deliveries, with some products not even being able to be located. But this was really the final straw. I ordered a Lacoste hoodie, blue size small. It turned up and was a large! Under the consumer rights act, it broke almost every assurance. My first day delivery was negligible as I had to wait over a week for a refund, I could no longer use my 20% universal or 25% student code (as every person has limited finances) and the ASOS team refuse to allow you to speak to anyone over a phone. All of their responses via messenger are automated and their customer care team doesn’t even reply to email complaints. Appalling service from a disorganised company. No wonder they’ve had 2 warehouse fires, with this lack of planning. Shame.”

Helpful Report

Posted 5 years ago

“Bought 5 pairs of trainers off these theives and was only sent one pair. When i enquired about the other 4, they basically said things dont go missing, blocked my account, advised me that any more correspondence regarding this issue will be ignored, and to make a claim through my credit card company. Absolute joke of a company! Rest assured ASOS it will not end there, i will not let you rob my money without a fight! Gutted i had to give this joke of a company one star!! Avoid like the plague!!”

Helpful Report

Posted 5 years ago

“I ordered many products recently due to having a wedding and a two-day concert happening within a few weeks of each other. I find actually going out shopping quite stressful, therefore I purchase things online, try them on and send them back if I don’t like them or they are no good. I have never had issues with this until recently with ASOS I made a few purchases recently at ASOS, Boohoo, Misguided and New Look for recent events. ASOS offer payment through Klarna , which is amazing due to being able to try clothes on and pay for the ones you like within 28 days, therefore saves paying off your card and waiting for a refund if not liked. Due to events fast approaching and not finding an outfit I liked, I decided to make a large order with ASOS to try on things which I hadn’t thought of previously. I also ordered things in both an 8 and a 10 due to sizes varying and having the size required if I finally found something I liked. Anyway, I ended up spending £399 and was sad to find that only a hat suited me out of the products I had purchased. I was fortunate enough to have liked items I had purchased from Boohoo on my card around the same time. I packaged my parcel up with everything barring the hat which I loved. I then attached the pre-printed labels and returned my parcel as I always do. I didn’t think anything of this until 19 days later I found on Klarna that I was still outstanding the full ASOS balance of £399. Shocked at this, I contacted ASOS who stated they hadn’t received my return. They requested proof of sending. I initially thought I had sent this on the 28th May due to having a tracking system on my phone which showed that I stopped off at the post office on this date. I was able to locate a post office return receipt from the 24th May to ASOS following upturning my house and sent this in a proof of return. I was then informed that I said I previously informed them it was the 28th May I returned. I informed staff that I had sent many things back recently, therefore was mistaken and have proof that my ASOS parcel was returned on 24th May and was received by their depot. I was informed that this would have to be passed onto the customer care team and would receive a reply within the next 24 hours. Almost 36 hours later I was sent and email from the customer care team to which completely shocked me. “After an assessment of your account, we've made the decision to not issue a refund for the return of order 410563118. It’s very rare for returns to go missing and ASOS have therefore made the decision to not accept any further orders from you. In order to take this further, we recommend contacting your payment provider to dispute any lost funds. Your payment provider may be in touch with ASOS and we'll be able to provide information regarding your account to support their investigations. Once they're happy this is a genuine claim, they may refund your account. In the event further orders are placed, they'll be cancelled. As we’re unable to help you further with this, any emails received about this matter will be automatically closed down with no response”. So ASOS have apparently looked into my account and have suspected suspicious activity. I have contacted various people from ASOS to which I have had people ignore me, put the phone down or basically make me feel like a criminal. Apparently, it is suspicious because I have made a few large purchases recently and sent most if not all of my order back due to not liking them. Having the option of Klarna, I have taken advantage of being able to make purchases and only pay for the ones I like and return the others without having to pay. Apparently, this is suspicious? Why I ask? Anyway, ASOS must think I still have my parcel despite informing them I don’t and have evidence of postage which confirmed they had received it. I am completely blocked from my ASOS account and will be unable to make any future orders (not that I would now) and have no way of discussing this case further with them. I have made many orders with ASOS and have had no previous suspicious activity on my account. I have no criminal record. I have no bad reputation. I am a registered and respected mental health nurse working in the NHS. I have also never had any problems with any other shopping company. So it’s safe to say that I am absolutely shocked and appalled by the unprofessionalism and poor customer service that I have received from ASOS. I would be happy to remove my post should this be rectified by ASOS, however my opinion will always be negative of ASOS going forward should this not be resolved. I have also paid my £10 delivery saver and would like this refunding due to being unable to take advantage of this in the future. #ASOS #Klarna #Delivery #Return #Refund #Refused #Disbelieved #Judged #NoExplanation #Blocked #BlockedAccount #Notabletocontact #Sterotyping #Misjudged #PoorCustomerService”

Helpful Report

Posted 5 years ago

“Sent me the wrong order then didn’t even correct it”

Helpful Report

Posted 5 years ago

“Ordered a shirt with premier deliver , expected to receive it after 1 day and I still didnt receiver after a week , customer service useless”

Helpful Report

Posted 5 years ago

“Terrible service. My order was expected to be delivered on the 5th of June and it still has not arrived. I have contacted ASOS 3 times trying to locate it (via email and live chat) and they have no idea where it is. I went out my way to contact the courier service who say they don’t know where the parcel is located in their depot and since my location isn’t high priority (rural Scotland) they will get in touch in a couple of days when they locate it. I have now moved address and I dread trying to organise the order to be redelivered as I already know this is going to be an issue for them. This order was over £130’s and I am left here not knowing when or if I will even receive it.”

Helpful Report

Posted 5 years ago

“Awful service, parcel never delivered as for some reason my parcel was returned by Hermes. ASOS then advised they would not be able to fulfil my order and I would have to wait up to 11 days for a refund. First and last time using ASOS. I should have known when I realised they used Hermes of all the delivery companies they are the worst in my experience.”

Helpful Report

Posted 5 years ago

“Shopped with Asos for more years than I can remember, never a fault, they were reliable with delivering and refunds NOW OMG they are terrible,it’s been noticeable with me for only about 5/6weels but I actually don’t think they have a lot of the items they are “selling”. When you complain it’s either ignored or the usual of they will get back to you, which they don’t. From today (yet again a terrible experience) I am never shopping with ASOS again, they can’t be trusted anymore. I don’t know what’s happened with the team at ASOS BUT it’s shocking and I think it will cost them their business sooner than later if it carries on as it now is.”

Helpful Report

Posted 5 years ago

“You ignore these bad reviews you will regret it never ever use them that’s all I will say”

Helpful Report

Posted 5 years ago

“Worst online shopping experience ever! Extremely slow and costumer service is diabolical”

Helpful Report

Posted 5 years ago

“Not happy with customer service at ASOS. I ordered two dresses in the last three weeks one came and was faulty so i returned and asked for an exchange but still haven't received it, meanwhile the other dress i ordered has never turned up - not getting any replies when trying to contact them, highly disappointed as they sell some beautiful clothing.”

Helpful Report

Posted 5 years ago

“I have made an order 18 days ago, on May 20th, it was suppose to be delivered on May 27th. I still haven’t received my item, and they have ignored the email I have send regarding this issue. I have been in contact with their "customer care" on messenger, but no one can or will tell me when my order will be shipped. My patience has run out, and I would like to just get my money back. This seems to be hard as well :(”

Helpful Report

Posted 5 years ago

“Good company and good support”

Helpful Report

Posted 5 years ago

“Badly let down after many years of service due to poor couriers ASOS will not accept responsibility for. Will never purchase from them again”

Helpful Report

Posted 5 years ago

“Bad costumers service, and wrong items delivered. Totally waist of time.”

Helpful Report

Posted 5 years ago

“too many problems over the years bad fit bad quality ripped clothes old clothes, smelly and worn, sent as new wrong sizes sent wrong items sent clueless workers. bad attitude won't honour their own return rules. they lie and steal your money”

Helpful Report

Posted 5 years ago

“I placed my order on Thursday the 30th of May and I paid £5 for next day delivery and I didn’t receive it the next day, on Sunday the 2nd I tried live chatting to their customer service staff to see where my order was and he said I will receive it sometime on Sunday the 2nd of June, it is now 10:20 pm and I still haven’t received my delivery! I needed it for Saturday night so I am very disappointed in ASOS”

Helpful Report

Posted 5 years ago

“Hi guys, I would like to share with you my online shopping experience at ASOS.com I have placed an order on Apr 8, 2019. Based on provided information by ASOS, I’ve supposed to receive my order by Apr 30, 2019. On May 1, 2019, I have contacted ASOS help team with information that I haven’t received my order. Within few hours, I’ve received an email from ASOS help team, which says that the apologies and asking me to wait a bit longer (by May 20). On May 21, I contacted ASOS help team again, informed them that goods haven’t arrived & asked them to refund. ASOS team replied that it’s very seldom goods don’t be delivered & blocked my account without providing me any refund. I’m a person who paid ASOS for nothing!!!! If you need any details or proofs, pls contact me: ulugbekmir@gmail.com so I’ll be happy to provide you with all necessary information.”

Helpful Report

Posted 5 years ago

“I bought a lot of things from Asos website and on the first time I used the help of the customer service representatives on chat in order to send an item back, I've been misled by them. The disappointment getting bigger after they eventually admit on the representative's mistake, but do nothing about it and I needed to pay on their mistake. I've always given good recommendations about the website and I never thought it will be such a big disappointment like this.”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,116 reviews