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

“Paid for next day delivery, didn't arrive. Contacted chat, they said issues with the couriers. My question is why accept orders for next day delivery when they know the courier isn't going to deliver as promised. Chat also said that if I hadn't received my order by 11th July...which is 6 days after my next day delivery date, to contact them again. Not good.”

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Posted 5 years ago

“Customer services unhelpful, difficult to contact and arrogant. No attempt to help find a solution just clearly lazy and uninterested.”

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Posted 5 years ago

“Asos is an awful company, so much hassle with deliveries and returns. Never want to use them again. They used to be so good, what on earth happened to them.”

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Posted 5 years ago

“Awful customer service, delivery and returns.”

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Posted 5 years ago

“Delivery takes forever. Some items are cheap and nasty looking nothing like the picture. Twice I have had to return items and twice I have had to chase them for my refund. Poor, rude customer service. Sorry ASOS you were once a great online store, but everything has gone downhill and I won’t be ordering again.”

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Posted 5 years ago

“Awful customer service. So unhelpful.”

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Posted 5 years ago

“fast shipping doesn't work, no reply from customer service since 4 days, no order has been shipped but they charged me already. really disappointed as I used to love shopping at ASOS”

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Posted 5 years ago

“Very disappointing customer service with a very bad quality of items especially the ASOS brands.”

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Posted 5 years ago

“It's good yes”

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Posted 5 years ago

“I’ve placed an order (from The Netherlands) almost 3 weeks ago and fulfilled the payment. I received an e-mail however that something went wrong with the order. Eversince I’ve sent 5 e-mails through their website (as they don’t have a callcenter) and contacted them through instagram. I haven’t received a response whatsoever. How am I supposed to get my money back as I didn’t received my order?! This is a scandalous way of treating your customers. And I’d like to warn people that you might not receive your orde and will not get your money back!”

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Posted 5 years ago

“I ordered a pair of shoes and was sent a dirty, worn pair. Absolutely disgusting and no help from the online chat service. Disappointed!”

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Posted 5 years ago

“Dear ASOS, I am writing this hoping that someone will see it and be able to help me as I find myself in the worst experience I have ever had with an online store. I placed an order with ASOS on Monday March 19th and received it not long after that. After trying the different items within this order I decided to return some things. When I went to return this order I had realised that the card I used to buy these items was stolen from me. Because that card was stolen from me I closed the bank account associated with that card. That bank account was closed on April 3rd. I notified your customer service team about this before returning these items and you assured me that it would not be an issue and that you would help me obtain my refund. Once the refund was "processed" you had informed me that the bank account that I had closed accepted the refund and that I needed to get in contact with that bank in order to receive my refund. I went into the bank and told them what you had said and they told me that my bank account was indeed closed and that it was impossible for any funds to have gone into it. They double checked and confirmed that there was no refund. I replied back and told you this, you told me to go back to the bank and have them right a personal letter stating that my bank account was closed (this after I already gave you my closing bank statement). I went back to the bank and explained to them what you requested of me. They explained that they never do this and that I should only need a closing bank statement. After much discussion they finally gave me a personal letter stating that my bank account was indeed closed on April 3rd. I gave you this letter and you agreed to do a "one off" to refund me to my current bank account. Fast forward to now. I decided to make a second return on that same order on April 26th. I wanted to avoid any sort of confusion & frustration on this second return as it was purchased on the same stolen card/bank account. To be safe I got in contact with your customer care team and asked them to help make sure that the refund didn't go to that old card (which i deleted off my account because you said it would solve issues). You promised me that if there were any issues that you would help me get my refund to my current bank account. Sure enough, the same thing happened the second time as did the first. You replied to me saying that my old bank account had accepted my refund. Frustrated at this point I contacted you again and explained that this bank account was closed and it had been closed since April 3rd. Since that contact with you I have had 24 back and forth emails, 15 online chat sessions, DM's to your social media accounts, 2 calls from your team telling me to go back into the bank, gone back and forth to and from the bank having them write multiple letters telling you that they don't have my refund money and I am so far beyond frustrated. You constantly tell me to do something to prove that they don't have the money, then I do that and you still tell me that there is nothing you can do. The simple reality is that I don't have my refund and you have made me go through so many loops over these last couple of months to try and obtain it. I have done everything that you have requested and it still isnt enough for you to give me my proper refund. WHEN WILL YOU GIVE ME MY REFUND? Please have someone who has common sense look at my case and organise my refund. I have tried to be nice but after months of this and over 50 forms of communication I am at the end of my rope. I am severely disappointed in the way I have been treated and I am sure I am not the only one.”

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Posted 5 years ago

“ASOS has such a bad customer service that I can't give them even a star . They definitely deserve less negative rating from my side. I was checking for my returns on their chat box but they were responding after 15 minutes . I pinged her twice or thrice just to remind her that I am waiting for her reply. Also when I asked her query she gave me only specific response and did not make efforts to clarify my queries .I asked her if she could divert me to specific person who can clarify my queries but she jut ended chat . I wish I could attach screenshot of our chat here. \rfeally upset with their service . I do not want to buy from ASOS now only because of their customer service.”

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Posted 5 years ago

“My clothes where never delivered by dpd as I wasn’t in. Even though dpd said they had returned the item they kept telling me to wait until 14 days. I had to do all the leg work. No one bothered to call and check with dpd. I ended up getting a tracking number from dpd which I email ASOS that’s how I got my refund. When you speak to a customer service advisor online, they just become inactive for a very long time. Time wasters.”

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Posted 5 years ago

“really good on products that they have but just really really really etc. akward to order with a gift voucher and delivery can be a bit to expensive but a very good sight I have to say”

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Posted 5 years ago

“ASOS uses Hermes for delivery and they are a complete joke. I paid for the premium next day delivery service but once again, I am still waiting on my parcel. Customer service is a joke - apparently I have to wait until 2nd July before I can cancel my order and claim a refund. They were quick to debit my account though. This company used to be good and reliable but has been in decline for the last 12 months at least. It all boils down to their delivery provision and they really don’t care. I won’t be placing any more orders with them Other sites supply the same brands.”

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Posted 5 years ago

“Giving 3 stars because i really love Asos variety of products. Main reason why i am reviewing this is because i paid for an annual Next Day-Delivery and 3 times in a row, out of 4 orders, they did not deliver it next day (before i placed the order, the date shown was expected to be delivered the next day). Quite displeased with this because i expected them to be on time and i had all my outfits planned. And to have them deliver late, it is extremely annoying.”

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Posted 5 years ago

“I have just received my prom dress from ASOS today. Absolutely disappointing. I expected better as I opened the parcel and found rips all over the dress. As you know I was on the customer chat asap, as my prom is within 9 days. They couldn't give me a replacement or refund me some of the money that I paid. What an absolute joke that is ?! As I was sent a faulty dress? Just dont bother buying anything for a special occasion.”

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Posted 5 years ago

“Was sent the wrong item and when I said I was happy with what I was sent and asked for the difference to be refunded that was too much to ask and I had to return and re order and wait another week or pay for next day... they cocked up and when I gave a perfectly reasonable solution they were less than helpful and the gentleman, used lightly, was hideous to talk to. Will spend my money elsewhere not the first problem either.”

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Posted 5 years ago

“Although received order confirmation and dispatch notification purchase was never received. After queried delay (11 days from placing an order) have found out that items were out of stock and never dispatched. Appalling service, no satisfactory solution offered.”

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Posted 5 years ago

Asos is rated 3.1 based on 2,116 reviews