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’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!”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 5 years ago

“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

Asos is rated 3.1 based on 2,106 reviews