Asos Reviews

Name: Asos
Rating: 3.05

3.1 Rating 2,126 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,126 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

“Customer service is appalling, warehouse sends wrong items to what was ordered then customer service say they haven’t and then I re order and they do the same again and still say they haven’t, customer service also said is that all as they are busy and need to end the chat, I am disgusted with Asos and recommend staying away from this joke of a company”

Helpful Report

Posted 5 years ago

“I had never realised how many bad reviews Asos had in most reviews websites, including this one. I have had many bad experiences with Asos in the past, but I have always given them another chance because of the Pros: - next day delivery - easy way to return items However, pros become weaker when there are so many issues and for me, this is the last time. I hope this can help someone to avoid the struggle and so much time-consuming that bad service represents. I recently ordered 2 items and paid extra to have them delivered Next Day Evening. The item was shipped 4 days after the order was placed. In that time, since it was a very important order (otherwise I wouldn't have paid extra for a such specific delivery), I contacted Customer Services via email, chat, Messenger and IG: - IG messages: these were deleted by Asos without giving an answer and there were very polite messages (I would never think of swearing, insulting, etc. when writing CS since I have worked many years in the industry and I know how hard it can be at times). I have encountered other people that had had this in the past, but deep inside I thought that they had sworn or being rude, etc. But obviously, asking for help is not tolerated that well. - Messenger: noone read my message until 6 days after my order was placed (and finally received). Their notes say that they reply to you within 24h. Busier times? Increase the team; I am sure that a billion-pound business can afford to have a large enough customer service force? - chat: I was disconnected 3 times and the time someone didn't cut me off and really try to help they said that they were not prepared to deal with queries that they just know about what is in stock. - email: no one replied to me until the day my parcel was shipped and they blamed the courier saying that they could not control if the courier was not delivering the item (wrong, to be honest, it is the responsibility of the sender to make sure the item arrives - but this is another thread). I know courier services are very unreliable most of the time, but blaming someone for something they are not responsible for it is simply bad practice and pretty unfair on the courier service. In the end, I received my parcel 5 days after order it, 4 days after the scheduled, paid, specific delivery. So I decided to return the items since they were no longer needed. Well, issues continue: - I requested a refund for the Next Day Evening Delivery and after several attempts, someone said they had issued the refund back to my Paypal, 2 weeks later I am still waiting and nothing has hit my account. - The parcel I sent back (thanks to having a tracking number from Royal Mail) was delivered exactly 48h after sending it out. No refund has been received and it has also been over 10 working days (which it the limit Asos asks you to wait for), 2 weeks in total. Noone knows anything. I hope I can solve this issue and I get both my refunds so I can finally close my account with Asos and stop using them altogether. You reach a point whereby you expect a service to be as good as what a retailer can offer you to sell; unfortunately, Asos has the worst Customer Service I have ever encountered both in my professional career and as a customer. Customer Service is not an easy job (I've been there), but the attitude of some advisors is appalling and Asos definitely doesn't seem to invest in training to have people ready and available to help customers on the spot. Customers spend their money and they deserve being treated properly and helped when needed. For Asos £100 order/refund might be nothing, but for customers, this is money (a lot, for some) they have probably worked very hard to get to spend £100 and having such bad experience is really daunting and unfair. I wouldn't say "don't use them", but if I was new I would make sure I checked people's experiences to understand if it's worth it in the long run. I am definitely not using them again.”

Helpful Report

Posted 5 years ago

“So so angry, paid for next day delivery. Two days later it still hasn’t even been dispatched. I would AVOID! Think they are a scam. My party was yesterday. Didn’t even go in the dress I paid £60 for! Absolutely shocking. Then when you do live chat and explain the issue... they end the chat! Bloody disgusting. STAY AWAY!”

Helpful Report

Posted 5 years ago

“I ordered some clothing for a month long vacation I am going on in a week, and I ordered it with expedited 2 day shipping just to be sure it will get here in time. On the day it was supposed to arrive i checked the tracking number and it said the package was being held by Fedex. So I called fedex and they said the package was found to be empty and they will not deliver the empty package to me and that I need to contact ASOS. So I contacted ASOS customer support and they said that they will investigate for the next 10 days, then they will make a decision. I explained to them that I ordered with expedited 2 day shipping and I need a fund because I will be leaving the country this week and will not be here nor will I need the clothing once I am gone. They will not give me a refund even though I will not receive my package. So now I am stuck with no clothes and no money. I have to pay my credit card off and they refuse to refund me for the missing or stolen package, even though fedex officially confirms the package is empty. Asos refuses to refund me! Horrible customer care, they straight out rob you of your money and don’t get you your clothing.”

Helpful Report

Posted 5 years ago

“I’ve placed my order two weeks ago and I still haven’t received it. It was saying that my order was delivered and signed from someone but it wasn’t me.Awful delivery services and not helpful customer service.”

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Posted 5 years ago

“I bought bag in last time and delivered broken. Very dissapointed.”

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Posted 5 years ago

“Asos is my favourite online shop for sure! Always true to size for me and well priced. The only fault is delivery is quite slow and usually more late than expected.”

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Posted 5 years ago

“I bought a Misfit smartwatch from them in June 2018, in June 2019 it started playing up so I spoke to Misfit who said they would honour the warranty but I'd need a proof of purchase with a sales date on it (completely reasonable). I'd lost the original so I asked ASOS for a copy of the proof of purchase, which they duly emailed, it had no sales date so I contacted support again and asked for a proof of purchase with a sales date on, and they sent me the same email again. At this point I had a contact who'd helpfully given me her name Katie so I emailed her directly asking if I could just have a VAT invoice as I needed something with a sales date on it, rather than trying to be helpful Katie then asked me for my VAT registration number (which yes, I would need for a VAT invoice but seeing as their sales invoices don't seem to carry the date of the sale seemed my only alternative). Anyway, at this point I gave up, I was clearly never going to get what I'd asked for out of them and despite Misfit offering to repair my watch ASOS clearly wanted no part of it. AVOID.”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“Awful customer service, delivery and returns.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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!”

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.”

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Posted 5 years ago

Asos is rated 3.1 based on 2,126 reviews