Name: Asos
Rating: 3.06

“Will never use ASOS again!! Disgusting service! This company are going downhill with their service and horrible for how they treat their customers. Never again, will delete my account with them now.”

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Posted 5 years ago

“ASOS are an absolute joke. Their service is unacceptable and no wonder they are falling behind the likes of Boohoo and other retailers. I made an order over a week ago and 3 days in a row the delivery was attempted to the wrong address. And 3 days in a wrong I warned ASOS about this issue and asked them to contact the courier company but they never did and now without offering a solution they have jumped straight into a refund wishing 5-10 days only after they receive the good from the couriers. The staff on the live chat are also extremely rude and smart asses! Will never use them again.”

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Posted 5 years ago

“WHATEVER YOU DO - DO NOT USE ASOS!!!!!! I had an asos gift voucher and when I tried to use if to purchase items was told that I had to open an account. I therefore opened an account and had an email acknowledging the account had been opened and another email advising that my order was being dispatched. An hour later I received another email stating that after security checks my account had been closed!! Hmmm they took the voucher value but NO GOODS!! What a con! I have called customer services 3 times and each time they feel my frustration but can't do anymore to help. The person I spoke to promised that someone would be in touch,but guess what - NOTHING! They did suggest that I go back to where I purchased the gift voucher to get a refund which is rubbish because it has now been redeemed with asos and apparently sitting on the dashboard of my cancelled - 1 hour old - account. Their next suggestion was to go to my bank and see if they can get a refund of the purchased & redeemed gift voucher. So now I have got to find the time to visit my bank and explain all of this in the hope they'll get a refund back from the absolutely con-artist company. They don't even deserve the 1 star I gave to leave this review”

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Posted 5 years ago

“The worst customer service provided ever. Think twice before you order. Been 2 weeks still havent recieved my item, no refund no solution. Customer service team are so rude their only solution is to wait wait wait like the package will magically appear. They have not provided me with a refund even after requesting this several times. Poor service and no item”

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Posted 5 years ago

“I recently received the wrong article of clothing that I had bought on sale and when I spoke with customer service, they said to return the item and I would get a full refund. However when I went to buy the shirt again it was not on sale. Still, customer service said there is nothing we can do. I spoke with multiple customer service members and all were completely useless. I got nothing in return for a mistake that the company committed. I will never be shopping from here again and I recommend all others shipping products to do the same. Simply Terrible.”

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Posted 5 years ago

“I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.”

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Posted 5 years ago

“I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.”

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Posted 5 years ago

“baaaad baaad customer service + you pay for 2 day shipping and it takes around 5 days to ship LOL what a JOKE”

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Posted 5 years ago

“I have ordered many times from this company. They have great products, but THE WORST CUSTOMER SERVICE. If you lose your package, good luck getting answers because all they do is tell you to come back another day and they will help. I've been through this cycle for over two weeks now and am still in the process of finding out what happened to my order. There is no need for a 24/7 customer service team if all they do is deliver false promises. Super careless too, they pretty much tell you to come back tomorrow and close that chat.”

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Posted 5 years ago

“I feel generous giving 1 star My son was given a £20 gift voucher for his Birthday which he has tried to use on his account for over a week without success. The only way to contact someone is via chat or twitter etc. He has now contacted the "support" team 4 times and his issue is still not resolved. He has been told on all occasions that somebody will be in contact and nobody contacts him. When asking about raising a complaint he was told "We don't have a complaints team as we deal with all of our customers complaints and queries through email, social media and live chat." So he asked to speak to a manager and was told "I'm unable to pass you to a manager as we're all trained to the same ability here at ASOS Customer Care." Customer Care? Really? Then the agent said "Please rest assured that as soon as we have an update for you, we'll be in touch with an email" When he said that this wasn't acceptable he was told "Thanks again for waiting. If that's everything for you today, feel free to close the chat now and have a lovely day." Nice... I feel sorry for the people that have to work there..”

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Posted 5 years ago

“Worst customer service ever and delays on delivery!!”

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Posted 5 years ago

“I have recently ordered for the first time from asos after my daughter praised them for years. Before I ordered, I researched the reviews and was I bit worried about ordering from this company. I finally decided to give them a try, and was very positively surprised. The order was deliverd in 3 days , and the quality of the products is very satisfying. I will order again in the future.”

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Posted 5 years ago

“always amazing and fast with update alerts on text - can't go wrong with Asos”

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Posted 5 years ago

“After MULTIPLE orders with the company, received the item and returned for bigger size. Bigger size item arrived, but the return/refund for smaller item has never been processed. Contacting the company returned nothing. I should have taken a picture of the company-provided return label as they do not have any info on that! They WILLINGLY lost a loyal customer over $30! Do not shop there!”

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Posted 5 years ago

“Disappointed at the lack of customer service when i queried why every time i send back items they fail to refund the correct amount. Explanation given poor, further inconvenience having to arrange to return an item that they sent to me by mistake and also having to wait for the refund because of their own mistake. Unwilling to resolve in a positive manner and keep fobbing me off. Never had this issue before, clearly some changes being made and not for the better on the customer service front!”

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Posted 5 years ago

“I’ve been waiting for a month for my refund and been in contact with the customer service several times, but eventually they just stopped answering me. What happened was that I placed an order for a pair of shoes, and a few hours later receive and email saying there was a technical errror and it hadn’t gone through and to place my order again. So i did. But then they send me the shoes twice, charge me twice and only refund me once, even though i end up sending the shoes back cus i didn’t like the heel. I work minimum wage and i decided for once to treat myself, and now asos has taken money from me and refused a refund for over a month. Very disappointed since it used to be my favorite online store.”

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Posted 5 years ago

“Asos is an amazing place to purchase any sort of items from a range of clothing, trainer and accessories. And not to mention if you ever need help they are always there if you need them with their amazing features such as Live chat.”

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Posted 5 years ago

“Customer service is TERRIBLE !! I’ve been trying to get into contact with someone for days about a order placed on the 25th of February.. I haven’t received any tracking info or anything regarding the matter !!”

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Posted 5 years ago

“Very poor customer service. On line help is useless. I ordered a pair of trousers for my son and they didn’t arrive. I asked if they could be redelivered but was told no! I was told I had to wait on the item coming back from the courier and then wait on a refund. No attempt was made to deliver my item. I am now £23 out of pocket and will never use this company again.”

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Posted 5 years ago

“Terrible, customer service are useless. They don’t care about the customers what so ever and not helpful what so ever. Cloths come faulty, there refund policy is ballshit when there’s a code used. Even though it’s down to them. Will never be shopping in ASOS again.”

Helpful Report

Posted 5 years ago

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

Asos Reviews