Name: Asos
Rating: 3.06

“I ordered a dress in the sale for £9.50 (originally priced at £39), plus £3.50 delivery - so far, so good… It arrived - the overall quality of the "£40" plain grey woollen dress was appalling, the stitching was poor and it had white pieces of wool/fluff (?) sown in. Over the bust area it looked like it had marks/stains on it. I requested a refund and the reason for the returns, stating that I felt my postage should also be refunded as the dress was faulty. Customer services, did refund the price of the dress but did not contacted me with an apology, assurances that this is not their usual standard, refunded postage etc. I would not recommend and wished I had read the reviews online before wasting my time and ultimately my money.”

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Posted 4 years ago

“Bad customer service paid for free next day delivery for the year and can not forfill the service, i have just chated with them to say i ordered wensday (its now Saturday night) and all thay can say is wait till its been a week then recontact them and its not the first time its happened i asked for a refund as im paying for a service that they cant deliver and they've said no, cant talk to no one and everyone has the same power as i asked to chat with a manager.”

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Posted 4 years ago

“My order came in a damaged bag and one item was missing. I contacted the customer support and they asked me whether I´d like a refund or a replacement. I chose replacement and received the missing item only 3 days later, without any inconvenience and shipping cost. They even delivered a voucher card for hello fresh. Very professional support, super easy handled the case.”

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Posted 4 years ago

“don t want give me the invoice!”

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Posted 4 years ago

“DO NOT USE THIS COMPANY First time ordering from ASOS and I could not be more disappointed, they have just lost themselves a potential long time customer as I will never use them again. Made an order for next day delivery on the 30th January, it’s now the 3rd of February about to become the 4th and my order is no where to be seen. ASOS did not even send the shipment to the courier company until the 31st the day it was supposed to arrive. On top of that the courier company they use (Hermes ) is beyond atrocious, failed to make my delivery on the 2nd after they gave me a delivery time so I waited in and apparently the van “broke down” they assured me it would be sent the next working day and guess what ? Still no where to be seen. Absolutely disgraceful when I have payed extra for a NEXT day delivery. Their customer service is extremely unhelpful and offer no assistance or compensation, the courier company is also extremely unhelpful and will not even bother responding to try and make excuses. How they are still in business is beyond me, I order something from amazon Saturday night and it’s with me Sunday morning no extra charge. I would be bending over backwards to keep potential customers if I was in their position but they just do not care that’s basically the bottom line, when they tell me that I can expect my order later this week ! On a next day delivery just unbelievable. I will make sure that everyone I know will not ever order from this company, as they will just be wasting their money. Thank god for social media and being able to spread the word quickly and with evidence. It’s the least that they deserve. I will be requesting a full refund regardless of weather I get my stuff or not, I am not paying to be treated like this, they can see me in court if they think they are going to get a penny out of me. ASOS and Hermes deserve to be shut down.”

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Posted 4 years ago

“DO NOT USE THIS COMPANY First time ordering from ASOS and I could not be more disappointed, they have just lost themselves a potential long time customer as I will never use them again. Made an order for next day delivery on the 30th January, it’s now the 3rd of February about to become the 4th and my order is no where to be seen. ASOS did not even send the shipment to the courier company until the 31st the day it was supposed to arrive. On top of that the courier company they use (Hermes ) is beyond atrocious, failed to make my delivery on the 2nd after they gave me a delivery time so I waited in and apparently the van “broke down” they assured me it would be sent the next working day and guess what ? Still no where to be seen. Absolutely disgraceful when I have payed extra for a NEXT day delivery. Their customer service is extremely unhelpful and offer no assistance or compensation, the courier company is also extremely unhelpful and will not even bother responding to try and make excuses. How they are still in business is beyond me, I order something from amazon Saturday night and it’s with me Sunday morning no extra charge. I would be bending over backwards to keep potential customers if I was in their position but they just do not care that’s basically the bottom line, when they tell me that I can expect my order later this week ! On a next day delivery just unbelievable. I will make sure that everyone I know will not ever order from this company, as they will just be wasting their money. Thank god for social media and being able to spread the word quickly and with evidence. It’s the least that they deserve. I will be requesting a full refund regardless of weather I get my stuff or not, I am not paying to be treated like this, they can see me in court if they think they are going to get a penny out of me. ASOS and Hermes deserve to be shut down.”

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Posted 4 years ago

“FOR delivery went to wrong address and left card. I contacted ASOS, they took my number called me back, as I needed dress to wear that night. They promised driver would be back later to my correct addrsss, no show! Sunday, DPD again went to wrong address..I complained to CEO Nick Beighton, he ignored my e mail and just forwarded e mail to customer service. No apology...still not received parcel. What a joke ASOS is. Never will I buy from them again!”

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Posted 4 years ago

“Came on time”

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Posted 4 years ago

“A week after the promised delivery date, I was emailed to say that my order had been delivered. It was not delivered. After searching everywhere and waiting more, I called the ASOS helpline, who promised me a replacement. They did not deliver a replacement. It's been 2 months. Absolute waste of time and money.”

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Posted 4 years ago

“Today I wrote on Trustpilot a rating after weeks of frustration. It is interesting looking at the reviews on that site. There is a suspicious amount of 5 star ratings all praising their customer services, rather than praising the products. Why? Their customer service is shocking and many 1 star ratings relate to their handling of issues. If you open a case and exchange messages you will never get the same person twice. I have written on 1 issue of separate orders of trousers being 5inches short on the leg length. 3 pairs of different designs out of 5 pairs delivered were wrong and one was faulty. The more we criticise the customer service the more 5 star ratings they receive. Literally many each hour! Most of those as from people who have sent 1 review. That should tell you the reviews are ASOS written! We do not see the same picture on this site, so the ratings here are a better reflection of the true picture. However, looking at recent reviews, most are much lower than the 3.5 stars which suggests service is deteriorating. By the way I was told you cannot escalate to a Manager because the Manager is not trained to deal with customers. Furthermore, despite having 3 pairs wrongly labelled and delivered the warehouse informed customer service that they have no problem. They believe the warehouse rather than the photographic evidence I have provided. Shocking”

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Posted 4 years ago

“Went on the livechat to query why I had been only partially refunded for my FULLY returned order. Only to be told by the agent that i am not talking about the correct order when it is written in front of me and my ONLY purchase and how can i return an order BEFORE its delivered. Completely illiterate and unable to understand my concern. Terrible customer service and unhelpful staff !”

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Posted 4 years ago

“Unreliable return process and terrible customer service. You have to keep track of all items in your return and keep your return receipt even after they send an email confirmation that they received.”

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Posted 4 years ago

“Unreliable returns and terrible customer service. You need to keep track of all the items in your return and keep return receipts even after they send an email confirmation that they received the item. I shopped here for 10 years and will never again.”

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Posted 4 years ago

“Terrible company - I would not purchase anything EVER again from them. Returned an item to them and they refunded me LESS than I actually paid for it and it took them nearly a month to give me the refund. Still waiting to get the remainder of that refund that I am owed to me since December last year. Terrible service all round - buy somewhere else - DO NOT waste your money here.”

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Posted 4 years ago

“delivery never on time. very bad customer service after the delivery.”

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Posted 4 years ago

“delivery never on time. very bad customer service after the delivery.”

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Posted 4 years ago

“Absolutely shocking service. Never ever using them again. I received my package with lots of missing items in and sent an email to them explaining my situation (this has happened more than once) so they sent me an email saying all my emails will be blocked, my account was blocked (which had 9.99 unlimited delivery on) and I still had to pay for the items I didn’t receive. What an absolute joke!!!!”

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Posted 4 years ago

“No idea why ASOS have teamed up with On The Dot. They only deliver between 6pm-10pm, which is something ASOS don't state when you choose delivery. I set the delivery address as my work address which is closed by 6pm. I got an email from On The Dot, when they failed the first delivery, that they would attempt two more times however when I called their customer care team they said it had already been returned to ASOS, after one failed delivery attempt. They didn't even give the option of picking it up from the depot. I now have to wait up to 14 days for the parcel to be returned and refunded from ASOS and then re order for the same issue to happen again. No more ordering from ASOS now. Why did On The Dot promise to redeliver twice and then not do it? The exact same situation happened to my colleague. ASOS customer care literally do not care and will pass the blame onto the courier when they are the ones who have a relationship with the courier, not the customer! I pay for next day delivery and don't receive it, yet get no refund.”

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Posted 4 years ago

“Terrible service, waste of time and money! I had ordered from ASOS before, sometimes went well others there would be items missing or changed to items they considered "similar". But this time I got the worst service ever, my order never arrived! I ordered over 100€ of items on the 3rd of December (2019), with estimated delivery date on the 16th of December, so guaranteed to arrive before the holiday season. Such never happened! Waited a few more days and after the 20th of December I gave myself the trouble of contacting them thru their website form to remind them of their responsibility (has they don't provide on their website email address), such message never got answer. Now, almost two months later I get an email saying that they got my items back (alleging that I sent them back :o) and that they will refund me. I contacted support again and they did not solve anything, not even apologized! So I wasted my time ordering, I sent them my money, they kept it for all this time, and in the end they send me my money back without compensation and with me never seeing what I purchased. I am not a charity money lender and this is not an adequate and fair way of handling errors. Very very angry, ASOS grossly wasted my time and deprived me from my money for way too long. DO NOT RECOMMEND!”

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Posted 4 years ago

“Wow, i really wish i had read the reviews on ASOS before I placed any orders with them. Twice I have ordered with them and both parcels never arrived. Orders were placed over a month ago as the dress and shoes were for a wedding, I am now left with 5 days to find an alternative. One thing i have learned is read the reviews and DO NOT rely on ASOS.”

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Posted 4 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