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

“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”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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

“The service is great but the quality of the designs has gone from fashion forward, to Forever 21 or worse. I know the company is having trouble since trying to match competitive online prices BUT you don't need to be fashionless to be cheap. The used to be the ikea of younger fashion and now they sell midwest midlife crises lookng clothes. I used to spend almost $3000 a year there but now i have to search for about two hours to find anything i would pay for. Extremely disappointing and as a consumer and not a business analyst... It's NOT business specific strategy! It's simply asos items so noooot have people asking me where i got my jumpsuit. Switch Courses before you totally lose your brand identity!”

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Posted 4 years ago

“I PURCHASED SOCKS AND PAIR OF SHOES THESE SHOES WRECKED MY FEET I CANNOT WALK FROM BLISTERS.THEY NEVER HELPED AND THEY DON'T REALLY CARE ABOUT CUSTOMERS. I HAVE REPORTED THEM TO CONSUMER AFFAIRS AND AFTERPAY PAYMENTS. VERY BAD SERVICE. DON'T BE THEIR VICTIM IF YOU HAVE A PROBLEM THEY WILL NOT HELP. SOME PEOPLE WERE LUCKY HAD NO ISSUES BUT WHEN YOU DO HAVE AN ISSUE THEY WILL NOT WANT TO KNOW YOU. GARBAGE SERVICE. I WILL SEEK EVERY WEBSITE ADVERTISES THEIR NAME AND I WILL PLACE THE FEED BACK ON IT.”

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Posted 4 years ago

“You need to cancel your contract with Hermes!!!!!. Not 1, not 2, not 3, but FIVE attempts to deliver to address over the course of 3 weeks. Did the online chat as there is nobody to actually speak to. Useless!. Still not managed to find my address despite providing instructions. No option to change the delivery address. Total joke of a service!. I will never use Asos again after this.....ps, my parcel has still not been delivered!!!”

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Posted 4 years ago

“I'd of given this company a minus if I could. Selling fruit of the loom items printing something on it and charging £75... Then went you try to return something they act all stupid and send a replacement of more substandard rubbish and on top of that it will take you 4-6 weeks for the pleasure. Then will tell you what you said when you didn't and will send a replacement when you want a refund and tell you thats what you asked for!!! I would in now way recommend this company to anyone it's really bad”

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Posted 4 years ago

“Was locked out of my account after forgetting password and resetting it. Customer service haven't a clue, don't read emails don't collaborate with each other and even ask you to respond to emails they have sent, but have no return allowed on them. Utter disgrace. There are plenty of sites out there to buy from and I will in future.”

Helpful Report

Posted 4 years ago

“Okay then like that, I ordered a Nike from asos item and haven't received the item in a lifetime so I decided to talk to them about the replacement or refund but unfortunately the delegates were rude and just waited more than three hours and just left the call and didn't give me a turnover and no refund in my opinion From the site”

Helpful Report

Posted 4 years ago

“DO NOT under any circumstances shop at ASOS. Tell all your friends and family to NOT shop with ASOS. Disgusting customer service, some rep named Andrea was trash over email. Incorrect product deliveries, 0 compassion for the customers. I bought something and waited almost a month for delivery and will never receive it because it’s now sold out and they sent me something else by mistake. I asked them to put one on hold while I send back their trashy item they sent me instead, and they couldn’t. So now the actual item I bought is gone. You won’t get anywhere with them, even if they’re the ones who sent you a wrong item. Don’t waste your time and money. I usually never write reviews, but I had to for this situation. You’ll end up filing a complaint on BBB. They need to fire whoever fills orders and deals with customer complaints (complaints because they don’t know how to fix problems they cause)”

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Posted 4 years ago

“Clothes of great quality, such as in the pictures, but the sizes are not adequate to the given...😔☹️ on photo 1) too big 2) too small ☹️☹️”

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Posted 4 years ago

“Bey disappointed, ordered something for my holiday, meant to be delivery next day as I am a premium customer. It didn’t come for 5 days till the day I was flying. Called customer service to cancel the day I was flying as no one knew where the parcel is. Some lady confronted that I will get my refund within 7 or 10 working days. After 3 days got the email from them saying delivery will be with me today?? Sadly I was away to collect it. Delivery man left it next to the rubbish bin. Now they are saying parcel has been delivered and I don’t get refund unless I sent the the parcel back ???? Very disappointed!”

Helpful Report

Posted 4 years ago

Asos is rated 3.1 based on 2,106 reviews