Name: Asos
Rating: 3.06

“This company is the worst ever. I emailed a formal complaint that they refused to respond to.....this was after they scammed me out of my hard earned money. As you cannot speak to anyone on the phone you have to email. After numerous emails to them they responded saying that future emails will be ignored. I lost out financially and because of their scam and they don't care. Live chat could not help so what a waste of time that is. AVOID AT ALL COSTS”

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Posted 5 years ago

“If I could give 0 stars I would. Worst customer service I've ever recieved in my life. I will never use there services ever again. My order should have arrived on Sunday - still not delivered. They have been making me chase them every day for a refund - I get passed from one incompetent person to another. No training, no apologies, just follow a script like a robot. No manager I can speak to, no service whatsoever. Quality of clothes have dropped massively too, cheap tacky clothing. Stay away!”

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Posted 5 years ago

“This company will not be trading for much longer, it used to be a reliable place to shop, the next day delivery up to 12 is a load of rubbish and the customer service has completely disintegrated. Plus asos branded clothes are terrible quality. . if I worked for asos I would look for a new job and FAST.”

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Posted 5 years ago

“ASOS stole £116 from me I was a regular user of ASOS but will never be using them again after they failed to deliver my order and won’t redeliver the items or give me a refund. It has taken them 5 weeks to tell me this, and their reasoning is because the delivery guy gave my parcel to a random person who signed for it, so they class it as a ‘successful delivery’. Their customer service is truly shocking, robotic AI messages. Shop elsewhere!”

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Posted 5 years ago

“Shopped with asos for years always loved it until recently I returned 3 dresses and 12 days later they claim they haven't been recieved but they day prior I was told they received it 3 days after returning, now theres no parcel and I have to wait yet again for a response, forwarded proof of return still not bothered, the customer service is the poorest I've ever experienced and I'm still waiting for a refund of over £80”

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Posted 5 years ago

“After exactly 2 weeks of straight-up lies about my parcel being in delivery, three talks with the customer service, they've sent me a mail declaring that the items I have ordered (and were supposedly on their way) are in fact out of stock. Before this, they refused to send me any updates about the whereabouts of the package, I had to reach out to their amateurish live chat support to find out everything. The funny thing is that both items are still in stock on their website (and in my size) so even their last mail was a lie.”

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Posted 5 years ago

“If I could possibly give less than 1 star I would. I have been a repeat customer of Asos for years and never had any issues until recently. I placed a large order for items from Asos as I was going away on holiday however the parcel never arrived. I contacted Asos customer services as according to the tracking information it had been delivered and left in the porch, which I thought was very careless being as the sum of the parcel was £1600. I have never stated that my parcels can be left within an area of my building other than being given to myself with my signature. After providing my information Asos stated that DPD have left the parcel in a safe place (front porch) and will be closing the case without refunding me. I have asked for photographs of the location in which this was left as they have managed to lose a very expensive parcel without providing me with any information or receiving a signature. When Asos emailed me back it was with another customer care representative who stated that DPD left the parcel with a neighbor but did not state which one. I again emailed back complaining that I would like my money refunding as none of my neighbors have received a parcel on my behalf. I was then emailed by again another different customer care representative who stated that DPD had spoken to a neighbor and left the parcel in a safe place but are yet to provide with any supportive evidence this was actually completed. Throughout this whole ordeal I have spoken to many various employees of the ASOS customer care team but not one has been helpful and each one has told me conflicting information. I do not expect this from a company as large as ASOS. This is a lot of my hard earned money that has been stolen by the organisation without providing me for the goods I have paid for.”

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Posted 5 years ago

“So much choice of clothing from so many different brands, I absolutely love this website I get everything from them.”

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Posted 5 years ago

“Very disappointed lately with their service. Was Asos customer for many years. Received items without tags and was told by customer service it's normal that many their items has no tags which is not true. Never before I received any items without tags.”

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Posted 5 years ago

“Very disappointed lately with their service. Was Asos customer for many years. Received items without tags and was told by customer service it's normal that many their items has no tags which is not true. Never before I received any items without tags.”

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Posted 5 years ago

“I am very disappointed by this company , that all the years had a good appearance in the market place. By changing the policies of returning items without informing the customers and giving vouchers instead of refunding money in order to gain more money. They force us to use the money the should return us, in order to buy things from the e-shop again!!! It is so frustrating and unacceptable! This change in terms and policies should be known to the customers by email and also in the receipt that parcel includes. It is a shame by ASOS something like this.”

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Posted 5 years ago

“Absolutely useless customer service. I LOVE their clothes and had plans on spending quite a bit of money on their website for my autumn/winter wardrobe but I'll literally never bother again. I've been going in circles between ASOS and MyHermes all morning and no one will give me any answer to the simple question of 'how do I give my entry code to my flat to the MyHermes delivery driver'. MyHermes claimed to have attempted delivery to my flat yesterday but I was home and no one ever buzzed up. Now they're trying to deliver again today but I'm at work. So all I want to do is give my entry code so the parcel can be left at my door (no signature is required). That sounds simple right? This is how Amazon functions. But no one at MyHermes will talk to me because I have an ASOS tracking number, but no one at ASOS will give me any answer as to how I can contact MyHermes to give my entry code. ASOS live chat reps kept sending me back to MyHermes who wont talk to me. The first rep Chelsea gave me a phone number to MyHermes that was literally just a recorded message telling me to check the MyHermes website FAQ or contact them through their contact form (but I can't! It won't accept my tracking number because its from ASOS!). The second ASOS rep Alex was just rude. He ended the chat while I was still typing and dodged all of my questions and kept telling me to contact MyHermes. They literally do not care about their customers. I'm glad this happened with a single item package and I never bothered wasting more money on them. Who knows if I'll ever get this dress at this point. But goodbye forever, ASOS. Your clothes are amazing but it isn't worth this headache.”

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Posted 5 years ago

“Awful!!! My parcel was stolen and ASOS could not care less! Their customer service used to be a lot better it is now appalling! I even re-ordered the missing top and they still wouldn't help me out! Awful I will not be shopping there again”

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Posted 5 years ago

“This company scam me 30 pounds only refunded me 26 pounds there manager director nickb@asos.com done nothing about it”

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Posted 5 years ago

“wish i could give them minus stars. The worst customer service i have ever encountered”

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Posted 5 years ago

“Very poor customer service. Managers / supervisors or team leaders can’t be spoken too - They call you back but it will be 2 days. Was promised next day delivery for clothing & this didn’t happen. However still got charged for it - No professional customer service. Still awaiting delivery & got told I have to ring back requesting the refund on delivery charge.”

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Posted 5 years ago

“Slow with exchanging, so never get the item I want.”

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Posted 5 years ago

“I would leave zero stars if I could. I had a terrible customer experience both with the product i ordered and the customer service i received. I ordered a pair of backless white faux leather mules in a US size 8. The shoes i received are labelled a size 8 and are easily three sizes too big. They are absolutely not a standard US size 8. I have worn this size my entire adult life and never experienced this issue. The ASOS rep i dealt with through the chat was not helpful told me there was nothing he could do. Which means i am now going to have to pay $22.50 in shipping to send back a faulty product that is not at all what was advertised. It is going to cost me, the consumer money to deal with your terrible product. I emailed the support email and have heard nothing back in over 5 days. I reached out on social and again nothing. Overall i had a terrible experience, I will absolutely never order from ASOS again and caution shoppers from choosing to order from here.”

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Posted 5 years ago

“Can you give less than 1*? I placed an order on September 28th for two pairs of boots. I receive an email saying that one of the pairs is out of stock (annoying but these things happen). The real issue cones from the delivery service! They use HERMES, who are a terrible company to be associated with. I ordered my boots to be with me by October 5th (my Birthday) and instead I am now told to wait until the 14th, as there has been an error?! After speaking to ASOS I have realised that they are not interested in taking responsibility when issues occur with HERMES. I would recommend staying away until they use a different delivery company, I know I certainly won't be buying anything else.”

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Posted 5 years ago

“Can you give less than 1*? I placed an order on September 28th for two pairs of boots. I receive an email saying that one of the pairs is out of stock (annoying but these things happen). The real issue cones from the delivery service! They use HERMES, who are a terrible company to be associated with. I ordered my boots to be with me by October 5th (my Birthday) and instead I am now told to wait until the 14th, as there has been an error?! After speaking to ASOS I have realised that they are not interested in taking responsibility when issues occur with HERMES. I would recommend staying away until they use a different delivery company, I know I certainly won't be buying anything else.”

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