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

“Shame on you asos and on aramex also, my order got delayed 1 month. Then when i received it i rejected for return as asos costumer care advised me. Then the return was delayed almost 1month also and have passed the timeframe for return and now i dont have the item amd i wont get a refund what is this logicc!!! This is unfair and unprofessional and unacceptable shame on you!!!”

Helpful Report

Posted 6 months ago

“Tried Asos for the first time and had a terrible experience. Bought an item on sale. They sent me a defected North face backpack, tried getting it exchanged but it can't be done. The refund is the only option, but the process requires me to have to go through a ton of trouble. Tried contacting the customer service, they were nice and helpful enough, but couldn't solve my issue either. Mainly because the company is setup to resell defective products while making it impossible/not worthwhile for customers to return/exchange the product. Contacted North face directly too, they said they can't provide a warranty for the items sold by Asos, as is just a reseller. Best to just buy from them instead getting scammed by Asos. Also Asos says you can leave reviews, but in fact you can't, confirmed by Customer service. Date of experience: May 09, 2024”

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Posted 6 months ago

“I ordered a tracksuit. Only received the jacket, the pants were missing. I had to return the jacket, get a refund and order again. I returned the jacket, but never got my money back. They are scammers and thieves. They use this trick a lot as i have heard. I have shown them the return receipt i got from DHL and the email they sent me, but both were not enough evidence for asos… so they got the item and my money. Thieves, nothing more, nothing less.”

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Posted 6 months ago

“It's my first time ordering from ASOS and trusted their advertisement of "Free Returns" so I gambled on the quality of the item. It arrived and it was very poor. See-through dress, poor quality zipper, and the sequins of my dress were pretty much falling off as soon as I tried them... Worse than SHEIN for double the price! I tried returning this item but the "return" orders they send to your email are all fake because no one will arrive to collect your item and the "tracking" link they send you is always a broken link, meaning there's no way to return your item at all! On top of that, they only have a chat feature and they are all bots who will not take your complaints seriously. Just save your money and don't order from this company!”

Helpful Report

Posted 6 months ago

“Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures. That’s if you get what you ordered. Refund process is ridiculous. They sent me the wrong item and have had the parcel returned and received for over two weeks and want me to wait another week or two for a refund. No apologies for their error. Rude customer service including from a Manager. Save your time and money and shop elsewhere.”

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Posted 7 months ago

“In my whole life the most terrible shopping website. I am first time know you only can cancel your order in 60 minutes. I just bought a coat and the other day it cut off 30 dollars, and you cannot change anything; they didnt do anything yet.”

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Posted 7 months ago

“Avoid Asos! Liars and thieves.”

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Posted 7 months ago

“I have ordered the item and that delivery was delayed therefore I knew that something is wrong. I have received the parcel open the parcel front of the carrier and check my items and items were missing and there was cheap eu de toilet which I didn't ordered. Straight away I have rejected the parcel and refused to collect. I have contacted ASOS-very bad customer service, They have refused to provided me with the email adress for customer care to raise formal complaint. After few chats finaly refunded me for the order ( 2months)”

Helpful Report

Posted 8 months ago

“Sent out trainers that had previous been worn with scuffs and dirt on them. The box was battered and torn to shreds. Unbelievable how they thought these were actually acceptable to send out. Despite having photographic evidence they would not listen to me on live chat.”

Helpful Report

Posted 8 months ago

“VERY BAD platform, DO NOT BUY, UNLESS YOU WANT TO PAY THE DOUBLE. I unfortunately recently did a purchase of 430 GBP through ASOS, split in 2 orders. To my shock, they DID SEND THE FIRST ORDER BY FIRST OLD-SPORT THIEVES DHL, who is now charging me USD 200 to receive the package - RIDICULOUS -, while this is the FIRST clothing store that I ever have to pay taxes here despite the expensive cost of their dresses, I am also charged (threatened) by DHL with their abusive fees, which surpass far over the 25% legally allowed by law (tax + import fees), meaning ASOS not only is stupid, their "free delivery" is a lie. I already hate this company, I am never purchasing from them again. I have no idea what will happen, since I do not intend to pay more than half the value of my order to get it. THIEVES.”

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Posted 8 months ago

“I ordered next day delivery on a Monday and I’m still waiting on a Thursday and they don’t know where my order is. The customer care lack comprehension/understanding and don’t take the complaint seriously. Won’t use again”

Helpful Report

Posted 9 months ago

“Absolutely horrendous experience with ASOS "customer service". Used ASOS for a number of years, were always my go to but never again. Returned items, didn't get refunded for them, chased this with "customer services" and I've now been going around in circles trying to sort it with them for getting on 2 months now. Every time I reply I receive an email from a different person asking me the same questions, so basically the mentality seems to be fob off and move on, never speaking to the same customer twice. I've provided tracking information which they're ignoring, I've told them I didn't order nor receive 3 of a certain item and they ignore me, why can't they check my order themselves?! Surely they have access to this information! The worst experience I've ever had with a company and I will never shop with them again. So many other companies who have the same offering, no need to put up with sub standard service like this.”

Helpful Report

Posted 10 months ago

“This company is scamming you. I returned a skirt in June 2023, and I still haven't gotten my refund and it is now mid December 2023. I've been in contact with customer service THREE times, being promised that a refund is on its way. I haven't received a single penny. I talked with customer service a FOURTH time, and was sent something that was supposed to be an explanation to why I had not received my money and why I now no longer was getting the refund, which I had been promised three times before. After reading through the message, not understanding the reasoning, they just ended the chat, leaving me with more questions. They didn't even give me a chance to answer and ask questions to why my refund now got changed. They sent me the message an instantly ended the chat. I don't know what to do but I'm so frustrated and angry. They don't seem to care, and I don't have any trust for this company anymore. I've been a customer for years, and now I will never buy a single thing from them ever again. This company needs to check their refund systems and get better people to work in customer service. I'm not the only one getting scammed. I've found A LOT of stories from people getting into the same situation as me, getting ignored and not getting the help they need. This is a horrible company that scams people out of their refunds. There is no trust and I hope the go bankrupt. And to the people I talked to last, Yash and the supposedly floor manager Sauvik, I hope you get fired.”

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Posted 11 months ago

“Pathetic app to shop from. Only customer care chat, no calls. Chat keeps getting dropped or the inhuman staff keeps disconnecting the chat without bothering to resolve issues. I made the mistake of ordering from this brand. I got message that my eagerly awaited shipment was out for delivery. Once it came, I realized it was someone else’s order. I raised the issue and an agent confirmed my order was lost in transit and they told me they will issue my refund if i return the incorrect order i received. I returned the order and i still did not get refund or replacement of the items i actually ordered. i tried getting their attention on social media and they literally reported me. that’s how pathetic their customer service is. it’s been more than a month without a resolution. They are scammers and thieves stealing from customers under the guise of a website/app that looks legit.”

Helpful Report

Posted 11 months ago

“What a horror show in customer experience, they read from a pre set script, no one cares to investigate properly delivery issues. Be ware when ordering from ASOS and don't select the click and collect option! I placed two orders 882329064, 881117919 during their back Friday within a few days of each other. I selected the click and collect option, to collect at a DHL pick up location, Hema, Beek. I received an email that the package was delivered at the DHL pick up point....but not an email with a QR code that is necessary to collect it. I also never received an email that it was ready for collection only that it was delivered to a DHL pick-up point with a signature on package 1 with the name Zoe, and package 2 the name Roel I went to the DHL pick up point three days running, they said that that delivery did not exist in their record and they could not find my package. I begged them to keep searching and they could not find it and said the package did not exist in their system. I contacted DHL by email, by phone, by chat they said they can do nothing for me if I am not the sender. By day 5 the packages were being returned to sender. I contacted ASOS from day 1 and they kept asking me questions as if it was a home delivery and if I am sure that it is not at a neighbour or left at outside my house. I kept explaining that it was a click and collect package which is also indicated on the order and they keep asking me these questions, to check with neighbours! Further when the package was returned to sender they are asking me if I refused the package,,,after I explained what seems like a million times the situation. If anyone took the time to investigate, it is clear, the service level with DHL was wrong either through their or DHL's fault. I selected Click and collect but the service level was still home delivery. So they delivered it to the parcel shop and it showed as a successful delivery to that location, the end. But it was not then passed through the flow of a parcel for collection so the pick up location could not see it. I spent days contacting, calling, emailing chatting with ASOS and DHL but no investigation really took place. Horrible customer service! Stacey Metivier Netherlands”

Helpful Report

Posted 11 months ago

“Scam website they robbed hard earn money they have no contact no for complain.”

Helpful Report

Posted 11 months ago

“The company's changed and for the worse, unfortunately. Terrible customer service to begin with, going around in circles no one knows what to do or how to handle the case and I'm being given no indication or reasons to the truth of my subject matter. Cancelled order, blocked account but then allowed to place a second order within the time everything was getting cancelled/ blocked then my account was re-instated with no explanation as to why it was blocked in the first place. They've also stopped exchanging? What kind of clothing company as 'big' as ASOS does this? On top of this 20% off code as a goodwill gesture - when I can get this myself through a referral scheme? Pathetic beyond all means imaginable.”

Helpful Report

Posted 11 months ago

“If you're an ASOS customer, you'll want to read this. I was a loyal customer for years, mostly as a 'premium' member. This is what they did to me... Yesterday, I received an email from InPost confirming that an ASOS return left in one of their lockers had been 'lost'. I contacted ASOS and got a refund (£72). Fine. While checking my PayPal account, I discovered that two other ASOS returns hadn't been refunded. I'd posted them in the same locker on 21 October. I checked the tracking on them and both were "in transit" - i.e. "lost" or, as is more likely given the pattern here, "stolen". So I contacted ASOS again and spoke to a helpful chap called Nitesh. He confirmed in writing that he'd these two returns: one for £170, the other for £355.88. Great, I thought. I got emails confirming the £72 and £170 returns but not the £355.88. Probably just a delay in the system, right? I'll check in the morning. Well, today I wake to an email from ASOS that reads: "After an assessment of your account, we’ve made the decision to not process your claim as your account activity is not in line with our Terms and Conditions. Your account has been deactivated and we’ve made the decision to not accept any further orders from you. In the event that any orders are placed on a new or any associated accounts they will be automatically cancelled and your account and any associated accounts will be deactivated, as per our Terms and Conditions." No explanation, no more ASOS account and, importantly, no refund (despite me having it in writing). I immediately went to the customer service chat and they told me that this decision had been taken at the "highest escalation" (whatever that means). I asked for an explanation and was told they couldn't give me one because my account had been closed. At this point it's bordering on a weird Kafka-esque nightmare. My returns get lost/stolen and for some unknown reason my account gets cancelled and ASOS decides to keep my £355.88 (sounds a bit like fraud to me) - but they won't tell me why. What's weirder is that, according to the email, if I take this up with PayPal, ASOS will "be able to provide information to them regarding your account to support their investigations." But I can't have that information? Is there a complaints email? No, I'm told. How do I contact someone more senior? You can't, I'm told. It was only when I produced the written promise of the £355.88 refund that they said they would pass it on to the relevant team, who would then email me. Assuming that's fruitless, what do I do? I can go to PayPal and spend an age trying to get my money back. But that doesn't get my ASOS account back or make up for the stress. So I've come on here to warn other customers and hope that someone reasonable from ASOS reads this and does something about it (refund, reinstatement, apology, maybe a token of their regret at treating a long-time customer like this). Because it's so bad it's almost unbelievable.”

Helpful Report

Posted 11 months ago

“Asos is the cheapest customer service you can have, short expiry dates on gift cards so they can steel the money. Big theifs...”

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Posted 1 year ago

“Very bad experience and they dont reply on emails Changed policies without letting us know And they charge too much as a return fees”

Helpful Report

Posted 1 year ago

Asos is rated 3.1 based on 2,106 reviews