Name: Asos
Rating: 3.07

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 5 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 5 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 5 years ago

“I have been waiting for about 6 months to receive my refund but I haven't, bad customer services. Be carful when you try to return something, In this case you'll be the one who call them everyday no one will contact you because they already took the money.”

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Posted 5 years ago

“Absolute rubbish. My daughter ordered an outfit for a special day at school. We were told lies by Yodel that they had put a card through door which they had not. Parcel has gone missing. Tried to contact customer services through live chat - hopeless. Said they would respond in 24 hours - but no answer. Will never order from this company again. Have had to buy another outfit for another company and no idea if the original parcel will turn up or if we will be compensated!”

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Posted 5 years ago

“I have been ordering from ASOS for years, more lately since I have a teenaged daughter. DO NOT shop this site. There is no customer service and they will charge you LONG before you receive your package- IF you receive it at all. They straight up lie about delivery dates, so plan at least a month later than they project, and be prepared to be disappointed when your stuff arrives. Its hit and miss- some stuff is great, other things are off size and cheap. BEWARE! They are barely better than a scam.”

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Posted 5 years ago

“Good customer services. Efficient delivery. IT issue restricted payment, but then this was sorted. Great product.”

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Posted 5 years ago

“They sent me out a faulty return label, then told me 8 days after it was delivered. By this point I had already posted. They then blamed me for not getting proof of postage I have now lost £30 and they are not willing to help at all.”

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Posted 5 years ago

“I am no that kind of person who its usually leaving reviews, especially the bad ones. Today I experienced the worst customer service since i am dealing with online services. On the 2.05.2019 i had returned a parcel to Asos and on the 04.05.2019 they receive it (no update from them) so i decide to contact them on their live chat and i was told that my parcel has not arrived yet , when I told the lady that i have a POD she told me " we have thousands of returns processed" fair enough, i am working in the same field and i know the pain of being busy, but from that to tell me that you don't have it yet its a long way.”

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Posted 5 years ago

“Bought a few items from here but specifically a blue notch collar coat. I wore the coat to my bridal shower and received so many compliments!”

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Posted 5 years ago

“Loveeee shopping here. Great quality clothes with affordable prices.”

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Posted 5 years ago

“Customer service is shocking!!!!!!! live chat is awful, so unhelpful, rude and they end chats while your talking!!! Anastasia is very rude! awful awful customer service.”

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Posted 5 years ago

“Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever !!! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me !!!! What kind of specialist ?? Really? You need a specialist to contact DPD and find out where is my order ?! Where are your customer service skills???? How can you disconnect a chat that customer started without sorting out the issue or at least trying?? How can you finish the chat before the customer is happy with the outcome??”

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Posted 5 years ago

“Terrible place to shop complete scammers can’t ecen get in contact with a live person.”

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Posted 5 years ago

“If I could give 0 stars I would. the worst customer service I have ever experienced. Only option is to email or live chat. Emails go unanswered and live chat is the worst service I have ever encountered. I have been waiting 1 week for an order which I paid extra for next day delivery. I have been on live chat 5 times, every time, they tell me to get back in contact the next day and then end the chat. Appalling company.”

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Posted 5 years ago

“DO NOT TRUST THIS COMPANY! I had previously ordered from this company on several occasions, however I will never again. I have had an ongoing dispute with ASOS since July 2018 and it still is not resolved. They have scammed me for £545.00. I ordered several items from them on June 30th and when they delivered my parcel no one was at home, so rather than leaving a note to re-arrange the delivery or leaving it at the post office they left it with my neighbour without my permission. Firstly this is against consumer rights. Secondly I received no text/ note to let me know my parcel was left with my neighbour, until my neighbour knocked on my door to give me the parcel. When I received the parcel from my neighbour, firstly it was a lot smaller than I had expected and secondly items were missing. Now I trust my neighbour and the package was fully sealed, therefore I know my neighbour had not taken any items but my most expensive items were not delivered. I had received goods worth £55 and the remaining items were missing. I have called ASOS several items about this, I have contacted my bank and raised a dispute, however ASOS refused to give the money bank. I have also spoken to Citzen's advise and sent ASOS letters and emails with no reply. This company is the worst to order from, they claim they have closed my case and no one will speak/ answer me. I would highly recommend not ordering from them and I have never dealt with such an unprofessional, scam company in my entire life!”

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Posted 5 years ago

“Paid for premium delivery useless told it was despatched on the phone called again and order is still at warehouse a waste of money £9.50 for premium delivery”

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Posted 5 years ago

“Awful delivery. Even though I am paying for next day delivery, the packages NEVER arrive on the next day.”

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Posted 5 years ago

“l placed an order and paid for next day delivery, as lam writing now it's been 3 days now, l still haven't received my item, l have called customer service twice but they were so rude, one cut the call and the second one threatened to cut the call because I was complaining too much,l will never use asos again, this was just my first time, but I never and ever do business with asos again”

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Posted 5 years ago

“I have had many small squabbles with Asos, because there is almost always a little problem with any order. But I looked past it because solving it would not be worth the effort it would take and because ultimately the prices so cheap. However, it has happened REGULARLY that they claim to not have received my returns, so you want to hang on to your receipts for dear life or you lose everything. In total, I have probably lost well over 300 pounds because Asos claimed they didn't get my returns. This time, however, was even worse; I ordered a few items for my upcoming vacation two weeks before my flight. I purposefully checked the tracking info and stayed in 2 days in a row, not leaving my flat, waiting for my parcel. Asos sent me emails 3 times claiming I was not in and they could not deliver the parcel, however, both I and my flatmates were in the house and we KNOW that a delivery truck probably didn't even pull up (we would have heard that). So I contact Customer Service and tell them the issue. By this point, 7 days have passed. They say they cannot redirect the order to be re-sent to me; it's their policy that after 3 "failed" delivery attempts, the order goes back to the warehouse and is processed as a return. I make sure to understand this correctly; they said I'd have to reorder all the items I wanted again in a different, separate order because the first parcel was definitely going to be processed as a return and I would receive my money back for that. To make sure, I did tell them I was not going to be in much longer as I was going on holiday and they said they understood and would not send me anything. (A side note here; the customer support person was incredibly rude and passive-aggressive. The lady later was nice, but still unhelpful.) Fast forward to today; 16 days after first placing the order, it has reappeared and was delivered while I am on holiday. I am not going to be back for a month and when I tell Customer Support about the issue, they say there is nothing they can do and that if I want to return anything after I am back from my holiday, I would maybe get a gift voucher. I am incredibly upset because I did nothing wrong in this situation and Asos does absolutely not care. And they never do, so do yourselves a favour and shop somewhere else - Asos' prices are not worth the headache and in 80% of cases, you'll probably want to return stuff anyway; and that is where the real nightmare starts.”

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