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

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“The website was very user-friendly, delivery of clothes was quick and over-all experience a positive one.”

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Posted 6 years ago

“Really good service, quick delivery”

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Posted 6 years ago

“Placed an order a week ago for delivery on the 4th. Contacted them on 'Chat' prior to the supposed delivery asking why it hadn't been dispatched, I was told the usual that I couldn't do anything until after 10pm on the proposed delivery date....surprise, surprise my order didn't arrive. Contacted them again and now told that it will be with me by the 14th????? I go on holiday on the 10th and placed the order well in advance that other more competent companies could fullfil the order in time. I have asked to cancel the order which they won't do. so I'm out of pocket for an order that may or may not arrive. I'm having to shop elsewhere so that I can guarantee that I've the clothes for my holiday. Absolute shambles of a company that I will no longer be using.”

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Posted 6 years ago

“Terrible delivery service. I'm a new customer and order a couple of things for my Sons birthday 6 days ago and have since received 2 emails stating the delivery is delayed for another 3 days - delivery is in fact now a week and a half late and have still not received despatch confirmation email. Shoddy service and completely unreliable - emailed customer services and they take a day or two to reply, do not use this company if you want your goods within the 3 days that they promise. Look at other reviews and unfortunately, this is a common problem.”

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Posted 6 years ago

“Customer service appaling. There more concerned about how great the company is than the customer. Well ASOS you are not such a great company. Your customer service is appallig.”

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Posted 6 years ago

“Two orders in two weeks which they have taken my money for and then not processed or dispatched the order. You have to wait until 10pm on the "supposed" delivery day even though the asos customer service team have advised the order hasn't been processed or left the warehouse before you can raise a case and then they go from messaging to ignoring you. left with no order and they have my money.... I will not be ordering again. Used to be a good service but now just taking money and not caring about the customer.”

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Posted 6 years ago

“excellent products. very good prices and offers. fully satisfied with customer service. exact delivery times.”

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Posted 6 years ago

“Very poor customer service. Hermes were very helpful as my parcel was damaged in transit and didn't reach me as it was being returned to Asos. Asos chat was more frustrating than helpful and ended with feel free to end the chat! I tried to ask Asos for a replacement as it was a birthday gift and I needed it quickly. I kept being told to wait for a particular date deadline and then I could contact again and was informed that my parcel could take 11 working days to reach Asos and then a further 5 days to process a refund even though I didn't ask for a refund. Asos don't deal directly with the courier and you cannot speak to customer services on the phone or escalate a complaint.”

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Posted 6 years ago

“Stay clear at this company at all the costs. They will promise you a delivery and then fail to meet it. When you contact them to chase they will tell you to wait 10 days. After the 10 days are up you don't get a refund.... they then tell you to wait 10 days for customer services to get in touch.... and on it goes!!! They are a joke and they shouldn't be in business. Vote with you feet or your mouse and go elsewhere, it will save you a whole load of hassle.”

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Posted 6 years ago

“I would STRONGLY advise people to steer very clear of ASOS if you would like to receive your item or at very least, keep your money secure. I ordered a very expensive item on the 23rd July this year, as a birthday present for my sister, the date of which is fast approaching. Hermes was used to deliver the item (first mistake on ASOS's part as this company is notoriously awful). I expected the delivery yesterday afternoon, which I waited in for. It didn't arrive so I checked the tracking details. I noticed, very oddly, that the driver had requested a return to sender before even attempting delivery. I can only assume he/she was running late on their day's deliveries so just thought 'ah well, scrap that one, save a bit of time'. The item was then apparently sent back to ASOS without even letting me know. I contacted ASOS about this matter, explaining that obviously, this is not my fault as I was in the house all day and no delivery attempt was even made. They then told me (via clearly scripted messages) that I would have to wait 12 days or more for them to get the item back and then refund my money or resend it. This is completely unacceptable as I have had my money taken (and not a small amount either) through NO fault of my own! They are now just saying they refuse to do anything to help me and to top it all, cut me off on the chat, saying 'I can't help you, so I'm going now'. I've never known customer service quite this shocking EVER. I get that the problem may lie mostly with Hermes' lazy delivery drivers, however, it was not my choice nor knowledge to use Hermes, so I expected at the very least, for ASOS to say 'okay so this isn't your fault, so we will round you immediately and take this up with Hermes'. But instead, I just get fobbed off. Luckily (the only saving grace here) I paid via PayPal who have listened, taken my side of the argument and opened a case for me and have taken the money back from PayPal (up yours ASOS! :D) but obviously I do have to wait a few days before I will get it back. Just say clear of this cowboy company people :)”

Helpful Report

Posted 6 years ago

“Their business professionalism is highly disappointing and their customer service is extremely poor. I had ordered an item for next day delivery and not only did it arrive in the wrong size but I did not get a refund for my Next-day delivery fee. I do not expect this from, what seems, a well established company. I will NOT be shopping with Asos again.”

Helpful Report

Posted 6 years ago

“Asos is fine until something goes wrong and then you have to rely on the most appalling level of customer service I have ever seen. I have (or rather had) an account with Asos set up with £9.95 next day delivery and ordered some items to my workplace I absolutely had to have for the weekend. Nothing turned up that day and I then got a text to say that I had requested a change of date and my items would be turning up at my office on Saturday - I don’t work on a Saturday, so this was of no use to me! I called DPD in regards to the delivery who told me that Asos had requested this change and to contact them. When I contacted Asos they were entirely unhelpful and told me I had to deal directly with DPD and change the delivery location myself. I went back to DPD who told me that Asos have a lock on changing the delivery address and therefore I had to speak to them. When I returned to the online chat with Asos, the customer service rep (that’s you, “Charlotte”) abruptly terminated the conversation with me! I then started a new chat where it was finally established that you Asos won’t allow you to change the location of the order other to click and collect at a shop in the vicinity of the original delivery location - absolutely useless! I had no choice but to cancel the order and order a new one to my house for the next day (Asos refused to guarantee they could get it for the morning so I had to take a risk). This also meant I was £400 down at this point with nothing to show for it. Then on the Saturday I received a further text from DPD to tell me they had tried to deliver my order to my workplace on Saturday and I wasn’t in, so they were going to try again on Monday. I contacted Asos to find out what the status was and the customer service couldn’t tell me. *sigh* so used to this level of incompetence at this point, I just said to them, fine, just deliver it and I’ll return it. The order didn’t turn up and Dpd told me they had no idea what was happening - you’ll find this is the general vibe of the entire operation - so I just gave up at this point and thought I’ll wait and see what happens. I finally get an email to say they’ve received my order back and I will get a refund in 5 - 10 working days - hooray! When I tried to log into Asos to check the status...would you believe it, as a final thank you, they’ve blocked my account - no explantation, no opportunity to contact them, just blocked. I don’t wish to use their miserable company again, but they should allow me the opportunity to properly terminate my account (remove card details etc) and confirm to me they are no longer charging me an annual £9.95 for next day delivery - otherwise seems a bit crookish to me - I have found the whole experience beyond awful and would highly recommend people use this company sparingly until their customer service is properly up and running.”

Helpful Report

Posted 6 years ago

“Overall rating: bad. Slow to send out and return items during sales. Generic customer service responses where the assistant clearly hasn't read a single thing youve written. 3 out of 5 of my orders were part or fully cancelled because items because they were no longer in stock (after several days). When asking for a replacement item due to a product fault, incorrectly told a new one was on the way. Instead they processed a refund, and they were out of stock. I would've kept the item if I'd known. Customer service for an internet company is so important. Why have they got it so wrong!?”

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Posted 6 years ago

“They always have amazing stuff”

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Posted 6 years ago

“Customer service is beyond awful. Parcel never turned up and they string you along for ages when you chase them. The order was due on the 6th; I first chased them on the 7th and their response was that there has been a delay with the courier and that I could expect it by the 17th. I phoned again around 4pm on the 17th and it was "too early - I should call after 10pm, the tracking page just hasn't updated". On the 18th they said they had passed it over to the specialist team, and they would be in touch within the next 7 days. Did live chat today (25th) and as it is the 7th day they say I need to wait until after 2359 tonight. All this time they have my money and I do not not have my goods.”

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Posted 6 years ago

“VERY EASY WEBSITE TO USE, GREAT PRODUCTS AND GREAT CHOOSE AND PRICE.”

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Posted 6 years ago

“terrible customer service, still waiting for my exchange order after 1 month and they ignore emails and requests, dont even refund my money, never buy from asos anymore”

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Posted 6 years ago

“WARNING Worst costumer service I have ever experienced. Still waiting on my refund after I returned some clothes two months ago. Have emailed, live chat and Facebook messageed them. It takes days to get a single reply and each worker has said the specialist will contact me within 72 hours. I still have not had any message from their 'specialist'. I'm not going to stop contacting them until I get my money back and will never use their services again!”

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Posted 6 years ago

“Always impressed with the service and no quibble return and refund policy.”

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Posted 6 years ago

“My favourite etailer. Their customer service is incredible and you feel as though you really matter to them with each and every purchase. Thank you so much for being consistently wonderful since the very beginning.”

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Posted 6 years ago

Asos is rated 3.1 based on 2,106 reviews