Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

Questions

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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“After shopping with ASOS multiple times, I trusted their service to buy a fairly expensive pair of ray bans. Understanding that processing would be slow given current circumstances, I expected a slight delay. However when ordering, the website allowed me to select and pay for next day delivery which I chose. I was then told they dispatched the day after. Three weeks on, I have never received the parcel. Around 8 emails later, many of which were ignored by customer service I was told my parcel never left the warehouse despite initial emails claiming that dpd were the issue. Throughout the 10 day period after the order was said to have been dispatched, I never received an email updating me on its progress. And therefore believe that this would have continued for many weeks to come if I had not emailed customer service to question where my parcel was. I have now been offered a refund, however they are still claiming shipping costs, that I paid a higher amount for to receive my parcel safely the day after ordering. The customer service surrounding this order has been the worst I’ve ever experienced and I will NEVER order from ASOS again. And suggest that when ordering high value items you do the same.”

Helpful Report

Posted 4 years ago

“I ordered three separate orders all over $75 to Canada to receive free shipping only to be informed by my local post office that Asos put a Collect on Delivery (COD) amount that must be paid before I can receive my parcel! I spoke with a representative from the post office who informed me that these are NOT custom/border fees, they are NOT shipping courier fees, but they are fees specified by the SENDER (asos). When the post office collects the COD funds from the recipient, they submit them to the SENDER (asos) by cheque or electronic fund transfer. Don't waste your hard earned money on these scammers!!! They're customer service is impossible to get a hold of and when they do respond they act like it must be a customs fee and offer no help or assistance with the matter. They actually told me that I should have done my research before shopping. I kindly responded that there was nowhere on the site that indicated such ridiculous high fees or of course I would have never ordered once let alone 3 times!!!!!”

Helpful Report

Posted 4 years ago

“Two orders but I did not receive one of them. Terrible customer service.”

Helpful Report

Posted 4 years ago

“After a month of not receiving my order. I contacted ASOS who said to confirm if I would like a replacement sent. I confirmed but the email I got in response was that a member of the customer care team would get back with me. I have received this same email everytime I contact them subsequently and still have not received my item. Do not use this company.”

Helpful Report

Posted 4 years ago

“I've been shopping online since forever and this.. This was the worst customer service I ever experienced. Didn't resolve my issue and instead chose to just block my account!!!”

Helpful Report

Posted 4 years ago

“DO NOT ORDER!! Been waiting over a month for a refund on returned items and customer service is no help only getting the same auto generated email. Shop elsewhere!!”

Helpful Report

Posted 4 years ago

“This company currently has an alert out on BBB about their return practices. Their returns are unreliable and frequently lost. I have tried to communicate with them about over $200 in returns for dresses for a wedding that didn't fit correctly. Their responses have taken weeks to a month and they have refused to refund me, saying they never received the package even though it was scanned at a UPS facility.”

Helpful Report

Posted 4 years ago

“I used to be a frequent ASOS customer, but I WILL NEVER ORDER FROM THEM AGAIN!!!! They have the worst customer service. They could not deliver my package that I had to re-oder 6 times!!! They failed to deliver a package 6 times!! Absolutely no help from anyone from customer service. Im very disappointed that I will be leaving ASOS forever, but their regard for customers is completely inexcusable. DO NOT ORDER!!”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“If you are in Canada- DO NOT order from this website. You will be hit with custom fees through Canada post that is not mentioned on their website. They also do not provide an email for customer service. You can message them in messenger live but you have to wait along time to hear back, contacting customers service is really difficult. I had an incomplete order and I was missing an item, I have asked for a refund and I am looking forward to the response. I have not heard back yet.”

Helpful Report

Posted 4 years ago

“My order has been missing for over a month now. It was supposedly shipped on the 19th May but Hermes said they never received it. I have tried to contact ASOS on every form of social media and all I get is automated replies. My order was worth over £100 and I just want my money back now. They are completely useless. DO NOT EVEN CONSIDER BUYING, BUY OFF THE BRANDS WEBSITE IF YOU REALLY WANT AN ITEM BUT DO NOT BUY THROUGH ASOS”

Helpful Report

Posted 4 years ago

“I have been a long time costumer. Not anymore, still trying to get my money back from the last returns. The costumer service is no good. I think they stole my 400 € and probably won't see them again. This is the last time I use ASOS if they don't make something about it. If they do, I would be happy to share a different review.”

Helpful Report

Posted 4 years ago

“They say free return and I will receive full amount, never happened scam business also be aware that price doesn't include custom and duty fees”

Helpful Report

Posted 4 years ago

“Every day I receive your marketing emails, but to pay workers to help your clients, is there no money? We do not deserve this customer service. I've been shopping for years at Asos, but never again! Since the coronavirus crisis, they have not responded for two months! avoid ASOS !!”

Helpful Report

Posted 4 years ago

“beautiful white summer mini dress, the size is true (12, because I have a bra size 36 / D), great elastic, soft material and are not translucent, thank you very much,next day delivery(in corona19!!)👌👌🔝”

Helpful Report

Posted 4 years ago

“Worst customer service ever..!!! My order has never been delivered, despite them keeping sending me the same email saying that it has arrived since I last got in touch with them (basically same b.s every single day). They kept telling me to check my mailbox, my neighbours, my post office, and that there's nothing that they can do If I don't do so... Which I did 3 times !!! 100% scam. Avoid if you don't want to see yourself hustled..”

Helpful Report

Posted 4 years ago

“Asos have changed the returns process where you set it up online and take it to your nearest return point. I did this then travelled the 10 miles to do so to be told the code doesn't work... This was after they tried scanning it and manually entering it three times. Asos sent me another one after fice days of asking so I did the same trip to be told the same thing again by collect plus. So 20 miles driven and still unable to return the parcel. So for the last nine days I have messages every day and nicely asked for a label to be posted out to me as I don't have a printer., four times I have been sent a label to print off and then Yesterday they sent me a code to return via asda. My nearest asda is 100mile round trip!!! So trying to save the planet by not putting labels in the parcel has already involved me travelling 20 miles for nothing. I cant seem. To get thru to them about any of it, they aren't reading my message properly at all. They really are joke and for the hassle of all this I Will never order with these bunch of clowns again.”

Helpful Report

Posted 4 years ago

“Very bad business and horrible customer service. Never got my order delivered they keep changing my delivery date. I been waiting for a while already. Emailed customer service and all they said is sorry for the inconvenience. That all. Scam. Value your money and go shop elsewhere.”

Helpful Report

Posted 4 years ago

“Stole my money during covid. Waited months for my order to arrive but nothing. Supposedly returned to sender. Asos promised they will refund but nothing and horrible communication. They even know I have a brain injury. Reprehensible conduct.”

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Posted 4 years ago

“Amazing delivery! Alaways on time and correct evey single time”

Helpful Report

Posted 4 years ago

Asos is rated 3.1 based on 2,106 reviews