Name: Asos
Rating: 3.06

“Always been so impressed with ASOS. That was until placing 2 orders last week for delivery Friday 2nd October. Still no delivery, have emailed ASOS twice and only got a generic email template back to say 'allow 5 days extra' after your delivery date. I have even contacted DPD myself who have said they haven't even received the orders from ASOS! What has happened!?”

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Posted 4 years ago

“I ordered 2 jumpsuits and followed heir size charts. One fit and the other did not. What a scam! won't replace or refund my item. I paid 59.99 for the jumpsuit. Do not order from them.............scammers”

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Posted 4 years ago

“TERRIBLE SERVICE - ORDER MISSING 11 DAYS AGO AND NO RESOLUTION OR HELP”

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Posted 4 years ago

“Dreadful experience. Dreadful experience. After losing few of my returns they have closed my account. I clearly got punishment for them making mistakes and losing parcels however as much as I accepted this I have made a return of my order that has been partially refunded for some reason whilst all items has been returned. God knows what was behind that person mind but they have literally pick and chose few items to refund and ignore rest of them that were in the parcel returned back. Now Asos refusing to refund me for the items I have returned( my whole order) and obviously decided to keep these items too. How wrong is that? I have contacted ombudsman’s services it’s just a shame that they won’t do anything to help you But turns you away every time What happened to rest of my clothes that I’ve returned? Will they be resold? And I have to still pay for them ? Save yourself hassle and shop elsewhere”

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Posted 4 years ago

“I have received a parcel today and as I wasn't satisfied im looking how to return it. I have logged in, Pressed on My orders and the other option should be Create return - which seams no where to be found. However some how managed to find it on Hermes, added my order number and it comes up as - its been more than 46 days!!!!! Its not even one day!!!! there is no where to contact them to speak with anyone. trying to contact them via email it doesn't even open !!!! I WANT TO RETURN THIS ORDER AND NEVER BUY FROM THIS COMPANY AGAIN IF THEY WONT COME BACK TO ME WITH TAKING THIS SILLY ORDER BACK!!!!!”

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Posted 4 years ago

“Ordered a pair of jeans 15 days ago with a 2 days delivery, still waiting on it and nobody can't tell me where my parcel is. I have sent multiple emails and contacted them via messenger multiple times. First email they told to wait as they had to investigate, then they told me hermes had to investigate and to wait 24h, then they asked to wait another 48h and when I have asked for a refund as I still don't have the parcel and nobody can't tell me where it is they have stopped answering me. Horrible customer service, all I had until now is just premade or patronizing emails. I used to buy on asos all the time but I will never ever again”

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Posted 4 years ago

“ZERO STARS. DO NOT USE ASOS. VERY BAD CUSTOMER SERVICE. It was my first time using ASOS on 28 Aug 2020. ASOS thought my order was fradulant and automatically cancelled all my orders without clarifying with me. Before i can log into my account to reach out to ASOS Helpline, ASOS blocked my account on 28 Sept 2020. I emailed ASOS to enable my access to my account, and could only access my account on 8 Sept 2020 (this process took more than 1 week). ASOS also reassured me that all the orders which was cancelled by them will not be charged to my credit card. However, 1 of my orders amounting to USD3,300 was billed to my credit card on 1 September 2020. I contacted ASOS about this discrepancy and they asked me to contact SkyNet directly on the delivery status & insisted that I rejected the delivery on 8 September 2020. How can i reject the order when i could not even log-in until this date? I have no idea SkyNet is their corier and did not know how to contact SkyNet. Just a first time customer, hoping to receive her parcel but all these cam crashing down. Instead of helping me resolve this problem (which was created by them), ASOS asked me to contact SkyNet directly to check if the parcel was refunded to ASOS. What in the world. This problem would not even occur if ASOS did not cancel my order without my approval, and seek my clarification instead. They asked me to settle the problem created by them, and refused to refund my monies. On 7 September 2020, they promised that no amounts will be billed to my credit card as ASOS cancelled the order, but they lied. It is 30 Sept 2020 now and i have not received my refund or any status update on the parcel return. DO NOT EVER USE ASOS. WORSE CUSTOMER SERVICE. ZALORA IS MUCH BETTER WITH BETTER SERVICE.”

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Posted 4 years ago

“ZERO STARS. DO NOT USE ASOS. VERY BAD CUSTOMER SERVICE. It was my first time using ASOS on 28 Aug 2020. ASOS thought my order was fradulant and automatically cancelled all my orders without clarifying with me. Before i can log into my account to reach out to ASOS Helpline, ASOS blocked my account on 28 Sept 2020. I emailed ASOS to enable my access to my account, and could only access my account on 8 Sept 2020 (this process took more than 1 week). ASOS also reassured me that all the orders which was cancelled by them will not be charged to my credit card. However, 1 of my orders amounting to USD3,300 was billed to my credit card on 1 September 2020. I contacted ASOS about this discrepancy and they asked me to contact SkyNet directly on the delivery status & insisted that I rejected the delivery on 8 September 2020. How can i reject the order when i could not even log-in until this date? I have no idea SkyNet is their corier and did not know how to contact SkyNet. Just a first time customer, hoping to receive her parcel but all these cam crashing down. Instead of helping me resolve this problem (which was created by them), ASOS asked me to contact SkyNet directly to check if the parcel was refunded to ASOS. What in the world. This problem would not even occur if ASOS did not cancel my order without my approval, and seek my clarification instead. They asked me to settle the problem created by them, and refused to refund my monies. On 7 September 2020, they promised that no amounts will be billed to my credit card as ASOS cancelled the order, but they lied. It is 30 Sept 2020 now and i have not received my refund or any status update on the parcel return. DO NOT EVER USE ASOS. WORSE CUSTOMER SERVICE. ZALORA IS MUCH BETTER WITH BETTER SERVICE.”

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Posted 4 years ago

“After about 20 emails back and forth for a refund I have still not received it. I am so tired of responding to the same question to confirm my order details and my name that it is obvious that I’m not getting my refund. No phone number to call to speak about the issue that was a mistake on their behalf. They used to be great but recently the quality of the goods is poor if ASOS own and as I said I have still not received my refund .”

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Posted 4 years ago

“I have had non stop issues on my account all I want to do is redeem a voucher that was bought for me as a gift and that seems to be the hardest thing in the world for this business. So far I have completed one order, which got cancelled in error using a gift voucher. I was advised no monies were taken and to reorder, however my gift voucher had yet to be refunded. After 24 hours I emailed again, to be told, this will be done in the next 24 hours.. same again the following day.. this went on for 1 week. Using email and also facebook messenger I was emailing non stop so I could replace my order. The order was originally completed on the 23rd of August. When this finally got resolved on the 12th of September all of my products I originally wanted to purchase were out of stock. I begrudging completed a second order to use the voucher the same day I received another voucher, order, I received an email advising this was shipped and due to be received on the 13th of august.. safe to safe its now the 17th of August and I haven’t got anything. I contacted ASOS again yesterday through facebook messenger – only to be told, the product cannot be found anywhere we will offer you a refund… great so will I now have to wait 4 weeks to get the voucher back and go through the same process as before – lets see..”

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Posted 4 years ago

“Customer service is a joke this was my first order and will definitely be my last. Waiting for my order since the 05/09/20 and still no one knows where it is! Today I’ve been told no managers work on a Wednesday? And would take another 96hrs before anyone could contact me back which will never happen!! As NO one has ever contacted me regarding my complaint.”

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Posted 4 years ago

“I just had a similar experience to some of the people here. I spent over £250, the package never arrived, although Hermes (the delivery company) claimed it was signed for by me! ASOS then close my account, don't refund me and continue to ignore my emails. I've been shopping with them for 12 years and can't believe how badly I've been treated by them. I'm now having to make a claim via my bank... it seems like they're tactic is to push blame and get the banks to fork out for their mistakes while putting their customers through lots of stress and wasting everyones time in the process.”

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Posted 4 years ago

“I ordered a bunch of stock the other day, they made a mistake with a the size of one item, when I spoke with their customer service, they ask me to ahip them back for a refund, the problem is that i have to pay 23$ for the shipping and the pants cost me about that prize so this basically means that I wont see my money back. When i told this to their customer representative, they weren’t able to give me any viable solutions. I should not have to pay for their mistake.”

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Posted 4 years ago

“Over the years I’ve spent a lot of money in ASOS however you daren’t send anything back as they now block your account! Online shopping is never easy as sizes vary so much. I use to love ASOS but I just think it’s a cheap, trashy outlet with zero customer loyalty.”

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Posted 4 years ago

“I will say Asos is a decent company but when it comes to refunds and returns its absolutely rubbish. Its been over a month since i sent my return and they have recieved it because hermes shows delivered and i still havent got my refund. Also with the Jewellery just know your getting what your paying for, wouldnt recommend the cheap jewellery as the colour comes off after a couple days and stains your skin green. Just be careful. If you have to order just make sure to look at reviews and make sure your getting the size you want.”

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Posted 4 years ago

“My partner and I rarely buy much, but we treated ourselves as he has been very ill and I have recently gone through cancer treatment. However, the stress of using ASOS has been horrendous. ASOS cancelled my account the evening of my order and said the order was cancelled. However, they then took over £350 out of my bank account, but only some of the goods arrived. They are now implying I'm a thief and so will not refund on items that did not turn up and I cannot sort the return of unwanted items as they cancelled my account! Don't use this company-they are scammers.”

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Posted 4 years ago

“On 31st August 2020 I ordered 14 items from Asos. Almost straight away, Asos sent me an email telling me that my account was blocked as activity on my account looked suspicious. I did not understand what activity this could be, besides having spent hundreds of pounds on a first order (previously my daughter’s partner had ordered for us on his account). On the 4th September, I was surprised that Yodel delivered my Asos order, but only 11 out of the 14 items were delivered and the bag was done up with brown tape. Asos had taken £331.85 from my bank account, even though £52.37 worth of goods were missing. Not only that, we decided to only keep £116.16 worth of goods. However, by Asos having blocked my account, I could not return any goods without their help. I wrote to Asos and this was their reply: ‘After an assessment of your account, we've made the decision to not issue a refund for your items.’ Therefore, I have lost £215.69 down to the action of this scam store. I have used many stores over decades of ordering and not had this happen to me and so I would suggest that if you want to avoid this upset, stress and money loss, you shop at other stores. If anyone can tell me how to proceed with this, I’d be truly grateful.”

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Posted 4 years ago

“Their customer service becomes sucks from last year. I have shopped with ASOS for 8 years already and always get good care before. Today I am disappointed again and also my third time. So I will shop with other company later.”

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Posted 4 years ago

“I wasn’t even want to give them one star, it was my first experience and I was excited to receive the product I ordered honestly I couldn’t even wait to receive my clothes. I ordered for next day delivery and waited one month and end up with a refund! How cruel is that. so it is my first and last order with ASOS”

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Posted 4 years ago

“Bad customer service who deliberately try to waste your time by confirming your Account name even though it's linked to your Facebook which you are talking with them through. Also my package still hasn't arrived, estimate said it would take 12 days but the package still hasn't left their country. I have a screenshot from their carrier which proofs it.”

Helpful Report

Posted 4 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