Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,116 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,116 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

“I would give 0 stars but that's not an option. My order payment was taken but no order was processed, when I asked about it I was told my payment was declined. I told them the payment had gone through and so they told me I would be getting a refund in 10 working days, despite still claiming my payment was declined! The customer "service" refused to get a manager, despite me asking over 10 times. I will not be shopping there again.”

Helpful Report

Posted 4 years ago

“I'm still in shock as I write this and extremely upset. I've been an Asos customer for almost 10 years and the way I've been treated is abysmal and not at all what I would expect. I tried to log into my account yesterday and found my account was blocked due to 'suspicious activity'. When I tried to speak to someone on live chat I was told my full name (which is on the account) is NOT the name on the account and they wouldn't help me any further. At that point I was extremely confused and annoyed but it gets worse. This morning I get a clipped email from Asos verification saying my account has been closed and I'll never be able to place an order with them again as my bank advised a payment was fraudulent and Asos were charged for the value of the order??! Which order, what are you talking about? This is simply NOT true as I've just spoken to Starling Bank now on the phone and they confirmed they did not make a claim against Asos. The Asos email tells me not to contact them at all anymore and all future emails will be ignored and to speak to my payment provider - which I've done. I'm so confused, angry and upset as I have NO IDEA what this is about. So disappointed in the way Asos have treated me without attempting to make contact with me first to clarify anything. I've never been flagged for fraudulent activity and my bank are just as baffled. Just unbelievably callous treatment by Asos.”

Helpful Report

Posted 4 years ago

“i ordered a dress i already have paid for delivery for the year which means next day. after 4 days i tracked my parcel to say they have returned it to asos? i have contacted them who say they do not know why. i asked for a refund so i could re order and they have advised they cannot refund until 7 days or more? it was their decision not to deliver it was already late now i cannot get a refund so i cannot re order this is not good customer service after a long time being a customer this has left me with no confidence to use them again”

Helpful Report

Posted 4 years ago

“Accidentally ordered items to a previous address which was saved on my ASOS account. Next day I realised my mistake and asked ASOS to amend the address or just cancel order and let me redo it. They said it was impossible to do this because they package and send items so quickly. The items are not due to be delivered for another 10 days so not that quick. Now I have to try and contact random people at my old address to get my order. Customer service were incredibly unhelpful.”

Helpful Report

Posted 4 years ago

“Refused to return money for refunded items. ASOS is not a reliable online shop be warned.”

Helpful Report

Posted 4 years ago

“I ordered x4 items 7 days ago. I have received an email from ASOS saying Yodel had the item and it was on its way, and a link for Yodel. Two days after the delivery date I contacted Yodel who said speak to ASOS we haven't received the items. An ASOS customer service online chat representative looked into it and said, 'we realised we didn't have the stock when it came to packaging your items, you should of been refunded. I checked my bank. no refund. I explained this to Carlo on the online chat. He said it will be with you by 10 days, is there anything else? At this point I had received no confirmation in writing that the items were not in stock nor that a refund was being issued, in fact my online account still stated the delivery was on its way and I had no written confirmation that a refund was on its way either. When I requested to escalate the matter this was refused. When I asked to speak to a manager this was refused. I was told the online chat was being monitored but I would not be put in touch with someone directly as they do not offer this service. When I asked for a phone number this was declined, a direct phone line does not exist. When I expressed how unhappy I was with the service given that I had sat and waited for the items to arrive two days after they were due and spent time contacting Yodel and ASOS to be informed the package didn't even exist, I was told the refund of 10 days would not change and no other alternative or good will gesture was offered. When I persisted for another solution I was told I was going round in circles and frustrating myself and this wasn't helping. I was told I was being emotional and the situation would not change. I was told I was making it hard for myself and the 10 day refund policy would not change for me. I was told Carlo felt a solution had been met and the situation resolved and he could stay on the chat with me all his shift but this wouldn't change the situation either. This is by far the worst customer experience I have ever witnessed. I felt insulted, refused, unheard and disrespected, I was given no alternative option to seek help or advice elsewhere, nobody interjected or interviewed when I expressed my unhappiness with how Carlo was speaking to me, when apparently Mangers were watching. Money has been deducted from my account for items that do not exist, my online account has not been updated with this information which still says the items are on their way to date. I have no written confirmation of a refund, only Carlo's word that I will have one in 10 days time, meaning funds have been missing from my account for 17 days with no product received. Carlo said I can write a trust pilot review via a link, with no solution or alternative after being on the chat for 1 hour I asked for the link and stated I wanted to end the chat, my final message from Carlo said, and I quote exactly "I would be glad to do that, you can vent your complaints with regards to your delivery..... " I will be posting the above on Trustpilot and anywhere else I can in the hope someone will come back to me and confirm my refund and maybe even address the issues I have listed above as there are no other alternative methods of me contacting ASOS Customer Service, email, telephone, ASOS HQ does not exist and if it does they do not accept incoming calls.”

Helpful Report

Posted 4 years ago

“The context was I bought that items and waited for delivery for weeks. The deliveries were delayed again and again and I had to wait for so long for the items. The customer service provider was really disappointing because not only I did not get my items in the end, my items were returned without my knowledge. there was no further update after 12 November on the delivery status of my items. I had to reach out on my own to your customer service to find out what is the status of my items. I was then told to contact the delivery service man in Singapore on my own without any help from your customer service. Furthermore the information provided on the live chat and Facebook messenger a completely different and not updated real time. I was frustrated because I was told that I will be refunded and I had to wait for another 21 days after having one hour inefficient live chat with customer service?? WORST EXPERIENCE EVER, NEVER COME BACK.”

Helpful Report

Posted 4 years ago

“worst customer service”

Helpful Report

Posted 4 years ago

“My ASOS order was delivered to. Wrong address by dpd now no one knows where my parcel is it’s been a week so my order is basically list cos neither ASOS or dpd knows about my parcel”

Helpful Report

Posted 4 years ago

“Disgraceful customer service ! 1. They sent me a product that they knew was faulty 2. They refuse to exchange it and expect me to return it (whilst keeping my money for 3 weeks so I can't pay for another pair) Robbery and no birthday gift.”

Helpful Report

Posted 4 years ago

“I paid $140 over a month ago, my delivery never came and ASOS denied any purchase that was made. After Emailing multiple times they kept giving the same response and refused to refund the order. *****Never ended up getting order”

Asos 1 star review on 16th November 2020

Helpful Report

Posted 4 years ago

“Extremely poor services from the customer service team. My parcel has been delivered to the wrong address and they asked for 3 working days to "investigate" however after 3 working days I had to contact them again and then they had no update for me and asked for another 24 h. I tried to explain to them that I am traveling and really need the parcel the next day however they did not seem to care that my parcel is now 5 working days delayed... extremely disappointing. They were also ignoring my emails ....”

Helpful Report

Posted 4 years ago

“First and last time shopping with Asos. Ordered £730 worth clothes. My delivery was due in 3 parcels and only 2 arrived. They wanted me to itemise everything that arrived and send them a list so they could refund the rest. They didn't even appear to know what was in the missing parcel! I spent 4 hours trying to sort it out with customer services, who took 2 days to respond to me each time. When they finally found the contents of the missing parcel, it turned out that a further two items were missing from the parcels that were delivered to me. What is going on with this company? They're an absolute joke. I'm a busy business owner, and Asos have offered not so much as a voucher or discount code for all the hassle they've caused me. Disgraceful! I'm well aware that mistakes happen, but not to make any effort to rectify or make amends for them is inexcusable. Needless to say I won't ever be shopping with them again.”

Helpful Report

Posted 4 years ago

“ASOS are absolutely awful and they should change their delivery provider because DPD are even worse!! My parcel was apparently delivered to my door, the image the driver took wasn't at my door AND it wasn't even in my building. I checked with all of my neighbours within my building, I can't go inside other buildings on my street because the doors are locked and I sent ASOS photos of my front door as proof that the DPD driver lied about delivering the parcel. I have been in dispute with them for over a month and they finally responded telling me that I can't receive a refund or new items! I am appalled with the service from ASOS and will never buy from them again!”

Asos 1 star review on 10th November 2020

Helpful Report

Posted 4 years ago

“Do not buy anything from this ASOS”

Helpful Report

Posted 4 years ago

“Worst online shop on earth. Very unreliable. DO NOT BUY ANYTHING FROM ASOS . Since August I bought a bum bag and shoe in early September which I return till now November my Money is not yet refunded neither do I have anyone to talk with . THEY ARE CRIMINALS AND THIEVES RIPPING INNOCENT PEOPLE.”

Helpful Report

Posted 4 years ago

“Worst customer service ever. My correspondence was the most ridiculous I have ever experienced with a customer service in my entire life. I've been writing everyday to ASOS team for two weeks. I received many replies from ASOS operators asking over and over again the same questions. Currently still waiting for a solution related to my gift voucher of £50 that I've never been able to use.”

Helpful Report

Posted 4 years ago

“ZERO STAR! ASOS cancelled my order as due to ASOS's security reasons & reassured me that I will not be billed. They unrightfully billed me around USD3,5000 at the end August 2020, did not deliver the goods & refused to refund me up till 5 November 2020. They insist that they have not received the goods. When in fact, SkyNet is still waiting for ASOS's return instructions!”

Helpful Report

Posted 4 years ago

“ZERO STARS ASOS cancelled my order as due to ASOS's security reasons & reassured me that I will not be billed. They unrightfully billed me around USD3,5000 at the end August 2020, did not deliver the goods & refused to refund me up till 5 November 2020. They insist that they have not received the goods. When in fact, SkyNet is still waiting for ASOS's return instructions!”

Helpful Report

Posted 4 years ago

“ASOS cancelled my order as due to ASOS's security reasons & reassured me that I will not be billed. They unrightfully billed me around USD3,5000 at the end August 2020, did not deliver the goods & refused to refund me up till 5 November 2020. They insist that they have not received the goods. When in fact, SkyNet is still waiting for ASOS's return instructions!”

Helpful Report

Posted 4 years ago

Asos is rated 3.1 based on 2,116 reviews