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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The customer service is rude, unhelpful and unrespectful. After I got a wrong item they asked me to send it back and pay for the return shipment. When I tried to asked for a refund , they ignored my messages. In another case, when the package didn't arrive on time, the agent give me wrong information and asked me to send another message(and wasting more time on waiting in the queue) because it was 55 minutes before midnight .. then she just close the window, without letting me time to answer her. Very disappointing, saving couple of Pounds doesn't worth the waste of time on this terrible customer service .”

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Posted 5 years ago

“I ordered something from ASOS on the 5/11 it was supposed to arrive on the 9/11 it didn’t arrive because the item got damaged in the delivery and was sent back. I ordered the same items on the 13/11 was supposed to arrive on the 16/11 it still didn’t arrive and when I asked on their chat hey just said yes we are having problems delivering your parcel. It will arrive on the 26/11. ARE YOU F** KIDDING ME !!! It’s a card and birthday gift that I need to give tomorrow. They have the shittiest customer service and the are not reliable.”

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Posted 5 years ago

“Asos cheated on me and stole my money Twice they sent me wrong items, than I sent them back wrong items and they didn't give a refund. But on tracking it's delivered! They just stole my money!!!”

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Posted 5 years ago

“Don’t bother with this company. Ordered items on 31st October to Collect service. Online said ‘ delivery in-transit’ continually for 7 days After five phone conversations with ASOS representatives I was promised a call back, I received no call back, no explanation of missing goods. Goods simply never arrived at our excellent Click-collect Spar shop. Got an email tonight from Asos stating goods returning to Asos. No explanation, no reason. Rang Asos but was told I would receive a refund in 7-10 days! And told to re- order goods, which are now out of stock! So no goods and as yet a wait of 10 days for refund. Hopefully!”

Helpful Report

Posted 5 years ago

“Although I love ASOS design... And although my good heart always forgave... Reading all the reviews now - I am horrified of returning stuff - I just can't afford it! I got an item with holes in it. One item is missing, thank God it's the cheapest one. The jacket I bought is not at all white. I received the package opened - they stuffed a small plastic with all my things - no wonder! A tight dress with huge armpit-seams... I hope the tailor can fix it. Because in no way will I refund if the chance of getting money back is approx 1/5 - and I have red so many reviews... Sad”

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Posted 5 years ago

“Customer service is the worst. Agents do not read the emails and use their initiative. They just reply with incorrect email templates”

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Posted 5 years ago

“Parcel dumped 10 miles away.. had to collect it myself. Discount on future purchase for the inconvenience refused by ASOS. Wish I’d not bothered and claimed refund or replacement items. Never again will I buy from ASOS”

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Posted 5 years ago

“What awful customer service. Asos have unconvinced me twice over my money. and all they can do is ending the chat without any resolution. Will be going to OMBUDSMAN. Refunded MY money to a card which isn't even in MY name!! Surely that isn't legal!”

Helpful Report

Posted 5 years ago

“Ordered two items on Thursday on next day delivery. Got an email the next day to say it could not be delivered on the Friday, so would be delivered on Saturday. No notification came on Saturday, so looked on the tracking and it said delivery will be Monday! Went on ASOS’ website where they’ve now done away with their online chat service ( I wonder why!) and now it’s through Facebook messenger. Sent a message about the delivery not being made until Monday which I felt was unacceptable, to then get a text saying I changed my delivery to the Monday at midnight! No response from ASOS at all ( even on Twitter). TOTALLY DISGUSTED!”

Helpful Report

Posted 5 years ago

“Bad order sent. Only refund possible... And the ordered items are not on the site....”

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Posted 5 years ago

“Accidentally bought next day delivery for a whole year even though i barely buy from here. Thought i'd live with it as i actually needed to make use of the delivery one day. The faulty item arrived and customer service were no help. I was reminded of WHY I barely buy here. If i could rate 0 i would.”

Helpful Report

Posted 5 years ago

“This company is the worst ever. I emailed a formal complaint that they refused to respond to.....this was after they scammed me out of my hard earned money. As you cannot speak to anyone on the phone you have to email. After numerous emails to them they responded saying that future emails will be ignored. I lost out financially and because of their scam and they don't care. Live chat could not help so what a waste of time that is. AVOID AT ALL COSTS”

Helpful Report

Posted 5 years ago

“If I could give 0 stars I would. Worst customer service I've ever recieved in my life. I will never use there services ever again. My order should have arrived on Sunday - still not delivered. They have been making me chase them every day for a refund - I get passed from one incompetent person to another. No training, no apologies, just follow a script like a robot. No manager I can speak to, no service whatsoever. Quality of clothes have dropped massively too, cheap tacky clothing. Stay away!”

Helpful Report

Posted 5 years ago

“This company will not be trading for much longer, it used to be a reliable place to shop, the next day delivery up to 12 is a load of rubbish and the customer service has completely disintegrated. Plus asos branded clothes are terrible quality. . if I worked for asos I would look for a new job and FAST.”

Helpful Report

Posted 5 years ago

“ASOS stole £116 from me I was a regular user of ASOS but will never be using them again after they failed to deliver my order and won’t redeliver the items or give me a refund. It has taken them 5 weeks to tell me this, and their reasoning is because the delivery guy gave my parcel to a random person who signed for it, so they class it as a ‘successful delivery’. Their customer service is truly shocking, robotic AI messages. Shop elsewhere!”

Helpful Report

Posted 5 years ago

“Shopped with asos for years always loved it until recently I returned 3 dresses and 12 days later they claim they haven't been recieved but they day prior I was told they received it 3 days after returning, now theres no parcel and I have to wait yet again for a response, forwarded proof of return still not bothered, the customer service is the poorest I've ever experienced and I'm still waiting for a refund of over £80”

Helpful Report

Posted 5 years ago

“After exactly 2 weeks of straight-up lies about my parcel being in delivery, three talks with the customer service, they've sent me a mail declaring that the items I have ordered (and were supposedly on their way) are in fact out of stock. Before this, they refused to send me any updates about the whereabouts of the package, I had to reach out to their amateurish live chat support to find out everything. The funny thing is that both items are still in stock on their website (and in my size) so even their last mail was a lie.”

Helpful Report

Posted 5 years ago

“If I could possibly give less than 1 star I would. I have been a repeat customer of Asos for years and never had any issues until recently. I placed a large order for items from Asos as I was going away on holiday however the parcel never arrived. I contacted Asos customer services as according to the tracking information it had been delivered and left in the porch, which I thought was very careless being as the sum of the parcel was £1600. I have never stated that my parcels can be left within an area of my building other than being given to myself with my signature. After providing my information Asos stated that DPD have left the parcel in a safe place (front porch) and will be closing the case without refunding me. I have asked for photographs of the location in which this was left as they have managed to lose a very expensive parcel without providing me with any information or receiving a signature. When Asos emailed me back it was with another customer care representative who stated that DPD left the parcel with a neighbor but did not state which one. I again emailed back complaining that I would like my money refunding as none of my neighbors have received a parcel on my behalf. I was then emailed by again another different customer care representative who stated that DPD had spoken to a neighbor and left the parcel in a safe place but are yet to provide with any supportive evidence this was actually completed. Throughout this whole ordeal I have spoken to many various employees of the ASOS customer care team but not one has been helpful and each one has told me conflicting information. I do not expect this from a company as large as ASOS. This is a lot of my hard earned money that has been stolen by the organisation without providing me for the goods I have paid for.”

Helpful Report

Posted 5 years ago

“So much choice of clothing from so many different brands, I absolutely love this website I get everything from them.”

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Posted 5 years ago

“Very disappointed lately with their service. Was Asos customer for many years. Received items without tags and was told by customer service it's normal that many their items has no tags which is not true. Never before I received any items without tags.”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,106 reviews