Name: Asos
Rating: 3.07

“Very poor experience. Avoid ASOS as there are so many other online retailers that provide much better experience. Returned faulty goods and ASOS refused to replace the item at the original purchase price, expecting me to repurchase at the higher sale price. Very poor service.”

Helpful Report

Posted 5 years ago

“Items supposed to be delivered 30th december I paid £10 for permier delivery, its jan 2nd and still not here neither is my other order. Furthermore a day after delivery was due they hadnt even shipped the items yet and decided half my order was out of stock and refunded them fr no reason. I went on the website and they were in fact still in stock so i re ordered them and they were shipped but still never delivered days later. So they lied when they told me they were out of stock. Still no items received despite my booking the morning off to wait in for delivery, my delivery slot has been and gone still no items and slow to no customer service. I asked for a refund but they ignored me, so no items and no refund as theyve kept my money. Items didnt arrive in time for new years eve, new years day and wont be in time for my birthday tomorrow either so even if they do bother to ever deliver them they are useless and will be going straight back. I will never shop with asos again and will be returnng everything i ordered from this month because i dont wish to support a company that rips off customers with premier delivery they cant deliver, and doesnt bother to ship your items till theyre already late and cancels items which are still in stock.”

Helpful Report

Posted 5 years ago

“Items supposed to be delivered 30th december I paid £10 for permier delivery, its jan 2nd and still not here neither is my other order. Furthermore a day after delivery was due they hadnt even shipped the items yet and decided half my order was out of stock and refunded them fr no reason. I went on the website and they were in fact still in stock so i re ordered them and they were shipped but still never delivered days later. So they lied when they told me they were out of stock. Still no items received despite my booking the morning off to wait in for delivery, my delivery slot has been and gone still no items and slow to no customer service. I asked for a refund but they ignored me, so no items and no refund as theyve kept my money. Items didnt arrive in time for new years eve, new years day and wont be in time for my birthday tomorrow either so even if they do bother to ever deliver them they are useless and will be going straight back. I will never shop with asos again and will be returnng everything i ordered from this month because i dont wish to support a company that rips off customers with premier delivery they cant deliver, and doesnt bother to ship your items till theyre already late and cancels items which are still in stock.”

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Posted 5 years ago

“Requested a refund but did not manage to get it and the items were not returned to me as well. So disappointed.”

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Posted 5 years ago

“Absolutely shocking customer service, can’t talk to anyone, can’t escalate a complaint to anyone further than a twitter message and then it’s just a copy & past reply. Nobody is the slightest bit interested. Seriously does nobody care about this?”

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Posted 5 years ago

“Terrible customer service”

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Posted 5 years ago

“I ordered a couple of items as a Christmas gift for my daughter. Delivery was promised by 17 December. On 18 December I contacted customer service to say that the parcel had not arrived and that i needed it for Christmas day. Customer service response was very poor saying that it was with the courier but that delivery could now only be made by 27th December. They also suggested I contact the courier as they did not have the ability to do so. Shocking . It is 27 December today and I have asked for a refund as I do not want the items after having purchased a replacement gift from another store- yet ASOS is not answering my question about a refund but asking me to wait. Appalling that they have taken my money and the goods are not to be seen. I will not be shopping with ASOS again and will be taking this to the consumer ombudsman if my refund is not forthcoming.”

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Posted 5 years ago

“Got my Nike Air Max 95 OG trainers. Trainer's have already been worn, scuff marks, even a stone in the tread. Absolutely terrible. Will not use ASOS again.”

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Posted 5 years ago

“On the 19th December I ordered my boyfriends Christmas present which cost me 120 pound and I paid for next day delivery. At 7:12pm on the 20th December my parcel was delivered by the courier that ASOS use to the wrong address and did not leave a card of any sort to inform me of this, I had to ring up on the 21st December to find this out myself. It was also allowed to be signed for by someone who spelt my name in error as they was clearly told who the parcel was for when it was handed to them at the door. When contacting ASOS they are refusing to send out another item or refund me for this despite the fact that it is not my fault. Instead they advised that because the person at the address it was delivered to denies having the parcel, that I should phone the police... which is just disgusting, as if the police don't have anything better to do. For the pure fact that the parcel was delivered in error to the wrong address, I should of been sent out another one straight away or offered a refund whilst ASOS sort out their query with their courier drivers. I am appalled at the service I have received and I will never be ordering from you again due to this. Unfortunately not all of us can afford to just go and buy another expensive present just because you cannot deliver it to the address stated and sort it out once a mistake has been made.”

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Posted 5 years ago

“Firstly, I was charged twice at checkout, and had to wait 10 days for refund... Ordered on the 10th and told it would be delivered on the 18, it wasn't. Was then told due to delays would be here the 21'st... isn't. Am now being told i have to wait til the 31'st..... Nearly three weeks for delivery. The service desk is not responding and ending chats with me, and won't provide a refund!! I have asked to speak to a manager and was refused. I have seen many similar reviews saying the exact same thing. DO NOT PURCHASE FROM HERE. I am going to Fair Trading for a refund.”

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Posted 5 years ago

“Honestly, I've used ASOS for years. However, after this last order - which I am still waiting for it - I will NEVER order from ASOS again. WHAT HAPPENED TO THEIR DELIVERY SERVICE? WHAT HAPPENED TO THEIR CUSTOMER SERVICE? only one word can describe it and that is S-H-I-T. Rude customer service and if they try to deliver and you are not home the only option now is to go to the depot and collect. THERE IS A REASON WHY I SHOP ONLINE. If I wanted to go to the specific depot I would have gone to the shop and bought it...no need for ASOS. In shock how it went from being the place I used to buy every week to something I will never EVER use again.”

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Posted 5 years ago

“I've ordered a Christmas present on Sunday (16th December), I even paid 20€ for Next-Working Day delivery and I haven't received it yet! I have to mention that the order was supposed to arrive to Romania on 18th December. And now they are telling me that it hasn't even been shipped from their warehouse and to wait 8 working days until they can do something!!! They don't want to cancel the order or to ship it. They do nothing except passing from one to another from their team. I was left without 170€ and without Christmas present! It's disappointing!”

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Posted 5 years ago

“I received a gift card for my birthday for £50 from my husband, it didn’t work, then I proceeded to have a one month ongoing back and forth, first ASOS tells me that the gift card doesn’t exist, then they say it wasn’t activated, after making sure it was activated I then wrote again and they tell me it had already been used in August (note we didn’t buy or activate the card until this November), after providing the photo evidence of the card and the receipts clearly stating the purchase and activation date again and again they are still insisting the card was used in August which is clearly impossible and refuse to give me further informations due to “security reasons”. How about the irresponsible way in which they have kept my money? What about my security? They actually don’t care and despite at least 20 emails back and forth I have still not received a decent explentaions or have received my money back. This is a company that clearly doesn’t care about their customers, only the money they receive and steal.”

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Posted 5 years ago

“Unfortunately I ordered all of this years xmas gifts from this place. I guess I should blame my self as I did read reviews beforehand. I ordered for a 1000 euros. They took the money and sent me confirmation. Then they cancelled my order and asked me for a copy of my passport and bank statement. I sent this after 2 minutes. Now they are not responding. Closing down the chats. They still have my 1000 euros, but order is cancelled, and they will keep the money for 2 weeks before giving it back, meaning I have to buy new xmas gifts AFTER XMAS. DO NOT BUY ANYTHING FROM ASOS.”

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Posted 5 years ago

“It seems like everyone has the same bad experience with them recently. I am from Asia and recently made use of the singles day 11/11 sale to buy my wedding and Christmas items. They did not arrive even after 3 weeks and after my constant follow ups via live chat. It missed my wedding. Finally, they responded after I followed up again after my wedding and mentioned my shipment got lost in the mail so a lot of items are out of stock and it is automatically refunded. I checked the items and saw they are still in stock and they refused to send me the same items saying they proceeded with the refund. I asked for a similar discount code so I can at least buy the same few items again, with them capping the discount amount if they want to. All generic emails replied after, again, and again and again and again. I get that ASOS has a huge client base and they probably do not mind losing 1 customer. But ASOS, do bear in mind that you're not the only ecommerce giant out there and 1 customer lost will lead to thousands via word of mouth and in the end millions via experience cum word of mouth.”

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Posted 5 years ago

“Quick delivery as asked”

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Posted 5 years ago

“They used to be great, but lately they went downhill. Their last three shipments have been late, with no help from customer service and the tracking never updates, which they blame on the carrier. The customer service never has an answer except wait longer, then email us in a few days if you still don’t have it and we can talk again. A few days later I get the same answer, with no solution or offer to fix the problem. It is very frustrating.”

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Posted 5 years ago

“Worst customer service i have ever had to deal with!!! Customer service trained to copy and paste answers!!! No management!!! Paying for premium next day delivery to receive items within 3-5 days same as on free delivery they offer. AVOID !!!”

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Posted 5 years ago

“The delivering service it's really good”

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Posted 5 years ago

“They are so slow and not helpful”

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Posted 5 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