Name: Asos
Rating: 3.06

“Really great selection of clothes for all occasions. Lots of styles and brands suiting all body shapes and sizes. Fantastic speedy delivery and easy returns. And with low prices what’s not to love!”

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Posted 5 years ago

“Love ordering from them! Student discount is amazing! Returns are so easy! Great, love it!”

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Posted 5 years ago

“I fundamentally disagree with ASOS decisions in my case. They have refused to acknowledge that items were missing when they delivered the bag falling to pieces. and have made the decision to stop replying to emails from me because they have closed my account, despite me ordering from them on many occasions and also when that is not conducive to resolving the issue. The bag was split when it arrived, as I noted with yourself and the driver, and yet I am being penalised for ASOS packing the bags too heavy and for disregarding your poor customer service in resolving the issue. I am not in any way a liar and I am extremely disappointed with the situation. The items may be elsewhere in the delivery network but they have done nothing to check this and have placed sanctions on my account that are uncalled for, unexpected and downright unfair. I feel completely victimised by their errors and I will be taking this complaint further with further negative reviews online, with my credit card issuer, Hermes and the ombudsman.”

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Posted 6 years ago

“Just avoid ASOS own branded items like the plague. They are cheap and badly made and it's a nightmare to get a refund for damaged items if you no longer have the original packaging. The quality of materials is mostly below par and do not hold up for long after a few washes. I have found the ASOS Brand wide-fit shoes are a terrible, uncomfortable fit and I always have to send these items back so I no longer bother ordering them. There are questions over how ethical the ASOS own brand is, if this is something important to you then maybe research first before you make any purchases. I certainly will be. I haven't had any other issues with their Customer Services or receiving items/sending items back straight away.”

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Posted 6 years ago

“I opened an account in October with ASOS and paid upfront for 12 months delivery fees. ASOS have now cancelled my account for no reason which means they have profited from the delivery charges. I have heard other people say that this is common practice with ASOS. I have paid for a service that they refuse to deliver on - this, to me, is fraud.”

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Posted 6 years ago

“The worst experience I've had buying online! I made my order and paid 1 day delivery, I received the wrong order and I had to wait more than 7 working days to get my money back. Also, they don´t want to refund me the delivery price, I paid to receive the correct order, not a wrong order. Pessimistic experience !! I don't recommend it!!”

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Posted 6 years ago

“Very bad experience... Terrible customer service!!!!!”

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Posted 6 years ago

“Its a Coin Toss for Delivery Experience & Copy & Paste Responses From Customer Serivce To say that you'd have good delivery experience with ASOS is truly 50/50, just know most people usually only write review with they've had a bad experience with whomever they reviewing, like me. i've had good experience with ASOS fast and reliable but you see consistency is key and becuase they have different couriers your experience will thus vary. DHL & DPD seem to be the best due to they're tracking and notification features with notifying when you're the next delivery and ability to have multiple 'safe place' deliveries and depot areas but this again, can vary. For me it's a 7:10 ratio for every 7 good deliveries you'll with 3 extremely shi-tty ones. Hermes if you ever get them it can only get worse. As for the customer serivce they are USELESS. Robotic copy & paste responses, in which they always end up having to past your problem onto a 'specialist team' to solv, then you'll get an email about the issues being taken care of and a timeframe as to when it will be solve (if none delivery related). BUT. the issue lies in when the timeframe is expired and your problem is not solve, guess what happens next. the same customer service response, the same passing on to 'specialist team', the same email with timeframe of when issue should be solved. resulting in you eventually getting so fed up that you give up. The Asos way - eventually they'll give up hopefully by that time you learn to not trust this company and go to them with NO expectation if you have no where else to go to”

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Posted 6 years ago

“Absolutely appalling service! it was my last time with this retailer. Order no 380443090, paid for the next day delivery 6 pounds extra to receive it on 4th. Waited the whole day only to find out how atrocious and cunning people working for DPD are (courier didn't arrive, later they lied about attempting to deliver). Then it was 5th that I was supposed to get my order but then again - nothing happened, no courier, tracking showed my parcel was at their depot. Spent 1h on that asos chat talking to 3 people and not only they (still) don't know when my order is going to be delivered, on top of that they're consistent at refusing to reimburse me with that 6 quid I paid extra for alleged next day delivery which turned out to be joke. Today is 7th and my parcel is still at DPD's depot.”

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Posted 6 years ago

“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.”

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Posted 6 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 6 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 6 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 6 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 6 years ago

“Terrible customer service”

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Posted 6 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 6 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 6 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 6 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 6 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.”

Helpful Report

Posted 6 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