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

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“Bought from ASOS for practicality but ended up having so many troubles to return an item. On the online chat, they couldn't tell me the nearest drop-ff point; via e-mail, they put the wrong address and Hermes couldn't find my house to collect the item. Then via e-mail as well, they sent someone to my house but Hermes couldn't collect it cause the label wasn't printed (I said in capital letters on the e-mail that I don't own a printer). Then, via phone this time, they told me the nearest drop off point, got there and they didn't accept it. I've been trying to return the item for almost a month! Spoke with 4 different people already. Unbelievable.”

Helpful Report

Posted 3 years ago

“am honestly surprised that I have to leave ASOS a 1 star review as I truly love the website and the items they sell however I had a very bad customer service with them. I ordered one item for 45 GBP start of December which was supposed to be shipped on the 14th due to the busy period of Christmas. One day before the shipping I have received a refund and and email informing me that the item was not in stock anymore ( it was in stock when I ordered it and when contacted the customer service they said there was an error and the item was sold out) however I went back to the website and the item was there, just one size up and the price has risen to 85 GBP ( coincidence?) so I contacted the customer service again saying that I was not happy with the error they have made as it was a very important Christmas gift and as it was it my fault I wanted the larger size instead of the refund; they informed me that it was too late to do that as the refund was already processed and advised me to buy the item again, then I spent 30 mins on the chat arguing why would I pay 40 pounds more on the same item if it was not my fault and they made the error, after all that discussions they confirmed that once I would buy the item for the new price they would refund me the difference, so I did. On the 20th of December I have received an email saying that the refund will be in my account in 10 days, is it too obvious to say that I still have not received it? I contacted my bank as well and they do not have a record of this transaction. I keep chatting with different operators at ASOS and some are saying that the refund was processed and they will give me a transaction Id ( still nothing) and some are saying that the refund was not processed at all and they just asked for it ( this was on the 6th of Jan). I contacted the chat again today (10thJan) and they still do not know what happened and they keep saying the same thing over and over again, that they will contact their refund team. I have been waiting 20 days for this refund now and still have no clue what it going to happen. So Bad!”

Helpful Report

Posted 3 years ago

“Placed an order beginning of December never received none of the items I ordered it was all men’s wear! Trying to contact customer service trough email absolute nightmare poor communication! Been told several times I will have my refund on certain dates it’s now 11th of jan still no refund £148 down never will I order of them again”

Helpful Report

Posted 3 years ago

“I ordered certain items in november, these were lost in the post. New items were sent with incorrect sizes, had to order new ones which still havnt been recieved due to excuses continually given by Hermes. Customer service ignore most emails to them and do not help in any way. Avoid at all cost use at your peril.”

Helpful Report

Posted 3 years ago

“This was the worst buying experience I have ever had! Even paying the premium delivery, ASOS failed to deliver my order on the indicated date. I said to them that if not received in 48h, I didn't want the order anymore and would like to cancel. This is when ASOS starts to make customer life hell. They make it impossible to cancel an order. This is some kind of harassment, because they want to oblige you to receive the order even though they failed systematically to deliver. The customer care is the worst I have ever seen. They keep no track of your issue, every time you need to explain everything again and no one is able to resolve nothing. It is a nightmare! Every time they ask for more 48h to investigate something that is not the customer problem. If they have any problem with their delivery service provider, they should resolve this. It is not a customer problem!!! I have never seen such terrible service in my life! It has been 7 days since I made the first complain and daily I am having endless discussions with them and I see no resolution.”

Helpful Report

Posted 3 years ago

“Shocking customer service! Never again will I buy from them. Placed an order to be delivered and didn't recieve even though Yodel tracking told me it was next stop (all day). I contacted Yodel the next day who said there was a problem and they would investigate. I got an email 2 days later telling me to contact ASOS. Spoke to 2 people on webchat who just lied to me telling me I would receive it just fobbing me off even though I know that wasn't the case as I have spoken to Yodel and they told me that the parcel had got lost. One agent named Nondumiso was extremely unhelpful and ignored my answers. Not what I expected and never again will I use them. Looks like I will have to take them to court for my money back as they are refusing to refund me and not received my order.”

Helpful Report

Posted 3 years ago

“Absolutely shocked and disappointed with the lack of service I have received. My order is missing and everytime I am given a new person from ASOS they make me wait longer for a new reason. When will this actually be sorted out or is your company really just not interested?”

Helpful Report

Posted 3 years ago

“Scam,don t pay for "next day delivery" as you receive the order after 6 days.”

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Posted 3 years ago

“I love asos my orders are always on time even tho i live in Greece.Great quality also.”

Helpful Report

Posted 3 years ago

“Bad customer service My item is stuck in custom for 7 days and I have to take the initiative to contact the custom and custom say dome nonsensical custom charges which I paid SGD 12.01 for the delivery So I contacted ASOS useless customer service to resolve this and First customer care told me they will do a refund upon receiving back the item 4 days later I ask about the status and the 2nd customer care also say the same thing 3 more days later when my patience finally ran out and I complain that I will seek a refund from my bank Then suddenly my item went through and is delivered to singapore I left a bad review with supporting screens hot and you know what They rejected my review twice Middle finger to them Useless piece of cxxx”

Helpful Report

Posted 3 years ago

“my 15 year old daughter ordered xmas gift never arrived and she is having great difficulity getting a refund even though they have reportely done investigation and can plainly see hermes never delivered this have requested refund twice and still waiting,do not order off these horrific is something goes astray am furious my teenage daughter is having so much trouble getting her money back will be looking to seek advice from legal team asos you cant treat people like this i myself wont be ordering from you or my daughter ever again,shape up or see your customers dissapear”

Helpful Report

Posted 3 years ago

“Completely stole my money and NEVER sent my order. Would not provide refund and kept answering my emails much later and with bogus requests for info, which I had provided many times over! Finally I ended up contacting Better Business Bureau, who I am sure is very familiar with this company! Don’t fall prey!”

Helpful Report

Posted 3 years ago

“Will not promise delivery on time nor refund nor change place. Once you give them your money, they won’t care about you . Don’t buy from this company”

Helpful Report

Posted 3 years ago

“Will not help and poor customer service. Don’t order from here.”

Helpful Report

Posted 3 years ago

“Let me talk about a shot company”

Helpful Report

Posted 3 years ago

“I always usually shop at ASOS as I have the next day free delivery scheme. My last few orders have been arriving 4/5 days late, when you speak to ASOS they just tell you to track the order. I know I can track the order, I’m wondering why I’m paying for next day delivery but waiting 5 days? My last order than came 8 days late.. this really annoyed me as it was a Christmas present and I’d specifically paid for next day delivery. On the 6th day they told me they would issue me a refund for the inconvenience. On the 8th day they messaged me saying ‘no more refund as the item has just been delivered’. I then had to really complain about the fact it was 8 days late and the ASOS worker begrudgingly gave a 10% discount (which I get anyway as an emergency service worker). Their delivery system is awful and always late, and their drivers have left my packages in all sorts of places - rarely actually outside of my front door. They’re very lucky nothing has been stolen or I would be taking it further. I wouldn’t recommend ASOS, the customer service is non existent, no point paying for next day delivery as it never comes the next day, the staff are less than helpful and the drivers simply cannot be bothered to walk up one flight of stairs so they leave it wherever they please to be easily stolen.”

Helpful Report

Posted 3 years ago

“Be careful when ordering from them!!!! Their site is glitchy and doesn’t always save when you make updates. I tried multiple times to change my shipping address and it didn’t update properly and was shipped to the wrong address. When I contacted customer service they kept sending me a generic emails telling me the steps I needed to take which I told them were impossible for me to do since I moved across the country. The first rep, Jo ignored my email. So then I contacted them on the chat. She also sent me the same generic response. I explained to the rep that their site was glitchy and wouldn’t save my updated address which was why it was sent to the wrong address in the first place. I sent her a screen shot showing her the proof that it still wouldn’t update. She finally told me not to worry, that I would receive a refund. I was then emailed by Georgia the next day who told me I wouldn’t be receiving a refund and sent me the same generic email as the two before her. I replied again explaining my same predicament and she went on to ghost me. The most unhelpful customer service. It felt like I was communicating with immature teenagers over text. They were hard to get ahold of, distant, didn’t believe me, went back on their word, and all ghosted me in the end. I am extremely disappointed and will not order from them again.”

Helpful Report

Posted 3 years ago

“Order gifts for my family, Spent £500 on the 13th December none of them have arrived. They said they can not do anything until 7 days have passed THIS IS AFTER CHRISTMAS, DO NOT USE THEM order number 569431228”

Helpful Report

Posted 3 years ago

“Horrible customer service. Paid for next day delivery, arrives 2 days after the deadline and customer service say they don’t know where the package is and after that just stopped responding. Finally got my delivery too late and not even an apology. Horrible service”

Helpful Report

Posted 3 years ago

“Delivery took 3 weeks. I was aware it would take some time, but 3 weeks seems ridiculous. Then they sent entirely the wrong order and refused to send the correct items again, only offered a refund if I sent the items back again. That doesn't help much when it's a week before Christmas and all the items were meant for Christmas presents.”

Helpful Report

Posted 3 years ago

Asos is rated 3.1 based on 2,106 reviews