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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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

“Please be warned. I have been a loyal customer of ASOS for 2 years now. I Pay for the next day deal for 2 years in a row. I use vouchers to make my purchases as my job allows me some discounts using ASOS and other retail stores. I have been ripped off when i requested for a refund by £100+ in 2019 and they managed to get away with this as I had many vouchers and it was too confusing to proof that these were not part of a refund so I let that case go. Last 2 refunds I have requested in 2021 and Asos refuses to issue these claiming that I have redeemed the vouchers i was refunded. Hear me out. One voucher is the amount of £17.50 and I am owed £18.90. This voucher was the remaining amount from another purchase I made beforehand. Yet the claim I was refunded the amount (knowing its less that what I am owed so this makes no sense) and while one lady I spoke to understood and said I will still get a refund soon for the correct amount, ASOS have dared to come back to me saying the same thing about their claims and I am back to square one. I have made a claim using Resolver but yet again I am being told to basically f*** off and I will not get this refund. The second refund is the amount of £16. I have a voucher of £14.49. Does this make sense? no. It does not. ASOS have found a loophole to rip me off again and each time they made claims of my refund they never sent any kind of solid proof. it was their word against my many screenshots and proofs. Avoid at all costs. Or you'll be the one dealing with their terrible customer service next.”

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Posted 3 years ago

“This is what kind of business ASOS is running. I have ordered REISS boots from ASOS and this is what I have received. Beaten up, ripped, dirty boots covered in dog hair. And as I am highly allergic to dog hair I have developed face rash. Horrible service that endangered my life. And customer service just answered me to send the boots back! I will have to pay more for sending them back than the original price of the boots so they can send them to another victim customer. These boots are in worse condition than those found in thrift stores.”

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Posted 3 years ago

“i ordered a north face puffer jacket and i got a scarf ....i paid a lot of money for this item and i ended up with a freaking scarf ..this is unbelievable!NOT A TRUSTWORTHY COMPANY!!if i has an option for zero stars i would choose that .Don’t order from this company”

Helpful Report

Posted 3 years ago

“ASOS=SCAM! Literally have been dealing with trying to return an item with them for three months now. I ordered a pair of shoes… It took a month to get here when I finally received them they were in the wrong size. So I requested a return they said they weren’t able to provide me a shipping label to my location and that I would have to pay for shipping out of my own pocket send it back to them and once they receive the item back they would refund for the item and for the shipping. They provide me the address to send it to, well the item arrived and they rejected it. Tracking is saying that the address is incorrect. I have photo/tracking evidence that the address they told me to send it to is the address that it was sent to— so now the item is on his way back to me, and I will not be getting a refund. SCAM!”

Helpful Report

Posted 3 years ago

“The worst delivery experience in my life! Number of my appeal is 26676860 It is almost one year since I made an order there (#480043058) after it came to my country I asked to send it back. I thought that it should be automatically and I don't need to worry about money return. But all of this time my parcel was somewhere and ASOS didn't help me to resolve this problem. After few emails I received the answer from them - quote : "I am so sorry that this case is taking so long to be resolved.We are unable to raise a claim for you on this occasion because the parcel was confiscated and destroyed at the customs, the reason is that the receiver refused to pay for the customs duties and charges' Sadly we're unable to refund you for this order due to the outcome of DPD's investigation. l do understand on this occasion you will be disappointed by this outcome." But in next email they wrote - quote: " As it’s been confirmed that your order was successfully delivered and signed for, as much as I would like to, we’re not able to refund you. " How to explain this? Who received it? ASOS not interested to keep my like loyal client and make a refund , my order was $255.81 it's big money for me , and now I don't have order and I dont have money!!”

Helpful Report

Posted 3 years ago

“Two times I have ordered form ASOS. Both times I have been sent the wrong items.”

Helpful Report

Posted 3 years ago

“I ordered 2 shirts on ASOS with "no hurry deliver" and its been over 2 weeks since the estimated delivery date and I've yet to receive my shirts. This is the 2nd time I've ordered from them and its the same issue of not receiving my order within the estimated delivery date without any update. At this point, I believe they have taken my money without any care once again. I've yet to receive a response nor an update on the late shipping since they are now using a third party shipping service with there "No Hurry" option for delivery which offered 20% off your next order if doing so. I ordered during the holidays which I understand can be busy. But they will take your money and not give you an option to refund you unless you "return" the products in which you haven't received yet afer 2 weeks of the estimated promise time. That isn't the issues. The issue is that they will never respond to your inquiry unless you get lucky with a good rep. Its a shame, but it is what it is. I'd recommend purchasing from this site with caution, and never choose the "No Hurry" option unless your very, very generous.”

Helpful Report

Posted 3 years ago

“Every time I place an evening delivery order the carrier on the dot and city sprijt dont deliver and then pretend to Asos they have tried to deliver.it takes tens of messages and emails every time to get a refund after. The day deliveries always come though.”

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Posted 3 years ago

“What appalling customer service. Over a month since returning an item and still no refund. Can't stand talking to them on chat anymore. Just lies, lies, lies. Avoid this company”

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Posted 3 years ago

“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.”

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Posted 4 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 4 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 4 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 4 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.”

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Posted 4 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 4 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?”

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Posted 4 years ago

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

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Posted 4 years ago

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

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Posted 4 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”

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Posted 4 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 4 years ago

Asos is rated 3.1 based on 2,116 reviews