Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

Questions

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

“Disappointed when I had to wait until after my estimated date of order from 29th of November to 12th of December to hear that my order never left their wear-houses. First time customer disappointed. I will never order again!!”

Helpful Report

Posted 4 years ago

“ASOS has one of the very worst customer service records out there. The rating here is far too high but look at Trustpilot etc and you will see whatcthe public at large really think about their service. In agreement with others, the company ethos and their customer service should be looked into....I don’t want to blame the poor individuals who are reading/answering from a script but as a company they are not solution based, take peoples money, often don’t deliver (way too often) and cannot answer you. I for one will never use their service again.”

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Posted 4 years ago

“Asos is my favorite clothing store!! The clothes are super Glamorous, Elegant, Trendy, Sexy, Feminine”

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Posted 4 years ago

“My Christmas click and collect order didn’t get delivered and after engaging with asos customer services 3 times who agreed it hadn’t been delivered I still have no resolution, or contact and am £100 out of pocket! Their customers service is unusually not good and as a long serving customer I am very disappointed!”

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Posted 4 years ago

“Putting something in stock and then saying it's not after purchase.”

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Posted 4 years ago

“This order has brought me no end of hassle. It was supposed to be a next day delivery, after placing my order I was told it would arrive on Sunday (not saturday). I appriciate that I may have missed the cut off deadline, and was happy to recieve a dispatch notice on saturday night, say it would be delivered on sunday. Sunday however, my parcel did not arrive, so on Monday I got in touch via live chat to a member of staff called Paige. I explained that my works do was that day (monday), that my parcel was missing with my outfits in, and that I had no idea when I was to expect them. I was told I would have to wait until the 12th. Which was 5 days over due. I explained I wanted to complain, and escalate this issue, but was told there was no way to do so, and that the live chat would be used to take feedback on board. I asked to be notified with a follow up regarding my complaint, and was told that wasn't possible. I was told there was no contact details for complaints, no form and no way to highlight my issues other than in my live chat with Paige. Today, I arrived home to a note from hermes saying that they had tried to deliver my parcel, it was the last attempt and that I would have to get back in touch with the seller. Which I did this evening. I was on live chat with Lisa (refrence for chat: 24411465) for nearly an hour. The collegue I spoke to repeatedly ignored what I was trying to explain in my messages, and just continued to repeat that hermes will try and deliver tomorrow, and if they don't I am to get in touch.I asked several times if I could just cancel the order, as that is what had happened last time my bridesmaid dresses had gone missing in September. I was told no. I asked for a complaints contact link, as this issue has cause me so much stress. This time I was sent the relevant link to highlight my concerns. I've been told that I now have to wait to see if hermes will deliver tomorrow, if not I'm to get in touch again. I would implore you to encourage your staff to know company policies eg links to a feedback form, contact details and a customers right to highlight concerns and issues. I have now had several isses with asos, and each time I try and believe its an anomaly. On other occasions ASOS staff have been so helpful, however this time, I just felt like I was pushed from pillar to post, and lied to repeatedly. My parcel still isn't here, and it's now down to me to try and chase it up and resolve it, as I've had little to no customer support.”

Helpful Report

Posted 4 years ago

“Terrible service. Asos charge people for express delivery with a promised delivery date. On a few occasions, my order came 'days' later and they didn't apologies or refund the shipping cost.”

Helpful Report

Posted 4 years ago

“I regularly order with ASOS and recently received an order containing the completely wrong size(even though I clearly ordered correctly) this order was a gift for my mum (which was even delivered late) so you can imagine the inconvenience this caused. ASOS does nothing to help customers other than advise to return and PAY for express delivery for another jumper. Why should I pay for express delivery when they made the mess up on this size? Then the same person who advised this also closed the chat without resolving my compliant. Very rude.Not satisifed.”

Helpful Report

Posted 4 years ago

“I have been an ASOS customer for a long time, have always paid quickly/automatically and ordered a lot. Now a delivery was delivered to the wrong address. Allegedly I was to blame because I had chosen the wrong address. Well, I think it was a technical error, because before it was delivered correctly. But even if I was to blame. Before the package was delivered, I asked ASOS for help. I told them, but they tell me that they can't do anything. So I try to reach the shipping company. Very difficult, I could only do it in writing. I also asked the driver not to deliver the parcel by notice for delivery. The parcel was delivered anyway but not to any person. The parcel was simply put in front of the door of the wrong address. I don't know who lives there, I could write a letter at most, but I don't even know the name. Well, the answer from ASOS "We can't help and we can't give you a refund. With the next order I should simply pay attention to the correct address or check again better. Now they have lost a regular customer. I think this costs ASOS more than the approx. 70 Euro order value (value of goods much lower).”

Helpful Report

Posted 4 years ago

“My delivery will be delayed by at least a week, even though I paid for next day delivery, and all ASOS can tell me is that they can't tell me anything. This is the second time this has happened, and their support staff via chat is less than helpful. If you cannot deliver a service, you should not ask people to pay for it. No goodwill gesture, no option to cancel the order, and if I want to place the order again I have to pay higher prices.”

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Posted 4 years ago

“Asos has really gone down hill lately, delivery times are ridiculousy slow. Returning items are a joke as they say they haven’t received them”

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Posted 4 years ago

“I will never use Asos again. They canceled my black Friday order without telling me anything. I discovered it days later because I wanted to track my package and I contacted them by chat. The customer service just replied that “it can happen”. No excuse, no goodwill gesture, no nothing. Now of course all the item that I ordered on the Black Friday (gift for my family by the way) are out of stock or at a much more expensive price... SUCH A SHAME Don’t trust them, they have NO customer service at all, so if they do something wrong, too bad for you! SHAME SHAME SHAME”

Helpful Report

Posted 4 years ago

“In my own opinion This company is a JOKE. Ordered 3 items, got a email saying they were on there way. Then I telephoned to ask where is my order, only to be told it had been cancelled and I asked why, they said. "it was because one item was out of stock". I asked why can't you send the other two items that I had ordered. I was told they could, but the price that I ordered them for originally would not be the same but at a higher price. This is a shocking way to do business, either they do not care about customers or they have far too much money not to need any more custom. Will take my business elsewhere and will certainly not recommend them to anyone.Stay away !!!”

Helpful Report

Posted 4 years ago

“Very arrogant customer service . I paid for a full year of premium delivery, which is next day delivery. They decided to Chose a different date without even asking me if its ok. When i asked, this is how they responded. Gross! .... Hi there Bonny Courtney here from ASOS Customer Care. Thanks for getting in touch with us. Due to the amount of orders that have been coming in, we have cancelled next day delivery and we've also had to increase our UK standard delivery timeframe. I hope this has helped. If you have any further question, feel free to get in touch. Have a good day! Best Wishes, Courtney ASOS Customer Care”

Helpful Report

Posted 4 years ago

“Do not pay for same day delivery with ASOS and if you do decide to try it please be prepared to still be waiting for your parcel to arrive 4 days later ! And don’t expect to be able to contact via e mail not live chat via the links provided by ASOS. In their deliver confirmation email as they do not work And should you eventually find via google search a link to customer service that does work do not expect any form of good customer service and advice or updated communication from them on when to expect your delivery Absolute shambles and don’t give a dam attitude”

Helpful Report

Posted 4 years ago

“I purchased premier delivery with my first ASOS order, which in theory should give your free next day delivery for a year. Premier delivery wasn’t added to my account so I contacted ASOS to resolve this. After sending emails back and forth for over a week I was sent on to a “specialist team” to deal with the issue who sent me an email the day after saying I’d been added to the premier delivery spreadsheet and would have it on my account within a few days. I then got an email saying premier delivery was added to my account and I was good to go. I have just tried to order and yet again premier delivery isn’t on my account. After searching google I finally found the customer service number, which they hide quite well, and was told to restart the emailing proof of purchase for premier delivery and then I would be sent over to the “specialist team” to be added to the spreadsheet again. For a company of this size and for the amount of people who buy premier delivery this shouldn’t be an issue and everyone I’ve spoken to doesn’t seem to care in the slightest and just wants me to email proof of purchase and start the same 2 week process I’ve already been through. It’s safe to say their “premier delivery” is an absolute premier waste of time.”

Helpful Report

Posted 4 years ago

“I have ordered some items from ASOS since 16th November 2019. The postal company has missed my parcel and I have not received this or had an update since, I have tried to contact ASOS and get help from the members of staff on which have denied giving me a refund , re order my item or find a solution for myself as a customer. When I called ASOS recently they have denied they have heard from the company they sent emails to. And also advised some of the information given to myself as a customer was embarrassing. I have the information written on an email and this is evidence on which they have ben denying via phone. They told me to wait until the 28th and on the email says the 27th. They said that they can’t contact Hermes the company they use to deliver their items and They said they can contact Them on the emails. I am so frustrated as a customer and I have not had any qualified member of staff who could actually put themselves on my shoes and try to find a solution for my issue. I am now looking for my customer rights and to obtain at least a refund on which has been denied to me also. I am not understanding which kind of company does that but I am very frustrated and disappointed.”

Helpful Report

Posted 4 years ago

“If i could give 0 stars i would. When you pay for premier next day delivery and, not for the first time, it doesn't arrive next day. Asos response is to wait 5 working days to 'see' if it arrives by then. If it doesn't then what? Customer service and their service in generally has got so bad recently. I had this last time with a previous order. SHOCKING”

Helpful Report

Posted 4 years ago

“Terrible customer service over missing returns. I've lost £90 from a return they claim that they have not recieved. None of my issues or questions were addressed and I recieved scripted replies everytime. Have had to ask to have my account deactivated.”

Helpful Report

Posted 5 years ago

“Ordered two pairs of trainers from ASOS which were delivered on 5th November 2019. One pair delivered was not the pair that was ordered and paid for, tried to contact ASOS but can only email/facebook message or live chat. No telephone number. Returned both items for exchange on 5th November and no acknowledgement to date of return or refund for incorrect pair but have received replacement for the additional pair returned. These trainers were returned in the same packaging therefore must have been received them. Have requested a call on a number of occasions with no response. Live Chat staff just advise they are dealing with it, which is not helpful when they have my money and don't seem in any rush to return after a fault of theirs. ASOS have not even responded to message through PayPal.”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,106 reviews