Name: Asos
Rating: 3.05

“I placed an order and was told it had been shipped, when the expected delivery date arrived but no items arrived I checked only to find it said it was shipped on the delivery date, so I contacted ASOS to be told there was an issue and the items had not been shipped at all, this is the second time they have done this to me I have only used them twice, there will not be a third, appalling service and communication, there's plenty of other suppliers I'd advise try one of the others”

Helpful Report

Posted 5 years ago

“ASOS lost my package (a jacket I bought for my brother for Xmas that I purchased on Dec 2, so way in advance to make sure it arrived on time. On Dec 19 I found out they lost it... but none notified me, I had to reach out to customer service to know. The tracking number never worked. No solutions that could fix the issue were offered to me. My bother won’t have his jacket for Xmas because of the terrible service ASOS provided. The worst was to hear that it was my fault because I should have contacted before... The only solution was to buy again the jacket in asos.es (but even though, the jacket won’t arrive on tîme) Also, I had to pay more as ASOS didn’t offer me any discount that matched the price I paid on ASOS.co.uk. So apart from not getting the jacket on time, I had to spend more money. I won’t buy on ASOS again. I don’t recommend it to anyone.”

Helpful Report

Posted 5 years ago

“I had an awful experience with ASOS. I’ve been a really loyal customer and have been using Asos for years, in the last year alone I spent nearly £1k!! On 30th November I ordered some Christmas presents in their Black Friday sale, I usually have premier (next day) delivery but this wasn’t available, standard delivery said 11th November. I got my confirmation email that it had been dispatched on the 5th, then after that NOTHING, I emailed them on the 14th chasing my order and got no response, then out of the blue I received an email saying that they had got my return! I was refunded so I called them straightaway, I would have reordered but 3 of the items were now out of stock and the rest had gone up in price, so even without the three out of stock items I would have ended up spending £65 more. They then told me that it was a mix up at their warehouse, it hadn’t been shipped so the staff assumed it was a return (this is a massive lie because it wouldn’t have had a returns label on it and I hadn’t marked the returns sheet inside) they offered me a 15% off voucher as a ‘gesture of good will’ and the guy on the phone told me they could only give me 15% because I’d only spent just over £100! I then asked for their complaints email and tweeted them asking them to respond. Their response was ‘if you want the items order again’ to which I responded that was very unhelpful, I was then just sent another 15% off voucher ‘to make it up to me’ (I can’t use these together and I can’t use them on sale items either) basically, they held my money for two weeks, gave me no update and then tried to fob me off with a 15% discount code when you can get 10% codes online for free. SCAMMERS and they don’t have any respect for repeat customers!!!”

Helpful Report

Posted 5 years ago

“Absolutely awful! I placed an order for two items black Friday and received email that order was received. Didn't arrive on delivery date of 11th December, which was a long time to wait anyway. Online chat 13th December told me the order had failed and been cancelled but they hadn't told me this and the order still showed as due in my app. One item was then out if stock and they wouldn't honour the black Friday prices on the other. They offered only a 10% discount. I asked for express delivery as a gesture of goodwill and they refused. Awful service and no customer care at all. I'm spending my money elsewhere”

Helpful Report

Posted 5 years ago

“I ordered two pairs of nike air forces on mon 12/09/19 & I received them on 12/12/19 as shown on the text message I'm very happy no issues, thank you”

Helpful Report

Posted 5 years ago

“£70 for a tracksuit that has a print on it made by fruit of the loom. ASOS YOU ARE SCAMNERS😠😠😠”

Helpful Report

Posted 5 years ago

“Terrible. £70 for a tracksuit that may be printed with a logo but the actual manufacturer is fruit of the loom!!! I buy this for my staff because it's cheap and easy to replace. What a big scam ASOS. Shame on you!!!!!”

Helpful Report

Posted 5 years ago

“Be aware of your account being closed without notification or explanation. An online shopping site which offering free postage and return but then terminate service to customer due to return frequency? I had made thousand dollars of purchasing before getting deactivated without notice, then chasing after their customer service and being terminated time to time during the chat when I need to sort out the return for my last order (which has not been delivered yet and can no longer be lodged a return from my account). I don't think anyone deserve to be humiliated this way when you pay money for a service. ASOS need to learn their lesson. If you can not afford a sale or a service such as free postage or free return, DO NOT offer it.”

Helpful Report

Posted 5 years ago

“Read this through and you will be “impressed” how Asos works. I placed a big order during Black Friday sales. The order was worth 1000 euro and had in total around 55 items. Due to the fact, that you can apply promotions only with orders less than 500 pounds/euros – I had to divide it into 2 parcels, therefore I received 2 confirmations and 2 tracking references for both packages. I was e-mailed regarding delivery date, and was patiently waiting for the order. On the actual delivery date (it was Friday), I received an e-mail that 1 out of 2 packages was not delivered due to the fact that address was UNDEFINED (I received many other packages from other couriers and never had an issue), where second parcel was still on delivery way and should be expected on Monday. I started contacting Asos – they said there is nothing they can do, Asos transferred this package to delivery company and have no responsibility for it, and according to tracking information from delivery company package is going to be returned back to Asos distributor centre. Of course I got upset, its Holiday time, Black Friday sales and presents for family. I asked them what we can do about this situation, and if it’s possible for Asos to re-send this package to me again. They said that according to their policies, that are not allowed to re-send the orders, and all they can do is provide a refund. Basically, they said that I should expect money back on my account within 14 business days, meanwhile I can add all the items to the cart again and place a new identical order – this is the only solution they provided. I said okay, I understand everything might happen in this life and let’s move forward. When I started placing new order, I realized that 20 out of 25 items that were in my order are currently OUT OF STOCK, because everything was sold out during black Friday. That was a big problem, since there were many specific items that I really needed. I also took in account, that Black Friday had 25% discount on all items, where I didn’t have that privilege anymore. Logically, I asked for the Asos representative on the phone, to at least generate a new discount code for me as it was available during black Friday. After all the frustration, I still wanted to understand their part and go forward with it. All I asked is to “put me in the same shoes” as I was when placing the order which was not delivered – this is the only fair solution. Please take in mind, if Asos provides 25% discount code, I STILL CANNOT BUY ALL DESIRED ITEMS BECAUSE THEY ARE SIMPLY OUT OF STOCK. Eventually, my shopping experience went fully in a wrong way. Eventually, Asos representative said that there IS NOTHING AT ALL THEY CAN HELP ME WITH. ZERO HELP WAS POVIDED. They were not willing to provide any sort of compensation…. I also explained them that I am leaving the country for Holidays, and really need my orders according to delivery date, but again there is nothing they can do…. I truly did not see any human being cooperation.. Getting back to the second parcel – first parcel was not delivered and send back to Asos (on Friday), where second parcel eventually successfully arrived on Monday!!!! HOW IS THAT POSSIBLE??? Just to clarify. Both parcels were ordered at the same address. One parcel doesn’t get to the destination point and reason was: ADDRESS UNDEFINED, where second parcel successfully arrived 2 days after?????!!!! Where is the logic???? None of the parcels should of been delivered in this case. There you can clearly understand that it was an issue with delivery company or specifically delivery person, who simply couldn’t find the address in one day, and eventually found it 2 days later….. After receiving second parcel on Monday, I called Asos immediately to clarify how is that possible. They said they are also very impressed that this happened, and it makes no sense how first parcel was not delivered but second got the point. Eventually, they could see that its totally not my fault and it creates a big issues for me as a customer. Therefore, I asked them again what we can do about first parcel that was not delivered, since I really needed those items. Their answer was not different: there is nothing we can do – please place a new order. I asked them straight forward: 1. What about 25% discount that was available during black Friday? I don’t have that option anymore. 2. And what about all the items that I purchased and are in stock anymore? Answer was typical: nothing we can do – we apologize for inconvenience. In my opinion you have more than enough power to make your customer happy and satisfied. Desire is another question. Eventually, I decided to let it go. I lost too many nerves in last couple days having all this discussions with Asos, meanwhile zero help was received. I just decided to let it go…. I’m a fighter type of person, but I realized if they are not willing to help after all my tries and effort – than I cannot make them help me. I still needed my clothing items, so I went online, chose new items (since items that I ordered before were out of stock..) and proceeded with the order. Before making the payment, I decided to call Asos again to ask regarding Premium Delivery. (Reminder: I have to go abroad for holiday and have time limitations, therefore I cannot wait for another 2 weeks for standard delivery, and had to use Express delivery). My question was next: If I am physically located in the Netherlands, but I use Asos UK region for shopping, would Premium Subscription work in this case? Asos representative who was speaking with me on the phone, asked to hold for a minute while he can discuss it with his team, when he got back he assured me for 100% that I can purchase Premium Subscription in Netherlands and use any store region from Europe to make a purchase. All European countries work in chain, and it doesn’t matter from which region you order – it will be delivered within 2 working days by Premium Delivery. I said thank you and proceeded with the order. Eventually, when I received an order confirmation it said delivery should be expected by December 20, which is 2 weeks/not 2 days - after order was placed…….. I called Asos again… Every time you call them – you speak with different person of course. What you think they said? No sorry, if you are from Netherlands you can only use Premium Delivery for Netherlands Region…. HOW THE HELL is your staff so UNPROFESSIONAL AND SO UNEDUCATED? They provide fake information to customers, who suffer from it.. Instead of helping me out with my issue, they put me in even worst situation. Eventually, I decided to never come back to Asos anymore and spread the word about this situation to others. I am waiting for my new placed orders to arrive and I will forget about Asos as a bad dream. This is the worst shopping experience in my life. I lost five days contacting Asos daily through the phone and online chat, spoke with 20-25 different representatives, where none of them provided needed help, but oppositely were providing disinformation and being rude. Couple more things from my conversations with Asos team, which “killed me” : 1. If you go to Asos.nl which is Netherlands region website, under support page they do not have CHAT option available at all. It’s simply disabled for Netherlands. I had to go to UK region, where eventually my order was placed, in order to communicate through CHAT. Ten out of twenty times, Asos representatives were not even willing to cooperate with me, and their reason was: Sorry, you are from Netherlands region, and you speak with Asos UK. We are going to transfer you to NL team where they can help you out. EVENTUALLY THEY SIMPLY CLOSE THE CHAT. There is not transfer. Employees are not even aware that NL region doesn’t have CHAT OPTION. WHO ARE THEY GOING TO TRANSFER ME TOO????? That is crazy and fully unprofessional…. They simply hang up on you and say we are going to transfer you, where nothing eventually happens and you sit and wait there like an idiot…. 2. Staff is very uneducated. They tell you things which they have no clue about. PREMIUM DELIVERY information was fully wrong. Information was fake and manipulated me to do the wrong moves, where I have to suffer again. One employee says one things, another employee says completely another thing. 3. Besides contacting Asos through Online Chat and Phone, I sent them 2 emails, where response should be received within max 48 hours. None of my emails were answered, its been a week. P.S. I am a good person, but I truly hate you for your service and the way you deal with customers. I will do my best letting people know what kind of service you provide especially during HOLIDAYS.”

Helpful Report

Posted 5 years ago

“Read this through and you will be “impressed” how Asos works. I placed a big order during Black Friday sales. The order was worth 1000 euro and had in total around 55 items. Due to the fact, that you can apply promotions only with orders less than 500 pounds/euros – I had to divide it into 2 parcels, therefore I received 2 confirmations and 2 tracking references for both packages. I was e-mailed regarding delivery date, and was patiently waiting for the order. On the actual delivery date (it was Friday), I received an e-mail that 1 out of 2 packages was not delivered due to the fact that address was UNDEFINED (I received many other packages from other couriers and never had an issue), where second parcel was still on delivery way and should be expected on Monday. I started contacting Asos – they said there is nothing they can do, Asos transferred this package to delivery company and have no responsibility for it, and according to tracking information from delivery company package is going to be returned back to Asos distributor centre. Of course I got upset, its Holiday time, Black Friday sales and presents for family. I asked them what we can do about this situation, and if it’s possible for Asos to re-send this package to me again. They said that according to their policies, that are not allowed to re-send the orders, and all they can do is provide a refund. Basically, they said that I should expect money back on my account within 14 business days, meanwhile I can add all the items to the cart again and place a new identical order – this is the only solution they provided. I said okay, I understand everything might happen in this life and let’s move forward. When I started placing new order, I realized that 20 out of 25 items that were in my order are currently OUT OF STOCK, because everything was sold out during black Friday. That was a big problem, since there were many specific items that I really needed. I also took in account, that Black Friday had 25% discount on all items, where I didn’t have that privilege anymore. Logically, I asked for the Asos representative on the phone, to at least generate a new discount code for me as it was available during black Friday. After all the frustration, I still wanted to understand their part and go forward with it. All I asked is to “put me in the same shoes” as I was when placing the order which was not delivered – this is the only fair solution. Please take in mind, if Asos provides 25% discount code, I STILL CANNOT BUY ALL DESIRED ITEMS BECAUSE THEY ARE SIMPLY OUT OF STOCK. Eventually, my shopping experience went fully in a wrong way. Eventually, Asos representative said that there IS NOTHING AT ALL THEY CAN HELP ME WITH. ZERO HELP WAS POVIDED. They were not willing to provide any sort of compensation…. I also explained them that I am leaving the country for Holidays, and really need my orders according to delivery date, but again there is nothing they can do…. I truly did not see any human being cooperation.. Getting back to the second parcel – first parcel was not delivered and send back to Asos (on Friday), where second parcel eventually successfully arrived on Monday!!!! HOW IS THAT POSSIBLE??? Just to clarify. Both parcels were ordered at the same address. One parcel doesn’t get to the destination point and reason was: ADDRESS UNDEFINED, where second parcel successfully arrived 2 days after?????!!!! Where is the logic???? None of the parcels should of been delivered in this case. There you can clearly understand that it was an issue with delivery company or specifically delivery person, who simply couldn’t find the address in one day, and eventually found it 2 days later….. After receiving second parcel on Monday, I called Asos immediately to clarify how is that possible. They said they are also very impressed that this happened, and it makes no sense how first parcel was not delivered but second got the point. Eventually, they could see that its totally not my fault and it creates a big issues for me as a customer. Therefore, I asked them again what we can do about first parcel that was not delivered, since I really needed those items. Their answer was not different: there is nothing we can do – please place a new order. I asked them straight forward: 1. What about 25% discount that was available during black Friday? I don’t have that option anymore. 2. And what about all the items that I purchased and are in stock anymore? Answer was typical: nothing we can do – we apologize for inconvenience. In my opinion you have more than enough power to make your customer happy and satisfied. Desire is another question. Eventually, I decided to let it go. I lost too many nerves in last couple days having all this discussions with Asos, meanwhile zero help was received. I just decided to let it go…. I’m a fighter type of person, but I realized if they are not willing to help after all my tries and effort – than I cannot make them help me. I still needed my clothing items, so I went online, chose new items (since items that I ordered before were out of stock..) and proceeded with the order. Before making the payment, I decided to call Asos again to ask regarding Premium Delivery. (Reminder: I have to go abroad for holiday and have time limitations, therefore I cannot wait for another 2 weeks for standard delivery, and had to use Express delivery). My question was next: If I am physically located in the Netherlands, but I use Asos UK region for shopping, would Premium Subscription work in this case? Asos representative who was speaking with me on the phone, asked to hold for a minute while he can discuss it with his team, when he got back he assured me for 100% that I can purchase Premium Subscription in Netherlands and use any store region from Europe to make a purchase. All European countries work in chain, and it doesn’t matter from which region you order – it will be delivered within 2 working days by Premium Delivery. I said thank you and proceeded with the order. Eventually, when I received an order confirmation it said delivery should be expected by December 20, which is 2 weeks/not 2 days - after order was placed…….. I called Asos again… Every time you call them – you speak with different person of course. What you think they said? No sorry, if you are from Netherlands you can only use Premium Delivery for Netherlands Region…. HOW THE HELL is your staff so UNPROFESSIONAL AND SO UNEDUCATED? They provide fake information to customers, who suffer from it.. Instead of helping me out with my issue, they put me in even worst situation. Eventually, I decided to never come back to Asos anymore and spread the word about this situation to others. I am waiting for my new placed orders to arrive and I will forget about Asos as a bad dream. This is the worst shopping experience in my life. I lost five days contacting Asos daily through the phone and online chat, spoke with 20-25 different representatives, where none of them provided needed help, but oppositely were providing disinformation and being rude. Couple more things from my conversations with Asos team, which “killed me” : 1. If you go to Asos.nl which is Netherlands region website, under support page they do not have CHAT option available at all. It’s simply disabled for Netherlands. I had to go to UK region, where eventually my order was placed, in order to communicate through CHAT. Ten out of twenty times, Asos representatives were not even willing to cooperate with me, and their reason was: Sorry, you are from Netherlands region, and you speak with Asos UK. We are going to transfer you to NL team where they can help you out. EVENTUALLY THEY SIMPLY CLOSE THE CHAT. There is not transfer. Employees are not even aware that NL region doesn’t have CHAT OPTION. WHO ARE THEY GOING TO TRANSFER ME TOO????? That is crazy and fully unprofessional…. They simply hang up on you and say we are going to transfer you, where nothing eventually happens and you sit and wait there like an idiot…. 2. Staff is very uneducated. They tell you things which they have no clue about. PREMIUM DELIVERY information was fully wrong. Information was fake and manipulated me to do the wrong moves, where I have to suffer again. One employee says one things, another employee says completely another thing. 3. Besides contacting Asos through Online Chat and Phone, I sent them 2 emails, where response should be received within max 48 hours. None of my emails were answered, its been a week. P.S. I am a good person, but I truly hate you for your service and the way you deal with customers. I will do my best letting people know what kind of service you provide especially during HOLIDAYS.”

Helpful Report

Posted 5 years ago

“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 5 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.”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 5 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!”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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.”

Helpful Report

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