Asos Reviews

Name: Asos
Rating: 3.06

3.1 Rating 2,116 Reviews

51 %

of reviewers recommend Asos

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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

“The delivery cost is pathetic”

Helpful Report

Posted 4 years ago

“Terrible service Placed order on 28th feb still no delivery had to call 4 times now and still being told they are looking into it and now refusing to give me a refund till they resolve their issue. Horrible customer service absolutely disgraceful.”

Helpful Report

Posted 4 years ago

“placed an order with ASOS and almost a week later it still hadn’t arrived. I logged in to track the order and it said it had been delivered to a neighbour. I had received a calling card and the “neighbour” lived four doors down. When I finally got through to them a very senile elderly man angrily answered the door and said he didn’t have my parcel. His name also did not match the name ASOS quoted. I called ASOS and was told I couldn’t get a refund nor a replacement until an investigation was raised with DPD. A week later I received an email to say the investigation was conducted and DPD have confirmed they delivered it successfully to a neighbour. They asked me to pick up with my neighbour. I called again and had an infuriating call with customer service who said that the matter was closed their end and they cannot refund or replace the goods. I escalated on social media and email cc-ing the CEO and received a response to say it was a civil matter with my neighbour. I then received a long follow up to say that whilst I hadn’t authorised delivery to a neighbour this is what their terms and conditions say (I checked and it doesn’t) and that they’re allowed to leave items within 50m of my house. They acknowledged I had cc-Ed the CEO and that they would on this occasion reopen the investigation with DpD but make no promises as to the outcome and cannot guarantee how long before I’ll hear a response. Absolutely criminal customer service. I will be boycotting and urge anyone else to boycott ASOS”

Helpful Report

Posted 4 years ago

“I was buying from Asos for years now and I can say that quality wise items are going down year over year, some items are okish, others come looking great and after just 3 days of wearing fabric starts to go bad (synthetics go fuzzy/hairy, cotton thins out so much in some parts it is almost see-through). Also their unbelievably stupid shopping experience, while buying 2 piece suit I got to choose pants size in inch measurements, but blazer was somehow in cm, and worst part actual measurement units are not mentioned, so I guessed they are in inches also (like pants were), but I was wrong. I mean really? How is that possible? Yes, their shipping is good and package comes fast, with tons of plastic baggies to dispose after, but I won't be buying anything from there, because after spending 100+ euros in a week you are left just with bag of rags.”

Helpful Report

Posted 4 years ago

“Very unhappy with their so called customer service.. after sending an item back in asda living at eastgate their machine was broken so i couldn't get a receipt but i was assured this wouldn't be a problem as the return was registered from the store three weeks on I'm still waiting for a refund as asos won't except liability even though asda sent the item back to them and i received an email saying the return was registered i won't be shopping with this company again.”

Helpful Report

Posted 4 years ago

“Shocking Quality Control of Bridal Collection & Messed Up Delivery I'm getting married next year and am on a tight budget, so I chose ASOS bridal after hearing positive things about their collection. The first dress I ordered was full of holes. I had to return it. Once I finally got my refund, the dress was out of stock. I had to wait for it to come back into stock and then had to order the dress again. When the second dress (same style dress) arrived, not only did it have a totally different fit to the first one, but it was even worse than the first one with even more holes in it. I had to return the second dress as it was again, unwearable. As a result I realised that ASOS quality control of their bridal collection is extremely poor. People might shrug and say "you get what you pay for" but I wouldn't expect a £10 dress to have holes in it, let alone a £150 dress. Despite this, I then decided to try my luck with a different style of bridal dress. I decided to have it delivered to a local Collect+ point a couple of minutes walk from home as I knew I was unlikely to be at home for the delivery. A few days after ordering I got an email telling me my dress had been delivered, only it hadn't been delivered to the Collect+ location chosen at the time of ordering and it had instead gone to a random Collect+ location in a totally different county! Obviously I was unable to travel that length of time to pick up the dress so I then spent over an hour online with ASOS customer services and then Collect+ and was bounced between the 2 departments several times before learning the only resolution was for the dress to be returned to ASOS by Collect+ and that I'd have to wait 7 working days for a refund. Once ASOS received it back I'd then have to go through the whole process and re-order the dress. 10 days after the dress was returned, I still haven't had a refund and even if I had, the dress is now out of stock in the correct size. I've had to contact ASOS customer services yet again today taking my grand total of online chat time to get this sorted out up to just over 2 hours, only to be told if I've not had the refund by midnight tonight to contact them again! I asked what had happened to the dress I ordered and what I could do now it was out of stock. Nothing. Tough. Absolutely shocking customer service, dreadful quality control and I won't be using ASOS for either my bridal dress or bridesmaids. The photos show one of the dresses and just some of the numerous holes in the dress.”

Helpful Report

Posted 4 years ago

“If I could leave a ZERO review I would. I placed an order for £259.69 that never arrived. Yodel updated the tracking info with the comment 'safe place - front porch' - I don't have a porch. They also put a card through my door saying 'blue bin' - There was nothing in my blue bin when I arrived home on the Friday (after the blue bins had been emptied) On raising the issue with ASOS, they refused to refund me saying that the order was successfully delivered to the porch of a house with a red door. I have no porch and a black door. They stopped short of calling me a liar and a thief but decided to close by account due to 'suspicious' activity' stating they would not respond any further to my emails or calls leaving me £259.69 out of pocket and with no order. Luckily I paid by Paypal who investigated and despite ASOS telling them that the order was safely delivered, ruled in my favour more than a month after I placed the order and have today refunded my money. ASOS are fine until you have an issue then they aren't interested in helping. I have spent £1000's with them over the years and I've now been banned from shopping with them in future for daring to report an order that I did not receive. Shop with care if you're going to use this company and make sure you pay by credit card or paypal for your own peace of mind.”

Helpful Report

Posted 4 years ago

“If I could leave a ZERO review I would. I placed an order for £260 that never arrived. Yodel updated the tracking info with the comment 'safe place - front porch' - I don't have a porch. They also put a card through my door saying 'blue bin' - There was nothing in my blue bin when I arrived home on the Friday (after the blue bins had been emptied) On raising the issue with ASOS, they refused to refund me saying that the order was successfully delivered to the porch of a house with a red door. I have no porch and a black door. They stopped short of calling me a liar and a thief but decided to close by account due to 'suspicious' activity' stating they would not respond any further to my emails or calls leaving me £259.69 out of pocket and with no order. Luckily I paid by Paypal who investigated and despite ASOS telling them that the order was safely delivered, ruled in my favour more than a month after I placed the order and have today refunded my money. ASOS are fine until you have an issue then they aren't interested in helping. I have spent £1000's with them over the years and I've now been banned from shopping with them in future for daring to report an order that I did not receive. Shop with care if you're going to use this company and make sure you pay by credit card or paypal for your own peace of mind.”

Helpful Report

Posted 4 years ago

“There seems to be a lot of negative feedback on this company. Should've checked The Almighty GOOGLE before placing my order. Sent the wrong item and sent it back with their own return label. They claim they never received the item and cheated me out of $110. Dont EVER use this company. Customer Service was basically a joke. And there's no phone number to talk with anyone directly.”

Helpful Report

Posted 4 years ago

“Will never order from here again. Sent the wrong color of shoes. The wrong size. The wrong gender. Now I have no shoes/ no birthday present and no sign if a credit to get the proper shoes. Its been 20 days of run around.”

Helpful Report

Posted 4 years ago

“We were sent the wrong shoes. Wrong color. Wrong size. Wrong gender. Sent back via Ups. Supposedly the return label has not been scanned back in. This was supposed to be my birthday present from my husband. 20 days later and still no resolve and no gift for this momma! To say I am disappointed is an understatement.”

Helpful Report

Posted 4 years ago

“Awfull delivery unprofessional was company ..”

Helpful Report

Posted 4 years ago

“I was at home waiting for the delivery, but instead got an email that it had been cancelled and sent back to ASOS. I immediately contacted DHL and ASOS, they confirmed that it might have been a mistake of a delivery man, but offered no solution other that wait 14 days. They did not even try to correct their mistake. Now I have no clothes, no money and no help from the support team. Worst experience ever.”

Helpful Report

Posted 4 years ago

“I'm beyond annoyed and disappointed with ASOS! I wanted to return an item that a friend bought for me. I made a return label under my friends name because he bought it. Any respectable company includes a return label right in the package so you have nothing to worry about. I don't have a printer at home so I had to go search the city to find where to print this label. Then I contacted customer support and turns out it had to be under my name so they had to issue a new label because there is no way to change it on your own. I had to go somewhere print it all over again. ASOS claims they work with DHL. However, when I went to DHL they simply told me they don't deal with ASOS returns. I then went to the office of the shipping company that actually delivered the package and they too don't work with the returns!! One kind lady told me I needed to call another delivery company that doesn't even have an office and they had to come pick up the package. It took a lot of arrangements with that delivery company because they didn't believe me that ASOS knew I am going to make a return? Whatever that means. So after all the blood, sweat and tears I finally made a return and hopefully it'll reach ASOS!”

Helpful Report

Posted 4 years ago

“I'm beyond annoyed and disappointed with ASOS! I agree with someone below. They DON'T deserve even a star. I wanted to return an item that a friend bought for me. I made a return label under my friend's name because he bought it. Any respectable company includes a return label right in the package so you have nothing to worry about but clearly not ASOS. I don't have a printer at home so I had to go search the city to find where to print this label. Then I contacted customer support and turns out it had to be under my name so they had to issue a new label because there is no way to change it on your own. I had to go somewhere print it all over again. ASOS claims they work with DHL. However, when I went to DHL they told me they don't deal with ASOS returns. So that must be a lie on the side of ASOS. I then went to the office of the shipping company that actually delivered the package and they too don't work with the returns!! One kind lady told me I needed to call another delivery company that doesn't even have an office and they had to come pick up the package. It took a lot of arrangements with that delivery company because they didn't believe me that ASOS knew I am going to make a return? Whatever that means. So after all the blood, sweat and tears I finally made a return and hopefully it'll reach ASOS!”

Helpful Report

Posted 4 years ago

“Sends the wrong size shoes twice and then accuses me of ordering wrong size. Jack customer service rep via chat. Thanks that was a new one for me. If I could rate 0 stars Don’t order from them”

Helpful Report

Posted 4 years ago

“Order UGG boots from these clowns for collection from asda (toyou), in size 4 and 5 as I wasn’t sure about the size that is going to fit me. My husband picked the item, along with other package. When he brought the item home, we realised the package was open. Size 4 was missing when I checked. Contacted Asos, asked for replacement. There clowns are telling me the item was not missing, As if I am lying, then they also block my account and tell me they won’t be issuing a refund for that item. DO NOT RECOMMEND BUYING FROM THESE CLOWNS AT ALL!!!!”

Helpful Report

Posted 4 years ago

“If only there were no stars, Asos do not deserve a star. This company took a U turn and became the most feared retailer. I had such an unprofessional misleading misinforming customer service ever in my life that I have never experienced before, I do not know where to start. I bought from Asos a top end of the budged shoes for my son, lasted only a few weeks. Contacted the Asos customer service who apologised and told me that I would be refunded on their return and provided me with a free return label. When I returned the shoes bavk to them on their instructions, I got a very impolite, unprofessional email with terrible grammar and spelling mistakes as if a 7 year old had written, saying that shoes had accessive wear and that they had posted the pair back to me. I contacted them and repeated that they had only been bought two months ago which was still in their extended Christmas return period, worn a few weeks to and from school, my son couldn't have the chance to over use them. I also told them that I had already been promised to be refunded due to them being defected and that they should honour their promise. I also called them, one hanged up on me; the other promised that manager will call me which they never materialised; another told me it's the warehouse decision who, apparently does not communicate with the customer service who asked me to return the shoes for a refund; another representative told me that she feels sorry for me and can see how wrong of them to say shoes have excessive wear instead of admitting its inferior quality. Next, I was instructed by them in an email again to send the shoes back to them to have another inspection who also provided another free return label. Shoes never arrived. So I contacted Asos asking why they haven't returned them so that I can repost them for a refund. Next, they get back to me to say that i was given wrong information by the previous adviser who told he to send them for a refund and that I can not return them back to Asos as once refund is rejected it will always be rejected and the free postage won't be possible to provide me with, and that my shoes was left with a neighbour (which their currier never had the curtesy of leaving us a notification that they are leaving the parcel at and which neighbour), I never instructed them by the way to leave my parcel with a neighbour who I don't know of. The neighbour they left the parcel with never brought it to us, as they must have assumed that we were lazy and couldnt bother to collect our own parcel from their house, thus we really had no idea of this. So Asos currier service is as bad as Asos customer service. Next, I confronted Asos customer service sending their previous email which read that Asos requested me to send the shoes back for re-inspection and provvided me with a free return label which contradicted their current email. ssying that free returns label couldn't be generated. No reply. Their silence is deafening. I cannot trust this company again. I bought another pair of shoes since from another company, I would rather that some other hard working and trustworthy company to earn my hard earned money then Asos. I am so spooked and disturbed by how they have treated me.”

Helpful Report

Posted 4 years ago

“Ordered for next day delivery to be delivered on the 12th of February for a meal out i booked for 13th of feb, comes to the day and no delivery update, i start a chat with asos online, and i’m told to wait and contact them tomorrow, and the same happened the day after, So i went to DPD instead, turns out the order is being delivered on the 14th And DPD hadn’t received it from asos, definitely not next day delivery what i paid for, i’d say don’t rely on asos if you definitely need it for a certain date always have a back up, very disappointed and confusing ordeal”

Helpful Report

Posted 4 years ago

“Horrible customer service. I am being held responsible for a package getting lost in transit when that has nothing to do with me. I have contacted this dumb chat several times over the past 2 weeks and not one person has been able to help me. I will never ever shop at asos again. Any other company would refund me the money regardless after 12 days of me returning the items with the return label in my package. I am EXTREMELY disappointed in this company. This is unacceptable and unprofessional. I can’t believe how horrible customer service is for such a large company. I even asked to speak to manager and the chat was just ended. I can’t believe how bad I was treated as a customer.”

Helpful Report

Posted 4 years ago

Asos is rated 3.1 based on 2,116 reviews