Name: Asos
Rating: 3.06

“The system is bad and the deliveries are even worse, no prepaid taxes, all surprises. The only good thing is authentic clothing, anything else is bad.”

Helpful Report

Posted 4 years ago

“I was told to wait for my order for 2 MONTHS.. It has been 35 days since I ordered it. Now they say: Contact us in a MONTH. Insane! I have been receiving orders from different companies with some delay, BUT 2 months is beyond common sense. Will I receive my parcel? Will I get money back? If customer service is that bad, not sure about the quality of the products. .. This was my first and the last order from them. I have no problem with any companies - ZARA, NordstromRack, BrownShoes - received everything during pandemic with little or NO delay.”

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Posted 4 years ago

“Can't contact them, zero customer services I don't know what to do. Do Not shop at this website”

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Posted 4 years ago

“Complete waste of my time and $$. 30+ days since they charged my account, but never received my order and still waiting for their customer service to get back to me...”

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Posted 4 years ago

“Do not EVER shop with Asos. I ordered my package on April 16th. It was supposed to arrive on the 22nd. It didn't. They changed the expected delivery to the 24th. It also didn't arrive then. The it arrived in customs, okay, I understand customs fees, no big deal. But then their shipping company, ARAMEX, then said that I had to pay another shipping fee of 65 USD (Ihad already paid 50 USD) foe them to release it and send it to me. I told the company that I had already paid for shipping but was happy to pay the customs fees. They then didn't respond to me for 6 days even though I sent them daily emails, texts messages, and calls. Aramex responded after 7 days simply to say that the fees had increased. I sent 12 emails to Asos, I messaged them daily via Facebook, Instagram, and Twitter. NO RESPONSE. I was excited to get my package, but I have NEVER dealt with a company so negligent and malicious. It seems like they make their most money simply by stealing from their customers. They only deserve negative stars. DO NOT GIVE THEM YOUR MONEY.”

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Posted 4 years ago

“I have shopped here for years, never had issue, this week I ordered a few items of clothing for my partner which cost a large amount of money. One of the items was a shirt that I didn't order and was 20 GBS, and had 2 stickers on, one for the shirt, and one for the item that I actually ordered which was 60 GBS. I connected with support and they said I have to send the shirt back and get a refund for the thing I didn't receive and then I can reorder it. I explained due to covid-19 my country is on lockdown and all postal services are closed, I requested they replaced the jumper and sent them photo evidence of the stickers and the shirt I didn't order but received. They still are saying I must return it which will cost me and reorder the sweatshirt at a different time. Really unprofessional. They emails are making it out that I am in the wrong when I was polite and was hoping the fix THEIR issue quickly.”

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Posted 4 years ago

“Inconsistent guidance and support. Poor correspondence received for an order placed though not received over a month ago”

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Posted 4 years ago

“After making a purchase with a promise of 5 standard days delivery, they extended it for 3 weeks without informing me. I then tried to cancel the order as I was moving due to the coronavirus, which they did not care about. They said as soon as it’s sent out I can email and cancel it, even though consumer rights say that if they haven’t delivered it by the time frame promised I’m allowed a refund. I then wait for 3 weeks to get an email from Gnewt, the courier of their choice to say they got my package and that it’s at their depot. I call ASOS as advised by themselves, and they tell me they’d reach out to their courier to stop it, and get it back. They don’t reach out in time and Gnewt attempts to deliver to an address I am no longer at. Lucky the concierge refuses it, but ASOS says that the package has to come back to them before I am refunded, even though I never received the package, and it’s been with their courier. The courier has now had the package for 2 weeks and not gotten it back to ASOS so they are saying they can’t refund me until their own courier returns their package. They are withholding my money, and I would not recommend shopping from ASOS. I don’t know if they’ll issue a refund as their customer service is non-existent.”

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Posted 4 years ago

“After making a purchase with a promise of 5 standard days delivery, they extended it for 3 weeks without informing me. I then tried to cancel the order as I was moving due to the coronavirus, which they did not care about. They said as soon as it’s sent out I can email and cancel it, even though consumer rights say that if they haven’t delivered it by the time frame promised I’m allowed a refund. I then wait for 3 weeks to get an email from Gnewt, the courier of their choice to say they got my package and that it’s at their depot. I call ASOS as advised by themselves, and they tell me they’d reach out to their courier to stop it, and get it back. They don’t reach out in time and Gnewt attempts to deliver to an address I am no longer at. Lucky the concierge refuses it, but ASOS says that the package has to come back to them before I am refunded, even though I never received the package, and it’s been with their courier. The courier has now had the package for 2 weeks and not gotten it back to ASOS so they are saying they can’t refund me until their own courier returns their package. They are withholding my money, and I would not recommend shopping from ASOS. I don’t know if they’ll issue a refund as their customer service is non-existent.”

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Posted 4 years ago

“I ordered a pair of QUAY sunglasses and this company sent me a defective pair very crocked, not sure what they were thinking. I never ones got an email from them about my order, not very professional. I returned them immediately and after 3 weeks now of them receiving the item I still have no refund I tried countless emails and absolutely NO RESPOND!!! I never ever had anything like this happen to me.”

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Posted 4 years ago

“I paid for my order and waited over two weeks and then i got a e-mail saying that the t-shirt i ordered is out of stock. How is it possible that i order, pay AND WAIT FOR TWO WEEKS and then get a e-mail saying they are sorry? Not gonna order from asos anymore and will tell my friends to do the same. Do not waste your money or your time ordering from them.”

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Posted 4 years ago

“I received the wrong item. Instead of a red jumper, I received a red t-shirt. I have complained and the 2 options I have is going to the post and delivering myself or asking Hermes to collect the item. Problem n1: I can't go outside due to health issues + COVID situation. Problem n2: I don't have a printer. The question here is why do I need to solve THEIR PROBLEM? They don't pay me for that. I am wasting my time, my energy and getting nervous. I just want my money back and if they want they can come to collect their T-shirt.”

Helpful Report

Posted 4 years ago

“I received the wrong item. Instead of a red jumper, I received a red t-shirt. I have complained and the 2 options I have is going to the post and delivering myself or asking Hermes to collect the item. Problem n1: I can't go outside due to health issues + COVID situation. Problem n2: I don't have a printer. The question here is why do I need to solve THEIR PROBLEM? They don't pay me for that. I am wasting my time, my energy and getting nervous. I just want my money back and if they want they can come to collect their T-shirt. I understand that if I want to return an item because it doesn't suits me or because I don't like it, I should move to do it. But this is NOT MY MISTAKE. So basically I am being ripped off.”

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Posted 4 years ago

“ORDER NO.: 483327138 PAST A MONTH NOW FROM THE ESTIMATED DATE OF ARRIVAL. EXTREMELY DISAPPOINTED, I HAVE BEEN A REGULAR CUSTOMER YET YOUR SERVICE TOWARDS ME HAS BEEN NOTHING BELOW AVERAGE. I GET THE ON-GOING CORONA VIRUS SITUATION, YOU GUYS SHOULD HAVE BEEN A LITTLE MORE CARING AND RESPONSIBLE ENOUGH TO AT LEAST INFORM ME VIA AN EMAIL. SO WHAT NOT? I ORDERED ON THAT DATE FOR A PARTICULAR EVENT AND NOW THOSE ITEMS SERVE NO POINT. ABSOLUTE DISGUSTED WITH YOUR PATHETIC COMMUNICATION SERVICES.FORGET THE COMPENSATION THAT I FEEL YOU GUYS OWE ME. I DON'T NEED THAT NEITHER THE ITEMS, THE LEAST YOU GUYS COULD HAVE DONE IS ISSUE ME A COMPLETE REFUND. UTTERLY DISAPPOINTED AS THE BANK CHARGES ( THROUGH THE USE OF VISA DEBIT AND PAYPAL) I HAD TO BARE ADDITIONAL CHARGES SO BASICALLY, I AM ON THE LOSING SIDE AND MADE A LOSS ON ITEMS I DID NOT EVEN RECEIVE.”

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Posted 4 years ago

“I’m trying to reach out to customer service almost one week no one answered me through email, messenger And Twitter”

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Posted 4 years ago

“Lucid mesh tie leg ballet flats in black - These are the worst shoes i have ever bought. they cost me a toe. i now have 4 toes on each foot. My friends call me nuggy. 0 stars. very disappointed”

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Posted 4 years ago

“Absolutely terrible service... Which is a great shame because I was beginning to become a good customer.... But not anymore. No communication and generic reply to customer service contact... and not followed up..... Avoid this company at all costs.... They will ultimately disappoint”

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Posted 4 years ago

“Stay away from this company. If I could give zero stars I would. Very disappointing experience. The pictures in their site look great and you are super excited waiting for your product. Then they send the wrong item. I contact their customer service and they have zero personalization they basically said. Send item back and maybe in 20 days you’ll get your money back then you can reorder item again. Usually companies that make mistakes own up to them. But not ASOS. It took me about 30 days to get a refund. I attempted talking to ASOS directly and they were super rude and idiotic. Then I just ended up filing a claim in paypal. PayPal got me a refund but at first ASOS said they would only issue a partial refund which I rejected! I returned their item the day after I got it and sent them the tracking number. Even PayPal was getting sick of how long this was taking so they resolved it and refunded me my full amount. One of the worst experiences I’ve ever had. Blocking this company forever. Attached below are the items purchased vs received! Just wow!”

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Posted 4 years ago

“I've never felt so frustrated in my life with a company such as ASOS do they ever considered training their representatives how to be apologetic and show sympathy or at least show understanding to the frustration caused by the company to the customers !! The truth is NO . New Example today LEAH !! THIS PERSON WHO Hasn't EVEN APOLOGISED ONCE IN THE WHOLE CONVERSATION NOP WHAT'S MORE SHOCKING THEY ALLOWED TO END THE CHAT ON THE CUSTOMERS just because they don't feel like talking! being rude unhelpful and arrogant and they taking the customers fraustration as if it's personal and they start acting like you having an issue with them person I MEAN PROFESSIONAL TEACH YOUR PEOPLE TO BE PROFESSIONAL they get paid for a job that they don't fulfilled !! DISGUSTING”

Helpful Report

Posted 4 years ago

“I've never felt so frustrated in my life with a company such as ASOS do they ever considered training their representatives how to be apologetic and show sympathy or at least show understanding to the frustration caused by the company to the customers !! The truth is NO . New Example today LEAH !! THIS PERSON WHO Hasn't EVEN APOLOGISED ONCE IN THE WHOLE CONVERSATION NOP WHAT'S MORE SHOCKING THEY ALLOWED TO END THE CHAT ON THE CUSTOMERS just because they don't feel like talking! being rude unhelpful and arrogant and they taking the customers fraustration as if it's personal and they start acting like you having an issue with them personally I MEAN TEACH YOUR PEOPLE how TO BE PROFESSIONAL they get paid for a job that they don't fulfilled !! DISGUSTING . My order shipped never arrived to Hermes hub and it's been more then a week and I'm still waiting for a refund ،،🤢”

Helpful Report

Posted 4 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