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Asos Reviews

3.1 Rating 2,116 Reviews
51 %
of reviewers recommend Asos
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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Asos 1 star review on 3rd May 2024
FK / Asos Ordernumber: 907310320
Asos 1 star review on 31st October 2023
Anonymous
Asos 1 star review on 9th June 2023
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Asos 1 star review on 13th April 2023
Jonathan F
Asos 1 star review on 13th April 2023
Jonathan F
Asos 1 star review on 3rd February 2023
Anonymous
Asos 1 star review on 28th October 2022
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Anonymous
Anonymous  // 01/01/2019
Awful. The delivery company they use cannot be trusted AT ALL. Their customer service just hides behind the fact that they use an outsourced delivery company and they can't guarantee delivery. Will not be using them again.
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Posted 5 years ago
Disgusting company. Ordered a smart watch from them and their delivery supplier left it outside my house in a recycling box which sits next to a public pavement. My item cost £250 and I did not receive it. They were sympathetic at first and then I was advised they would send out a replacement and would be in touch I asked for a refund after not hearing from them for more than 48hours. They then sent me an email saying that it's rare that items are not delivered, they would not send a replacement and I cannot order from ASOS again They also added that there was no point in complaining about the matter anymore as they would not respond Horrible rude and untrustworthy company
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Posted 5 years ago
Ordered trousers in my size. Unfortunately I removed the tags before trying them on. They were far too small- the manufacturer must have a strange size guide. Asos customer support were unable to offer me anything, even the slightest discount on a larger pair as a gesture of goodwill. Look, I know this was my fault, but the trousers were expensive (£50). Would it kill them to treat customers like human beings and go beyond what is expected of them? I’d have been happy with 10% off a larger size, which is what they give students anyway. The problem with big corporations like this is that greed trumps everything else. Not buying from asos again for this reason.
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Posted 5 years ago
Order was placed on Saurday 27th july for a dress to be delivered amongst a few other items in light of a party tomorrow (wednesday). I selected next day delivery. It was out for delivery sunday at 10am. At 7pm an update from Hermes saying there has been a delay. Yesterday an update saying has been returned to sender. Where is my parcel? I ordered with plenty of time for my party and all customer service said is when we recieve the item back from hermes its 10 days for a refund in the meantime feel free to order again and when I mentioned I didn't have the funds. They told me to use Klarna and pay Klarna when I am issued the refund. I asked to speak to the manager and was told that everyone at ASOS customer care has same level of training so could not pass me onto a manager.
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Posted 5 years ago
L O V E them they produce everything and anything you need
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Posted 5 years ago
I use ASOS to purchase clothing for the whole family. Over the years their service has been excellent. If the wrong item or size was sent they would rectify the issue immediately. January 2019 sale - obviously I was buying for the family and purchased many items for the kids. I was having issues with missing items, incorrect items and refunds not being issued. ASOS dealt with refunds but it meant I had to wait 10 working days. Over the last few months purchases became worse with incorrect items. Therefore I would send them back. This morning I attempted to sign into my account and it said I was blocked! I know their new policy states that those who return way too many items can be blocked! However, how is this my fault if the keep sending incorrect items or sizes? On top of this I have to then chase them for my refund! The ASOS customer service has gone downhill. I emailed for a reason and they did not respond. Very disappointed that I am being punished for their mistakes!
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Posted 5 years ago
ABSOLUTELY BAD CUSTOMER SERVICE They simple not willing to help you at all and they dont really care about you. As soon as the courier lost my parcel, a nightmare with ASOS begin. AVOID
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Posted 5 years ago
Will never order from ASOS again, they work with Yodel which is the worst delivery company on earth. I’m not sure what the problem is, but Yodel has a system saying that they had missed you, when they haven’t even attempt a delivery (no card left, no knocking on the door). I’ve had “missing” parcels that completely disappear, something very fishy with them. Why should I waist my time searching for my parcel I’ve paid for? ASOS has a responsibility to make sure that parcel gets to me, if they choose to work with the worst delivery company (probably coz they’re cheap) then I’ll choose not to buy from them.
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Posted 5 years ago
Will never order from ASOS again, they work with Yodel which is the worst delivery company on earth. I’m not sure what the problem is, but Yodel has a system saying that they had missed you, when they haven’t even attempt a delivery (no card left, no knocking on the door). I’ve had “missing” parcels that completely disappear, something very fishy with them. Why should I waist my time searching for my parcel I’ve paid for? ASOS has a responsibility to make sure that parcel gets to me, if they choose to work with the worst delivery company (probably coz they’re cheap) then I choose not to buy from them.
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Posted 5 years ago
Received the wrong item ordered item as for my holiday to then be told I have to wait 14 days to receive them because they need to Wait to receive the incorrect item back and then pay for next day delivery if I want them In time for my holiday.
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Posted 5 years ago
WORST CUSTOMER SERVICE Customer service absolutely awful at best! Account issues since Sunday. One week on, having spoken to 5 different 'customer service' agents, still no resolution. Once this has been resolved, I won't be using again! Avoid, and stick to your high street stores!
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Posted 5 years ago
Really love how inclusive ASOS is becoming, especially the Modest line and fuller bust, but would love it if they would add a petite section for them. The price isn't always the best but the quality is great so it makes up for it. Also normally runs a little big I find, but having done quite a few returns, I guess the ASOS algorithm has figured out my size and recommends a good size for me. Lastly, I normally use standard delivery but get it really fast (2 days later), and the returns process I find is very easy compared to other websites.
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Posted 5 years ago
Customer service is appalling, warehouse sends wrong items to what was ordered then customer service say they haven’t and then I re order and they do the same again and still say they haven’t, customer service also said is that all as they are busy and need to end the chat, I am disgusted with Asos and recommend staying away from this joke of a company
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Posted 5 years ago
I had never realised how many bad reviews Asos had in most reviews websites, including this one. I have had many bad experiences with Asos in the past, but I have always given them another chance because of the Pros: - next day delivery - easy way to return items However, pros become weaker when there are so many issues and for me, this is the last time. I hope this can help someone to avoid the struggle and so much time-consuming that bad service represents. I recently ordered 2 items and paid extra to have them delivered Next Day Evening. The item was shipped 4 days after the order was placed. In that time, since it was a very important order (otherwise I wouldn't have paid extra for a such specific delivery), I contacted Customer Services via email, chat, Messenger and IG: - IG messages: these were deleted by Asos without giving an answer and there were very polite messages (I would never think of swearing, insulting, etc. when writing CS since I have worked many years in the industry and I know how hard it can be at times). I have encountered other people that had had this in the past, but deep inside I thought that they had sworn or being rude, etc. But obviously, asking for help is not tolerated that well. - Messenger: noone read my message until 6 days after my order was placed (and finally received). Their notes say that they reply to you within 24h. Busier times? Increase the team; I am sure that a billion-pound business can afford to have a large enough customer service force? - chat: I was disconnected 3 times and the time someone didn't cut me off and really try to help they said that they were not prepared to deal with queries that they just know about what is in stock. - email: no one replied to me until the day my parcel was shipped and they blamed the courier saying that they could not control if the courier was not delivering the item (wrong, to be honest, it is the responsibility of the sender to make sure the item arrives - but this is another thread). I know courier services are very unreliable most of the time, but blaming someone for something they are not responsible for it is simply bad practice and pretty unfair on the courier service. In the end, I received my parcel 5 days after order it, 4 days after the scheduled, paid, specific delivery. So I decided to return the items since they were no longer needed. Well, issues continue: - I requested a refund for the Next Day Evening Delivery and after several attempts, someone said they had issued the refund back to my Paypal, 2 weeks later I am still waiting and nothing has hit my account. - The parcel I sent back (thanks to having a tracking number from Royal Mail) was delivered exactly 48h after sending it out. No refund has been received and it has also been over 10 working days (which it the limit Asos asks you to wait for), 2 weeks in total. Noone knows anything. I hope I can solve this issue and I get both my refunds so I can finally close my account with Asos and stop using them altogether. You reach a point whereby you expect a service to be as good as what a retailer can offer you to sell; unfortunately, Asos has the worst Customer Service I have ever encountered both in my professional career and as a customer. Customer Service is not an easy job (I've been there), but the attitude of some advisors is appalling and Asos definitely doesn't seem to invest in training to have people ready and available to help customers on the spot. Customers spend their money and they deserve being treated properly and helped when needed. For Asos £100 order/refund might be nothing, but for customers, this is money (a lot, for some) they have probably worked very hard to get to spend £100 and having such bad experience is really daunting and unfair. I wouldn't say "don't use them", but if I was new I would make sure I checked people's experiences to understand if it's worth it in the long run. I am definitely not using them again.
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Posted 5 years ago
So so angry, paid for next day delivery. Two days later it still hasn’t even been dispatched. I would AVOID! Think they are a scam. My party was yesterday. Didn’t even go in the dress I paid £60 for! Absolutely shocking. Then when you do live chat and explain the issue... they end the chat! Bloody disgusting. STAY AWAY!
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Posted 5 years ago
I ordered some clothing for a month long vacation I am going on in a week, and I ordered it with expedited 2 day shipping just to be sure it will get here in time. On the day it was supposed to arrive i checked the tracking number and it said the package was being held by Fedex. So I called fedex and they said the package was found to be empty and they will not deliver the empty package to me and that I need to contact ASOS. So I contacted ASOS customer support and they said that they will investigate for the next 10 days, then they will make a decision. I explained to them that I ordered with expedited 2 day shipping and I need a fund because I will be leaving the country this week and will not be here nor will I need the clothing once I am gone. They will not give me a refund even though I will not receive my package. So now I am stuck with no clothes and no money. I have to pay my credit card off and they refuse to refund me for the missing or stolen package, even though fedex officially confirms the package is empty. Asos refuses to refund me! Horrible customer care, they straight out rob you of your money and don’t get you your clothing.
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Posted 5 years ago
I’ve placed my order two weeks ago and I still haven’t received it. It was saying that my order was delivered and signed from someone but it wasn’t me.Awful delivery services and not helpful customer service.
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Posted 5 years ago
I bought bag in last time and delivered broken. Very dissapointed.
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Posted 5 years ago
Asos is my favourite online shop for sure! Always true to size for me and well priced. The only fault is delivery is quite slow and usually more late than expected.
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Posted 5 years ago
I bought a Misfit smartwatch from them in June 2018, in June 2019 it started playing up so I spoke to Misfit who said they would honour the warranty but I'd need a proof of purchase with a sales date on it (completely reasonable). I'd lost the original so I asked ASOS for a copy of the proof of purchase, which they duly emailed, it had no sales date so I contacted support again and asked for a proof of purchase with a sales date on, and they sent me the same email again. At this point I had a contact who'd helpfully given me her name Katie so I emailed her directly asking if I could just have a VAT invoice as I needed something with a sales date on it, rather than trying to be helpful Katie then asked me for my VAT registration number (which yes, I would need for a VAT invoice but seeing as their sales invoices don't seem to carry the date of the sale seemed my only alternative). Anyway, at this point I gave up, I was clearly never going to get what I'd asked for out of them and despite Misfit offering to repair my watch ASOS clearly wanted no part of it. AVOID.
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Posted 5 years ago
Asos is rated 3.1 based on 2,116 reviews