Asos Reviews

Name: Asos
Rating: 3.07

3.1 Rating 2,106 Reviews

52 %

of reviewers recommend Asos

Company Reviews

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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

“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.”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 5 years ago

“Paid for next day delivery, didn't arrive. Contacted chat, they said issues with the couriers. My question is why accept orders for next day delivery when they know the courier isn't going to deliver as promised. Chat also said that if I hadn't received my order by 11th July...which is 6 days after my next day delivery date, to contact them again. Not good.”

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Posted 5 years ago

“Customer services unhelpful, difficult to contact and arrogant. No attempt to help find a solution just clearly lazy and uninterested.”

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Posted 5 years ago

“Asos is an awful company, so much hassle with deliveries and returns. Never want to use them again. They used to be so good, what on earth happened to them.”

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Posted 5 years ago

“Awful customer service, delivery and returns.”

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Posted 5 years ago

“Delivery takes forever. Some items are cheap and nasty looking nothing like the picture. Twice I have had to return items and twice I have had to chase them for my refund. Poor, rude customer service. Sorry ASOS you were once a great online store, but everything has gone downhill and I won’t be ordering again.”

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Posted 5 years ago

“Awful customer service. So unhelpful.”

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Posted 5 years ago

“fast shipping doesn't work, no reply from customer service since 4 days, no order has been shipped but they charged me already. really disappointed as I used to love shopping at ASOS”

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Posted 5 years ago

“Very disappointing customer service with a very bad quality of items especially the ASOS brands.”

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Posted 5 years ago

“It's good yes”

Helpful Report

Posted 5 years ago

Asos is rated 3.1 based on 2,106 reviews