Asos Reviews

Name: Asos
Rating: 3.04

3.0 Rating 2,131 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.0

Based on 2,131 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

“Very inconsiderate customer service! Spend over an hour explaining that I need a refund for a wrong item that arrived in wrong style and they said u need a barcode that arrives on a shipping package I don't have ! Very obsolete type of service and would never order from them again”

Helpful Report

Posted 3 years ago

“I was sent a late shipping notice, which according to US FTC law means that I can reject the late shipping and get a full refund if I contact the company and tell them I'm rejecting the late shipment. If they choose to still send it, then I am still entitled to a refund without having to return the item, as the item is considered a free gift at that time. So in this case, the same day that I received the late shipping notice (much sooner than the allowable time frame I have as the purchaser), I contacted ASOS customer service and told them that I dd not consent to the late shipment, and so they needed to refund me. They said it was too late for them to cancel the order, which was odd since the email I received was literally about how they couldn't ship it yet, so I don't see why they couldn't/wouldn't just cancel it, but that's their prerogative (following the law and refunding me regardless is not, of course). I explained to them that either way they had to refund me and even if I eventually got the items, I wouldn't have to return them for the refund based on ftc law, so I encouraged them to just cancel it. The customer service person acknowledged the US FTC law and clearly stated that I would get a full refund, and that I would not have to return the items for the refund (see the other documents I uploaded for the transcript: “me: since it's coming later than originally promised, which is why i got the notice, i have the right to refuse the new shipping date and get a full refund ASOS [05:09:27] Yes that is correct. me [05:09:42] this is the ftc law ASOS [05:09:45] Yes. You will still be refunded for this don't worry. ... me [05:11:28] .. since i haven't accepted the later shipment time, i don't need to return it for a refund. [05:11:45] so it would probably be best for you to just cancel it now before it's sent out. [05:12:24] since i don't have to return it but i am entitled to a full refund, since asos sent me a revised ship time, and i'm letting you know now i don't consent to it. ASOS [05:12:35] Yes you will not return it.”). He said he couldn't process the refund yet, but (for some reason) once I gave them the shipping info (which obviously I hadn't received yet since they were shipping it out late -hence this whole thing), they would process the refund without return. When I did find the shipping info, I contacted customer service again, but they broke their agreement and FTC law and refused to refund the order without a return. As you can see, the first customer service rep clearly promised a refund without return (as per FTC law), but then when I took the extra steps (which I probably didn't even need to do) that asos (bizarrely) claimed they 'needed' to process my legally entitled refund, they broke their promise/agreement with me and the law and refused to process my refund.”

Helpful Report

Posted 3 years ago

“Purchased a Napapijri duffle bag for a small fortune. 18 months later the material that hold the carry straps have frayed and I am no longer able to use the bag! Poor quality item, never again!!!!! Buyer beware!”

Helpful Report

Posted 3 years ago

“lying to me without shame. Wrost app ever, they just cancell your order without reason, and you just keep loosing money on fees, , angents lying everytime saying '' your order its shipped '' then got email order its cancelled, don't buy here all scammers.”

Helpful Report

Posted 3 years ago

“Awful customer service and policy for some countries. Will not use it just because of that.”

Helpful Report

Posted 3 years ago

“Make sure ALL TAGS ARE ON ITEMS I received an item without any from of tags MAKES IT DIFFICULT TO RETURN THE ITEM THAT DOESNT FIT!”

Helpful Report

Posted 3 years ago

“Very hard to reach and un-helpful customer service. Won't buy from Asos again.”

Helpful Report

Posted 3 years ago

“Das hat mir alles sehr gut gefallen! Die Mitarbeiter in der Verwaltung sind freundlich, die Lieferung erfolgt schnell, die Auswahl ist groß, die Qualität der Kleidung ist sehr gut, ich bin begeistert!!!”

Helpful Report

Posted 3 years ago

“Put 2 items in basket each made to reset password with email link returned to website nothing in basket. What I wanted now SOLD OUT”

Helpful Report

Posted 3 years ago

“Payed for next day didn’t turn up so cancelled order but they ignored this and dispatched two days later, will never use again!”

Helpful Report

Posted 3 years ago

“Worst Customer Service ever!! I have tried to reach out to customer service on many occasions. They have never helped me and always try to find reasons to blame the customer. Today I chatted with GLADYS. She kept trying to blame me for why she couldn't help. This is not the first occasion this has happened either. I am done shopping with ASOS. Never again. Senior management needs to look into the practices of the customer service department and how they treat clients. Unacceptable!”

Helpful Report

Posted 3 years ago

“Do yourself a favor, and shop elsewhere. Do not expect to receive any customer service when there is an issue. I've had multiple issues with multiple orders and NO resolution. I've been waiting for weeks for my refund and when I reached out to customer service, both Christopher and Jazmin were NO help. I'll be disputing the charges on my card and will not be shopping here ever again.”

Helpful Report

Posted 3 years ago

“So upset and annoyed with ASOS over last transaction. My order was for €196 and successfully completed through PayPal. For some reason a duplicate transaction went into PayPal and remained in pending status. As PayPal is connected to my debit card this means my actual cash in my bank account had a hold placed on it for the full amount of €196. In effect I was double charged. I contacted asos about this immediately and they apologised and said it would be 48 hours before this was rectified. Not ideal but ok. 58 hours later I contacted them again as the money remained in limbo. This time I was told ten days. I requested for this to be escalated in some way as I could not wait this long for my own money to be released. I was told it would be escalated immediately and to watch out for an email. Guess what..? Nothing happened. Almost 10 days later here I am with no money still so I contact them again (3rd time). This time I’m told actually it’s 10 WORKING days. In the meantime I have almost €200 in limbo that I can not access, bills due this week that I can not pay. If they had actually double charged me I would have had the money back by now. Surely in this day and age waiting ten working days for an error like that to be rectified is insane? Also the way customer care staff all had different information is unprofessional, as is telling me I will receive an email and then not getting one. All in all a truly awful experience with ASOS.”

Helpful Report

Posted 3 years ago

“Late. Wrong size. Dud customer service. Worst online experience. Zero stars.”

Helpful Report

Posted 3 years ago

“I have used ASOS for years as they were always very reliable for next day delivery. These days I couldn’t tell you the last order I placed that came on time. Don’t offer people next day delivery if you can’t guarantee it.”

Helpful Report

Posted 3 years ago

“Have ordered regularly from ASOS. This time it was a very important order because it was for dresses for my daughter's graduation. ASOS use the courier company Yodel to deliver in the UK. after 4 days I checked on my order to discover that it had not only not been delivered, but Yodel returned it to ASOS. No call on the mobile number I provided, no card left, and no attempt to redeliver. They just sent it back. when I contacted ASOS, I was told that they do not resend parcels and that I would receive a refund. That is not a solution but a total cop-out by ASOS. SOme of those dresses in the GBP240 order were last items of that size which means that I will not be able to reorder these items. My daughter is devastated. ASOS needs to be able to address issues like this and not have a blanket "I don't care about customers, I'll just refund the money because someone else will order the items immediately". That's just exceedingly poor customer service. will I order from ASOS again? Never ... and I would advise others to think carefully about ordering from a company that does not value their customers and does not care about their customers. furthermore, aSOS should stop using a cowboy outfit like Yodel who are not couriers but a mickey-mouse company that is derelict in their duty to adequately deliver parcels to their addressees.”

Helpful Report

Posted 3 years ago

“so many clothes there look like second hand. rude customer services and management”

Helpful Report

Posted 3 years ago

“They sent me the wrong dress. I had to pay duty fees, on top of my own postage for the return, which they said they will refund me for, but am not counting on it based on their customer service. I am just utterly shocked that ASOS is willing to lose a customer over $16.51 CAD. If a company makes a mistake, which you did, they should make the customer whole again. Regardless of which country issued the duty fees or what have you. Instead, ASOS customer service employees have decided to argue with me about it and continually redirect me to the Canadian Border Agency website like robots, when I have explained multiple times how it works after speaking with them. It is quite disgusting that they find it appropriate that I'm out of pocket over nothing of my doing. I explained to all 1000 odd employees that have wrote me back on the issue that $9.99 of CODs are handling fees that you do not get back. I am paying them twice now for the same dress, and that's if I get the correct dress this time. No one is able to get past the sherking of responsibility and just admit that it is inappropriate and disgusting that I am being made to pay this twice. One employee when so far as to point out that I got a discount on the second dress. Let me break down the "discount"for you, I'm out $16.51 CAD, soon to be $33.03 CAD with the new shipment. I was given a 20% off coupon, which when applied is $115.12 FOR THE DRESS MINUS $ 23.02 FOR DISCOUNT= $92.10 $33.03-$23.02=$10.01 THE FACT THAT I HAVE TO SIT HERE AND EXPLAIN THIS TO YOU GUYS US APPALLING. I AM STILL OUT $10 PLUS TIME AND THE AGGRIVATION OF THIS ORDEAL. SO TO THAT EMPLOYEE, NICE MATH If you are reading this, order from somewhere else! They are con artists and do not even have a phone number to talk to an actual representative. They will just have a different myriad of employees with varying and conflicting knowledge give you the run around until you hopefully forget that you are out your hard earned $$$$$. Not to mention the aggravation. I suggest you RUN the other way. Do not deal with this phony, shady company, if you can call it one.”

Helpful Report

Posted 3 years ago

“Premier customer for years, shopped almost exclusively with ASOS and must have spent thousands of pounds over the years. The customer service has become so awful that I’ve stopped shopping with them. Orders started to arrive that were wrong, never on time despite being a premier customer which was guaranteed next day delivery. Contacted them to let them know an order than was 2 weeks late arrived and it was wrong and they were unbelievably rude. No gesture of goodwill offered (and I asked - was told it’s not their policy to give customer’s vouchers when things go wrong). Vowed not to return but decided to give them another chance after a year. Low and behold parcel not turned up despite paying £9 for next day delivery. Customer service did little more than shrug and say it’ll be late. Wouldn’t refund the delivery and have to wait ‘for the specialist team to contact me’ in 48 hours. I won’t be giving them another chance.”

Helpful Report

Posted 3 years ago

“Always reliable”

Helpful Report

Posted 3 years ago

Asos is rated 3.0 based on 2,131 reviews