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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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

“I placed two orders with ASOS back to back because I loved the clothing selection they were showing online and just needed everything! However, since I placed two separate orders, I had to pay surprise customs charges on both packages (approx $15 each). NONE of the clothes were good. They were poor quality and did not look like the website pictures at all! So, I wanted to return the $180 worth of clothing that I ordered. However, since I ordered the clothing in two separate orders, I have to go through the process of returning two separate orders. Since their returns process is directly linked to Canada Post, I have to pay $22.40 two times in order to return the clothes, even though I planned on returning all the clothes in 1 package (customer service and website details allow this). After an unsuccessful hour with customer service, I still have to pay for two return labels even if I only mail one package. That means I will have paid $75 to end up with nothing! AVOID ASOS AT ALL COSTS because they did absolutely nothing to try and help me or remedy the situation.”

Helpful Report

Posted 4 years ago

“service ORDER NO.:612574472 SHIPPED DATE:02 May, 2021 Really diagusting team of agents especially rozalina and Natasha abrupt and rude. Paid for a same day delivery £7.99 got the despatched email never turned up. was rold by rozalina still being packed that was 23:00pm at night but had to wait until midnight to get a refund? why when it has not even left your warehouse. Next morning told by Natasha has left but need to wait 2 working days for delivery, cannot not chase city sprint? I highlight this is a same day delivery courier, so why would you not ask were the item is. I advised cannot except delivery.during the week due to work but been advised i need to wait attempted delivery then wait for item.to be returned before i get a refund. also i have Premier delivery but yet i have.to wait basicall for a standard delivery. Asked for complaints procedure i get feedback email totally different from complaint. Rozalina unprofessional and does not know how to speak.to customers needs training in how to speak.to customers rather yhen treated them as her friends (God Bless!) and Natasha ends conversations before answering questions asked because she cant be bothered to answer or she does not know. Disgusting Asos.”

Helpful Report

Posted 4 years ago

“I made an order on Friday and paid £100 for next day delivery. Then I was notified Saturday it was out for delivery. So imagine my surprise when nothing arrived. Contacted Asos customer services the next day, who said it had been delivered. I told them it had not, and went through the standard check the property etc. Contacted Asos today and conversed with Trina who said it works be delivered Tuesday! I then asked for the order to be cancelled and refunded, and was then told it could not be done until the parcel had been returned to the warehouse which takes around 14 days. Despite numerous requests to have my complaint escalated to a team leader, I was advised I would be told the same thing and I was not transferred to anyone higher in customer care. Appalling customer service offered and the second time this had occurred, ordering from ASOS.”

Helpful Report

Posted 4 years ago

“I Cant Find Any Information About My Returns No Contact Regard Asos Returns 2 Dresses On 17.4.21 Ref No 3431408039192265 Order No 604646934 S404UQ Not Happy Customer Need TO Sort Out Customers Returns Asos Will Loose Customers. Julie”

Helpful Report

Posted 4 years ago

“Ordered a dress, paid for next day air, it came 4 days later. The dress was damaged. You only can speak to customer service through a chat system. It’s awful. Agent was very rude and refused to send a new dress even with picture proof it was damaged.”

Helpful Report

Posted 4 years ago

“Don't trust these radioactive products smugglers, they deserve to die of Corona, I hope and pray they do. ASOS Cheats!”

Helpful Report

Posted 4 years ago

“Returned my order as they told me to and they still haven’t refunded me over a month later. Spent hours on their chat system and they said they would refund me but never did. Checked in again they said give us 14 days. Checked back in 14 days later they said give us 10 days. Still haven’t gotten my refund and wondering if I ever will. Every time I respond to their emails, a new person responds who has no idea about the history of the conversation - completely useless and time consuming communication. Worst service and experience I have ever had.”

Helpful Report

Posted 4 years ago

“Imagine ordering 2 items 1 of which never came and the other completely incorrect from what I orderd asos has not provided an apology they're radically dismissive and take long to get back to customers so I've paid money got sent nothing and wrong items had to waste my time sending it back, asos refuse to deal with me sooner as I deleted my account for their negligence and I still have to wait approximately 24 days for any type of refund 14 days for them to check and process returned items and another 10 days to receive a refund after the fact, what a trash company. I have posted the incorrect item they sent which was supposed to be a medium sized ecru overcoat.”

Helpful Report

Posted 4 years ago

“Despicable company . Shoddy service - please do not order from these cowboys”

Helpful Report

Posted 4 years ago

“Terrible company to buy from. Beware. I bought $300 worth of clothing, and $45 worth i returned due to not being what i wanted or expected. It will take over a month from when i returned the items until the refund will reach my account. RIDICULOUS. Look up ASOS ON BETTER BUSINESS BUREAU. I’ve attached screenshots. They score an F!!!”

Helpful Report

Posted 4 years ago

“Very rude customer service not willing to help. After raising complaint they just ignore my chat messages pretending there is no contact from my side. I would never expect something like this from such a company. It's just ridiculous”

Helpful Report

Posted 4 years ago

“I don't have israeli citizenship and can not clear the custums with another ID number. They refused to cancel my order and return that money, supposedly, I need to go to the custums and tell them that I refuse the order and after they will get the order back maybe in another 21 day the will return my money. So stupid. They refused to cancel my order even though it was made 8 hours ago. On their site it said the order can be canceled up to 2 days. Not even sent.... Scammers”

Helpful Report

Posted 4 years ago

“I've ordered for the first time AND paid for the yearly payment of next day delivery. 4 DAYS LATER AND IM STILL WAITING!! Shocking and a disgrave”

Helpful Report

Posted 4 years ago

“More than 38 minutes waiting for her to find a solution on why I havent received a student discount after I applied 3 months ago. After 38 minutes she wrote back and said: Oh this is pending, not your fault but we need a letter from your UNI to prove, the ID card from Uni is not enough etc etc. Then I sent the paper in pdf and she couldnt open it (weird). NO HELP AT ALL! No willingness to help as well. Clearly.”

Helpful Report

Posted 4 years ago

“So, Tried to place an order with ASOS following them sending me a 20% discount code....did not work on their system and concerned re items going out of stock, so placed order and messaged them to ask can they apply 20%....answer no.....asked for someone to look into as surely can see my perspective....answer no. Later tried it and discount code did work, so clearly their system issue. Still no one interested in this. I said I would therefore send order back and replaced order....code stopped working again...they offered me a 10% code instead !? How is that fair? So now I have 2 orders on the way, one with 10% discount and one without. Orders BOTH RECEIVED IN ONE BOX WITH NO INVOICE.....2 x socks packs were both wrong items in both orders, 1 shirts big hole in them, 1 missing item all together.....tried to get help.....TOOK 1 hour and 55 Mins on a chat to get them to refund fir 1 missing item ( still not done just said it would be) and get the returns labels.......they told me to PUT BOTH RETURNS LABELS ON SAME BOX WITH 2 orders.....I said how will that work as Hermes will have One parcel with 2 different labels on ? Which do they scan? It will cause issues. ASOS said no it is OK....so I messaged the Hermes guy and he said I can’t accept a parcel like that! Asked for a manager/ complaint to be logged at ASOS ...answer no...SERIOUSLY, HOW WRONG CAN A COMPANY GET IT......answer THIS WRONG! Seriously dreadful...I have no words to describe it all....above just facts... Agent in last part of chat advised managers are ‘ not capable’ of helping..says it all really.”

Helpful Report

Posted 4 years ago

“purchased a pair of chunky Chelsea boots for my partner, 6 months later one the boots completely snapped in half at the bottom, leaving my partner with no option other than to hobble home with a boot full of mud and water. When reaching out to ASOS online chat, requesting a refund with photo proof, I was told that I needed to package the product and return it to them so they can ‘asses’ the fault and get back to me once they received it within 10 days. I argued that this is preposterous that an unhappy loyal customer with a clearly faulty product, is being asked to go out of their way to purchase packaging (they are very large chunky boots) and return the item via a shops collect service, just for them to ‘assess’ the fault, as though it were something I’d deliberately done myself! When requesting the details of a manger to escalate my claim further, I was just ignored and given a link to leave feedback where my views ‘will be taken seriously’. Absolutely shocking service and will certainly not be purchasing anything from them again, and I shall be cancelling my premier account from here on out.”

Helpful Report

Posted 4 years ago

“Spoke to a member of staff via the live chat on the ASOS website; enquiring about a return i did not receive. I believe her name was 'NATASHA' who wasn't very helpful at all she was quite rude and did not help with my issue. I spoke to a lovely helpful gentlemen over the phone who was able to help me take a step further to working out my issue. I understand that not all staff are unhelpful and rude, but it certainly isn't nice to be spoken to in an aggressive, rude manner and does not portray a 5* online customer experience.”

Helpful Report

Posted 4 years ago

“Ordered a PC screen from Asos, the item I received was broken. I contacted in order to solve the matter - Asos claimed they are not responsible and wouldn't fix/change the screen, After a long argument, I managed to sort a lab checking. I was told in 3 days they will come to take my screen and didn't for 2 weeks, after lab check I was told the screen was fixed, it was delivered and the screen was still not working! I contacted once again and got the same answer that they are not responsible, the manager told me don't care and won't assist. After making some noise I got their attention and was told they will replace the screen, again was contacted to pick up the screen, no one showed up for a month. They picked my screen and contact was lost. I don't have a screen, no one is contacting me. WORST SERVICE EVER.”

Helpful Report

Posted 4 years ago

“Would give 0 stars if I could. Their customer service system is literally the worst. You can't call or email, you have to use a chat which I still can't tell is a real person or robot. I have spent over 2 hours all together on this chat function trying to get an issue with my order resolved. Because of the issue, I had to reject my package to have it sent back to Asos for a refund. However, after a month of no refund, I chatted with them and they claimed the package had been delivered to me. Which was not true as it had been sent back to them. I am still waiting for a refund and not hopeful. I am so frustrated and really wish I had never ordered from them in the first place.”

Helpful Report

Posted 4 years ago

“Not received the goods , contacted customer service but got response, Hello Durga, Thanks for getting back in touch. I understand how important it is for you to get your money back for the order that you did not received. Let me advise further to help you out. As DPD did not accept liability to your order we are unable to refund you for this order as they are claiming that the parcel was delivered to correct address successfully. I would advise you to get in touch with DPD and raise this to them or you can also try to raise a claim to your bank to see if they can refund you for this incident. I know that this isn't the answer you're expecting but I hope you understand that I'm helping you according to our process. If you have other concern, you can try our self-help service link by clicking or, you can also contact us back by clickingThank you and stay safe! Best Wishes, John ASOS Customer Care”

Helpful Report

Posted 4 years ago

Asos is rated 3.0 based on 2,131 reviews