Asos Reviews

Name: Asos
Rating: 3.04

3.0 Rating 2,136 Reviews

51 %

of reviewers recommend Asos

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Metrics

3.0

Based on 2,136 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 72%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
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

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“Absolutely shocked by how poor the customer service is now at ASOS! First of all there is only the Customer live chat option which two nights running kept me waiting 20 minutes and was laughably poor. Absolutely getting nowhere with live chat and found an email address but got a message back saying this is apparently now unattended 🤦‍♀️. Made an order yesterday and bought years premium delivery subscription. Got the email confirming premium delivery and made a second order. I didn’t realise until after the order that I had been still charged another premium delivery charge on second order. Went on the really poor chat service yesterday and after 20minutes waiting was informed ‘can’t deal with it as it needs 24 hours to show up but don’t worry with the chat reference no I gave you, they will know to refund you etc’. Called tonight with the chat reference number and an idiotic conversation followed about have I checked the cookies on my phone?!? Still no refund and I’ll have to call the live chat again!!”

Helpful Report

Posted 4 years ago

“Wrong item. Returned day received. Only way to contact customer service is online chat that takes forever. Multiple requests for return status and over 2 months later even with receipt and ASOS return # “status still processing.”

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Posted 4 years ago

“Second order ,both completely wrong .returned day received. 6 weeks later still processing return. No updates from ASOS must contact via online chat 20-30” per try”

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Posted 4 years ago

“Hi, order no: 503104656 i bought this shoes on sale in June last year. I have worn this shoes once for 15mins(my room to another sitting room), second time wearing today for 10mins I noticed the shoe sole came off, also the foil on the shoe is coming off. I was told I'd get my refund as if was a FAULTY ITEM. I DO NOT WANT A VOUCHER!!”

Helpful Report

Posted 4 years ago

“Ordered a parcel: April 18th Due to arrive: April 25th Contacted the company (still on going) 8 times. Told I had to wait until May 4th. Contacted them at 18:08 May 4th tolf you have to wait until the EOD. Contacted the company May5th told I have to wait until EOD. I'm still contacting the company and still waiting. If you want your order to actually arrive do not order from this company.”

Helpful Report

Posted 4 years ago

“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.”

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Posted 4 years ago

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

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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”

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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”

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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

Asos is rated 3.0 based on 2,136 reviews