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Asos Reviews

3.1 Rating 2,087 Reviews

52 %

of reviewers recommend Asos

Company Reviews

3.1

Based on 2,087 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
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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Asos 1 star review on 3rd May 2024

FK / Asos Ordernumber: 907310320

Asos 1 star review on 31st October 2023

Asos 1 star review on 9th June 2023

Asos 1 star review on 13th April 2023

Asos 1 star review on 13th April 2023

Asos 1 star review on 3rd February 2023

Asos 1 star review on 28th October 2022

44

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“One word to describe asos will be (Terrible). Shopped here since 2002. Been a super loyal customer I make regular purchases for myself, family and friends so I DO keep most of those orders (my card statement is proof of that) I spend a lot. But Lately they've been sending a lot of damaged goods without checking them I've even had things missing from the order with parcels arriving open which I always make note when returning those orders as to reason why I am returning it and contact live chat. Anyway now. They have Blocked my account so I went onto live chat to see what's going on and I'm being told it's due to security reasons! Without actually telling me what those security reasons are. Breach of GDPR playing with customers sensitive data and not notifying the customer of any reasons as to why they have been blocked. Asos do not look at the long term history only recent so if you make a couple of returns in a row even if you spend hundreds they will just block you. Disgusting company got rich off loyal customers like myself and then go and show thanks in this way. Furthermore seems they pay trst pilot a lot of money to keep negative reviews removed. I have provided multiple proof of my review yet no response from trust pilot team they keep removing it. Fake platform do not trust the reviews on there. I cannot wait for the day Asos go into administration and fyi that wont be long as they are reporting huge losses after the way they have been treating customers it's no wonder. Good riddance I'll take my money elsewhere plenty of better stores online these days.”

Asos 1 star review on 3rd February 2023

Posted 1 year ago

“Its been 24days awaiting my order, inquiry sends you to their chat bot which says wait another 20 days. Worse service. 1st and last time i use this pathetic service”

Posted 1 year ago

“Got refund of £0.60 for a £54 jacket.”

Posted 1 year ago

“Two months to get one order refunded despite paying for their “premium” delivery service that they call ASOS Premier. Laughable.”

Posted 1 year ago

“Parcel not received never left warehouse. Rude customer service with same script wait 2 more days even though it ovbious the order is missing as courier never received it. No refund given. Also emails to customer service or director just bounce back. Pure robbery absolutely disgusting. It was also reported that asos are in financial trouble so those of is who spent hard earned money at this particularly difficult time are unlikely to be refunded. Do not use this company and don't put all the ble on evri its asos that's the main problem”

Posted 1 year ago

“Unprofessional store that just scammed me. The jacket ripped after 1 month of wearing it. I wrote to costumer service 4 times and they told us to throw away the jacket and they provided a refund which I did not receive. I have never been cheated by any shop in Europe. It seems to me that in the European Union there is a 12-month warranty on branded items. Asos doesn't seem to honor the warranty. Isn't it weird that the store gives out promo codes 5 times a week? They sell waste and that's it. all the things I bought there are already ripped and pilled and they didn't last even 6 months. Buy cheap and short on asos Best Regards”

Posted 1 year ago

“I ordered some Christmas presents for my daughter in 11th December. As they did not arrive on time I requested a refund which took a number of messages to ASOS before it was agreed and finally received. The parcel eventually arrived on Christmas Eve. As an honest person I immediately contacted ASOS and said I was pleased it had arrived in time for Christmas and could I now please pay. The only option I was told was to return the items. I explained I didn’t want to return the items I wanted to keep them and just pay for them. After a long conversation with ‘customer care’ including being told I could reorder with next day delivery and still get them for Christmas! To which I did ask them if they were in fact Santa Claus! Since it took more than 2 weeks to get the delivery I suggested this perhaps might not happen and I would like to give my daughter her presents on Christmas Day. I offered to pay several times and was threatened that if I did not return the items then my future refunds would be impacted. I would NEVER use ASOS again. Be warned!!”

Posted 1 year ago

“Very very poor the service through costumer service. I have spent over 1.000 pounds in clothes in one go and I had 3 products that they never came and I paid for, after trying to contact several times and spending an 1h through messages speaking with different agents, they kept promising that I would get confirmation of emails of the delivery and never received either delivery and items . I wouldn't recommend at all. They made me very frustrated, having to spend my time texting with 4 different agents in a different days and non of them they hold the promises. Even all the agents they were trying not to understand after repeating my self several times. They even avoided my question. Hope the company look in to it as the service it's very poor and cannot treat the costumers in this way.”

Posted 1 year ago

“Terrible service. I have shopped with Asos for many years and never had an issue, since September they have gone undeniably downhill, and I refuse to shop with them now if they continue to use Evri as a courier. 6 parcels have gone missing and not arrived at all or have taken 15+ days to arrive. Customer service aren't helpful (I don't blame them because they have a script they stick to and are entirely robotic, they can't do anything). A terrible company who hold onto your money for as long as they can and continue to mess up.”

Posted 1 year ago

“Took just shy of two weeks to arrive, I was never informed of any delays, I was advised it would arrive early with nothing else communicated, customer service was shocking, their is no one to call, just an online chat where you just get passed around from pillar to post not a single person between them all could help it was like talking to a wall which just kept fobbing you off hoping you would go away, just a disgusting service, I even wrote a complaint to have this escalated & they just don’t care… defo go & buy elsewhere & get a better service!”

Posted 1 year ago

“I ordered boots size 7, they sent me size 6 instead of saying they were out of stock. I sent them back on the 4th November. No updates as promised, no money back. Extremely difficult to relay any form of message, that stupid chat is just a computer. All in all I would never buy from them again. No customer service or real people to speak to. That's my review and I probably won't get a response regarding this review either”

Posted 1 year ago

“Do not shop! You Will not be able to return items! BAD SERVICE AND UGLY CLOTHES”

Posted 1 year ago

“Missing product in received order Notification of the missing product in the order was reported on 15.09.2022, immediately after receiving the product from the parcel machine. I have contacted asos in all possible ways, Unfortunately, so far I have not received a reply when I will receive a refund to my bank account for the missing product in the order. In addition, a few days after reporting the missing product in the order and confirming with the consultant to send back the missing product, my account was blocked! Customer service sent me a couple of times information about a refund after unlocking my account by changing my password - I changed the password according to the instructions unfortunately my account is still locked and the money for the missing product is not refunded. I have been a long-time customer of yours and I am extremely disappointed, the approach to the customer and the lack of contact.”

Posted 1 year ago

“Canadians beware: Do not shop at Asos. You will not be able to get your refund from customs as thier website states if you choose to refund your products. You will only receive refund for what you purchased. I paid $613 in customs fees and have not been able to get anything back despite all efforts. No help from Landmark global or Asos. Your request WILL be denied as Landmark global (the courier they hire to ship to Canada) does not respond to any requests for documentation you will need to obtain your custom refund from thr Canadian Border Service Agency (CBSA). Terrible company! They should be using another courier but clearly do not care about any of the Canadian customers enough to do so. CBSA mentioned they have so many unresolved or denied cases due to the fact Landmark/Asos have not helped canadians produce the customs documents (proof of import and export) required for them to provide the customs fees refund. Just shop somewhere else. Not worth it. All the best!”

Posted 1 year ago

“Evri lost my parcel. You can’t speak to evri about it and ASOS’s only support method takes forever to write back to you with zero help. It takes days for asos to even consider helping you about it. Shocking service from a customer who’s spent hundreds on a missing single order with no resolution or input from asos despite trying to ask them for help multiple times. A really good brand and selection parried with rubbish service and the worst delivery company. Why would you ruin your brand experience like this… what a shame”

Posted 1 year ago

“This is after I asked a guy in a delivery van outside my flat which was full of ASOS parcels if he had mine and he said no and then he went and i got an email 20 mins later saying couldn't deliver because "there was an issue accessing the property"”

Asos 1 star review on 28th October 2022

Posted 1 year ago

“Wow. This is hands down the most unbelievably poor excuse for good business practice I have ever in my life come across. I have already spent hours, days, trying to get my money back from a friend's birthday gift card voucher so unless this experience truly was as unbelievable as it has been, I truly wouldn't be able to bear any more time spent on this, but people should really know. I spent hours looking through maternity clothes on the site after my friend gifted (cursed) me with money toward ASOS. Because everything is moved from your cart to your saved items after just 1 hour of shopping, I spent enough time just transferring things back over once finally finished and felt rushed into ordering and stressed the entire time. It was $350 and meant for ever0-changing maternity body clothes, so please understand how it could take a bit longer than usual. I finally placed the order, with express 2-day paid shipping so it would arrive prior to my leaving for vacation a week later. Then, 24 hours later, I receive an email from ASOS saying that my order has been spontaneously canceled due to "suspicious account details". Hmmm.... Now what oh earth would be suspicious about an account which had confirmed email and phone number, an address under my name, and a less than 1 month old gift card covering the entire amount?? It was at this point I discovered that there is next to ZERO customer service. No phone, no email, the only option for you when a company like ASOS has straight up stolen your entire gift card is to chat with people who will readily admit they can do absolutely nothing to help you with your order. Its a call center, but not even because there is no one you can actually speak to whatsoever. Instead they will tell you that they have "escalated" your issue to a department which will be able to explain what happened to you via an email which you won't even be able to respond to. After 3-4 separate chats on separate occasions, days without hearing back from this mysterious and absolutely useless department which essentially investigates itself to find out why it did this kind of thing to you, not ever even one hearing back from a supervisor which I asked to speak to several times; I finally get an email saying that they have unblocked my account and I can go ahead and keep shopping now! No answers as to why this happened, no refund for the express shipping making the arrival date days prior to even getting a response back from customer service, and the best part.. No way to even reposed to the email as it's a no-reply. So now here I am, with less money on the voucher than before and absolutely no interest in ever ordering from or dealing with ASOS again and no way to cancel the charge for the purchase of the gift card because they have now a week plater decided to go ahead and put money back onto the card that I never want to use or see ever again. Half the items I wanted to order originally, now gone. A very very thoughtful and generous gift from a close friend that was completely destroyed by the stress and lack of service caused by ASOS customer and quality care. I reiterate, not ONLY, was I not offered even an explanation, no offer to make up for this ridiculous fiasco, no voucher, but get this; not even all of the money BACK spent in the first place for an order that I have had to move to the cart 15 times, order 3 times, and " chat" with useless help about a number of times. Absolutely no recourse whatsoever. A blocked account for 5 days to not even be able to access the order or history of it. I can't stress enough the ridiculousness of this "company" all I can say is that it's primarily a scam if you let them get away with it and this company should not be in business.”

Posted 1 year ago

“I'm a new Asos customer and was delighted with the great prices of the products. I purchased a Premier membership with a next-day delivery option. On 11-10-2022 I made 5 orders and my account was blocked as suspicious. I can no longer use it and I cannot even return previously received unsuitable garments. I spent a lot of money on Asos goods during the week and was charged accordingly, so I am surprised that instead of giving me, as a valuable customer, an extra discount, this company has punished me by blocking my account. I used my bank (which I have been with for 12 years) payment card. Customer service is useless. I have to spend 40 minutes and they are like robots telling me to be patient and wait. No additional details are given. There is also no specific reason why the account has been blocked; or why my bank account has been debited for goods that I have not received as they have been cancelled... According to the company’s policy, I should receive my items the next day as a Premier member. Asos cannot be trusted. Below is a quote from a conversation with a customer service representative: "ASOS [16:51:02] I checked the details and didn't find any reason listed here for the account blocked. [16:51:52] The account get blocked for many reason, when customer found doing suspicious activity, payment method not used correctly. ASOS [16:52:03] However, non of the issue is mentioned here." This morning, one of the customer representatives texted me that my account has been blocked for account security reasons. Does this mean that customer data is easily accessible to fraudsters?! The service is terrible and the response from the technical team takes forever. Needless to say, this is an infringement of consumer rights. I have never had such a terrible experience before. My account never was blocked by unprofessional staff like at Asos. Extremely disappointed.”

Asos 1 star review on 14th October 2022

Posted 1 year ago

“I ordered shoes for 50€ and never got the order delivered but instead it’s on “ order cannot be fulfilled status. Contacted customer care via chat which is the only option of contact and they wrote I must wait ten working days for my order. It’s been over two months and still no refund. I will not recommend it . They are a scam and the chat is with a bot.”

Posted 1 year ago

“Order number: 732299274 So I shopped on 11/05/2022. They left it near the bins and attached a photo calling it my secure place even though I know nothing about it. I don’t receive the package. I report to Asos who agree that they will refund me. I have been emailing them since and every time a new person responds to the email about a week or two later and says some irrelevant stuff and won’t make a refund. They’ve emailed me a discount code now which I have refused and Kelsey who thinks it’s a good idea to tell me to take it. So a five month wait for a refund and insulting discount code. Basically Asos philosophy is: We’ll mess you about and then offer you a discount code and force you to shop i within seven days so we can make more money from you. The customer services are a bunch of idiots.”

Posted 1 year ago

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Asos is rated 3.1 based on 2,087 reviews