Asos Reviews

Name: Asos
Rating: 3.03

3.0 Rating 2,140 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.0

Based on 2,140 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
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

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

“This post will most likely be taken down as soon as it is posted but I feel like I should forewarn other customers. Before you set any expectations and/or rely on ASOS please read below. On Friday 26th May I purchased two dressed from asos, I also purchased their premier delivery options for all year next day delivery. I needed these dresses to be delivered next day for a wedding on Sunday. I organised this specifically for this reason, it was ordered at around 6pm way before the cut off point. I had email confirmation of the time frame it would be delivered Saturday. I had it set to be delivered at my work as I am a nurse and I was doing a 24 hour shift where I could not leave the premises. At around 9am the next morning I received several texts and emails from asos and their delivery company DPD. These texts/emails stated AS I REQUESTED the delivery date has been changed to Sunday 28th May. I DID NOT request any such thing for the above reasons. I tried to contact to DPD who have a very awful automated phone system, if you do not require any of the options there are pretty much useless. I tried to ring asos exactly 7 times, only once getting through to a employee when the phone was cut off after 40 seconds. I messaged them on facebook but finally got through to someone on their chat service. Already long story short, they informed me that as there was a delay after the order was placed between them and DPD that it would not be delivered Saturday. I told them that was not my problem and I was given confirmation and times, the employee simply said it was due to the fact the delay happened after the emails. Did asos think to notify me there was a delay? No. Instead asos decided to insinuate that it was MY choice to change the date. That is what really infuriates me, and if they knew there was a delay there was plenty of time. There was nothing they could do. The order was a complete waste of my time and money, the wedding for me was also ruined. I emailed the CEO and care team who have simply given me a 10% off my next order to shut me up. Today, I decided to humour them and try and order something else. Once again my 'next day delivery for free all year' is useless as it says the delivery date is Thursday. I see now on their facebook page it says because they are busy - I do not check their facebook or social media sites. It just says under the next day delivery service just says order before midnight, they could change it on the website at least. Although there is still the option of next day delivery evening service - if you pay an extra £7.75 on top of money many people have paid for their premier service. That delivery option says wednesday underneath it, an asos representative online tells me that the delay is for all delivery options today. Meaning if you are stupid enough or really need it tomorrow and pay the additional money, you will only be disappointed but they will just let you know probably on the day. So, in summary do not rely on asos as they will not keep their promises. They will also most likely blame you. P.s do not expect sympathy or much by way of customer service. Good luck.”

Helpful Report

Posted 8 years ago

“ASOS has repeatedly sent me the wrong size for my order then tried to blame it on me. They keep passing me off to different customer service personal who say I ordered the wrong size, despite the fact that my receipt CLEARLY states that I ordered the right size. I even provided screen shots. They are a UK website, so I ordered a UK 32G. They keep sending me US 32Fs. They referred me to their sizing guide, which didn't help their cause because it states "ASOS own brand bikini tops come in UK sizing, please see chart below for conversion to EU and US sizes". Therefore, if I order a 32G, I expect to receive a 32G, no matter where I live. End of story. I tried to refund and re-order as they suggested, but they STILL managed to send me the wrong size. TWICE! Yesterday, I asked to speak to a manager. They said they would have someone call me this morning. Still waiting! Pretty sure they are blowing me off. All I want is to receive my order in the correct size. THAT'S ALL. I don't understand why this has to be so difficult!! If you are looking to receive your order exactly as you ordered it, I would NOT recommend doing business with this company. Update: Only after I started posting public reviews on Facebook did they finally call me. The guy one the phone was super rude and condescending, saying I was wrong because I lived in America. What it came down to is they didn't have the size that was advertised as I had ordered, so they figured they'd just send me a smaller size instead. Nope!”

Helpful Report

Posted 8 years ago

“Received wrong sizes for EVERY item. Informed the company and was not offered any help.”

Helpful Report

Posted 8 years ago

“Your fake reviews by your employees are not fooling anyone. And even with that to only get 2.5 stars. ... wow i have no words.”

Helpful Report

Posted 8 years ago

“Terrible Customer Service I received the wrong size (UK size 8 and got a UK size 12) and they somehow told me that actually on the website it's US size 8 which is a UK size 12. What a liar --> so they only have supersize swimsuits for sale? How hard is it to understand I want their swimsuit that says "8" on it? Feel better now that apparently this is the average experience. I'm never doing business with ASOS again, and if they don't give me an item or money back, I'm going to labor relations on them.”

Helpful Report

Posted 8 years ago

“This company is horrible. Horrible service horrible workers horrible everything. My package is shipped via UPS and it got lost. I didn't blame them just want them to start an inquiry with UPS. They refused because I have not checked with the post office? What the hell the post office has nothing to do with this. Should I also check with Fedex and DHL? Idiots with terrible service and very rude”

Helpful Report

Posted 8 years ago

“If I could give zero stars I would. I can't believe that they believe they word if a crooked courier driver over a loyal customer. They courier (DPD) lied about me signing for a parcel and ASOS have simply taken their word for it. Order at your peril”

Helpful Report

Posted 8 years ago

“Im very disappointed with what i have recieved. I bought face mask set and i see it was already open and ripped. Is this how asos company works I paid money and I get a shit used face mask. And i need to give it as a present. Well thanks to asos i feel embarrassed now to give the face mask. Ruined my day.”

Helpful Report

Posted 8 years ago

“If I could give it less (a lot less) I would After having ordered a jacket to my sons in Australia I was informed the EXPRESS delivery would be 8 days!! I contacted them via chat to cancel jacket and was informed they cannot do this..... Meanwhile... she advises me that I could order another one and have it by next evening! Ok so I order second jacket-- I'm in Australia!!! Does it arrive ? No it's going to my home address in the uk.i have just come off the chat and been told there's nothing we can do. I could not make her understand I could not have ordered it on uk time as we are a day ahead! It just does not work for me!!! They have over $400 of my money tied up and I still don't have a jacket for the weekend..... that will arrive here next week!! Service is appalling and I would never suggest to anyone to buy from them WHERE HAS THE OLD ASOS GONE ???”

Helpful Report

Posted 8 years ago

“The worst company I have ever dealt with for customer service . If I could rate below 1 star I would My order - which was a Birthday present for my daughter was lost . When I spoke to DPD the courier company they required me to speak to ASOS as they needed additional information to instigate a missing parcel search . I called ASOS on the number they gave me . The parcel failed to arrive in time for the Birthday and subsequently arrived a week late . I then found that I had been charged £18.32 for the phone call to ASOS on a ridiculously priced premium number which they refuse to refund as "we don't speak to customers " If anyone has tried using their online customer service - or rather customer blocking service they will This is a company which fails miserably to put the customer/ wage payer at the heart of its business. I strongly recommend avoiding this shoddy company at all costs - spend elsewhere”

Helpful Report

Posted 8 years ago

“First experience with ASOS-received delivery text, waited for delivery which never turned up. Contacted cs and was told the driver didn't have access to the building. The flats have a main door at which one needs to buzz the customer which the driver never did. Then updated their system to say failed attempt. Contacted cs who were absolutely despicable and abrupt and no one seems to care about the service they provide. Never using ASOS again.”

Helpful Report

Posted 8 years ago

“asos.com has HORRIBLE Customer Service! Frustrated having watched my wife navigate what has turned into a reficulous ordeal. Owning a business where customer service counts, and after now reading COUNTLESS reviews stating similar frustrated customer experiences, I don't understand how they are still in business. Hopefully these reviews catch your eye before spending your money with ASOS. Word to the wise, DON'T!!! They are BRUTAL!”

Helpful Report

Posted 8 years ago

“I placed on order with this company on 3/2/17. At the time the had a discount with unidays offering 20% off instead of the usual 10%. I place my order and the discount somehow did not calculate properly so I contact their customer service immediately through chat. I was told it wasn't a problem and I would be refunded 16.90. I was fine with that. About an hour goes by I get an email stating the refund was processed and I would see it in 5-10 days. Time goes by about a week I contact customer service again stating I have yet to receive the refund I am then told oh we don't offer refunds you received the correct discount. I then showed proof of the original conversation and the email stating I was entitled to 16.90. And this was done after dealing with several reps because every time I would respond a different rep seemed to get my emails that alone made me angry. So one of the reps tells me my refund was sent to my credit card manually. So a red flag goes up I paid with PayPal how can you bypass PayPal and refund it to my card I did not have one on file with them! I asked the rep that very question and was told it can be done and to wait the full 10 days. So on 3/15/17 I contacted customer service again because I still have no refund and once again I have to deal with several reps before getting a concrete answer. I am then told by one of the rudest reps there it hasn't been 10 days only 9. Now I know I can count and I insist it has been sinnce this started in 3/1. He in turn says they are counting from 3/2 and the 10th day is 3/16. He also requested I send my bank statement me for that time period to show I did not get the refund which I thought was odd but I complied. Once I sent proof I was then emailed again oh you have to wait til after 3/16 and if it still isn't there to contact them again. At this point I'm pissed all this over 16.90 but I was determined to follow this through it has now become about the principle. I then open a transaction error cause with PayPal explaining what's going on just seeking further assistance in this matter. So I go ahead and wait til 3/17/17 and contact asos customer service again. Before doing so I attempted to log into my account and I get an error message you account has been blocked of course I am now confused. Why would I account be blocked??? I contact customer service through chat and the rep tells me I see it's blocked but I have to have another rep contact you. I asked well can you at least tell my why the account it blocked? The rep says no. I then contact customer service through email on the same email thread I had been using asking about the refund and the account block. I get and email back stating they are looking into it and that I dont need to send anymore emails. So fast forward to today 3/19/17. I get an email saying the account was closed because I opened the case with PayPal stating fraud and PayPal determined it was fraud and the company took a financial loss because of this. Any orders I place in the future will automatically be canceled with no notice, WTF??? Now I'm livid I check PayPal and the have not determined fraud and have not made a final decision. I was not given a refund for the 16.90 and instead of asos figuring out what was going on they just decided to block me from future purchase. I have never been so disgusted with a company in my life. All this over 16.90. So recap I still don't have the refund, my asos account is blocked and I am no long allowed to make purchases. Horrific, terrible and most unprofessional company every I would recommend no one ever shop with them again if they can be this petty over 16.90 imagine what they would do over a higher dollar amount.”

Helpful Report

Posted 8 years ago

“ASOS is great if everything is going ok. However, if something goes wrong then prepare to fall into a deep pit of the darkest despair. They can only be contacted by email, Facebook or live chat. The only people that can deal with complaints are the call handlers meaning that they just tell you what they can't do, there's no way of getting anything but the most basic problems resolved and worse of all, no one takes ownership of a query. I've spoken to countless people over several weeks, none of whom read the whole thread before responding and meaning that someone will ask a question, you reply instantly, then need to wait another 48hours (at least) for SOMEONE ELSE to pick it up and ask something totally unrelated as they have not bothered seeing what went before. Their Facebook page is full of people complaining as it's the only way to get a response and it sounds like a lot of them have it a lot worse than me, but I can assure you it will be the last time I ever use the site.”

Helpful Report

Posted 9 years ago

“This company ripped me off! I bought a pair of boots for about £220 which arrived damaged. They had to be returned and I was refunded and given a voucher off my next purchase! I then purchased again using the voucher but was charged delivery which was supposed to be free as I was spending over £100. I called customer service and the adviser agreed I should be refunded the delivery cost, but I was told the manager would not allow this too happen. So my voucher ended up covering my delivery cost which was supposed to be free. I was clearly ripped off and this company is not too be trusted!”

Helpful Report

Posted 9 years ago

“Ordered a new baseball cap. .it arrived looking like it has already been worn. .. with not tag and a dirty mark on the band ..emailed and messaged on facebook and still no reply..I'm shocked also to all the thousand of other bad customer reviews .I wish I'd have seen this before I spent my money there ..never again”

Helpful Report

Posted 9 years ago

“Ordered a pair of ghd straighteners , arrived on time no issues there , except they sent me the wrong colour! Completely different , the pair I purchased was £165 the pair I received cost only £130 then when I tried to re-purchase the correct pair they was sold out ! Clearly they have muppets working in the warehouse they can't pick the correct stock ! Will never use asos again”

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Posted 9 years ago

“Delivery is late”

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Posted 9 years ago

“Worst customer service experience EVER. Clothes are decent not the best quality but since I ordered maternity clothes I wasn't expecting Neiman Marcus or Nordstrom quality. However, their agents are something else. Vile and unprofessional. I have a hard time believing this company is based in UK, more like a fraud scheme being run out of Asia somewhere. What retailer asks for copies of passports and dates of birth??? Will NEVER recommend them to anyone.”

Helpful Report

Posted 10 years ago

“ASOS - IS A FRAUDULENT SITE! Over a month ago I bought two watches on this website. One for my father, the second - for yourself. But I got nothing. NOTHING. When I wrote about this in the customer service, they promised to send me a replacement. But it turned out that this watch is out of stock and Asos decided not to return money. They just blocked my account. I was left without a watches and no my money. Today I appeal to the Internet Crime Complaint Center (FBI) with a complaint about fraud Asos site. People! DO NOT BUY on this site, if you do not want to lose your money!!! There are many reliable sites, with lower prices and good customer support.”

Helpful Report

Posted 10 years ago

Asos is rated 3.0 based on 2,140 reviews