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

“ZERO STARS. DO NOT USE ASOS. VERY BAD CUSTOMER SERVICE. It was my first time using ASOS on 28 Aug 2020. ASOS thought my order was fradulant and automatically cancelled all my orders without clarifying with me. Before i can log into my account to reach out to ASOS Helpline, ASOS blocked my account on 28 Sept 2020. I emailed ASOS to enable my access to my account, and could only access my account on 8 Sept 2020 (this process took more than 1 week). ASOS also reassured me that all the orders which was cancelled by them will not be charged to my credit card. However, 1 of my orders amounting to USD3,300 was billed to my credit card on 1 September 2020. I contacted ASOS about this discrepancy and they asked me to contact SkyNet directly on the delivery status & insisted that I rejected the delivery on 8 September 2020. How can i reject the order when i could not even log-in until this date? I have no idea SkyNet is their corier and did not know how to contact SkyNet. Just a first time customer, hoping to receive her parcel but all these cam crashing down. Instead of helping me resolve this problem (which was created by them), ASOS asked me to contact SkyNet directly to check if the parcel was refunded to ASOS. What in the world. This problem would not even occur if ASOS did not cancel my order without my approval, and seek my clarification instead. They asked me to settle the problem created by them, and refused to refund my monies. On 7 September 2020, they promised that no amounts will be billed to my credit card as ASOS cancelled the order, but they lied. It is 30 Sept 2020 now and i have not received my refund or any status update on the parcel return. DO NOT EVER USE ASOS. WORSE CUSTOMER SERVICE. ZALORA IS MUCH BETTER WITH BETTER SERVICE.”

Helpful Report

Posted 4 years ago

“After about 20 emails back and forth for a refund I have still not received it. I am so tired of responding to the same question to confirm my order details and my name that it is obvious that I’m not getting my refund. No phone number to call to speak about the issue that was a mistake on their behalf. They used to be great but recently the quality of the goods is poor if ASOS own and as I said I have still not received my refund .”

Helpful Report

Posted 4 years ago

“I have had non stop issues on my account all I want to do is redeem a voucher that was bought for me as a gift and that seems to be the hardest thing in the world for this business. So far I have completed one order, which got cancelled in error using a gift voucher. I was advised no monies were taken and to reorder, however my gift voucher had yet to be refunded. After 24 hours I emailed again, to be told, this will be done in the next 24 hours.. same again the following day.. this went on for 1 week. Using email and also facebook messenger I was emailing non stop so I could replace my order. The order was originally completed on the 23rd of August. When this finally got resolved on the 12th of September all of my products I originally wanted to purchase were out of stock. I begrudging completed a second order to use the voucher the same day I received another voucher, order, I received an email advising this was shipped and due to be received on the 13th of august.. safe to safe its now the 17th of August and I haven’t got anything. I contacted ASOS again yesterday through facebook messenger – only to be told, the product cannot be found anywhere we will offer you a refund… great so will I now have to wait 4 weeks to get the voucher back and go through the same process as before – lets see..”

Helpful Report

Posted 5 years ago

“Customer service is a joke this was my first order and will definitely be my last. Waiting for my order since the 05/09/20 and still no one knows where it is! Today I’ve been told no managers work on a Wednesday? And would take another 96hrs before anyone could contact me back which will never happen!! As NO one has ever contacted me regarding my complaint.”

Helpful Report

Posted 5 years ago

“I just had a similar experience to some of the people here. I spent over £250, the package never arrived, although Hermes (the delivery company) claimed it was signed for by me! ASOS then close my account, don't refund me and continue to ignore my emails. I've been shopping with them for 12 years and can't believe how badly I've been treated by them. I'm now having to make a claim via my bank... it seems like they're tactic is to push blame and get the banks to fork out for their mistakes while putting their customers through lots of stress and wasting everyones time in the process.”

Helpful Report

Posted 5 years ago

“I ordered a bunch of stock the other day, they made a mistake with a the size of one item, when I spoke with their customer service, they ask me to ahip them back for a refund, the problem is that i have to pay 23$ for the shipping and the pants cost me about that prize so this basically means that I wont see my money back. When i told this to their customer representative, they weren’t able to give me any viable solutions. I should not have to pay for their mistake.”

Helpful Report

Posted 5 years ago

“Over the years I’ve spent a lot of money in ASOS however you daren’t send anything back as they now block your account! Online shopping is never easy as sizes vary so much. I use to love ASOS but I just think it’s a cheap, trashy outlet with zero customer loyalty.”

Helpful Report

Posted 5 years ago

“I will say Asos is a decent company but when it comes to refunds and returns its absolutely rubbish. Its been over a month since i sent my return and they have recieved it because hermes shows delivered and i still havent got my refund. Also with the Jewellery just know your getting what your paying for, wouldnt recommend the cheap jewellery as the colour comes off after a couple days and stains your skin green. Just be careful. If you have to order just make sure to look at reviews and make sure your getting the size you want.”

Helpful Report

Posted 5 years ago

“My partner and I rarely buy much, but we treated ourselves as he has been very ill and I have recently gone through cancer treatment. However, the stress of using ASOS has been horrendous. ASOS cancelled my account the evening of my order and said the order was cancelled. However, they then took over £350 out of my bank account, but only some of the goods arrived. They are now implying I'm a thief and so will not refund on items that did not turn up and I cannot sort the return of unwanted items as they cancelled my account! Don't use this company-they are scammers.”

Helpful Report

Posted 5 years ago

“On 31st August 2020 I ordered 14 items from Asos. Almost straight away, Asos sent me an email telling me that my account was blocked as activity on my account looked suspicious. I did not understand what activity this could be, besides having spent hundreds of pounds on a first order (previously my daughter’s partner had ordered for us on his account). On the 4th September, I was surprised that Yodel delivered my Asos order, but only 11 out of the 14 items were delivered and the bag was done up with brown tape. Asos had taken £331.85 from my bank account, even though £52.37 worth of goods were missing. Not only that, we decided to only keep £116.16 worth of goods. However, by Asos having blocked my account, I could not return any goods without their help. I wrote to Asos and this was their reply: ‘After an assessment of your account, we've made the decision to not issue a refund for your items.’ Therefore, I have lost £215.69 down to the action of this scam store. I have used many stores over decades of ordering and not had this happen to me and so I would suggest that if you want to avoid this upset, stress and money loss, you shop at other stores. If anyone can tell me how to proceed with this, I’d be truly grateful.”

Helpful Report

Posted 5 years ago

“Their customer service becomes sucks from last year. I have shopped with ASOS for 8 years already and always get good care before. Today I am disappointed again and also my third time. So I will shop with other company later.”

Helpful Report

Posted 5 years ago

“I wasn’t even want to give them one star, it was my first experience and I was excited to receive the product I ordered honestly I couldn’t even wait to receive my clothes. I ordered for next day delivery and waited one month and end up with a refund! How cruel is that. so it is my first and last order with ASOS”

Helpful Report

Posted 5 years ago

“Bad customer service who deliberately try to waste your time by confirming your Account name even though it's linked to your Facebook which you are talking with them through. Also my package still hasn't arrived, estimate said it would take 12 days but the package still hasn't left their country. I have a screenshot from their carrier which proofs it.”

Helpful Report

Posted 5 years ago

“I have a full conversation transcript with one of the advisors regarding my next day delivery - reference number ASOS:29909272 Due to the couriers incompetence I have been denied the service I am paying for (Premier delivery) as the long term customer of Asos. Feel free to review the orders from the past. I have a proof courier was never near my door. Unfortunately, case was neglected by the customer care representative from Asos. When I asked three times for the contact details to the supervisor, I was given plenty of rubbish, instead of the vital answer. I was also promised a call back by the end of yesterday, which was also ignored. Your company is lying to people, denying the service people are paying for. Furthermore, you are ignoring the customers complaints whenever he or she are directing to you, passing plenty of meaningless phrases. This is disgraceful practise and I shall guide that review further, with all the necessary attachments, hopefully it will reach your executive officers. Right now, I am without the item I have paid for (which I was explained, can take up to three different delivery attempts, on the NEXT DAY DELIVERY, joke). I am expecting to be conpensated for the way your customer care is treating people, lying to their faces, and giving false promises, such as a call back. Regards, Tomasz”

Helpful Report

Posted 5 years ago

“Ordered 2 items in July 2020 and still haven't received my items in over a month and a half. Tried emailing the company but they never responded to my emails, and they also don't have a customer service phone number. Have to send in a dispute with my bank in order to get a refund”

Helpful Report

Posted 5 years ago

“Completely dissatisfied. They choose the shipping method FOR you, regardless if you've chosen the Standard or Express delivery, if you ask to change the shipping carrier on the order they say it's not possible. Massive fees apply when orders are received with THEIR CHOSEN shipping carriers.”

Helpful Report

Posted 5 years ago

“EVERYTHING. I ORDERED a top and cap in May and yet to receive it. They said “ issue with delivery “ load of bulls**t . No one responds to emails. No one to phone. Sick of it tomorrow I am phoning head office and contacting their CEO. I understand covid19 has effected everything ...but I’ve worked all through this pandemic... so ASOS has no excuse !”

Helpful Report

Posted 5 years ago

“Payed for a voucher to be emailed to my colleague for his birthday. This has been going on since Monday! I made 3 calls and nothing back!!!!”

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Posted 5 years ago

“got the wrong boots and now i cant get the ones i wanted they are out of stock”

Helpful Report

Posted 5 years ago

“AVOID AT ALL COSTS SCAM. Company have my item and my money and are ignoring all my messages for months now. Worst customer service I have ever experienced in my life.”

Helpful Report

Posted 5 years ago

Asos is rated 3.0 based on 2,131 reviews