Asos Reviews

Name: Asos
Rating: 3.04

3.0 Rating 2,130 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.0

Based on 2,130 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

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

“If there is a 0 star I would put that. Ordered a few dresses for a wedding on May 29 and they send wrong items and returned the products 0n June 23 and when I contacted cc they sent a voucher of 143.64 euro and since then am contacting the cc almost every day regarding the refund, and each time I have explain them what happened right from the start, takes minimum of 2 hours chat. Every time they say return is on its way and now its 4 months and no sign. Two weeks ago a cc agent gave me different order number and a date and said oh your refund is successfully how could it be a successful refund when Its not my order and when they sent it to someone else. Then she took my PayPal details and said once they receive it I will get my refund, and no sign yet, to be honest, she was a very good cc agent had good patience to go back and find what happened ( all others were like, oh your refund is on its way) . If I try to chat with the cc team, they just end the conversation without any explanation, its not once or twice its happening recurrently The worst cc I have ever experienced!!!!”

Asos 1 star review on 4th September 2021

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Posted 3 years ago

“If there is less than one star i will put I ordered my order in 7 august they out for me deliver Date 30tg august usually when i order I received my items earlier so i book my toket 1 september to go home the order was 1400 aed gifts for my family i keep following my order in 20th august I received mail from APG that i meed to pay customto get my oreder i paid 29 pounds and my order status stay the same i called APG SERVAL TIME. They said the have problem to scan my order o try to cantct ASOS they said you need to follow with im buying from asos so they should be the one finding solutions for till today my order still inUK and no one helping to find out whats the issue really really dispointed I don’t advixe to buy from them cause after you pay your oreder it’s only your problem!”

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Posted 3 years ago

“Worst 'customer care' team ever with scripted responses. Cannot seem to get my refund processed and it's been over 28 days. Have spent thousands with them over a period of nine years, but clearly they don't value their customers at all. Will never shop with them again.”

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Posted 3 years ago

“The customer service is so bad. I was ignored on the chat system and told to wait 48 hours from their 'specialist team' Alvin, the person I spoke to was rude and unhelpful and the second time i opened the chat to speak to someone else he opened it again and closed it immediately. All it did was make me angry and want to avoid them completely.”

Helpful Report

Posted 3 years ago

“I ordered clothes and had my correct address in PayPal but instead of using my provided PayPal address their system pulled my old address from the app. I contacted them as my item had not been packed or shipped (I checked and they even confirmed that via email) and they said they won’t change my address before they send it or cancel my order for me to do a new one with the correct address, but that I should go and get the parcel from the stranger that lives at my old address DURING SYDNEYS LOCKDOWN where you can only go 5km from home OR that if this complete stranger decides to return it for me, then they will refund me. They haven’t even started processing my order, if they reply on this comment and say they have that is a LIE. Beyond frustrated at being so ripped off. Any other company would update the address and send it with no issues.”

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Posted 3 years ago

“This is about the worst company to deal with. They sent the wrong item & refused to refund the postage. Avoid this company. They are almost impossible to contact and have terrible customer service.”

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Posted 3 years ago

“Worst shopping experience ever, they have been hacked and will do nothing about it. I placed an order with three items and checked out through PayPal. At the time of checkout, all info was correct. I did not review the email but tracked the package and on the 13th it was marked as "delivered" I contacted ASOS TERRIBLE CUSTOMER SERVICE and they told is not their fault I entered the wrong address, nothing they could do 1. I entered the right address they have a hacked API that changed the address to something else 2. the WRONG address was not a typo (I can see how that can happen) it was a whole different address in the same city. with an apartment number and all. I don't live in an apartment I can accidentally type APT 1 nor I this address as a saved address to auto-fill 3. I droved out to the place and the apartment complex is fenced I could not get in but the unit was empty, had a rental sign on it. It also had a bunch of packages at the door from all different online stores, there was an ASOS package too, could have been mine Someone is running a pretty good scam out of that location and ASOS won't hear about it 4. ASOS insists it was my mistake despite me clearly explaining I didn't type the wrong address I am $100 out of pocket, no clothes, and no help from ASOS. Someone has hacked their APIs and they refuse to even look at the issue. Shameful, will never buy from this site again. DOUBLE check the shipping info AFTER you place the order, learn from my mistake it can be changed and no one will help you”

Helpful Report

Posted 3 years ago

“I made my first order with ASOS buying some UK 9.5 van trainers. Upon receipt, I noticed they had sent me UK 8.5. Their returns procedure actually entails you sending them back and making the purchase again whilst waiting 10 days for your money back (after they've received them). I obliged and sent them back and made the order again for some UK 9.5 and you guessed it, a week later I received my second pair of UK 8.5! Their miserable customer service team did nothing to put this right other than to encourage me to order a 3rd pair. So two trips to the postage office, I await my two £68 refunds.”

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Posted 3 years ago

“package came late”

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Posted 3 years ago

“You guys cancelled my order out of nowhere and sent an email that I cancelled it, fair play. I had to contact you, and you guys said that I didn't cancel it it was due to some tech issues but you can't do anything. With a company this big how can this happen? And sending a letter that I cancelled it? Pure BS never ordering from you again. Alhough I have to say that Theresa was very nice and straight up helped me find out what happened here so a big THANK YOU to THERESA.”

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Posted 3 years ago

“ASOS sent me shoes that were clearly worn and then refused to provide the refund for them claiming it was me who wore them. "Contact us" function is taking me in loops on their website, so i have no way of contacting them, and they just robbed me of $50. SHAME ON YOU ASOS!!!”

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Posted 3 years ago

“Review of ASOS No customer care / they dont care I have a Premier Account, so can receive orders in a day or two. I chose a no rush delivery as was happy to wait an extra day or two. Two weeks later, not received, due on 6th August.(Will I get it!!!!) I ordered on 19th July. Eventually got to chat with Jazzmain and she was completely unhelpful. Just gave me scripted response. Never addressed my complaint . Scripted responses. Wholly unacceptable. Moral of the story. Asos customer care appalling. Never choose no rush (cannot see a breakdown of what this actually means on the website), do not be considerate it will backfire bigtime!!!”

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Posted 3 years ago

“Bad quality clothing and terrible customer service, you have to chase them if you want a refund, I used to buy all the time from asos but never again”

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Posted 3 years ago

“This is such a fraudulent company. BUYER BEWARE. They are saying item is delivered with no proof of delivery. I have waited in all day for this delivery and also paid for it to be delivered this day as it is for an event. They have said theyre raised a query meanwhile I'm out of pocket with no item and now have to go to the shops and find an alternative replaceement whikst they hold my money for non delivery. I WILL NEVER BUY FROM THIS COMOANY AGAIN EVER! I have luckily paid through paypal and have escalated a claim through them something which by the way Asos I shouldn't have to do after a 30 minute online chat resulting in absolutely nothing. Seriously never dealt with such a bad clothing company.”

Helpful Report

Posted 3 years ago

“Bought a dress and sunglasses. It shipped 7/8 and didn't receive it by 7/13 like I was supposed to. I contacted Asos they said they would contact Fed Ex and to contact Asos 7/22. On 7/23 I contacted Asos on 7/23 when I still didn't get package and I tried to chat with them. They terminated the chat. I tried to chat with them again and it said "CHAT IS CURRENTLY UNAVAILABLE!" What? How is that a thing? I can't contact Customer Service. I'm currently disputing the charge. Don't shop here. I'm only out 60 bucks, but what a time suck.”

Helpful Report

Posted 4 years ago

“I placed an order on July 1st, paid for premium next day shipping, and received a message that my order would arrive July 2nd. On July 2nd, I contacted ASOS before my order shipped and said “Cancel my order.” The order hadn’t shipped. I was told someone would follow up. No one followed up. My order came July 7th!!! Five days after the shipping I paid extra to receive. This is a scam! They just want your money.”

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Posted 4 years ago

“Buys one days delivery. 4 days later still waiting for it”

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Posted 4 years ago

“Brutal customer service”

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Posted 4 years ago

“ASOS sent me someone else's order (and a day late at that having paid for next day delivery). Nearly a month later I am still waiting for a refund, and do not have the items I ordered. The worst thing is that they have not apologised, have not been proactive and have left me to chase them every step of the way. The most shocking thing was this didn't seem to suprise them and it seemed like this was a regular occurrence now. After years of using them I will be shopping elsewhere in future. This is not a shopping experience worth repeating again. I was left with the impression the customer didn't matter to them.”

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Posted 4 years ago

“Constantly refuse to honour premier delivery . Customer service staff should be sacked”

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Posted 4 years ago

Asos is rated 3.0 based on 2,130 reviews