Asos Reviews

Name: Asos
Rating: 3.04

3.0 Rating 2,136 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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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

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

“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"”

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years ago

“Delivered my item to the wrong address so I got in touch with customer services. They said I would hear back within 48h but a week later and still nothing. Contacted them again and asked them to resend my item but they told me it was out of stock and issued a refund. Looked online to see it was clearly available so contacted them again to be faced with a stroppy response about how stock levels change. Finally said they would give me a discount code to purchase it again. TERRIBLE customer service, will not order from them again.”

Helpful Report

Posted 3 years ago

“Terrible company practices Recently had a few items not turn up in clearly resealed bag, reported to CS they are all fine and will refund etc. Then two days later get an email stating they have banned my account and will not refund the money for the stolen items during delivery. No reasoning! how they treat a customer of over 10 years, never had issues before. Just hope you don't have an item lost or stolen during delivery. They will banned you for life and not refund you for reporting to them.”

Helpful Report

Posted 3 years ago

“I'm a frequent online shopper, It was first time I tried ASOS and shipping to UAE. They delivered wrong order and the order received was off lesser price with wrong trouser design. It seems to be a scam as I just lost shipping charges which is about 70% of the order value. Perhaps the company is just collecting shipping charges and making money by delivering wrong orders. Very displeased and lost fate in UK apparel companies now. Never again.”

Helpful Report

Posted 3 years ago

“Pricey, high margin products. Hence they can offer all those 'sales'. Also, as a warehouse employer, an awful place to work at.”

Helpful Report

Posted 3 years ago

“The worst customer service ever (email and live chat). I remember the old times when ASOS was good... it's a shame.”

Helpful Report

Posted 3 years ago

“This is the worst company I’ve dealt with in a while. They are expensive, they have poor tracking, you’ll be charged huge import fees, and you have to pay over $20 to return any one item. Their customer service is even worse. They are rude, condescending, and they will not help in any way. They also lied and said an order could not be put in two bags as opposed to one. I don’t know about other companies, but the one I worked for didn’t have every size shipping bag. If we couldn’t fit a whole order in one, we had to put the rest in another. I’m pretty sure physics would agree, but not asos.”

Helpful Report

Posted 3 years ago

“The site states that delivery is free over $70 of purchases but it’s not true. I was charged $15.00 at pickup. And one pair of shoes was made out of fabric when it appeared to be leather on the site. When I tried to return it, I was told that it would cost another $22.00. Impossible to reach a customer service agent.”

Helpful Report

Posted 3 years ago

“This company has TERRIBLE customer service. The clothing they sell is mediocre at best. Returns are extremely difficult. They say returns are free in the US, but do not specify that you MUST return through UPS. I'm a US military member stationed at a US base overseas. The items I purchased took 2 whole months to arrive, then they had the audacity to make me jump through hoops for a return label, only to be told I'd have to pay for the return since I don't have access to a UPS. I'm sure this large company gets even richer by this sleazy business scheme. I will never purchase from this retailer again.”

Helpful Report

Posted 3 years ago

“Delivery! They keep sending emails saying delivery attempted but no one there to receive it. Absolute lies - there’s always someone there to receive it. Unable to contact a person. Online chat assured you it will be delivered but no delivery”

Helpful Report

Posted 3 years ago

“This company takes your money, uses Evri for deliveries (who everyone knows are the most unreliable delivery company in the UK) then simply don’t deliver. They had my money for 12 days then said they’ll refund, which takes up to 14 days. That means they’ve had my money for 26 days! And I don’t have the things I ordered which were for a birthday present. So major disappointment. They show items in stock, take your money, then say they’re not in stock. ASOS have NO complaints procedure! You just go round in circles from chat to chat with customer care. They can’t be reached by email or phone. Terrible customer service. Please avoid and shop elsewhere if you possibly can. Don’t ever rely on getting your order if you do take the risk!”

Helpful Report

Posted 3 years ago

“Delivery took much longer than what was quoted and I had to pay $90.00 in fees to the post office to receive my package. ASOS must have been aware as they have been in business for some time. I am afraid to send back and request a different size for one of the items as I am not sure what type of 'hidden' costs may come my way. One of my daughters is waiting for a package as well so we are concerned with what her additional charge will be. My daughter who lives in the States did not receive a 'surprise' tariff charge, but after talking to my girls, all 3 of us are dropping our accounts and I have warned the women that I have recently shared the site with to not bother with the site.”

Helpful Report

Posted 3 years ago

“Never received my order! I placed an order that was “delivered” a week ago, but I never received it. I requested a replacement TWICE and have not heard anything back!! Customer service is HORRIBLE!! No refund, no replacement. I’ll never shop here again!”

Helpful Report

Posted 3 years ago

“Very inconsiderate customer service! Spend over an hour explaining that I need a refund for a wrong item that arrived in wrong style and they said u need a barcode that arrives on a shipping package I don't have ! Very obsolete type of service and would never order from them again”

Helpful Report

Posted 3 years ago

“I was sent a late shipping notice, which according to US FTC law means that I can reject the late shipping and get a full refund if I contact the company and tell them I'm rejecting the late shipment. If they choose to still send it, then I am still entitled to a refund without having to return the item, as the item is considered a free gift at that time. So in this case, the same day that I received the late shipping notice (much sooner than the allowable time frame I have as the purchaser), I contacted ASOS customer service and told them that I dd not consent to the late shipment, and so they needed to refund me. They said it was too late for them to cancel the order, which was odd since the email I received was literally about how they couldn't ship it yet, so I don't see why they couldn't/wouldn't just cancel it, but that's their prerogative (following the law and refunding me regardless is not, of course). I explained to them that either way they had to refund me and even if I eventually got the items, I wouldn't have to return them for the refund based on ftc law, so I encouraged them to just cancel it. The customer service person acknowledged the US FTC law and clearly stated that I would get a full refund, and that I would not have to return the items for the refund (see the other documents I uploaded for the transcript: “me: since it's coming later than originally promised, which is why i got the notice, i have the right to refuse the new shipping date and get a full refund ASOS [05:09:27] Yes that is correct. me [05:09:42] this is the ftc law ASOS [05:09:45] Yes. You will still be refunded for this don't worry. ... me [05:11:28] .. since i haven't accepted the later shipment time, i don't need to return it for a refund. [05:11:45] so it would probably be best for you to just cancel it now before it's sent out. [05:12:24] since i don't have to return it but i am entitled to a full refund, since asos sent me a revised ship time, and i'm letting you know now i don't consent to it. ASOS [05:12:35] Yes you will not return it.”). He said he couldn't process the refund yet, but (for some reason) once I gave them the shipping info (which obviously I hadn't received yet since they were shipping it out late -hence this whole thing), they would process the refund without return. When I did find the shipping info, I contacted customer service again, but they broke their agreement and FTC law and refused to refund the order without a return. As you can see, the first customer service rep clearly promised a refund without return (as per FTC law), but then when I took the extra steps (which I probably didn't even need to do) that asos (bizarrely) claimed they 'needed' to process my legally entitled refund, they broke their promise/agreement with me and the law and refused to process my refund.”

Helpful Report

Posted 3 years ago

“Purchased a Napapijri duffle bag for a small fortune. 18 months later the material that hold the carry straps have frayed and I am no longer able to use the bag! Poor quality item, never again!!!!! Buyer beware!”

Helpful Report

Posted 3 years ago

Asos is rated 3.0 based on 2,136 reviews