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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FK / Asos Ordernumber: 907310320

Anonymous // 01/01/2019

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

“Horrible company. They never sent me my birthday code and after about 20 mesages back and foth they told me to wait 2 weeks after my birthday to 'wait and see' if they bother to send code or not. This was after promising over a 3 day preiod repeatedly that they would deal with the issue and get me a code. On the day before my birthday they had still not sent me a code despite promisng they would and ignored all my messages until it was too late. They were unfriendly and unappreciative of my repeated custom so I will shop elsewhere in future. Don't count on buying your birthday wardrobe from them because they don't care about your birthday anymore and obviously arent interested in maintaining customer loyalty. I have spent tens of thousands of pounds with them oveer the years but they'll get no more custom from me and I will be warning others to stay away.”

Helpful Report

Posted 7 years ago

“Sent the wrong size TWICE and received awful customer service. I have not received my item in time for Christmas despite ordering at the beginning of December and I am now £90 out of pocket with no correct items orders. Poor customer service, robot-like team on the 'chat now'.”

Helpful Report

Posted 7 years ago

“Consistently failed deliveries and uninterested customer services. Next day delivery not next day, deliveries go to random addresses, and when you complain customer services just pay lip service. I feel patronized, frustrated and disappointed, as a longstanding customer I won't be using them again.”

Helpful Report

Posted 7 years ago

“Asos used to be my go to site for so many different things. Been a loyal customer for going on 10 years and everything was always great, but after the last order I’ll be seriously reconsidering especially after the complete fudge from customer service with excuses. I ordered something, paid, then got the dispatch email the night before and then the delivery details on the morning of the delivery to only then getting a refund email for one of the items as it was “out of stock”!!?? How can an item thats been picked and ordered be out of stock? As i picked my delivery date to be the weekend instead of next day (tuesday) i seriously believe that they just picked it for someone else who ordered after me and left me high and dry to try and find something else for an xmas present for my girlfriend after all of the same items elsewhere are now out of stock because I wasn’t notified in time!!!”

Helpful Report

Posted 7 years ago

“Worse experience ever”

Helpful Report

Posted 7 years ago

“terrible customer service. Say they will call you back and don't bother.”

Helpful Report

Posted 7 years ago

“Great customer disservice! They have messed up my orders sending something I have cancelled and cancelling the actual order for a tech failure. After that they told me they couldn't stop the order because it was already processed (this was a lie since they sent an email 5 days later saying one of the items was unavailable). So they took my payment for an order I didn't want and they didn't block the order from leaving the warehouse in 7 days! Then they told me to send the order I didn't want back to the them and since this was not my fault I could send them a proof a postage to have issued the refund asap. Obviously nothing of this happened. I still didn't get my money back despite sending an order in first instance wasn't supposed to leave the warehouse back with proofs of postage. It's worth to add that in all this process I have been ping ponged from a customer service to the other, staying hours waiting for chats or their calls. also funny, if you have been put in the call queue through the chat and you contact them again through chat to ask why they didn't call you they will automatically kick you out from the call queue and the queue is said to be up to 24h. When I have spoken with them, everyone was saying different things and the girl at the phone was very rude. after they have started ignoring me and they replied to my messages just when posting publicly on FB. So what to say more? I have shopped asos a few times and Variety of items is good but the management of this company is awful, personally I have an order supposed to arrive today not with me and around £100 in their hostage...I would recommend to buy your stuff somewhere else.”

Helpful Report

Posted 7 years ago

“Paid for premier next day delivery but had to wait for 4 days after the order wasn’t delivered as I was not at home even though I specifically chose “leave in a safe place” and even provided a door code, so now have to rearrange collection and get my £300 order nearly a week late!”

Helpful Report

Posted 7 years ago

“Horrible experience. They charged me for stuff I never ordered (December 2017) and refused to do anything about it. I have ordered a few things from asos, and they got my order wrorg. I returned everything but was told they hadn't received everything. The problem was they had sent a replacement which was the dame dodge item I had not ordered. They tried to keep my money for this hideous plastic skirt they even sent it to me twice!! They had no lawful basis to withhold my refund but they have and I am taking this further. They have tired to withhold £130 approx for a skit that cost £28 and also which that I never received in the first place. Got cut off by customer service chat twice and they refused to help me. Very dodgy you have been warned!”

Helpful Report

Posted 7 years ago

“DON'T BUY ANYTHING FROM THESE PEOPLE! I ordered jeans from them and they sent them to the wrong address in the wrong city. Now the jeans are no longer in stock and they refuse to refund me. Such a scam!”

Helpful Report

Posted 7 years ago

“Bad experience with the couriers that they use. Lost return parcels and no help from asos customer service in trying to rectify. Will avoid in future. A shame because the selection of clothes they have a really good - although ASOS branded garments are poorer quality than what you would expect.”

Helpful Report

Posted 7 years ago

“No point using premium service - it is far from Premium. Hermes attempted delivery 3 times apparently, They categorically did not. ASOS told ME to contact them/Hermes MYSELF, which you cannot do! I find it very hard to believe they do not know that, since I have seen many other complaints to this effect. They could not even offer 10% as good will for their absolutely naff service. ALL I was offered was a 'sorry you feel this way'. They don't care about your service, or even offering what they promise. I complained online and their measly attempt to quash my public complaint didn't go un-noticed. They asked me to move to a private chat and then offered nothing further, saying it had already been looked into. Customer Service is non existent. They may have a large catalogue but thankfully most is not their own product. I will be ordering elsewhere from now on. And contacting trading standards to see where I stand in terms of being offered a service that has not been delivered.”

Helpful Report

Posted 7 years ago

“******* Please do not order from ASOS! ******** I was meant to get my delivery Friday I was not in and then got a email to say I had signed for it. Come home to no parcel anywhere checked with neighbours no parcel. Spoke to one person in ASOS who said he will refund me. Connection lost so the next person I spoke to said they have to investigate with dpd this could take 3-5 working days and I would have a response by 10th.. no response so had to chase up again myself to be told they hadn’t had a response from dpd so would take another 3-5 days!! Not happy at all as this is now fraud aswell that someone has signed something in my name.. regardless of what ur investigating I’m still without money and a parcel so for someone who is 8 months pregnant and 6 weeks before Christmas being 107 down is not ideal .. I have told them I will now be taking this so much further as the customer service is disgusting and they are the most unhelpful people ever. Will never ever shop with them again!!!!!”

Helpful Report

Posted 7 years ago

“HORRIBLE!!!! NEVER order from them. their customer service is the worst and they will never send stuff or forget to send it and u have to contact them on your own or they will take your money. worst clothing store ever. would give them 0 stars if i could”

Helpful Report

Posted 8 years ago

“Would not exchange item that was $75, instead gave a $6 refund and offered no other solution after 30 minutes of waiting.”

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Posted 8 years ago

“Delivered to the wrong address. Refuses to redeliver”

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Posted 8 years ago

“So ive ordered a big order, they emailed me in the morning before my delivery that woops we are out of stock of your pants, after i paid for them, so after that i was like whatever i will order new ones, they emailed me again saying they will notify me when they will be near, and will give me a one hour time slot to be ready to collect my delivery so because i havent received that i though ok i will change my delivery adress just down the street to the pharmacy so i could go to work, after literally 10minutes i get an email that they will deliver my parcelvto the pharmacy the next day, why? Turns out the dpd tried, an i cannot stress this enough TRIED to deliver the parcel to the pharmacy but they failed hahaha, so lets figure this out they would of notifed me if they were near with a mesage thats says in the next hour the parcel will be with me, but they didnt, but they were in the pharmacy and deliver the parcel but somehow failed. Yeah i know what a load of bs. Anyway so yeah if you want to spend 200£ get a message that your pants that was suppost to be with a suit are out of stock on the morning of the deliver day and then get your parcel deliver the next day not this day when it was suppostu then suuuuurreee go ahead use asos. Oh yeah almost forgot i contacted the customer service guess what my options are to wait for the parcel or get a refund that will take up to two weeks!! How nice is that hahaha and you know why it will take this long,ill tell you kids sit down, well you see they need to get the clothes from dpd and then they can start my refund, so the jorney from dpd to asos warehouse they said would take about 4 days but somehow they delivered mine in 1 funny huh? So yeah if you want to waste your time and money go ahead. Hope someone sees this because its unbelievable.”

Helpful Report

Posted 8 years ago

“The slowest most arrogant customer service I have ever received. I have been a loyal and frequent shopper at ASOS for many years but I will not be shopping there again.”

Helpful Report

Posted 8 years ago

“I can't believe how rubbish Asos is these days, something has changed with them recently as I have shipped with them for a long time and always do the year delivery pass but I will not be doing that anymore. They have made a mess of numerous orders I have placed this year, one order I placed for a Nars concealer they sent me an empty box!!! They don't know what they are doing and when you email to get sorted they couldn't care less, my days of shopping with Asos are over which is a shame but they are not a good company anymore.”

Helpful Report

Posted 8 years ago

“Service was an complete joke waiting for my parcel for 12 days to find out it going back to be refunded which now I cannot order as its sold out was refused as the store stop taking parcels but asos avertise it did which is a fault of there's to keep advertising it no one has offered me any compensation for the mess around will never shop there again wouldn't even give it one star”

Helpful Report

Posted 8 years ago

Asos is rated 3.0 based on 2,136 reviews