Asos Reviews

Name: Asos
Rating: 3.03

3.0 Rating 2,147 Reviews

51 %

of reviewers recommend Asos

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3.0

Based on 2,147 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Live Chat

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Email:

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

“Very bad experience. Made an order 305769340 on 2nd January 2018. Yet to receive it and they are not offering to help. Telling me to sort it out myself. This will definitely be the last time I will be using them. They don't even deserve a 1 rating.”

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Posted 8 years ago

“Sent wrong size tracksuit for which I had to wait one week to get and then two weeks for refund.”

Helpful Report

Posted 8 years ago

“TERRIBLE customer service... in their mind, service = online-only chat where they repeat canned responses about how they cant help you until you give up. asked for a phone number (they don't have one) or for them to call me and they said it could take up to 11 DAYS! worst ever.”

Helpful Report

Posted 8 years ago

“I am really really angry with ASOS. I feel cheated and robbed of my money. I made a order with them two weeks ago for next day delivery. The parcel was supposed to be delivered on a Wednesday. I went to the doctors in the morning and got back at around 12pm. I saw a message on my phone that my parcel had been delivered. There were no note to say that it was left at a neighbours house. I called ASOS to ask why I received a email saying that my order was delivered to me and they contacted DPD. When asos came back on the phone they say my parcel was delivered and signed for by Thomas. I was really confused because I had just stepped into my house and the fact that they were telling me it had been signed for using my sir name. First of all I always sign my first initial with my sir name in joint up writing, so I would really like to see who has committed fraud using my name. I informed asos that I did not receive any package, so they said that the driver will pick up the parcel fro where he delivered it and deliver to me by the end of the day. By Friday I still hadn't heard anything and I had to contact asos in regards to my order. when I tried to contact dpd myself, I had to enter my reference number and an automated voice disclosed that my parcel was delivered at 11.15am that morning. It has been an on going thing now and each time I speak to asos they keep telling me that DPD has to investigate and interview their driver, but I don't understand how it can take them two weeks to get this done, when it should of been done on the first day when my parcel was not delivered. I customer care that I have received from asos so far has been really careless. There has been no empathy for the fact that my money has been taken for an order that I have not received. One adviser had the audacity to tell me that if the investigation that dpd is doing declares that the sat nav was outside my house then there is noting that they can do. I believe that the driver has signed for my order using my name, which is a commitment of fraud, otherwise why has he not redelivered ,my parcel to me, as he was supposed to do on that first day. I am willing to go back to my doctors, so that I can ask them to provide a letter with their stamp to confirm the time I reached their office, because I had to sign in when I arrived and the time that I finished with the doctor.”

Helpful Report

Posted 8 years ago

“Ordered a 3 piece suit, paid for next day premium delivery. Got delivered a pair of white trainers instead. So I have contacted their customer support, and they apologised and said they will order redelivery for me, which will take up to 5 working days to be confirmed. I said "wait a minute, I have paid for next day delivery" and they replied "yes, once the redelivery is confirmed within 5 days then we will post with next day delivery" as if that was ok! Seriously?! So I went ahead to cancel my order and get the delivery cost refunded too. Now I have to run to the post office, post the parcel, once they get it they said it takes them 8 days to confirm the refund. It takes another 5 days for the refund to come through. So I am £230 out of pocket for 2 weeks because of their mistake! AVOID AT ALL COST!”

Helpful Report

Posted 8 years ago

“Customer service refuse to respond for weeks at a time and try to pin their mistakes on you.”

Helpful Report

Posted 8 years ago

“Ordered 3 pairs of shoes, recieved dispatch email for a wednesday delivery via Hermes. On Wednesday hermes website still stated waiting for Asos packages to reach their distribution center. CS Rep at Asos said they deliver up to 10pm so give it time. At 8:30pm I recieved an email that my package had been returned and a refund was due to me. Without any delivery attempt! At 9pm Asos customer service rep said the package had never left Asos warehouse and if I wanted my items I had to purchase again and pay for next day delivery! What a load of rubbish! I waited all day for my package. I will never use Asos again. Asos website still states they shipped it, CS reps leave conversations and they email you lies.”

Helpful Report

Posted 8 years ago

“ASOS delivered my items, a few days later, a courier was sent to collect items by mistake resulting in order being returned. Tried contacting customer services and the service went from bad to worse. Will never buy from ASOS again.”

Helpful Report

Posted 8 years ago

“Processed return of item without notifying me. No attempt of delivery made or acknowledgement that the item had attempted to have been delivered.”

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Posted 8 years ago

“Item ordered, never got to click and collect. Returned without my permission. No attempt at contact given regarding delivery. Customer care worthless is resolving issue. Did not try to help at all.”

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Posted 8 years ago

“ASOS is a dishonest company. I have ordered 2 items online, which arrived in US sizing, but were offered in UK sizing only online. The items were 2 sizes too big, as UK sizing is 2 sizes smaller than US. ASOS refuses to acknowledge their mistake, therefore l had to pay for the expensive cost of sending the items back. ASOS is VERY slow to process your refund, and l had to contact them several times to inquire where my money was, always being given the run-around. The items were also much cheaper quality in real life than they appeared online. Bottom-line: use a more reputable company for online shopping. There are so many other better ones to choose from.”

Helpful Report

Posted 8 years ago

“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 8 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 8 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.”

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Posted 8 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 8 years ago

“Worse experience ever”

Helpful Report

Posted 8 years ago

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

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Posted 8 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 8 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 8 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 8 years ago

Asos is rated 3.0 based on 2,147 reviews