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

“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 7 years ago

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

Helpful Report

Posted 7 years ago

“Delivered to the wrong address. Refuses to redeliver”

Helpful Report

Posted 7 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 7 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 7 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 7 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 7 years ago

“I don't like this company, they sent me a review form to fill out, and they said if I fill it out and send it back to them they would give me a 10% discount on the next item I buy from them, BUT THEY DID NOT GIVE ME THE DISCOUNT, I entered the 10% promotional code and it said: the promotional code is not available for this item. what they did to me is called bait and switch. This Asos company Stinks for doing something like that to me.”

Helpful Report

Posted 7 years ago

“Worst online company out there. Received product covered in DOG HAIR! Clearly been used and was second hand. Spoke to a customer adviser called Elysia. She offered to replace the item and eventually offered a 10% off full price items which anyone can use at any time if they know how (student etc.) Despite sending pictures showing the damaged nothing else was offered even after expalining the situation once again. Think twice before buying from here if something goes wrong they really don't care.”

Helpful Report

Posted 7 years ago

“I returned an item I bought several weeks ago and still no refund. They said the return part is easy but they never want to refund the money for the items bought. This is already the 2nd time it's happened to me personally.”

Helpful Report

Posted 7 years ago

“I ordered trainers from ASOS. I received an email telling me they'd been delivered 'through the letter box' when they hadn't. Their customer service was helpful in resolving this problem, however, I would much rather the mistake had not been made in the first place.”

Helpful Report

Posted 7 years ago

“I have been shopping with ASOS since I was a teenager around 16-17 and I have always had great service. But they have been up and coming and clearly become more reputable business so the customer service has significantly decreased to a point I am considering boycotting their website. I ordered from ASOS and both parcels were not delivered on time. One was delivered to a neighbour without my consent and the parcel was open and a £10 pair of sandals were taken. When I went back to complain to asos, this billion pound company, they claim it is a dispute between me and my neighbour. Its just disgusting to think that a company cannot use any discretion whatsoever, they'd rather have a customer ruin their reputation online than actually resolve disputes, its a shame.”

Helpful Report

Posted 7 years ago

“Awful delivery services- I have ordered a few items which were supposed to arrive on a Friday. On that Friday I have directly received a 'delivery unsuccessful' notice, with the parcel being retuned to the warehouse. Now I have to wait for 1 month for my money to be returned. Never again.”

Helpful Report

Posted 7 years ago

Asos is rated 3.0 based on 2,130 reviews