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

“I am writing this post to display how awful the customer service is at #ASOS ASOS. So I returned two dresses on the 8th and they sent an email saying they received them on the 17th of JANUARY!!!! ever since they have messed me around saying they will pay the money in 5-10 days. 5-10 days later they didn't. 7 WEEKS ON and They still haven't refunded my money and keep demanding my bank statements. The service they have provided is frankly a pile of excrement and highly doubt I will use their service again as they are sarcastic and ignorant when you enquire about where your money is almost 7 weeks later. Please be warned people that ASOS has a serious issue with customer service and refunds. I will be sharing this message as much as I can until they give me my money back.”

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Posted 7 years ago

“Customer service was horrible and rude, had no sense of grammar or spelling. Appalled. Just because I am 15 gives nobody the right to undermine me, especially if you yourself are illiterate.”

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Posted 7 years ago

“I ordered an item in November, it arrived in January, 3 weeks after its expected delivery date. The order did not come with a tracking number so I had to guess when it was coming. By the time it arrived I was out of country and the post office shipped it back to ASOS, its now been ANOTHER 2 months and I still have no received a refund. This is absolutely unacceptable. The icing on the cake, I had returned another item and had to pay to ship it back with tracking! and was not reimbursed for the shipping cost. As someone who works in eCommerce, I am in awe that the poor quality of customer service, ease of purchase/return.”

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Posted 7 years ago

“I ordered a jacket that was supposed to arrive before December 21st 2017. Called them second week of Jan wondering where it had gone too. They had me look behind stuff in my yard to make sure it was not dropped off outside (should have been my first indication). Told them no. So they say they will send me another (even though the christmas gift was way past due). The first jacket arrives a day before the second jacket so I paid border fees thinking it was the second jacket when I had already paid it. Anyways. About $100 of border fees later for both jackets. I email them and tell them about it. They tell me to get my money back from DHL express (yah right, there is not even a place on the bill to request a refund and why would they pay it when they passed both from the border) and then they tell me to send the second jacket back. I told them that a $125 jacket has now cost me over $300 (because there was no way I was sending it back with their papers that still would have cost me another $30 - and I didn't want them to accuse me of getting merchandise without paying for it - so I paid for tracking back $93). BUYER BEWARE. Very stupid to be idiots with online customers. They can make or break you nowadays. The Jacket was of ok quality but not worth the money I ended up paying for it.”

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Posted 7 years ago

“Clothes are cheap looking in real life. Sizing is way off. Customer service is terrible! Never ordering from ASOS again.”

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Posted 7 years ago

“Faulty items, wrong items, items didn't match the description and photos. not true to size, robbery refunds. And the most TERRIBLE CUSTOMER SERVICE: telling you they will do something - and they don't, promising a refund for the postal expenses (because it's you who need to send them back wrong items) and it's you who will waste time and nerves to actually get that refund, 3-4 different answers from the different people for the same question, once didn't answer for 5 days and always: endless back and forth of emails with script answers, I've wrote to them FOUR times with the same thing (i wanted to deactivate my account). The most incompetent company!”

Helpful Report

Posted 7 years ago

“Orders not delivered and missing and automated emails sent giving wrong details! Very poor and unhelpful customer care, who cannot give me correct information about my orders. Have spent hours trying to locate orders to no avail! Dreadful experience!”

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Posted 7 years ago

“My delivery was stolen in the reception of my apartment building despite the delivery service not ringing my doorbell and me being home the whole day. Livid. Contacted both the carrier service (that Asos hires) and Asos. Asos told me that they will look into it within 48 hours! Really that long! Not only that, but I bought these items for a vacation I was leaving for in three days. A long drawn out refund was not going to do me any favors. When a business messes up, you expect them to not only fix the problem, but also give you "a hand shake" a note of good will saying that you should continue to use the company. I didn't like the customer service. Very apologetic but not helpful or understanding.”

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Posted 7 years ago

“First time using this website, thought I'd try them due to student discount. They made me enter personal and student email. I then had to validate the student email and then it said they'd sent me a code to my personal email. After all this messing about no discount code came through, so tried clicking the verification link again and then got an email saying they'd already sent it??? contacted them on chat and instead of a simple apology and re-send they wanted photo proof of my student card, even though I explained I'd already verified my email. Had to take picture, email it to myself, download it and then attach to give it to them. They then wanted the back of the card even though I explained it was blank?? Sent it to them begrudgingly and was told they would get back to me in 24 hours!!!!!!!! Argggghh! so annoyed wanted these clothes for tomorrow, will go use my NUS card in the shops instead!! Waste of space!”

Helpful Report

Posted 7 years ago

“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 7 years ago

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

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Posted 7 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.”

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Posted 7 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 7 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!”

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Posted 7 years ago

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

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Posted 7 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 7 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 7 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 7 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 7 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.”

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Posted 7 years ago

Asos is rated 3.0 based on 2,136 reviews