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

“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!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 7 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 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.”

Helpful Report

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!”

Helpful Report

Posted 7 years ago

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 7 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 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

Asos is rated 3.0 based on 2,130 reviews