Name: Asos
Rating: 3.04

“Premium delivery is a scam!! Don't sign up for it! I paid for UK premium delivery and assigned a next day delivery to a London address. Not only they failed to show up, lied about re-deliver later the same day, they even deliberately changed the delivery day without my consent and sent me a notification to "confirm my request to change the delivery date" which request I've never made!! Custom service team is a joke, I cannot get any helpful advice. They literally told me, the delivery date is an estimated date, there's no guarantee. Then why on earth did you charge your customer more for "premium delivery", ASOS?? I like your clothes, but your service quality is unbelievable poor! Please train your staff well enough before start providing so called "premium service"!!”

Helpful Report

Posted 6 years ago

“TERRIBLE SERVICE GOT SENT WRONG ITEM BECAUSE IS OUT OF STOCK BUT WAS TOLD IT WAS IN STOCK I MESSAGED THEM AND THEY THEN SAID I HAD TO DO ABOUT A THOUSAND STEPS TO SEND IT BACK, WILL NEVER SHOP HERE AGAIN SO DISSAPOINTED NEVER WASTE TIME OR MONEY HERE”

Helpful Report

Posted 6 years ago

“Terrible when anything goes wrong Fine when deliveries go to plan but so incredibly unhelpful when something goes wrong! You can only talk to them on social media or live chat so you have to wait ages for a response and then when you finally get it all they do is spout the same rubbish that is no help what so ever. I have premier service (cost £9.95) which guarantees next day delivery and they're saying for me to get back in contact with them if I haven't received the order 10 days after I ordered it. They refuse to cancel and refund the order or reissue the products”

Helpful Report

Posted 6 years ago

“Really disappointed with their service. I delivered items to Australia using my correct address and both parcels got returned to the UK. I attamepted to speak to Asos employees asking them to divert the parcel to the post office as their couriers couldn’t locate my address (even though I’ve had loads sent there before) and got told that there is nothing they can do. My items are now out of stock and Asos employees couldn’t even offer me free delivery or a discount code for the inconvenience! I expected more from this company!”

Helpful Report

Posted 6 years ago

“Bought the shoes on sale. Extremely poor and very very cheap material used. If it wasn't for design I wouldn't have purchased it. Just tried it on to check comfort and walked around, and the back of my heal started bleeding coz of the material. Zero comfort. Wish I could upload a picture of it. Waste of money. Feel like swearing on them.”

Helpful Report

Posted 6 years ago

“I wish if I could give "zero" star The order 370697368 arrived 3 weeks late. Since the order arrived late, I did not open it and decided to return it back. The tracking number showed the order already returned back to ASOS. Now, it is more than three months fighting with ASOS to refund me $195.5 and they have not issue it yet. They are trying not to refund me without any valid reason. I will sue asos.com. I was a regular customer with ASOS.com but now I will not buy again from them. Be careful. Don’t buy from ASOS.com. The worst customer service I have ever deal with.”

Helpful Report

Posted 6 years ago

“I fundamentally disagree with ASOS decisions in my case. They have refused to acknowledge that items were missing when they delivered the bag falling to pieces. and have made the decision to stop replying to emails from me because they have closed my account, despite me ordering from them on many occasions and also when that is not conducive to resolving the issue. The bag was split when it arrived, as I noted with yourself and the driver, and yet I am being penalised for ASOS packing the bags too heavy and for disregarding your poor customer service in resolving the issue. I am not in any way a liar and I am extremely disappointed with the situation. The items may be elsewhere in the delivery network but they have done nothing to check this and have placed sanctions on my account that are uncalled for, unexpected and downright unfair. I feel completely victimised by their errors and I will be taking this complaint further with further negative reviews online, with my credit card issuer, Hermes and the ombudsman.”

Helpful Report

Posted 6 years ago

“I opened an account in October with ASOS and paid upfront for 12 months delivery fees. ASOS have now cancelled my account for no reason which means they have profited from the delivery charges. I have heard other people say that this is common practice with ASOS. I have paid for a service that they refuse to deliver on - this, to me, is fraud.”

Helpful Report

Posted 6 years ago

“The worst experience I've had buying online! I made my order and paid 1 day delivery, I received the wrong order and I had to wait more than 7 working days to get my money back. Also, they don´t want to refund me the delivery price, I paid to receive the correct order, not a wrong order. Pessimistic experience !! I don't recommend it!!”

Helpful Report

Posted 6 years ago

“Very bad experience... Terrible customer service!!!!!”

Helpful Report

Posted 6 years ago

“Absolutely appalling service! it was my last time with this retailer. Order no 380443090, paid for the next day delivery 6 pounds extra to receive it on 4th. Waited the whole day only to find out how atrocious and cunning people working for DPD are (courier didn't arrive, later they lied about attempting to deliver). Then it was 5th that I was supposed to get my order but then again - nothing happened, no courier, tracking showed my parcel was at their depot. Spent 1h on that asos chat talking to 3 people and not only they (still) don't know when my order is going to be delivered, on top of that they're consistent at refusing to reimburse me with that 6 quid I paid extra for alleged next day delivery which turned out to be joke. Today is 7th and my parcel is still at DPD's depot.”

Helpful Report

Posted 6 years ago

“Very poor experience. Avoid ASOS as there are so many other online retailers that provide much better experience. Returned faulty goods and ASOS refused to replace the item at the original purchase price, expecting me to repurchase at the higher sale price. Very poor service.”

Helpful Report

Posted 6 years ago

“Items supposed to be delivered 30th december I paid £10 for permier delivery, its jan 2nd and still not here neither is my other order. Furthermore a day after delivery was due they hadnt even shipped the items yet and decided half my order was out of stock and refunded them fr no reason. I went on the website and they were in fact still in stock so i re ordered them and they were shipped but still never delivered days later. So they lied when they told me they were out of stock. Still no items received despite my booking the morning off to wait in for delivery, my delivery slot has been and gone still no items and slow to no customer service. I asked for a refund but they ignored me, so no items and no refund as theyve kept my money. Items didnt arrive in time for new years eve, new years day and wont be in time for my birthday tomorrow either so even if they do bother to ever deliver them they are useless and will be going straight back. I will never shop with asos again and will be returnng everything i ordered from this month because i dont wish to support a company that rips off customers with premier delivery they cant deliver, and doesnt bother to ship your items till theyre already late and cancels items which are still in stock.”

Helpful Report

Posted 6 years ago

“Items supposed to be delivered 30th december I paid £10 for permier delivery, its jan 2nd and still not here neither is my other order. Furthermore a day after delivery was due they hadnt even shipped the items yet and decided half my order was out of stock and refunded them fr no reason. I went on the website and they were in fact still in stock so i re ordered them and they were shipped but still never delivered days later. So they lied when they told me they were out of stock. Still no items received despite my booking the morning off to wait in for delivery, my delivery slot has been and gone still no items and slow to no customer service. I asked for a refund but they ignored me, so no items and no refund as theyve kept my money. Items didnt arrive in time for new years eve, new years day and wont be in time for my birthday tomorrow either so even if they do bother to ever deliver them they are useless and will be going straight back. I will never shop with asos again and will be returnng everything i ordered from this month because i dont wish to support a company that rips off customers with premier delivery they cant deliver, and doesnt bother to ship your items till theyre already late and cancels items which are still in stock.”

Helpful Report

Posted 6 years ago

“Requested a refund but did not manage to get it and the items were not returned to me as well. So disappointed.”

Helpful Report

Posted 6 years ago

“Absolutely shocking customer service, can’t talk to anyone, can’t escalate a complaint to anyone further than a twitter message and then it’s just a copy & past reply. Nobody is the slightest bit interested. Seriously does nobody care about this?”

Helpful Report

Posted 6 years ago

“Terrible customer service”

Helpful Report

Posted 6 years ago

“I ordered a couple of items as a Christmas gift for my daughter. Delivery was promised by 17 December. On 18 December I contacted customer service to say that the parcel had not arrived and that i needed it for Christmas day. Customer service response was very poor saying that it was with the courier but that delivery could now only be made by 27th December. They also suggested I contact the courier as they did not have the ability to do so. Shocking . It is 27 December today and I have asked for a refund as I do not want the items after having purchased a replacement gift from another store- yet ASOS is not answering my question about a refund but asking me to wait. Appalling that they have taken my money and the goods are not to be seen. I will not be shopping with ASOS again and will be taking this to the consumer ombudsman if my refund is not forthcoming.”

Helpful Report

Posted 6 years ago

“Got my Nike Air Max 95 OG trainers. Trainer's have already been worn, scuff marks, even a stone in the tread. Absolutely terrible. Will not use ASOS again.”

Helpful Report

Posted 6 years ago

“On the 19th December I ordered my boyfriends Christmas present which cost me 120 pound and I paid for next day delivery. At 7:12pm on the 20th December my parcel was delivered by the courier that ASOS use to the wrong address and did not leave a card of any sort to inform me of this, I had to ring up on the 21st December to find this out myself. It was also allowed to be signed for by someone who spelt my name in error as they was clearly told who the parcel was for when it was handed to them at the door. When contacting ASOS they are refusing to send out another item or refund me for this despite the fact that it is not my fault. Instead they advised that because the person at the address it was delivered to denies having the parcel, that I should phone the police... which is just disgusting, as if the police don't have anything better to do. For the pure fact that the parcel was delivered in error to the wrong address, I should of been sent out another one straight away or offered a refund whilst ASOS sort out their query with their courier drivers. I am appalled at the service I have received and I will never be ordering from you again due to this. Unfortunately not all of us can afford to just go and buy another expensive present just because you cannot deliver it to the address stated and sort it out once a mistake has been made.”

Helpful Report

Posted 6 years ago

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

Asos Reviews

Email: