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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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

“Poor costumer service - they told me my parcel will arrive at a specific time - never did. What’s the worst? Not providing me their mobile number”

Helpful Report

Posted 7 years ago

“Absolutely terrible service. ASOS are fine except when something goes wrong. When something goes wrong, they do everything they can to wriggle out of resolving the issue and refuse to help you. I have an item due to be delivered before 11th October. To this date, it has still not arrived. It was sent via Hermes. ASOS told me to contact them regarding the missing item. When I did, they tell me they won't help me and to email them back on the 22nd October. I have asked them multiple times to contact their carrier (hermes) in order to trace the item, as the tracking has not updated since October 11th. They told me they cannot get in touch with their courier. I have asked to make a formal complaint, they refused to provide me the information to do so. I asked to escalate my complaint, I was told it would be investigated by a 'specialist care team' and I would be contacted. The 'specialist care team' doesn't exist, and all i got back was an email that was copy and paste the exact same words. This company are a disgrace, and I will be taking this complaint as far as I can take it. At this point they have my money and have not supplied the item, and this is theft.”

Helpful Report

Posted 7 years ago

“Incompetent service staff. Was sent wrong item and also refunded incorrectly. After 20 e-mail back and forth, still no solution. When I brought up compensation, the service got even worse. Never going there again.”

Helpful Report

Posted 7 years ago

“Terrible customer service and delivery always comes to late. I had one incident in which asos gave me confirmation twice that the package was delivered to my neighbours in my absence but after investigation and my neighbours declining ever receiving a package it became clear my package never left the warehouse and they lied to me. I would recommend using other suppliers such as HM and Zara.”

Helpful Report

Posted 7 years ago

“Paid extra for next day delivery, but the didn't even ship the next day. 2 days later they shipped, but now to the wrong address so I also didn't receive my order. Had to call the parcel service and verify my address and now I will hopefully receive my order on Monday. So I paid for waiting 24 hours, but now I wait almost a week because on the weekend there is no delivery. This shop and service sucks.”

Helpful Report

Posted 7 years ago

“ASOS is absolutely shocking. After sending my order to a wrong address in a wrong country TWICE!!! They now tell me the delivery left the order behind the recycling bin and so I should check there. I live in the Netherlands so a little hard for me to check. Customer service staff keep copying and pasting the same message to me and are refusing to refund. I am honestly appalled by this out of this world terrible service. No refund for over a month, all I keep getting is messaging asking me to wait 48 hours, and then again 48 hours.”

Helpful Report

Posted 7 years ago

“I paid extra for dated and timed delivery. I waited in only to receive an email after the delivery time stating that I had rearranged my delivery!! I contacted ASOS who said that the parcel company had tried to deliver my parcel to the wrong address and now they couldn't deliver it until the next day. Customer services are useless and unhelpful. Total waste of time and money.”

Helpful Report

Posted 7 years ago

“I have absolutely loved asos and use it to buy anything and everything i needed. I cant deny the clothes are great but i have been so dissapointed recently with the customer service. Ive had issues with a voucher dissapearing- i was sent from person to person until thie finally got resolved, made me feel as if i was lying! After so many years of bejng a good customer i was shocked! I also didnt recieve a parcel recently and 8 have had my emails ignored and no one has responded, i used the online chat and they couldnt give me any answers anf were pretty much useless- i know hermes is probably slightly to blame but i thought i would recieve some information about my parcel! Very unhappy with the recent service i thought loyal customers might be treated better!”

Helpful Report

Posted 7 years ago

“Awful customer service!! I paid for premium delivery (and got charged for it) but cannot use it and the customer service is telling me for a month now they will look into it. They are unfriendly and useless!! Definitely a reason for me not to shop with Asos ever again in the future after so many bad experiences over the past year”

Helpful Report

Posted 7 years ago

“The worst customer experience I've ever had. They put me through a nightmare of trying to arrange collections through their partner company, Hermes. This took repeated tries, weeks on end, many conversations with both companies and a huge amount of my time wasted. When I gave up and returned the items using another means, they failed to send me an email confirming the refund for some of the items returned. I was forced to spend time reviewing the entire order, comparing it to the refund emails to check what wasn't refunded. I was about to contact them to find out why £170 of products weren't refunded but luckily spotted the total in my bank statement matched. I'll never shop with ASOS again.”

Helpful Report

Posted 7 years ago

“Disgusting service! Placed an order and recieved a text saying it has been delivered with the neighbour no 17. Went to get them our neighbour seems to have never received them, after went through the help chat services and raised a request for enquiry. I waited for an answer but nothing for a week. I had to call asos customer service and then they mention, it has been dropped in no 20 not 17? Checked with the neighbour again and they confirmed the same ‘never got it’. At this point, I did not knew what to do and advised Asos to have it collected from the same place wherever the driver has left it. Hence, I thought everything would be resolved by now, but this morning recieved an email from ASOS, “My name is Isobel, I'm one of the supervisors here working alongside Paul. He's not in over the weekends, so this has been passed to myself. Thanks for getting in touch, I hope you're well! I've just been in touch with DPD and they have advised me that they have a signature match for someone with that name at number 20 from a couple of previous deliveries. As such, they have deemed this correctly delivered and we'll no longer be able to take this any further. From this point on, this would be a civil matter between yourselves and your neighbours. I appreciate this isn't the answer you were looking for, and for that I do apologise. If there's anything else I can do for you, let me know and I'd love to help. Best Wishes, Isobel ASOS Customer Care” I do not understand if the neighbours are claiming they have not recieved it then, how can ASOS ask their customer to enquire something without evidence. The signature they are claiming has not been shared with me yet. I just want my refund back as I never recieved the order I have placed them, is that too much too ask? If the driver delivers in the wrong place and cannot locate them, is that the customer problem. I feel like a Ping Pong ball chasing with neighbour 17, 20, DPD anf Asos with no results. Disgusting really.”

Helpful Report

Posted 7 years ago

“Nightmarish experience with making returns using collections. The instructions on their website led to only one of the parcels being collected. ASOS and the courier company they're partnered with gave updated unclear instructions which took a long time to figure out. Speaking to their customer support took it nowhere. The second time, the courier didn't turn up. I've been stuck with several parcels occupying the lounge for weeks now. Never again.”

Helpful Report

Posted 7 years ago

“I will never order from asos again!!! Such a bad customer service wrong item sent and then the dress that I paid for and haven't received is out of stock !!! So now I have to send back there mistake and get a refund for a dress I never received and I paid for next day delivery”

Helpful Report

Posted 7 years ago

“During checkout their website glitched and reloaded resulting in me being charged twice for my order and despite sending screen shots of my bank showing the two debits a minute apart, the 2 paypal transactions with different IDs for the same items and correspondence from both my bank and paypal asos spent three days denying and arguing with me about the fact they charged me twice, would not take my concerns seriously and were honestly the worst company ive ever had to deal with. Now they have finally admitted that they were wrong and have "cancelled the order" however my bank is still holding my money until asos emails them to say that the money wont be taken... asos says "Sorry we cant contact your bank" You are a huge multi nation company and you don't have a single person who can send a basic email so i can get my money returned to me. This means my money wont be released back to me for up to a month and i have debits that will now default and cost me dishonor fees. There is no concern for customer satisfaction whatsoever and i wont ever buy from them again.”

Helpful Report

Posted 7 years ago

“I chasing an order of over £500 for TWO MONTHS. I never received the items, but they eventually refunded after I logged a reversal request with my credit card company. For two months I contacted ASOS over and over and over, and they refused to help or escalate it or give me updates, and just said useless, vague things. They eventually offered me a gift voucher for £15, which doesn't even cover the money I lost in insurance on the credit card on the payment for the items I never received. I still haven't had an explanation of what went so wrong in this particular case.”

Helpful Report

Posted 7 years ago

“If I could do a - I would .worst companie I have EVER delt with and I will make sure everyone within a computer knows.just because I could not understand the guy on the other end.he told me to go F#$& myself .WORST COMPANY EVER...”

Helpful Report

Posted 7 years ago

“Dreadful customer service - mindless customer service team who are not capable of or interested in resolving an issue. My query supposedly refered to a higher level team and it even went downhill from then on. Avoid at all costs”

Helpful Report

Posted 7 years ago

“Ordered next day delivery on Thursday at 2pm for Friday to click and collect. Shoes ordered didn’t arrive on Friday and I had to call them on Saturday to query where they were. They said they were still in a depot and the depot had closed for the weekend. I had my sons Christening on the Sunday and had no shoes for this. Spoke to someone on the Saturday who also said he would do a full refund. Still waiting on this refund and had no email communication. Really poor service, won’t be ordering next day delivery again or from ASOS!”

Helpful Report

Posted 7 years ago

“My 15 year old son worked so hard at the weekends to make money whilst at school during the week. He was so excited about getting a nice jacket. He put a few photos online of the coats he liked for his friends to decide which he should get. The one from ASOS was the one he went for. Over £100. It literally fell apart at the seems, was sewn up and ripped apart again.”

Helpful Report

Posted 7 years ago

“My experience has been horrible and has gone so far as to cause me anxiety and stress over the whole situation. I ordered a bikini on the 14th of August on the Australian website. When I receive the item after a little while, they seem to have sent me the wrong size. Whether or not that comes from a faulty conversion between the Australian and UK website or from a mistake when sending the item, I don't know, but the fix is fairly simple: For them to send me the item I originally ordered, and for me to return the other item. However, it did not turn out to be that simple. I contacted ASOS via chat straight away, and was told they would send my issue to a "specialist team". When asked how long it could take, they told me that due to high workloads it could take up to 10 days. I also contacted ASOS via Facebook, and after being asked for my order number and email, they stopped replying. On the 29th I got a response telling me I'd been sent a replacement, but in the message, they told me the size was the same as the one I originally got (which was, of course, the incorrect size), so I asked them straight away if the size they were to send would be the right size or not, and the person copied and pasted the original message. No answers were given. I even provided pictures and a simple explanation in case they misunderstood, but still received no answer on Facebook or chat. I then went on to call customer service via the phone. This included me having to pay for credits to call a UK phone number, but at this point, I had tried every single option. I call and am quite quickly put in touch with a very helpful lady on the other end. She tells me they can't know for sure what size I've been sent as a replacement until it arrives, and she's very apologetic and generally a nice lady (only positive reply so far). So I am told to wait until it arrives, and so I do. The parcel arrives, and they've sent me the same WRONG size once again. I contact customer service via chat as the phone is not open yet, and am told to keep waiting. The person doesn't even answer any of my questions, and basically tells me to wait for an email, but what I'm waiting for and for how long I have no idea. He then proceeds to just end the chat abruptly.”

Helpful Report

Posted 7 years ago

Asos is rated 3.0 based on 2,136 reviews