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

“2 deliveries have gone wrong.”

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Posted 8 years ago

“Once upon a time Asos were really good at customer service and particularly dealing with returns. No longer the case I am afraid. The return I have sent to them has arrived (PO confirms) however according to customer services they lie. My parcel is now lost somewhere in Asos's system but it will be another two weeks before I van do anything about it. Blaming the post office is not a good response Asos - take control of your own mess ups.”

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Posted 8 years ago

“The worst customer service and support I have ever encountered.”

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Posted 8 years ago

“The worst!!! Will never order through them again.”

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Posted 8 years ago

“Poor customer service. Won't respond to emails.”

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Posted 8 years ago

“FUCKING SHIT thats all i can say”

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Posted 8 years ago

“Absolutley horrendous service. I ordered a dress for next day delivery, but I then got a message saying that no one was home, even though my older sister was in the house all day, so they had to take my dress to the nearest pharamcy. When I went to collect it, they could not give it to me because I did not have my passport. So I was forced to ask my sister to order another dress, also with next day delivery, in case they took it to the pharmacy again, because she has her passport. We waited for it all day and it never came, so imagine my surprise when they sent her a message saying it had been delivered to west london, while we live in north london, to someone called Abraham, whom neither of us know. The evening event that i need the dress for is now tomorrow, and I will likely be forced to order from this horrible website again since most other websites do not have any apporpriate dresses in my size at the moment, But i would not be surprised if they deliverd ny dress to a completely different state this time. Believe me when I say that after this, I am never, ever ordering from this unreliable website again. I also expect a complete refund for the dress that was delivered to the wronf place, but I would noto be surprised if they dont manage to do even that.”

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Posted 8 years ago

“They didnt make me happy as i never got my refund back Oh well.”

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Posted 8 years ago

“I placed a order for 4 items, 2 items was missing. I called up and after 25 minutes waiting on the phone, I was told that my items will be sent to me on Monday. I waited in all of Monday and nothing showed. I called back (again a further 25 minutes on the phone waiting) a lady answered, put me on hold or so she thought.. and started having a joke with another colleague. The lady soon realised I was on the line still and cut me off the call. I called back again (another 21 minutes waiting) only to be told my order was not going to arrive for a few more days and the information i received was incorrect. I was told I couldn't speak to a manager as my complaint was not a good enough reason. Absolute JOKE! DO NOT ORDER FROM HERE. Staff are RUDE (not all, but this particular one was), Information given to customers is a load of waffles and completely incorrect, and clothes ordered doesnt even arrive!!! SHAME ON YOU ASOS.. a very unhappy and strongly dissatisfied customer.”

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Posted 8 years ago

“Horrible customer service.”

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Posted 8 years ago

“This post will most likely be taken down as soon as it is posted but I feel like I should forewarn other customers. Before you set any expectations and/or rely on ASOS please read below. On Friday 26th May I purchased two dressed from asos, I also purchased their premier delivery options for all year next day delivery. I needed these dresses to be delivered next day for a wedding on Sunday. I organised this specifically for this reason, it was ordered at around 6pm way before the cut off point. I had email confirmation of the time frame it would be delivered Saturday. I had it set to be delivered at my work as I am a nurse and I was doing a 24 hour shift where I could not leave the premises. At around 9am the next morning I received several texts and emails from asos and their delivery company DPD. These texts/emails stated AS I REQUESTED the delivery date has been changed to Sunday 28th May. I DID NOT request any such thing for the above reasons. I tried to contact to DPD who have a very awful automated phone system, if you do not require any of the options there are pretty much useless. I tried to ring asos exactly 7 times, only once getting through to a employee when the phone was cut off after 40 seconds. I messaged them on facebook but finally got through to someone on their chat service. Already long story short, they informed me that as there was a delay after the order was placed between them and DPD that it would not be delivered Saturday. I told them that was not my problem and I was given confirmation and times, the employee simply said it was due to the fact the delay happened after the emails. Did asos think to notify me there was a delay? No. Instead asos decided to insinuate that it was MY choice to change the date. That is what really infuriates me, and if they knew there was a delay there was plenty of time. There was nothing they could do. The order was a complete waste of my time and money, the wedding for me was also ruined. I emailed the CEO and care team who have simply given me a 10% off my next order to shut me up. Today, I decided to humour them and try and order something else. Once again my 'next day delivery for free all year' is useless as it says the delivery date is Thursday. I see now on their facebook page it says because they are busy - I do not check their facebook or social media sites. It just says under the next day delivery service just says order before midnight, they could change it on the website at least. Although there is still the option of next day delivery evening service - if you pay an extra £7.75 on top of money many people have paid for their premier service. That delivery option says wednesday underneath it, an asos representative online tells me that the delay is for all delivery options today. Meaning if you are stupid enough or really need it tomorrow and pay the additional money, you will only be disappointed but they will just let you know probably on the day. So, in summary do not rely on asos as they will not keep their promises. They will also most likely blame you. P.s do not expect sympathy or much by way of customer service. Good luck.”

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Posted 8 years ago

“ASOS has repeatedly sent me the wrong size for my order then tried to blame it on me. They keep passing me off to different customer service personal who say I ordered the wrong size, despite the fact that my receipt CLEARLY states that I ordered the right size. I even provided screen shots. They are a UK website, so I ordered a UK 32G. They keep sending me US 32Fs. They referred me to their sizing guide, which didn't help their cause because it states "ASOS own brand bikini tops come in UK sizing, please see chart below for conversion to EU and US sizes". Therefore, if I order a 32G, I expect to receive a 32G, no matter where I live. End of story. I tried to refund and re-order as they suggested, but they STILL managed to send me the wrong size. TWICE! Yesterday, I asked to speak to a manager. They said they would have someone call me this morning. Still waiting! Pretty sure they are blowing me off. All I want is to receive my order in the correct size. THAT'S ALL. I don't understand why this has to be so difficult!! If you are looking to receive your order exactly as you ordered it, I would NOT recommend doing business with this company. Update: Only after I started posting public reviews on Facebook did they finally call me. The guy one the phone was super rude and condescending, saying I was wrong because I lived in America. What it came down to is they didn't have the size that was advertised as I had ordered, so they figured they'd just send me a smaller size instead. Nope!”

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Posted 8 years ago

“Received wrong sizes for EVERY item. Informed the company and was not offered any help.”

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Posted 8 years ago

“Your fake reviews by your employees are not fooling anyone. And even with that to only get 2.5 stars. ... wow i have no words.”

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Posted 8 years ago

“Terrible Customer Service I received the wrong size (UK size 8 and got a UK size 12) and they somehow told me that actually on the website it's US size 8 which is a UK size 12. What a liar --> so they only have supersize swimsuits for sale? How hard is it to understand I want their swimsuit that says "8" on it? Feel better now that apparently this is the average experience. I'm never doing business with ASOS again, and if they don't give me an item or money back, I'm going to labor relations on them.”

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Posted 8 years ago

“This company is horrible. Horrible service horrible workers horrible everything. My package is shipped via UPS and it got lost. I didn't blame them just want them to start an inquiry with UPS. They refused because I have not checked with the post office? What the hell the post office has nothing to do with this. Should I also check with Fedex and DHL? Idiots with terrible service and very rude”

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Posted 8 years ago

“If I could give zero stars I would. I can't believe that they believe they word if a crooked courier driver over a loyal customer. They courier (DPD) lied about me signing for a parcel and ASOS have simply taken their word for it. Order at your peril”

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Posted 8 years ago

“Im very disappointed with what i have recieved. I bought face mask set and i see it was already open and ripped. Is this how asos company works I paid money and I get a shit used face mask. And i need to give it as a present. Well thanks to asos i feel embarrassed now to give the face mask. Ruined my day.”

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Posted 8 years ago

“If I could give it less (a lot less) I would After having ordered a jacket to my sons in Australia I was informed the EXPRESS delivery would be 8 days!! I contacted them via chat to cancel jacket and was informed they cannot do this..... Meanwhile... she advises me that I could order another one and have it by next evening! Ok so I order second jacket-- I'm in Australia!!! Does it arrive ? No it's going to my home address in the uk.i have just come off the chat and been told there's nothing we can do. I could not make her understand I could not have ordered it on uk time as we are a day ahead! It just does not work for me!!! They have over $400 of my money tied up and I still don't have a jacket for the weekend..... that will arrive here next week!! Service is appalling and I would never suggest to anyone to buy from them WHERE HAS THE OLD ASOS GONE ???”

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Posted 8 years ago

“The worst company I have ever dealt with for customer service . If I could rate below 1 star I would My order - which was a Birthday present for my daughter was lost . When I spoke to DPD the courier company they required me to speak to ASOS as they needed additional information to instigate a missing parcel search . I called ASOS on the number they gave me . The parcel failed to arrive in time for the Birthday and subsequently arrived a week late . I then found that I had been charged £18.32 for the phone call to ASOS on a ridiculously priced premium number which they refuse to refund as "we don't speak to customers " If anyone has tried using their online customer service - or rather customer blocking service they will This is a company which fails miserably to put the customer/ wage payer at the heart of its business. I strongly recommend avoiding this shoddy company at all costs - spend elsewhere”

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Posted 8 years ago

Asos is rated 3.0 based on 2,130 reviews