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

“I have a full conversation transcript with one of the advisors regarding my next day delivery - reference number ASOS:29909272 Due to the couriers incompetence I have been denied the service I am paying for (Premier delivery) as the long term customer of Asos. Feel free to review the orders from the past. I have a proof courier was never near my door. Unfortunately, case was neglected by the customer care representative from Asos. When I asked three times for the contact details to the supervisor, I was given plenty of rubbish, instead of the vital answer. I was also promised a call back by the end of yesterday, which was also ignored. Your company is lying to people, denying the service people are paying for. Furthermore, you are ignoring the customers complaints whenever he or she are directing to you, passing plenty of meaningless phrases. This is disgraceful practise and I shall guide that review further, with all the necessary attachments, hopefully it will reach your executive officers. Right now, I am without the item I have paid for (which I was explained, can take up to three different delivery attempts, on the NEXT DAY DELIVERY, joke). I am expecting to be conpensated for the way your customer care is treating people, lying to their faces, and giving false promises, such as a call back. Regards, Tomasz”

Helpful Report

Posted 4 years ago

“Ordered 2 items in July 2020 and still haven't received my items in over a month and a half. Tried emailing the company but they never responded to my emails, and they also don't have a customer service phone number. Have to send in a dispute with my bank in order to get a refund”

Helpful Report

Posted 4 years ago

“Completely dissatisfied. They choose the shipping method FOR you, regardless if you've chosen the Standard or Express delivery, if you ask to change the shipping carrier on the order they say it's not possible. Massive fees apply when orders are received with THEIR CHOSEN shipping carriers.”

Helpful Report

Posted 4 years ago

“EVERYTHING. I ORDERED a top and cap in May and yet to receive it. They said “ issue with delivery “ load of bulls**t . No one responds to emails. No one to phone. Sick of it tomorrow I am phoning head office and contacting their CEO. I understand covid19 has effected everything ...but I’ve worked all through this pandemic... so ASOS has no excuse !”

Helpful Report

Posted 4 years ago

“Payed for a voucher to be emailed to my colleague for his birthday. This has been going on since Monday! I made 3 calls and nothing back!!!!”

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Posted 4 years ago

“got the wrong boots and now i cant get the ones i wanted they are out of stock”

Helpful Report

Posted 4 years ago

“AVOID AT ALL COSTS SCAM. Company have my item and my money and are ignoring all my messages for months now. Worst customer service I have ever experienced in my life.”

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Posted 4 years ago

“I’ve ordered from asos for years. Never had any problems until the last 2 orders. The last order never arrived - had to open a dispute with PayPal to get a refund. I’ve now had the same problem with my current order. The tracking information stopped updating 2 weeks ago and the company initially acknowledged the parcel was lost and offered a refund. The customer service have then sent another 2 emails - the first of which saying to wait another 2 days for the parcel (didn’t arrive) and this evening they have said they won’t refund until the at least end of the month. Given the story changes everytime I hear from them I’m doubtful they will follow through on this. They have my money, the parcel is now lost but they won’t issue a refund. And their customer service people are uunbelievably bad. They used to be fabulous. So disappointing.”

Helpful Report

Posted 4 years ago

“Absolute joke of a company. Sent me the wrong item and then tried to refuse to give me my money back because the item was damaged, even though I sent it straight back because I was hoping to exchange my item for the correct one but they apparently don’t do that either. They’ve emailed me to tell me they won’t be giving me any money back because it’s now damaged - so now I’m having to disunite this to get my money back. First time ordering and last time. Horrid”

Helpful Report

Posted 4 years ago

“this company is an absolute clown show! steer clear! i ordered a couple pair of pants and the tags on the products were totally wrong. i sent photos of the discrepancies but they refused to pay for return shipping or the duties i was charged. it took something like 10 emails of nonsense before i just gave up. i ended up spending almost $100 on garbage products.”

Helpful Report

Posted 4 years ago

“the last 2 orders were a disaster I ordered make-up products and some clothes for which I paid 30 pounds and they sent me a t-shirt for 5 pounds and I have been waiting for a 2 week refund! here that he will steal shameful money !!!!!!!”

Helpful Report

Posted 4 years ago

“Awful. Deliveries are late and unreliable. Products are cheap quality. And to top it off customer service is either silent and unresponsive or completely unhelpful.”

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Posted 4 years ago

“For the people who say all of the bad reviews are fake, must have not dealt with what everyone else has. I have dealt with the same issues as everyone. The customer service is horrible! Not only do they get back to you extremely late, they don’t answer what you asked. They have robot responses that send paragraphs back that don’t even make sense to what you’re asking. If you want to order from ASOS, I hope they don’t mess up on your order or jack up the delivery otherwise you have to deal with another mess.”

Helpful Report

Posted 4 years ago

“Do not buy from asos. They are only focused on profit and do not care about loyal customers. I bought a pair of £195 straighteners, which did not work. I then ordered another pair, which also did not work. I explained this to asos and that I lived 7 miles from nearest post office, so could they collect. They said I needed to print a return form, which would mean travelling to town to print off. They did not offer to pay for this even though I had spent nearly £400 on faulty goods, which was not my fault. They offered no solution and just sent me a generic message. Do not shop here, big businesses like this, really dont care even if you've spent thousands with them!!! I will never shop with them again.”

Helpful Report

Posted 5 years ago

“I had to wait two weeks for a order and with no update from ASOS I had to chat to three different representatives and last one called kainaat refused to give me a refund and said ‘do not worry you will not be out of pocket!!!!!’ Also added ..I have to wait for asos to investigate with carrier and as many times as I tried to say I have been waiting for two weeks she cut my conversation off and said this is all I can do! Never ever again I buy or go near asos and no one should”

Helpful Report

Posted 5 years ago

“Asos customer service is the worst. It's been about a month I have not received my order. I understand covid is happening but no one has gotten back to me yet. Asos is not cheap and no one is available to talk by phone nor by chat. Emailed nobody got back to me. Asos lost a good customer.”

Helpful Report

Posted 5 years ago

“Worst online shop. You can cancel and Customer SErvices very difficult”

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Posted 5 years ago

“Horrible customer service! I had to chase them down to speak with a rep (I received the wrong shoe size and my order was over a week late). They did nothing to satisfy my inquiry. The rep then closed the live chat before I had finished the discussion-so incredibly rude. I've never received worse customer service. Plus if you order from Canada they do not tell you about potential duty fees at the checkout nor do they direct Canadian customers to the 15% discount option. They also did not notify me that I would have to pick up the order from the post office - this should be made clear to the customer (especially during a pandemic.)I will never purchase anything from them again. During this time it is inevitable that delays and slow customer service will impact online orders. At the same time you should still be treated respectfully and feel satisfied with the treatment and outcome from the company. DO NOT USE THEM!”

Helpful Report

Posted 5 years ago

“I was told that if I spent $85, I would get free OVERNIGHT shipping. So I did it. My package was shipped out the next morning, and was supposed to arrive the 15th. It is now the 20th and I have not received my package and the tracking site says it is still at the shipment facility. I am very dissatisfied with the service I received, especially after I was told my package would be here the next day and it’s been almost a week and still hasn’t been shipped. Get it together”

Helpful Report

Posted 5 years ago

“Ordered a pair of Adidas Stan Smith's in US size 5 and received a men's US size 5. Spoke to ASOS via Facebook Messenger and ASOS tried to mansplain to me the difference between US and UK sizing... Yes, I understood the difference which is why I checked your size guide AND your fit assistant. They tried to tell me that the fit assistant is not available for shoes but I provided screenshot which clearly shows otherwise. Then they told me that the fit assistant says I have a 60% chance of fitting in the size 5 so that's why my shoes don't fit. That's not the problem! Size 5 women's may have a 60% chance of fitting me but you sent me a size 5 men's which has a 0% chance of fitting me! Then they said I can send the item back within 21 days but I have to pay the $22 for postage. It would take 20 days to get this item back to the UK and I would have to incur this cost. Seriously, ASOS? I'm frustrated and disappointed. Do better.”

Helpful Report

Posted 5 years ago

Asos is rated 3.0 based on 2,130 reviews