Name: Asos
Rating: 3.04

“My first time using this company, and totally unimpressed. Placed an order for collection from a local store as we both work during the day. The courier failed to deliver the item… So I asked ASOS the following… Me: Please deliver to a different address. ASOS. No Me: Please reattempt delivery. ASOS: No Me: Please credit my account so I can re-order the items as a priority, as I need for a gift, (as you now know the items are on the way back to you.) ASOS: No Me: So what you are basically saying, is tough luck! We’ve taken your money, you can’t have it back for two weeks (7 WORKING days + 1 Bank holiday + 2 weekends), you don’t have the items you ordered, and we won’t do anything for the inconvenience as I’m hiding behind a ‘policy’ ASOS Basically yes Me: OK, I’ll vent my frustration of your poor customer service on trust pilot. Are you sure you can’t do anything to help me, as I can’t afford to re-order YOU failed to deliver prior to you refunding me. The error is YOURS not mine. ASOS No Me – typing my frustrations!”

Helpful Report

Posted 6 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along. Now they say that they won’t reimburse my calls because. Are you ready? Because they aren’t equipped to take large volumes of calls and for that reason do not advertise the ‘customer service’ telephone number. Couldn’t make this up!”

Helpful Report

Posted 6 years ago

“Zero help when deliveries are unsuccessful. Just throw a refund at you when in reality I just wanted my order. Will not be using it again.”

Helpful Report

Posted 6 years ago

“If I could give this company 0 Stars, they'd have them. Ordered a couple of items with next day delivery through their courier- Hermes. The package doesn't show up on the expected delivery day and not the day after. I am leaving London (was only visiting) and they are telling me that they can't contact the courier to track the package, they won't refund me or give me store credit, and I need to have a neighbor mail it back. So I am out $50 because their incompetent carrier and yet they sit there and spout robotic blurbs about how they are focused on customer service then just end the chat. I will NEVER order from them again. Garbage company, pathetic excuse for customer service.”

Helpful Report

Posted 6 years ago

“They are the worst company, always making mistakes, no customer service, extremely unhelpful. Made mistakes on my order and refund and refuse to help.”

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Posted 6 years ago

“if I could give 0 stars I would I absolutely wont ever shop here again. They have provided me with a faulty item and then a faulty returns label and refuse to help me. they ignore me copy and paste template emails. they refuse to escalate my complaint. they must have spent more dealing with my emails then the refund would have cost them. I see them going down in the future.”

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Posted 6 years ago

“Giving asos this pathetic 1 star as they decided to use a different courier service now for the free deliveries. They now use Gnewtcargo which don't even deliver to your door. They just leave it somewhere at their convenience and leave you to deal with the lost items. Honestly, this made me not want to order from asos again.”

Helpful Report

Posted 6 years ago

“Wrong item received twice and when trying to get a refund for the next day delivery the staff tried preaching policy’s to you that clearly didn’t stand up as they then went back on everything they said. Would not recommend this site to anyone and I would never order from them again. Horrendous customer service and don’t deserve a successful business!”

Helpful Report

Posted 6 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 6 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 6 years ago

“What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful Customer service by telephone. Expect a short call to cost you about £5. Then expect the following, They don’t listen to what you are saying They don’t try to understand what you are saying They don’t address the point you are making They contradict themselves They make no attempt to resolve the problem. They charge premium rates if you call them. Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense. Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.”

Helpful Report

Posted 6 years ago

“I have been waiting for about 6 months to receive my refund but I haven't, bad customer services. Be carful when you try to return something, In this case you'll be the one who call them everyday no one will contact you because they already took the money.”

Helpful Report

Posted 6 years ago

“Absolute rubbish. My daughter ordered an outfit for a special day at school. We were told lies by Yodel that they had put a card through door which they had not. Parcel has gone missing. Tried to contact customer services through live chat - hopeless. Said they would respond in 24 hours - but no answer. Will never order from this company again. Have had to buy another outfit for another company and no idea if the original parcel will turn up or if we will be compensated!”

Helpful Report

Posted 6 years ago

“I have been ordering from ASOS for years, more lately since I have a teenaged daughter. DO NOT shop this site. There is no customer service and they will charge you LONG before you receive your package- IF you receive it at all. They straight up lie about delivery dates, so plan at least a month later than they project, and be prepared to be disappointed when your stuff arrives. Its hit and miss- some stuff is great, other things are off size and cheap. BEWARE! They are barely better than a scam.”

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Posted 6 years ago

“They sent me out a faulty return label, then told me 8 days after it was delivered. By this point I had already posted. They then blamed me for not getting proof of postage I have now lost £30 and they are not willing to help at all.”

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Posted 6 years ago

“I am no that kind of person who its usually leaving reviews, especially the bad ones. Today I experienced the worst customer service since i am dealing with online services. On the 2.05.2019 i had returned a parcel to Asos and on the 04.05.2019 they receive it (no update from them) so i decide to contact them on their live chat and i was told that my parcel has not arrived yet , when I told the lady that i have a POD she told me " we have thousands of returns processed" fair enough, i am working in the same field and i know the pain of being busy, but from that to tell me that you don't have it yet its a long way.”

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Posted 6 years ago

“Customer service is shocking!!!!!!! live chat is awful, so unhelpful, rude and they end chats while your talking!!! Anastasia is very rude! awful awful customer service.”

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Posted 6 years ago

“Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever !!! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me !!!! What kind of specialist ?? Really? You need a specialist to contact DPD and find out where is my order ?! Where are your customer service skills???? How can you disconnect a chat that customer started without sorting out the issue or at least trying?? How can you finish the chat before the customer is happy with the outcome??”

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Posted 6 years ago

“Terrible place to shop complete scammers can’t ecen get in contact with a live person.”

Helpful Report

Posted 6 years ago

“If I could give 0 stars I would. the worst customer service I have ever experienced. Only option is to email or live chat. Emails go unanswered and live chat is the worst service I have ever encountered. I have been waiting 1 week for an order which I paid extra for next day delivery. I have been on live chat 5 times, every time, they tell me to get back in contact the next day and then end the chat. Appalling company.”

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 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

Asos Reviews