Name: Asos
Rating: 3.05

“The poorest customer service I have received”

Posted 5 years ago

“Love the clothes. Delivery and customer service? Not so much. Pay for premium and get basic economy. What they do for curvier people and gender fluid fashion is great, their customer service and deliver on the other hand, absolute trash. No accountability, no support, no compensation, they are pretty useless to be fair. I am also seeing that many people have returned items and never received their refund.”

Helpful Report

Posted 5 years ago

“Customer service was similar to hell”

Helpful Report

Posted 5 years ago

“If there was an option for one star I would choose it! Poor customer service! Items not received! Although ordered next day delivery items 2 days late, no update from ASOS despite myself being in touch via online chat ASOS are unable to tell me where my parcels are and the courier service is also u able to tell me where my parcels are. Last update was yesterday at a depot! Money taken from my account yet no items received and ASOS reluctant to help me or offer any sort of compensation, circumstances were that a birthday present was delayed with no understanding from ASOS . AVOID! Your sincerely an ex dedicated ASOS customer”

Helpful Report

Posted 5 years ago

“Terrible customer service. They treat you not like a human. They sent me wrong items and they want from me to pay the returns fee. Also this is not the first time. Delivery also delayed.”

Helpful Report

Posted 5 years ago

“Terrible sent items back took two weeks and going on live chat four times to get my money back if you have a problem they don't want to know just end up having an attitude with you sent a complaint still haven't heard back”

Helpful Report

Posted 5 years ago

“Awful. The delivery company they use cannot be trusted AT ALL. Their customer service just hides behind the fact that they use an outsourced delivery company and they can't guarantee delivery. Will not be using them again.”

Helpful Report

Posted 5 years ago

“Disgusting company. Ordered a smart watch from them and their delivery supplier left it outside my house in a recycling box which sits next to a public pavement. My item cost £250 and I did not receive it. They were sympathetic at first and then I was advised they would send out a replacement and would be in touch I asked for a refund after not hearing from them for more than 48hours. They then sent me an email saying that it's rare that items are not delivered, they would not send a replacement and I cannot order from ASOS again They also added that there was no point in complaining about the matter anymore as they would not respond Horrible rude and untrustworthy company”

Helpful Report

Posted 5 years ago

“Ordered trousers in my size. Unfortunately I removed the tags before trying them on. They were far too small- the manufacturer must have a strange size guide. Asos customer support were unable to offer me anything, even the slightest discount on a larger pair as a gesture of goodwill. Look, I know this was my fault, but the trousers were expensive (£50). Would it kill them to treat customers like human beings and go beyond what is expected of them? I’d have been happy with 10% off a larger size, which is what they give students anyway. The problem with big corporations like this is that greed trumps everything else. Not buying from asos again for this reason.”

Helpful Report

Posted 5 years ago

“Order was placed on Saurday 27th july for a dress to be delivered amongst a few other items in light of a party tomorrow (wednesday). I selected next day delivery. It was out for delivery sunday at 10am. At 7pm an update from Hermes saying there has been a delay. Yesterday an update saying has been returned to sender. Where is my parcel? I ordered with plenty of time for my party and all customer service said is when we recieve the item back from hermes its 10 days for a refund in the meantime feel free to order again and when I mentioned I didn't have the funds. They told me to use Klarna and pay Klarna when I am issued the refund. I asked to speak to the manager and was told that everyone at ASOS customer care has same level of training so could not pass me onto a manager.”

Helpful Report

Posted 5 years ago

“I use ASOS to purchase clothing for the whole family. Over the years their service has been excellent. If the wrong item or size was sent they would rectify the issue immediately. January 2019 sale - obviously I was buying for the family and purchased many items for the kids. I was having issues with missing items, incorrect items and refunds not being issued. ASOS dealt with refunds but it meant I had to wait 10 working days. Over the last few months purchases became worse with incorrect items. Therefore I would send them back. This morning I attempted to sign into my account and it said I was blocked! I know their new policy states that those who return way too many items can be blocked! However, how is this my fault if the keep sending incorrect items or sizes? On top of this I have to then chase them for my refund! The ASOS customer service has gone downhill. I emailed for a reason and they did not respond. Very disappointed that I am being punished for their mistakes!”

Helpful Report

Posted 5 years ago

“ABSOLUTELY BAD CUSTOMER SERVICE They simple not willing to help you at all and they dont really care about you. As soon as the courier lost my parcel, a nightmare with ASOS begin. AVOID”

Helpful Report

Posted 5 years ago

“Will never order from ASOS again, they work with Yodel which is the worst delivery company on earth. I’m not sure what the problem is, but Yodel has a system saying that they had missed you, when they haven’t even attempt a delivery (no card left, no knocking on the door). I’ve had “missing” parcels that completely disappear, something very fishy with them. Why should I waist my time searching for my parcel I’ve paid for? ASOS has a responsibility to make sure that parcel gets to me, if they choose to work with the worst delivery company (probably coz they’re cheap) then I’ll choose not to buy from them.”

Helpful Report

Posted 5 years ago

“Will never order from ASOS again, they work with Yodel which is the worst delivery company on earth. I’m not sure what the problem is, but Yodel has a system saying that they had missed you, when they haven’t even attempt a delivery (no card left, no knocking on the door). I’ve had “missing” parcels that completely disappear, something very fishy with them. Why should I waist my time searching for my parcel I’ve paid for? ASOS has a responsibility to make sure that parcel gets to me, if they choose to work with the worst delivery company (probably coz they’re cheap) then I choose not to buy from them.”

Helpful Report

Posted 5 years ago

“Received the wrong item ordered item as for my holiday to then be told I have to wait 14 days to receive them because they need to Wait to receive the incorrect item back and then pay for next day delivery if I want them In time for my holiday.”

Helpful Report

Posted 5 years ago

“WORST CUSTOMER SERVICE Customer service absolutely awful at best! Account issues since Sunday. One week on, having spoken to 5 different 'customer service' agents, still no resolution. Once this has been resolved, I won't be using again! Avoid, and stick to your high street stores!”

Helpful Report

Posted 5 years ago

“Customer service is appalling, warehouse sends wrong items to what was ordered then customer service say they haven’t and then I re order and they do the same again and still say they haven’t, customer service also said is that all as they are busy and need to end the chat, I am disgusted with Asos and recommend staying away from this joke of a company”

Helpful Report

Posted 5 years ago

“I had never realised how many bad reviews Asos had in most reviews websites, including this one. I have had many bad experiences with Asos in the past, but I have always given them another chance because of the Pros: - next day delivery - easy way to return items However, pros become weaker when there are so many issues and for me, this is the last time. I hope this can help someone to avoid the struggle and so much time-consuming that bad service represents. I recently ordered 2 items and paid extra to have them delivered Next Day Evening. The item was shipped 4 days after the order was placed. In that time, since it was a very important order (otherwise I wouldn't have paid extra for a such specific delivery), I contacted Customer Services via email, chat, Messenger and IG: - IG messages: these were deleted by Asos without giving an answer and there were very polite messages (I would never think of swearing, insulting, etc. when writing CS since I have worked many years in the industry and I know how hard it can be at times). I have encountered other people that had had this in the past, but deep inside I thought that they had sworn or being rude, etc. But obviously, asking for help is not tolerated that well. - Messenger: noone read my message until 6 days after my order was placed (and finally received). Their notes say that they reply to you within 24h. Busier times? Increase the team; I am sure that a billion-pound business can afford to have a large enough customer service force? - chat: I was disconnected 3 times and the time someone didn't cut me off and really try to help they said that they were not prepared to deal with queries that they just know about what is in stock. - email: no one replied to me until the day my parcel was shipped and they blamed the courier saying that they could not control if the courier was not delivering the item (wrong, to be honest, it is the responsibility of the sender to make sure the item arrives - but this is another thread). I know courier services are very unreliable most of the time, but blaming someone for something they are not responsible for it is simply bad practice and pretty unfair on the courier service. In the end, I received my parcel 5 days after order it, 4 days after the scheduled, paid, specific delivery. So I decided to return the items since they were no longer needed. Well, issues continue: - I requested a refund for the Next Day Evening Delivery and after several attempts, someone said they had issued the refund back to my Paypal, 2 weeks later I am still waiting and nothing has hit my account. - The parcel I sent back (thanks to having a tracking number from Royal Mail) was delivered exactly 48h after sending it out. No refund has been received and it has also been over 10 working days (which it the limit Asos asks you to wait for), 2 weeks in total. Noone knows anything. I hope I can solve this issue and I get both my refunds so I can finally close my account with Asos and stop using them altogether. You reach a point whereby you expect a service to be as good as what a retailer can offer you to sell; unfortunately, Asos has the worst Customer Service I have ever encountered both in my professional career and as a customer. Customer Service is not an easy job (I've been there), but the attitude of some advisors is appalling and Asos definitely doesn't seem to invest in training to have people ready and available to help customers on the spot. Customers spend their money and they deserve being treated properly and helped when needed. For Asos £100 order/refund might be nothing, but for customers, this is money (a lot, for some) they have probably worked very hard to get to spend £100 and having such bad experience is really daunting and unfair. I wouldn't say "don't use them", but if I was new I would make sure I checked people's experiences to understand if it's worth it in the long run. I am definitely not using them again.”

Helpful Report

Posted 5 years ago

“So so angry, paid for next day delivery. Two days later it still hasn’t even been dispatched. I would AVOID! Think they are a scam. My party was yesterday. Didn’t even go in the dress I paid £60 for! Absolutely shocking. Then when you do live chat and explain the issue... they end the chat! Bloody disgusting. STAY AWAY!”

Helpful Report

Posted 5 years ago

“I ordered some clothing for a month long vacation I am going on in a week, and I ordered it with expedited 2 day shipping just to be sure it will get here in time. On the day it was supposed to arrive i checked the tracking number and it said the package was being held by Fedex. So I called fedex and they said the package was found to be empty and they will not deliver the empty package to me and that I need to contact ASOS. So I contacted ASOS customer support and they said that they will investigate for the next 10 days, then they will make a decision. I explained to them that I ordered with expedited 2 day shipping and I need a fund because I will be leaving the country this week and will not be here nor will I need the clothing once I am gone. They will not give me a refund even though I will not receive my package. So now I am stuck with no clothes and no money. I have to pay my credit card off and they refuse to refund me for the missing or stolen package, even though fedex officially confirms the package is empty. Asos refuses to refund me! Horrible customer care, they straight out rob you of your money and don’t get you your clothing.”

Helpful Report

Posted 5 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