Name: Asos
Rating: 3.05

“After exactly 2 weeks of straight-up lies about my parcel being in delivery, three talks with the customer service, they've sent me a mail declaring that the items I have ordered (and were supposedly on their way) are in fact out of stock. Before this, they refused to send me any updates about the whereabouts of the package, I had to reach out to their amateurish live chat support to find out everything. The funny thing is that both items are still in stock on their website (and in my size) so even their last mail was a lie.”

Helpful Report

Posted 5 years ago

“If I could possibly give less than 1 star I would. I have been a repeat customer of Asos for years and never had any issues until recently. I placed a large order for items from Asos as I was going away on holiday however the parcel never arrived. I contacted Asos customer services as according to the tracking information it had been delivered and left in the porch, which I thought was very careless being as the sum of the parcel was £1600. I have never stated that my parcels can be left within an area of my building other than being given to myself with my signature. After providing my information Asos stated that DPD have left the parcel in a safe place (front porch) and will be closing the case without refunding me. I have asked for photographs of the location in which this was left as they have managed to lose a very expensive parcel without providing me with any information or receiving a signature. When Asos emailed me back it was with another customer care representative who stated that DPD left the parcel with a neighbor but did not state which one. I again emailed back complaining that I would like my money refunding as none of my neighbors have received a parcel on my behalf. I was then emailed by again another different customer care representative who stated that DPD had spoken to a neighbor and left the parcel in a safe place but are yet to provide with any supportive evidence this was actually completed. Throughout this whole ordeal I have spoken to many various employees of the ASOS customer care team but not one has been helpful and each one has told me conflicting information. I do not expect this from a company as large as ASOS. This is a lot of my hard earned money that has been stolen by the organisation without providing me for the goods I have paid for.”

Helpful Report

Posted 5 years ago

“I am very disappointed by this company , that all the years had a good appearance in the market place. By changing the policies of returning items without informing the customers and giving vouchers instead of refunding money in order to gain more money. They force us to use the money the should return us, in order to buy things from the e-shop again!!! It is so frustrating and unacceptable! This change in terms and policies should be known to the customers by email and also in the receipt that parcel includes. It is a shame by ASOS something like this.”

Helpful Report

Posted 5 years ago

“Absolutely useless customer service. I LOVE their clothes and had plans on spending quite a bit of money on their website for my autumn/winter wardrobe but I'll literally never bother again. I've been going in circles between ASOS and MyHermes all morning and no one will give me any answer to the simple question of 'how do I give my entry code to my flat to the MyHermes delivery driver'. MyHermes claimed to have attempted delivery to my flat yesterday but I was home and no one ever buzzed up. Now they're trying to deliver again today but I'm at work. So all I want to do is give my entry code so the parcel can be left at my door (no signature is required). That sounds simple right? This is how Amazon functions. But no one at MyHermes will talk to me because I have an ASOS tracking number, but no one at ASOS will give me any answer as to how I can contact MyHermes to give my entry code. ASOS live chat reps kept sending me back to MyHermes who wont talk to me. The first rep Chelsea gave me a phone number to MyHermes that was literally just a recorded message telling me to check the MyHermes website FAQ or contact them through their contact form (but I can't! It won't accept my tracking number because its from ASOS!). The second ASOS rep Alex was just rude. He ended the chat while I was still typing and dodged all of my questions and kept telling me to contact MyHermes. They literally do not care about their customers. I'm glad this happened with a single item package and I never bothered wasting more money on them. Who knows if I'll ever get this dress at this point. But goodbye forever, ASOS. Your clothes are amazing but it isn't worth this headache.”

Helpful Report

Posted 5 years ago

“Awful!!! My parcel was stolen and ASOS could not care less! Their customer service used to be a lot better it is now appalling! I even re-ordered the missing top and they still wouldn't help me out! Awful I will not be shopping there again”

Helpful Report

Posted 5 years ago

“This company scam me 30 pounds only refunded me 26 pounds there manager director nickb@asos.com done nothing about it”

Helpful Report

Posted 5 years ago

“wish i could give them minus stars. The worst customer service i have ever encountered”

Helpful Report

Posted 5 years ago

“Very poor customer service. Managers / supervisors or team leaders can’t be spoken too - They call you back but it will be 2 days. Was promised next day delivery for clothing & this didn’t happen. However still got charged for it - No professional customer service. Still awaiting delivery & got told I have to ring back requesting the refund on delivery charge.”

Helpful Report

Posted 5 years ago

“Slow with exchanging, so never get the item I want.”

Helpful Report

Posted 5 years ago

“I would leave zero stars if I could. I had a terrible customer experience both with the product i ordered and the customer service i received. I ordered a pair of backless white faux leather mules in a US size 8. The shoes i received are labelled a size 8 and are easily three sizes too big. They are absolutely not a standard US size 8. I have worn this size my entire adult life and never experienced this issue. The ASOS rep i dealt with through the chat was not helpful told me there was nothing he could do. Which means i am now going to have to pay $22.50 in shipping to send back a faulty product that is not at all what was advertised. It is going to cost me, the consumer money to deal with your terrible product. I emailed the support email and have heard nothing back in over 5 days. I reached out on social and again nothing. Overall i had a terrible experience, I will absolutely never order from ASOS again and caution shoppers from choosing to order from here.”

Helpful Report

Posted 5 years ago

“Can you give less than 1*? I placed an order on September 28th for two pairs of boots. I receive an email saying that one of the pairs is out of stock (annoying but these things happen). The real issue cones from the delivery service! They use HERMES, who are a terrible company to be associated with. I ordered my boots to be with me by October 5th (my Birthday) and instead I am now told to wait until the 14th, as there has been an error?! After speaking to ASOS I have realised that they are not interested in taking responsibility when issues occur with HERMES. I would recommend staying away until they use a different delivery company, I know I certainly won't be buying anything else.”

Helpful Report

Posted 5 years ago

“Can you give less than 1*? I placed an order on September 28th for two pairs of boots. I receive an email saying that one of the pairs is out of stock (annoying but these things happen). The real issue cones from the delivery service! They use HERMES, who are a terrible company to be associated with. I ordered my boots to be with me by October 5th (my Birthday) and instead I am now told to wait until the 14th, as there has been an error?! After speaking to ASOS I have realised that they are not interested in taking responsibility when issues occur with HERMES. I would recommend staying away until they use a different delivery company, I know I certainly won't be buying anything else.”

Helpful Report

Posted 5 years ago

“My order was set to arrive last week, and so far nothing. Delays happen - they suck, but they happen - but not having any way of finding out what's up is REALLY bad. I can't tell if it is delayed or lost, I can't tell if the product was out of stock. There's no information about the package anywhere. Then the customer service comes in play, after I send an email in English. They send me an automated message in Dutch about my package being delayed over 7 days and re-direct me to the same track and trace link, even though it's clear by my previous communication that the link is not being updated and there's not enough information about anything there. It's like paying European prices for a Chinese/Japanese level of delivery service. That was my last purchase from ASOS.”

Helpful Report

Posted 5 years ago

“Delivery and customer service”

Helpful Report

Posted 5 years ago

“Absolutely Shocking Company!!!! - AVOID! Placed an order on Sunday and still hadnt despatched the goods on Thursday. Transit time was 3-5 working days, yet here we are on day 4 and the goods still havent been bagged up for despatch. Keep notifying me via email, delivery next monday, now delivery next tuesday, tomorrow it will be delivery next wednesday. Its looking closer to 10-15 working days on this. Wouldnt be suprised if its being shipped from china or india as opposed to UK warehouse. Deplorable service. Placed another order from debenhams yesterday and its already been despatched and will be delivered tomorrow. Really frustrating that a company of debenhams reputation have a far better online service and yet they are losing money hand over fist to companies like ASOS who are absolute bums! Had to put own driver for who made the deliver because the delivery still hasnt been made.”

Helpful Report

Posted 5 years ago

“Used to be a regular customer with ASOS for many years, but their customer service has dropped to unhelpful, rude, and scripted messages. Paying for Premier shipping doesn't matter and they don't care whether you get you package on time or help in any way. Money down the drain.”

Helpful Report

Posted 5 years ago

“I've been shopping at ASOS for a couple of years with no probs until you have to return items. I returned a couple of clothing as I was sent the wrong size including a leather jacket worth $260. Apparently they never received the parcel which is ridiculous as this was all sent in one bag, they processed the less expensive items except 2 of the items that are over $200. This did not make sense and I inquired about this and have proof of parcel delivered as it had to be signed by one of their staff. How can you process part of it and not the rest. According to them they never received it and when I showed them proof they got back to me and said it wasn't in the bag. So what is it? you didn't get the parcel or it wasn't in the bag? I showed them photos of the bag as 2 of the items where bulky and the bag would be that big if those 2 items weren't in it. Then just basically shut my account and i never heard from them as any e-mail sent will be blocked as they have stated in their last e-mail. What they're doing is criminal it's basically stealing.”

Helpful Report

Posted 5 years ago

“Dreadful Customer service! Clothing not as good! Delivery cut off times keep changing for next day delivery. Asos shame on you. Customer service agent kept me waiting for a response for over 10 mins and then cut me off.”

Helpful Report

Posted 5 years ago

“Absolutely Awful quality ,tracksuit I ordered ,inferior to anything I've ever bought ,stitching coming undone on leg ,,wish I'd of read reviews first”

Helpful Report

Posted 5 years ago

“I was a member of their A List scheme which came to an end last year when they emailed me a voucher code to compensate. The email made no mention of any expiry date so I naturally thought there wasn't one. Tried to use the code yesterday only to find it had expired. Have been in contact with customer services but they refuse to replace it. Absolutely unacceptable.”

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