Asos Reviews

Name: Asos
Rating: 3.08

3.1 Rating 2,087 Reviews

52 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,087 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 72%
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

“Payed for next day didn’t turn up so cancelled order but they ignored this and dispatched two days later, will never use again!”

Helpful Report

Posted 2 years ago

“Worst Customer Service ever!! I have tried to reach out to customer service on many occasions. They have never helped me and always try to find reasons to blame the customer. Today I chatted with GLADYS. She kept trying to blame me for why she couldn't help. This is not the first occasion this has happened either. I am done shopping with ASOS. Never again. Senior management needs to look into the practices of the customer service department and how they treat clients. Unacceptable!”

Helpful Report

Posted 2 years ago

“Do yourself a favor, and shop elsewhere. Do not expect to receive any customer service when there is an issue. I've had multiple issues with multiple orders and NO resolution. I've been waiting for weeks for my refund and when I reached out to customer service, both Christopher and Jazmin were NO help. I'll be disputing the charges on my card and will not be shopping here ever again.”

Helpful Report

Posted 2 years ago

“So upset and annoyed with ASOS over last transaction. My order was for €196 and successfully completed through PayPal. For some reason a duplicate transaction went into PayPal and remained in pending status. As PayPal is connected to my debit card this means my actual cash in my bank account had a hold placed on it for the full amount of €196. In effect I was double charged. I contacted asos about this immediately and they apologised and said it would be 48 hours before this was rectified. Not ideal but ok. 58 hours later I contacted them again as the money remained in limbo. This time I was told ten days. I requested for this to be escalated in some way as I could not wait this long for my own money to be released. I was told it would be escalated immediately and to watch out for an email. Guess what..? Nothing happened. Almost 10 days later here I am with no money still so I contact them again (3rd time). This time I’m told actually it’s 10 WORKING days. In the meantime I have almost €200 in limbo that I can not access, bills due this week that I can not pay. If they had actually double charged me I would have had the money back by now. Surely in this day and age waiting ten working days for an error like that to be rectified is insane? Also the way customer care staff all had different information is unprofessional, as is telling me I will receive an email and then not getting one. All in all a truly awful experience with ASOS.”

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Posted 2 years ago

“Late. Wrong size. Dud customer service. Worst online experience. Zero stars.”

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Posted 2 years ago

“I have used ASOS for years as they were always very reliable for next day delivery. These days I couldn’t tell you the last order I placed that came on time. Don’t offer people next day delivery if you can’t guarantee it.”

Helpful Report

Posted 2 years ago

“Have ordered regularly from ASOS. This time it was a very important order because it was for dresses for my daughter's graduation. ASOS use the courier company Yodel to deliver in the UK. after 4 days I checked on my order to discover that it had not only not been delivered, but Yodel returned it to ASOS. No call on the mobile number I provided, no card left, and no attempt to redeliver. They just sent it back. when I contacted ASOS, I was told that they do not resend parcels and that I would receive a refund. That is not a solution but a total cop-out by ASOS. SOme of those dresses in the GBP240 order were last items of that size which means that I will not be able to reorder these items. My daughter is devastated. ASOS needs to be able to address issues like this and not have a blanket "I don't care about customers, I'll just refund the money because someone else will order the items immediately". That's just exceedingly poor customer service. will I order from ASOS again? Never ... and I would advise others to think carefully about ordering from a company that does not value their customers and does not care about their customers. furthermore, aSOS should stop using a cowboy outfit like Yodel who are not couriers but a mickey-mouse company that is derelict in their duty to adequately deliver parcels to their addressees.”

Helpful Report

Posted 2 years ago

“so many clothes there look like second hand. rude customer services and management”

Helpful Report

Posted 2 years ago

“They sent me the wrong dress. I had to pay duty fees, on top of my own postage for the return, which they said they will refund me for, but am not counting on it based on their customer service. I am just utterly shocked that ASOS is willing to lose a customer over $16.51 CAD. If a company makes a mistake, which you did, they should make the customer whole again. Regardless of which country issued the duty fees or what have you. Instead, ASOS customer service employees have decided to argue with me about it and continually redirect me to the Canadian Border Agency website like robots, when I have explained multiple times how it works after speaking with them. It is quite disgusting that they find it appropriate that I'm out of pocket over nothing of my doing. I explained to all 1000 odd employees that have wrote me back on the issue that $9.99 of CODs are handling fees that you do not get back. I am paying them twice now for the same dress, and that's if I get the correct dress this time. No one is able to get past the sherking of responsibility and just admit that it is inappropriate and disgusting that I am being made to pay this twice. One employee when so far as to point out that I got a discount on the second dress. Let me break down the "discount"for you, I'm out $16.51 CAD, soon to be $33.03 CAD with the new shipment. I was given a 20% off coupon, which when applied is $115.12 FOR THE DRESS MINUS $ 23.02 FOR DISCOUNT= $92.10 $33.03-$23.02=$10.01 THE FACT THAT I HAVE TO SIT HERE AND EXPLAIN THIS TO YOU GUYS US APPALLING. I AM STILL OUT $10 PLUS TIME AND THE AGGRIVATION OF THIS ORDEAL. SO TO THAT EMPLOYEE, NICE MATH If you are reading this, order from somewhere else! They are con artists and do not even have a phone number to talk to an actual representative. They will just have a different myriad of employees with varying and conflicting knowledge give you the run around until you hopefully forget that you are out your hard earned $$$$$. Not to mention the aggravation. I suggest you RUN the other way. Do not deal with this phony, shady company, if you can call it one.”

Helpful Report

Posted 2 years ago

“Premier customer for years, shopped almost exclusively with ASOS and must have spent thousands of pounds over the years. The customer service has become so awful that I’ve stopped shopping with them. Orders started to arrive that were wrong, never on time despite being a premier customer which was guaranteed next day delivery. Contacted them to let them know an order than was 2 weeks late arrived and it was wrong and they were unbelievably rude. No gesture of goodwill offered (and I asked - was told it’s not their policy to give customer’s vouchers when things go wrong). Vowed not to return but decided to give them another chance after a year. Low and behold parcel not turned up despite paying £9 for next day delivery. Customer service did little more than shrug and say it’ll be late. Wouldn’t refund the delivery and have to wait ‘for the specialist team to contact me’ in 48 hours. I won’t be giving them another chance.”

Helpful Report

Posted 2 years ago

“Such an awful service!!!!!! They have charged me for item that reject to deliver!! No compensation or explanation!”

Helpful Report

Posted 2 years ago

“I ordered a jacket at Asos, when it arrived it was not the item I had ordered. I sent it back and explained the reason. I ordered again the item and the wrong item arrived a second time. I had to send it back. I contacted the customer service that offered 15% on my next ordered although I had lost 1 week, had to pay 300£ in total for the 2 jackets and was waiting for the reimbursement to be able to buy me another ski jacket.”

Helpful Report

Posted 2 years ago

“Pathetic customer service. You get what you pay for; condescension, inability to answer direct questions. Waste of time and not worth your dollars”

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Posted 2 years ago

“Terrible experience. My order was delayed, not delivered to my house and went to the post office instead and i was forced to pay over a $100 in custom fees that were hidden. Plus, they dont have free returns, the quality of the clothes i received was terrible and the fit and sizing info on the website is completely wrong. Just wasted over $500 on this $#*!ty company.”

Helpful Report

Posted 2 years ago

“Worst customer service ever, I did not receive my parcel at all and this was due to be delivered before Christmas. Still have not heard anything. Do not buy from them!”

Helpful Report

Posted 2 years ago

“I have ordered some jacket from asos and they send me another one. I'm writing now them and they tald me I have to pay some extra money to return this jacket and to get back my money(only jacket price). then, i have to make new order to buy that first ordered jacket. I dont have garanty that in this case my jacket will be the same. oh, also, i have to pay more money for this jacket, becous now it is more expencive then during my first order. Do you think that this is corect ?”

Helpful Report

Posted 2 years ago

“I was an avid buyer from Asos. The service has been horrible for the past 2 months. It takes at least 20 minutes to reach customer service and 20 minutes more to solve a small issue. Services such as returns that initially should be automated considering you are in e-commerce company are not!! I have ordered return for an item 3 times and no response I have returned a few items and recieved my money back after 2 months and 3 contacts with customer service. It is honestly a shame”

Helpful Report

Posted 2 years ago

“The customer service is really bad especially the chat room , they tend to reply with the same template or scripted replies and I don’t feel like I’m being serviced. I have been given two different reasons on the parcel not being delivered to the same location that I have ordered with the same courier service before… the customer service only asked me to reorder and to message the courier directly, I wonder if that is the consumer’s job? Only pushing the responsibility to the customer rather than checking on their backend , I have collected the evidence regarding this situation and I hope someone in @asos #asos can contact me . They never even offered to investigate just asking me to leave the chat without providing a valid solution. I read the terms and conditions, checked the tracking status and have been surprised twice that my items were refunded without my consent. They told me I did not pay custom fees when clearly I could see on the tracking the parcel hasn’t even been sent to the airport for me to be able to pay any sort of fees… it is an unacceptable behaviour and unprofessional for this type of customer service treatment, I urge Asos to please take serious action”

Helpful Report

Posted 2 years ago

“My account was hacked and when I disputed the charge Asos refunded me a partial refund for merch I NEVER Received. They actually have the merchandise BACK as proof from shipping states it was returned to seller and they are trying to charge me half the price. Shame on you Asos !!!”

Helpful Report

Posted 2 years ago

“Firstly, the positive reviews on this platform for ASOS are staff members having to do this as part of their daily tasks. ASOS was once a great shopping experience but in the past 5 years has deteriorated. So much so their Chief Executive Darrell Mercier who has been with ASOS for over 5 years has resigned. The operational service is extremely poor. I agree with the unsatisfied customers, the clothing is ok but the customer service is terrible. ASOS, shame on you. It is a case of too much too soon in terms of expansion. Any there other business coming up on your coat tail, so ASOS Watch out, and tighten up your ship.”

Helpful Report

Posted 2 years ago

Asos is rated 3.1 based on 2,087 reviews