Asos Reviews

Name: Asos
Rating: 3.05

3.1 Rating 2,127 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.1

Based on 2,127 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

“Extremely unhappy about your service and way how could I receive any advice. Placed order on 28/12/2021 and ordered items, paying with PayPal. Never received confirmation, but money was frozen on my bank account. After several contacts trough chat and sending emails with no response, 2 days later I decided to call you. What I heard back was that it sometimes happens when clients are using PayPal that the order is not processed, and now I should wait a full 48h to receive my money back. The order will not be processed, and I'm stuck now with no items as they are out of stock after 2 days and I do not have presents that I was requested to purchase. There should be no option for PayPal on your web, or info for clients that when using PayPal you might never receive your order. They can freeze your money for a few days and do not provide a service. After 3 days, email from customer service that my email address is not registered with ASOS, (screenshots of me being logged in provided in the initial email) Definitely would not recommend using this website to anyone.”

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Posted 3 years ago

“Liars and time wasters will never use again”

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Posted 3 years ago

“Horrible experience- I ordered an e gift voucher for my daughters birthday and they never sent it After multiple “escalations” I had to finally file a dispute with my bank to recover the funds”

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Posted 3 years ago

“Absolutely horrible experience! This was my first order with asos & it will be my last ! Ordered some trainers for my niece & had my order confirmed . A couple of days later I was told it was running late but I would have it soon . Then a few more days after that they emailed to say my order wasn't in stock & have refunded me ! It's incredibly unprofessional, it's left me livid ! Just the standard automated sorry nonsense ! It's not good enough, I will be sure to highlight this farce on every review site possible & on every social media platform !”

Asos 1 star review on 27th December 2021

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Posted 3 years ago

“Terrible customer service, warehouse thefts that they pretend is the customers' fault, lost goods, money not refunded. They breach consumer credit act and don't refund when legally required”

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Posted 3 years ago

“Worse company out there! If you have a problem with your order don’t expect a quick solution. They do not have an email or phone number, only option is to contact on chat, then after you get through after maybe an hour, they’ll tell you they’re passing it onto a specialist team who will contact you within 48 hours, after 3 days you’ll contact back and then they’ll tell you the same thing, only that this time they will for sure contact you back within 48 hours Waiting continues … They do not care about customers.”

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Posted 3 years ago

“They charge cash on delivery and lie about this. They say it is taxes but this is not true as per canada post. Missing item from order. Very poor customer service.”

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Posted 3 years ago

“Order not received, several virtual conversations later ASOS agreed to replace the order but only put half the order through as a replacement. Now got to try and speak to someone to sort this again, which is just about impossible!”

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Posted 3 years ago

“Ordered weeks ago! ASOS emailed me to say they changed my address ( to an entirely different county- no reason why!).. I have contacted them neumerous times to see what’s happening and I’m getting nowhere and my money still hasn’t been refunded, this is weeks going on. Can only contact a webchat. No items and down almost €100 with 1week to Christmas now. No help. Disgraceful service! Stay away!”

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Posted 3 years ago

“Was given a refund for an item they have confirmed themselves is in stock. Situation handled very poorly”

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Posted 3 years ago

“Hi, I made an order since 38 days and not yet delivered. I sent an email to asos customers care and after 8 days they did not received any feedback, and before that i contacted 6 live chat support agents but none of them resolved my problem.... and after all that time i have wasted, they cancelled my order without my permission. I guess ASOS should be considered an app from a 3rd world country. They are unprofessional at all. Best regards,”

Helpful Report

Posted 3 years ago

“I ordered 2 pair of shoes, tried them at home and did not like them and decide to send them right back. One was $24 and the other $64. They reimbursed me $23 and told me that the other one has been worn and they couldn’t reimbursed me and going to send them back. They just deliberately ignore my right to be reimbursed. Do not order from them they are gonna steal from you. I wish I read the reviews before I ordered. Never again !”

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Posted 3 years ago

“Mandan los productos en mal estado y rotos, no recomendable. Compre un cinturon valentino y vino todo roto.”

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Posted 3 years ago

“I had accidentally entered the wrong address for my order and they will not let you change that once the order is placed. You also aren't allowed to cancel the order after a specified time. I did not realize this and tried to tell customer service and the response was either hope they mail it back to asos or GO TO THE STRANGE ADDRESS AND HOPE THEY LET ME HAVE MY PACKAGE. Yes a customer service representative actually told me that this was an option that I had. That is wildly unsafe advice and this representative should be fired. Never order from a site that won't let you cancel the order. That's robbery.”

Helpful Report

Posted 3 years ago

“First and Last time!! Parcel got delivered in a safe place which was never provided. Parcel was stolen by a junkie and reported to police. CCTV and crime references provided to Asos. I was asked 100 times “is the parcel with a neighbour?” “Are you sure you checked everywhere?” Like a FKNG IDIOT or a 5 year old!!! All of this whilst I sent the CCTV images of the parcel being stolen and a police reference and after having to mention multiple times the parcel was stolen. Got told to get in touch after 48 hours for Hermes to conclude investigation. 48 hrs later Asos claims 48 hrs have not elapsed yet (they must be on a different time dimension) and to contact them next day for a replacement. Next day I had to explain everything again like an idiot I was asked the same questions again. I was told once again to wait and wait… I asked over and over to speak to a manager and I was told we appreciate your feedback and will work to improve our service… NO! I want to speak to a manager I dont care about your internal feedback!!!! After an hour chat with a customer service rep with the customer service skills of a peanut I finally got transferred to a manager (the only normal and helpful person Raquel) which told me if I still didn’t hear back by the next day to get in touch again for a replacement/refund. Today got in touch for the replacement… most items are now out of stock because I had to wait for the hermes investigation which guess what? 5 days later is still open…. (Shock!) and one item was not available in size M anymore, so I asked to replace in size S but… NOPE! They can’t do that! HAHAH they can’t replace in a different size… OMG ABOUT TO LOOSE MY S***T OUT OF MY ASOSLE soon!!!! NEVER AGAIN NEVER NEVER NEVER MOST AWFUL CUSTOMER SERVICE EVER! I own 3 businesses and I am also a customer service manager for a major european company… I am shocked by the service provided. Excuse the capitals and the swearing but oh my… I needed to get it off my chest!”

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Posted 3 years ago

“I ordered a jacket and got next day delivery and paid extra for it. It has now been over a week and the jacket is still nowhere to be found. The original package that was sent out was damaged and got lost. I have spoken to ASOS 8 times and every time, the customer service team simply lie and say that the package will be delivered “today or tomorrow” just to get rid of me. As the original package was lost by Hermes, ASOS sent out a second package which again, is nowhere to be seen and they are sending me false information daily. Very appalled with the customer service team as no one has been able to sort out my issue and they clearly do not care about their customers. Worst company and i will not be coming back or recommending ASOS.”

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Posted 3 years ago

“Terrible customer service. My credit card was cancelled and wanted to return an item. So I contacted customer care and they advsied to retune it after a specific date and I will receive the refund as a gift card instead if being refunded to the cancelled credit card. So i returned it according to the date that they advised, but asos did the opposite and refunded it to the cancelled credit card. I had to contact them so many times and explain the issue all over again each time. It was never solved as Asos said that they understand my concern and after explaiing many times, they admitted that it was their mistake, but tole me that there is nothing that they can do about it and they can only advise me to contact Paypal and ask them to try and solve it! So they admitted that it was their mistake but did absolutely nothing about it! This is the worst customer experience ever. It's too sad to see how their customer service has become.”

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Posted 3 years ago

“Horrible Customer Service! I ordered several items in May 2021 and to date, i have still not received my order. Customer Service have told me that there is nothing they can do to assist me since its past 5 months since my order date ! They unable to even give me details of the courier company ...Unbelievable!!!”

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Posted 3 years ago

“If there is a 0 star I would put that. Ordered a few dresses for a wedding on May 29 and they send wrong items and returned the products 0n June 23 and when I contacted cc they sent a voucher of 143.64 euro and since then am contacting the cc almost every day regarding the refund, and each time I have explain them what happened right from the start, takes minimum of 2 hours chat. Every time they say return is on its way and now its 4 months and no sign. Two weeks ago a cc agent gave me different order number and a date and said oh your refund is successfully how could it be a successful refund when Its not my order and when they sent it to someone else. Then she took my PayPal details and said once they receive it I will get my refund, and no sign yet, to be honest, she was a very good cc agent had good patience to go back and find what happened ( all others were like, oh your refund is on its way) . If I try to chat with the cc team, they just end the conversation without any explanation, its not once or twice its happening recurrently The worst cc I have ever experienced!!!!”

Asos 1 star review on 4th September 2021

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Posted 3 years ago

“If there is less than one star i will put I ordered my order in 7 august they out for me deliver Date 30tg august usually when i order I received my items earlier so i book my toket 1 september to go home the order was 1400 aed gifts for my family i keep following my order in 20th august I received mail from APG that i meed to pay customto get my oreder i paid 29 pounds and my order status stay the same i called APG SERVAL TIME. They said the have problem to scan my order o try to cantct ASOS they said you need to follow with im buying from asos so they should be the one finding solutions for till today my order still inUK and no one helping to find out whats the issue really really dispointed I don’t advixe to buy from them cause after you pay your oreder it’s only your problem!”

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Posted 3 years ago

Asos is rated 3.1 based on 2,127 reviews