Asos Reviews

Name: Asos
Rating: 3.04

3.0 Rating 2,130 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.0

Based on 2,130 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

“ASOS use Hermes to deliver, Hermes are a terrible delivery company. I will not use ASOS again. Until they use a better delivery company who don't constantly make excuses for why they couldn't deliver.”

Helpful Report

Posted 7 years ago

“REturned some items had an email and they’ve missed one off, live chat keep fobbing me off telling me to wait 24 hours I’ve waited 48 now, disappointed am a really good customer as well just want my refund back without stress!”

Helpful Report

Posted 7 years ago

“Parcel never turnt up on the expected delivery day, had a despatch email but turns out it never even left their warehouse. Have now been told I’ve got to wait another 7 days to hear what’s going on. Absolute joke”

Helpful Report

Posted 7 years ago

“Absolutely appalling customer service. Returns don't get properly recorded, and they will make you chase a return without giving you your money back. Don't shop there, it is a waste of your time and money.”

Helpful Report

Posted 7 years ago

“Shockingly poor service. Will never shop here again. Be warned!”

Helpful Report

Posted 7 years ago

“I ordered on 26 June at 11.26pm using next day delivery. The order was despatched on 27 June at 06.22am. Soon after I recieved 2 emails from both DPD saying my item would be delivered and from UK MAIL saying my item would be delivered in the evening. I was confused that I recieved 2 emails. My next day order never arrive. I called UK mail and they said it would be delivered on the 28 June istead as they hadn't received it yet. It didn't arrive on this day either. I contacted ASOS (28th June) to ask about my order and the agent was rude and cut me off when I asked for compensation and didn't sort my order out. I contacted ASOS once again at roughly 9pm and was told that my order would be delivered by 10pm or by the next day. I keep checking the tracking on both DPD and UK mail and neither say they have received the package or have any tracking after the line that says your parcel will be with us soon etc. Next day delivery has so far taken 3 days. I have been told it was delivered and signed by me at 6.30pm when I was in my room and window is next to the front door. So know one knocked at all.”

Helpful Report

Posted 7 years ago

“Terrible customer service! Only received automated responces and that took hours in it self. Tried twitter. Tried live chat. Only automated responce that didnt even relate to my questions. They say it will be 4 days until someone get back to me. Ridiculous!”

Helpful Report

Posted 7 years ago

“I ordered a dress for my daughters Prom- paid extra for next day delivery... dress never arrived. contacted ASOS and asked them where when it would be delivered they couldn't tell me- HERMES attempted delivery we weren't expecting them and weren't home- they left a card to say they would re-deliver the next day, My daughter waited in all day no one turned up. called and complained to Hayley in customer services I asked her to contact delivery company HERMES to find out when the dress would be delivered- she said they aren't able to contact their delivery company and I would have to do so online and speak to them virually- I told her this was not acceptable and I bought the dress from ASOS and they need to sort this out- asked to speak to the manager was put on hold for ages and then Hayley said there is no manager to speak to but someone would call me back within 1 hour ....8 days later still waiting for a call. DRESS ARRIVED 4 DAYS LATE NIGHT BEFORE PROM... THEY SENT THE WRONG SIZE... my daughter was devastated ruined her prom had to rush around and pay for yet another dress- still no refund yet. I AM NEVER USING THISCOMPANY AGAIN I WOULD ADVISE YOU TO DO THE SAME.”

Helpful Report

Posted 7 years ago

“I have used ASOS for years but I recently encountered a problem and the company was of NO help at all!! I did not receive my package for over a week! They did not issue refunds, even Amazon does better and they are valued at a lot more. Terrible customer service!! Customers beware...they will eventually disappoint you!”

Helpful Report

Posted 7 years ago

“I wouldn’t even waste my time on this company. The next day delivery service never happens. Just a waste of time and money. The customer services are full of excuses I think they have a sheet of them to read from.”

Helpful Report

Posted 7 years ago

“I ordered these shoes from ASOS: RAID Helena Grey Multi Buckle Grunge Flat Ankle Boots - Grey / UK 6 and within 4 months they had split nearly all the way accross the sole on the left shoe and starting to show the same damage on the right. Holes have appeared at the seams and where the fabric joins the sole - for the amount of money I paid for them this is unacceptable. This wouldnt have been so bad as it is reasonable to expect that this will happen from time to time but coupled with a customer service who responded to my varied and detailed questions with 'i do not have this information at hand' or 'this is decided else where' and repeats there of really gave a real sense of a distinct lack of caring ASOS has for their customers. Big slow clap for ASOS!! If customer reviews were allowed on their website I would post a lot of images of shocking quality shoes falling apart after only around 12 weeks of wear so I can see why they don't have that facility!! Very poor quality items and astoundingly dissapointing customer care!”

Helpful Report

Posted 7 years ago

“I am a petite girl and was thrilled to find a Petite section on Asos' website. Using the measurements of each item on the site, I put in an order I was very excited about, because by the measurements the clothing would fit perfectly! Needless to say, every single article of clothing was a completely different size than what was advertised on the site. I had to pay all of the shipping costs to return the items to them, and still 3 months later, I hadn't heard anything from the company. I tried to contact them to see about my return and refund, and they said they couldn't do anything about it and their customer service was very bland, unhelpful, and it seemed like the agent was basically copying and pasting paragraphs from a manual. Looking back, I definitely wish I didn't order with them, because a huge warning sign was that they don't allow customer reviews on their website. If they did allow reviews, I would have seen all of the awful things people are saying here, and steered clear of this terrible company. NEVER AGAIN, AVOID AT ALL COST!”

Helpful Report

Posted 7 years ago

“I ordered a pair of trainers,simple order. The pair came back a completely different size advertised on the website. I arranged a return as well as a new pair sent to me one size up with someone called Charlotte who CONFIRMED the size up order. Having already wasted my time dealing with this and also not getting my purchase on time when needed, they send me a pair that was exactly the same size as the first. THE WRONG SIZE....... Again, having to waste my time dealing with someone called Alice, who said she couldn't process a new pair for me to be sent next day because they still hadn't received the original WRONG ORDER. --- Alice advised me to order another PAIR??? then get a refund on it?? or wait until June 11 when they receive the original WRONG ORDER in the warehouse, so that I can get a new order processed. Which means I am going to... again have to deal with. I am exhausted and pretty much overwhelmed by the whole process and the "amazing" options given to me, like I have any other choice. What a waste of time, the product is not worth the headache.”

Helpful Report

Posted 7 years ago

“If I could give this company a negative star rating I would. The worse costumer service Ive ever dealt with. They send me wrong dress but tag says the name of dress i ordered, wrong size too. i call they tell me replacement takes 4 days i call to verify next day, now they are telling me 8 days. i paid for expedited shipping to have this dress for a wedding. They could careless. I wish I would of read the reviews bc i would NEVER have ordered from such a shady unprofessional company.”

Helpful Report

Posted 7 years ago

“ASOS does not believe in customer service! It has taken numerous emails (at least 15!) to try and resolve an exchange issue due to their sizing running on the smaller size. They will not honor the original price I paid and insist on charging more! Also, different customer service reps continuously respond to my emails so not one of them can not be held acccountable to finish my query from beginning to end. Despite being a student and proving proof to them, they will not issue the student discount code to me. They want to do business in the USA but don’t want to learn how we work over here. There is no phone number, email is the only way to reach out to the many reps who respond without taking ownership of your complaint. My issue has still not been resolved.”

Helpful Report

Posted 7 years ago

“Friends, I do not advise anyone to buy on Asos !!! I got into an unpleasant situation with order 331562162 - employees of the Asos warehouse were mistaken and instead of the 44th size shipped, they sent the 47th, and even in the packaging from the 45th (all photos in the attaché). This alone speaks volumes about the quality of their products ... They refuse to return money, they refuse to send a replacement. The support service for the carbon copy sends the same message that in order to return the money I must send them the goods back. I agree to go to the post office and bother with refunds, if this is my mistake with the size and the thing did not come up stupidly, but when the store makes a mistake - in normal places, money was immediately returned without any questions. Spending now my time and a month waiting for the sake of a thousand rubles I'm not going to, but I warn other customers about such a bawdy service! Quotation from the Asos support service: "We send a large number of parcels every day, and the staff of the dispatch department scan the barcode on the package and can not always check the correspondence of the goods inside.". Accordingly, what you actually send in the parcel - it is unknown.”

Helpful Report

Posted 7 years ago

“I am so upset to find that the birthday vouchers my friends got me were stolen back by asos without them even ever letting me use them. Also I had a bunch of a list vouchers they never even bothered to tlel me about. They kept it all a secret hidden on a page that is not easy to find so that you don't know about them. They have stolen about £100 in vouchers from me by deliberately not informing me of them, and not allowing me to add them to my orders. All my birthday gift cards my friends got me all gone....when I emaile dthem they blamed it on spam filters even though i have none set up and every single asos order email and promotional email has gotten through fine, all the emails they claimt o have sent about my vouchers do not exist, and they are dishonest and very very sneaky. So upset and after over a decade of using the site I will never shop again, they were very rude and would not even give me my birthday money back, they stole all of it and now lie through their teeth and making excus”

Helpful Report

Posted 7 years ago

“Paid money no order. Rubbish customer service.”

Helpful Report

Posted 7 years ago

“A month ago I placed an order for a few black summer dresses and paid for express shipping because I needed black clothes urgent. I have just lost a loved one, and where I come from we wear all black for at least a couple of months - I am not a very big fan of all black so I really needed some new clothes to get me by these couple of months. Unfortunately, four weeks on, my order never arrived despite my efforts to raise a flag almost as soon as I placed the order, as I knew that not receiving a tracking link within a few hours was bad news. Anyhow, customer care has apologized and advised me to place a replacement order, which I did. A week later I still haven't received a tracking link or my order. I have tried email but no one is replying. I have tried explaining that I really need black outfits and since apparently they cannot do the simple task of shipping an order, then they should at least give me back my money without further delay so I can go shop for black clothes. Nothing. They don't even care. It has now been a month and they still have my money (more than 200 pounds) and I still don't have any black clothes or money to go shop for some. I have tried being polite, even apologized after writing an angry email. I have tried reasoning with them. I have tried making them understand my situation hoping that they will be more sensitive. Nothing. Still no replies. Still no clothes. Still no refund. Asos online shop is incapable of letting people shop online. It's Russian roulette whether your order will be dispatched and it's a nightmare to get your hard earned money back. I have relied on them and they have let me down twice with no intention of fixing their mistake. Please avoid them. Do not make the same mistake as I did trusting them twice.”

Helpful Report

Posted 7 years ago

“There have been issues with delivery, which has resulted in my parcel never arriving. I am still waiting on a refund from ASOS. I don’t normally leave reviews, but felt feedback was needed. ASOS need to change their courier to someone other than DPD. Until they do I won’t be ordering from ASOS again”

Helpful Report

Posted 7 years ago

Asos is rated 3.0 based on 2,130 reviews