Asos Reviews

Name: Asos
Rating: 3.03

3.0 Rating 2,140 Reviews

51 %

of reviewers recommend Asos

Company Reviews

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Metrics

3.0

Based on 2,140 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
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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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

“I would STRONGLY advise people to steer very clear of ASOS if you would like to receive your item or at very least, keep your money secure. I ordered a very expensive item on the 23rd July this year, as a birthday present for my sister, the date of which is fast approaching. Hermes was used to deliver the item (first mistake on ASOS's part as this company is notoriously awful). I expected the delivery yesterday afternoon, which I waited in for. It didn't arrive so I checked the tracking details. I noticed, very oddly, that the driver had requested a return to sender before even attempting delivery. I can only assume he/she was running late on their day's deliveries so just thought 'ah well, scrap that one, save a bit of time'. The item was then apparently sent back to ASOS without even letting me know. I contacted ASOS about this matter, explaining that obviously, this is not my fault as I was in the house all day and no delivery attempt was even made. They then told me (via clearly scripted messages) that I would have to wait 12 days or more for them to get the item back and then refund my money or resend it. This is completely unacceptable as I have had my money taken (and not a small amount either) through NO fault of my own! They are now just saying they refuse to do anything to help me and to top it all, cut me off on the chat, saying 'I can't help you, so I'm going now'. I've never known customer service quite this shocking EVER. I get that the problem may lie mostly with Hermes' lazy delivery drivers, however, it was not my choice nor knowledge to use Hermes, so I expected at the very least, for ASOS to say 'okay so this isn't your fault, so we will round you immediately and take this up with Hermes'. But instead, I just get fobbed off. Luckily (the only saving grace here) I paid via PayPal who have listened, taken my side of the argument and opened a case for me and have taken the money back from PayPal (up yours ASOS! :D) but obviously I do have to wait a few days before I will get it back. Just say clear of this cowboy company people :)”

Helpful Report

Posted 7 years ago

“Their business professionalism is highly disappointing and their customer service is extremely poor. I had ordered an item for next day delivery and not only did it arrive in the wrong size but I did not get a refund for my Next-day delivery fee. I do not expect this from, what seems, a well established company. I will NOT be shopping with Asos again.”

Helpful Report

Posted 7 years ago

“Asos is fine until something goes wrong and then you have to rely on the most appalling level of customer service I have ever seen. I have (or rather had) an account with Asos set up with £9.95 next day delivery and ordered some items to my workplace I absolutely had to have for the weekend. Nothing turned up that day and I then got a text to say that I had requested a change of date and my items would be turning up at my office on Saturday - I don’t work on a Saturday, so this was of no use to me! I called DPD in regards to the delivery who told me that Asos had requested this change and to contact them. When I contacted Asos they were entirely unhelpful and told me I had to deal directly with DPD and change the delivery location myself. I went back to DPD who told me that Asos have a lock on changing the delivery address and therefore I had to speak to them. When I returned to the online chat with Asos, the customer service rep (that’s you, “Charlotte”) abruptly terminated the conversation with me! I then started a new chat where it was finally established that you Asos won’t allow you to change the location of the order other to click and collect at a shop in the vicinity of the original delivery location - absolutely useless! I had no choice but to cancel the order and order a new one to my house for the next day (Asos refused to guarantee they could get it for the morning so I had to take a risk). This also meant I was £400 down at this point with nothing to show for it. Then on the Saturday I received a further text from DPD to tell me they had tried to deliver my order to my workplace on Saturday and I wasn’t in, so they were going to try again on Monday. I contacted Asos to find out what the status was and the customer service couldn’t tell me. *sigh* so used to this level of incompetence at this point, I just said to them, fine, just deliver it and I’ll return it. The order didn’t turn up and Dpd told me they had no idea what was happening - you’ll find this is the general vibe of the entire operation - so I just gave up at this point and thought I’ll wait and see what happens. I finally get an email to say they’ve received my order back and I will get a refund in 5 - 10 working days - hooray! When I tried to log into Asos to check the status...would you believe it, as a final thank you, they’ve blocked my account - no explantation, no opportunity to contact them, just blocked. I don’t wish to use their miserable company again, but they should allow me the opportunity to properly terminate my account (remove card details etc) and confirm to me they are no longer charging me an annual £9.95 for next day delivery - otherwise seems a bit crookish to me - I have found the whole experience beyond awful and would highly recommend people use this company sparingly until their customer service is properly up and running.”

Helpful Report

Posted 7 years ago

“Overall rating: bad. Slow to send out and return items during sales. Generic customer service responses where the assistant clearly hasn't read a single thing youve written. 3 out of 5 of my orders were part or fully cancelled because items because they were no longer in stock (after several days). When asking for a replacement item due to a product fault, incorrectly told a new one was on the way. Instead they processed a refund, and they were out of stock. I would've kept the item if I'd known. Customer service for an internet company is so important. Why have they got it so wrong!?”

Helpful Report

Posted 7 years ago

“Customer service is beyond awful. Parcel never turned up and they string you along for ages when you chase them. The order was due on the 6th; I first chased them on the 7th and their response was that there has been a delay with the courier and that I could expect it by the 17th. I phoned again around 4pm on the 17th and it was "too early - I should call after 10pm, the tracking page just hasn't updated". On the 18th they said they had passed it over to the specialist team, and they would be in touch within the next 7 days. Did live chat today (25th) and as it is the 7th day they say I need to wait until after 2359 tonight. All this time they have my money and I do not not have my goods.”

Helpful Report

Posted 7 years ago

“terrible customer service, still waiting for my exchange order after 1 month and they ignore emails and requests, dont even refund my money, never buy from asos anymore”

Helpful Report

Posted 7 years ago

“WARNING Worst costumer service I have ever experienced. Still waiting on my refund after I returned some clothes two months ago. Have emailed, live chat and Facebook messageed them. It takes days to get a single reply and each worker has said the specialist will contact me within 72 hours. I still have not had any message from their 'specialist'. I'm not going to stop contacting them until I get my money back and will never use their services again!”

Helpful Report

Posted 7 years ago

“ZERO STAR!!! I paid for a premier delivery service to have my item delivered the next day - My pair of trousers NEVER turned up the next day, i had to chase them up myself. DON'T BOTHER with premier delivery a.k.a NEXT day service. Not only was my item LATE for delivery, they sent me the WRONG item! When i phoned to ask about how to return the item, apparently, I'm to wait for 17 DAYS for someone to get back to me! - 17 DAYS!!! WORST customer service and the WORST after sales service. AVOID at all cost!!!”

Helpful Report

Posted 7 years ago

“Goods not delivered and then request for a refund ignored by the terrible customer service team. Total scam”

Helpful Report

Posted 7 years ago

“If you want peace of mind and treated with respect, shop some where else. Use to rate ASOS really highly, not anymore. Popularity + ASOS= drastic decrease in standards. One particular customer care staff could not be bother to try to pronounce my name even after being corrected. A senior staff response was this person is not a native English speaker. Really!!!! I guess once they have ypur money you're just an order number, not point getting your name right. Disappointing to say the least.”

Helpful Report

Posted 7 years ago

“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

Asos is rated 3.0 based on 2,140 reviews