Asos Reviews

3.34 Rating 1,423 Reviews
59 %
of reviewers recommend Asos
Merchant Metrics
Shipping & Delivery
delivery methods
Courier, Postal Service
average delivery time
Over 7 Days
on-time delivery
Greater than 24%
accurate and undamaged orders
Greater than 75%
Customer Service
communication channels
Live Chat, Email, Telephone
queries resolved in
Under an hour
customer service
1.10 out of 5
Avg Email Response Time
2 minutes
Returns & Refunds
refunds process
Difficult
returns process
Could Be Better
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Order UGG boots from these clowns for collection from asda (toyou), in size 4 and 5 as I wasn’t sure about the size that is going to fit me. My husband picked the item, along with other package. When he brought the item home, we realised the package was open. Size 4 was missing when I checked. Contacted Asos, asked for replacement. There clowns are telling me the item was not missing, As if I am lying, then they also block my account and tell me they won’t be issuing a refund for that item. DO NOT RECOMMEND BUYING FROM THESE CLOWNS AT ALL!!!!
Helpful Report
Posted 18 hours ago
If only there were no stars, Asos do not deserve a star. This company took a U turn and became the most feared retailer. I had such an unprofessional misleading misinforming customer service ever in my life that I have never experienced before, I do not know where to start. I bought from Asos a top end of the budged shoes for my son, lasted only a few weeks. Contacted the Asos customer service who apologised and told me that I would be refunded on their return and provided me with a free return label. When I returned the shoes bavk to them on their instructions, I got a very impolite, unprofessional email with terrible grammar and spelling mistakes as if a 7 year old had written, saying that shoes had accessive wear and that they had posted the pair back to me. I contacted them and repeated that they had only been bought two months ago which was still in their extended Christmas return period, worn a few weeks to and from school, my son couldn't have the chance to over use them. I also told them that I had already been promised to be refunded due to them being defected and that they should honour their promise. I also called them, one hanged up on me; the other promised that manager will call me which they never materialised; another told me it's the warehouse decision who, apparently does not communicate with the customer service who asked me to return the shoes for a refund; another representative told me that she feels sorry for me and can see how wrong of them to say shoes have excessive wear instead of admitting its inferior quality. Next, I was instructed by them in an email again to send the shoes back to them to have another inspection who also provided another free return label. Shoes never arrived. So I contacted Asos asking why they haven't returned them so that I can repost them for a refund. Next, they get back to me to say that i was given wrong information by the previous adviser who told he to send them for a refund and that I can not return them back to Asos as once refund is rejected it will always be rejected and the free postage won't be possible to provide me with, and that my shoes was left with a neighbour (which their currier never had the curtesy of leaving us a notification that they are leaving the parcel at and which neighbour), I never instructed them by the way to leave my parcel with a neighbour who I don't know of. The neighbour they left the parcel with never brought it to us, as they must have assumed that we were lazy and couldnt bother to collect our own parcel from their house, thus we really had no idea of this. So Asos currier service is as bad as Asos customer service. Next, I confronted Asos customer service sending their previous email which read that Asos requested me to send the shoes back for re-inspection and provvided me with a free return label which contradicted their current email. ssying that free returns label couldn't be generated. No reply. Their silence is deafening. I cannot trust this company again. I bought another pair of shoes since from another company, I would rather that some other hard working and trustworthy company to earn my hard earned money then Asos. I am so spooked and disturbed by how they have treated me.
Helpful Report
Posted 2 days ago
Ordered for next day delivery to be delivered on the 12th of February for a meal out i booked for 13th of feb, comes to the day and no delivery update, i start a chat with asos online, and i’m told to wait and contact them tomorrow, and the same happened the day after, So i went to DPD instead, turns out the order is being delivered on the 14th And DPD hadn’t received it from asos, definitely not next day delivery what i paid for, i’d say don’t rely on asos if you definitely need it for a certain date always have a back up, very disappointed and confusing ordeal
Helpful Report
Posted 4 days ago
Horrible customer service. I am being held responsible for a package getting lost in transit when that has nothing to do with me. I have contacted this dumb chat several times over the past 2 weeks and not one person has been able to help me. I will never ever shop at asos again. Any other company would refund me the money regardless after 12 days of me returning the items with the return label in my package. I am EXTREMELY disappointed in this company. This is unacceptable and unprofessional. I can’t believe how horrible customer service is for such a large company. I even asked to speak to manager and the chat was just ended. I can’t believe how bad I was treated as a customer.
Helpful Report
Posted 4 days ago
Just look at the pic. For me item looks same, but why the price is different🤔 and it is not first time I see this.
Helpful Report
Posted 4 days ago
I ordered a dress in the sale for £9.50 (originally priced at £39), plus £3.50 delivery - so far, so good… It arrived - the overall quality of the "£40" plain grey woollen dress was appalling, the stitching was poor and it had white pieces of wool/fluff (?) sown in. Over the bust area it looked like it had marks/stains on it. I requested a refund and the reason for the returns, stating that I felt my postage should also be refunded as the dress was faulty. Customer services, did refund the price of the dress but did not contacted me with an apology, assurances that this is not their usual standard, refunded postage etc. I would not recommend and wished I had read the reviews online before wasting my time and ultimately my money.
Helpful Report
Posted 1 week ago
Bad customer service paid for free next day delivery for the year and can not forfill the service, i have just chated with them to say i ordered wensday (its now Saturday night) and all thay can say is wait till its been a week then recontact them and its not the first time its happened i asked for a refund as im paying for a service that they cant deliver and they've said no, cant talk to no one and everyone has the same power as i asked to chat with a manager.
Helpful Report
Posted 1 week ago
My order came in a damaged bag and one item was missing. I contacted the customer support and they asked me whether I´d like a refund or a replacement. I chose replacement and received the missing item only 3 days later, without any inconvenience and shipping cost. They even delivered a voucher card for hello fresh. Very professional support, super easy handled the case.
Helpful Report
Posted 1 week ago
don t want give me the invoice!
Helpful Report
Posted 1 week ago
DO NOT USE THIS COMPANY First time ordering from ASOS and I could not be more disappointed, they have just lost themselves a potential long time customer as I will never use them again. Made an order for next day delivery on the 30th January, it’s now the 3rd of February about to become the 4th and my order is no where to be seen. ASOS did not even send the shipment to the courier company until the 31st the day it was supposed to arrive. On top of that the courier company they use (Hermes ) is beyond atrocious, failed to make my delivery on the 2nd after they gave me a delivery time so I waited in and apparently the van “broke down” they assured me it would be sent the next working day and guess what ? Still no where to be seen. Absolutely disgraceful when I have payed extra for a NEXT day delivery. Their customer service is extremely unhelpful and offer no assistance or compensation, the courier company is also extremely unhelpful and will not even bother responding to try and make excuses. How they are still in business is beyond me, I order something from amazon Saturday night and it’s with me Sunday morning no extra charge. I would be bending over backwards to keep potential customers if I was in their position but they just do not care that’s basically the bottom line, when they tell me that I can expect my order later this week ! On a next day delivery just unbelievable. I will make sure that everyone I know will not ever order from this company, as they will just be wasting their money. Thank god for social media and being able to spread the word quickly and with evidence. It’s the least that they deserve. I will be requesting a full refund regardless of weather I get my stuff or not, I am not paying to be treated like this, they can see me in court if they think they are going to get a penny out of me. ASOS and Hermes deserve to be shut down.
Helpful Report
Posted 1 week ago
DO NOT USE THIS COMPANY First time ordering from ASOS and I could not be more disappointed, they have just lost themselves a potential long time customer as I will never use them again. Made an order for next day delivery on the 30th January, it’s now the 3rd of February about to become the 4th and my order is no where to be seen. ASOS did not even send the shipment to the courier company until the 31st the day it was supposed to arrive. On top of that the courier company they use (Hermes ) is beyond atrocious, failed to make my delivery on the 2nd after they gave me a delivery time so I waited in and apparently the van “broke down” they assured me it would be sent the next working day and guess what ? Still no where to be seen. Absolutely disgraceful when I have payed extra for a NEXT day delivery. Their customer service is extremely unhelpful and offer no assistance or compensation, the courier company is also extremely unhelpful and will not even bother responding to try and make excuses. How they are still in business is beyond me, I order something from amazon Saturday night and it’s with me Sunday morning no extra charge. I would be bending over backwards to keep potential customers if I was in their position but they just do not care that’s basically the bottom line, when they tell me that I can expect my order later this week ! On a next day delivery just unbelievable. I will make sure that everyone I know will not ever order from this company, as they will just be wasting their money. Thank god for social media and being able to spread the word quickly and with evidence. It’s the least that they deserve. I will be requesting a full refund regardless of weather I get my stuff or not, I am not paying to be treated like this, they can see me in court if they think they are going to get a penny out of me. ASOS and Hermes deserve to be shut down.
Helpful Report
Posted 1 week ago
FOR delivery went to wrong address and left card. I contacted ASOS, they took my number called me back, as I needed dress to wear that night. They promised driver would be back later to my correct addrsss, no show! Sunday, DPD again went to wrong address..I complained to CEO Nick Beighton, he ignored my e mail and just forwarded e mail to customer service. No apology...still not received parcel. What a joke ASOS is. Never will I buy from them again!
2 Helpful Report
Posted 1 week ago
Came on time
Helpful Report
Posted 2 weeks ago
A week after the promised delivery date, I was emailed to say that my order had been delivered. It was not delivered. After searching everywhere and waiting more, I called the ASOS helpline, who promised me a replacement. They did not deliver a replacement. It's been 2 months. Absolute waste of time and money.
Helpful Report
Posted 2 weeks ago
Today I wrote on Trustpilot a rating after weeks of frustration. It is interesting looking at the reviews on that site. There is a suspicious amount of 5 star ratings all praising their customer services, rather than praising the products. Why? Their customer service is shocking and many 1 star ratings relate to their handling of issues. If you open a case and exchange messages you will never get the same person twice. I have written on 1 issue of separate orders of trousers being 5inches short on the leg length. 3 pairs of different designs out of 5 pairs delivered were wrong and one was faulty. The more we criticise the customer service the more 5 star ratings they receive. Literally many each hour! Most of those as from people who have sent 1 review. That should tell you the reviews are ASOS written! We do not see the same picture on this site, so the ratings here are a better reflection of the true picture. However, looking at recent reviews, most are much lower than the 3.5 stars which suggests service is deteriorating. By the way I was told you cannot escalate to a Manager because the Manager is not trained to deal with customers. Furthermore, despite having 3 pairs wrongly labelled and delivered the warehouse informed customer service that they have no problem. They believe the warehouse rather than the photographic evidence I have provided. Shocking
1 Helpful Report
Posted 2 weeks ago
Went on the livechat to query why I had been only partially refunded for my FULLY returned order. Only to be told by the agent that i am not talking about the correct order when it is written in front of me and my ONLY purchase and how can i return an order BEFORE its delivered. Completely illiterate and unable to understand my concern. Terrible customer service and unhelpful staff !
Helpful Report
Posted 2 weeks ago
Unreliable return process and terrible customer service. You have to keep track of all items in your return and keep your return receipt even after they send an email confirmation that they received.
Helpful Report
Posted 2 weeks ago
Unreliable returns and terrible customer service. You need to keep track of all the items in your return and keep return receipts even after they send an email confirmation that they received the item. I shopped here for 10 years and will never again.
Helpful Report
Posted 2 weeks ago
Terrible company - I would not purchase anything EVER again from them. Returned an item to them and they refunded me LESS than I actually paid for it and it took them nearly a month to give me the refund. Still waiting to get the remainder of that refund that I am owed to me since December last year. Terrible service all round - buy somewhere else - DO NOT waste your money here.
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Posted 3 weeks ago
delivery never on time. very bad customer service after the delivery.
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Posted 3 weeks ago
Asos is rated 3.34 based on 1,423 reviews