ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
1238
33% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

Summary

Discover the latest in women's fashion and men's clothing online with ASOS. Are you a regular shopper? Submit your review and tell us what you think about the site.
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★☆☆☆☆

“Why I am still waiting ”

Written on: 10/03/2015 by Adenm78 (1 review written)

Asos delivery services is highly shocking and disgusting. Why am I still waiting for my product. Asos is so rubbish I will never reccomand anyone if this is how I have to wait for a item.... WHY I'M I STILL WAITING !!!!… Read Full Review

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Asos.com's Comment

Written on: 10/03/2015

Sorry to hear you're still waiting for your product. We'd like to help you ASAP on this one. Please contact us so we can get on the case. Alternately you can tweet or Facebook private message on us our ASOS page. We'll be more than happy to look into this for you. ASOS Laura

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★☆☆☆☆

“Poor customer service and terrible return/exchange policy”

Written on: 09/03/2015 by wxHall81 (1 review written)

It sucks that because of sizing issues you have to completely return an item wait for the refund and reorder the same item in a different size. Not everyone has a lot of extra money lying around to do multiple orders. I do not understand why they do not do exchanges. That is such a bad company policy that should be looked into and revised… Read Full Review

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Asos.com's Comment

Written on: 09/03/2015

Thanks for taking the time to post your review, all feedback, good or bad is always greatly appreciated and helps towards our aim to continually improve the overall experience for our lovely customers. We'll be sure to pass on your feedback to the relevant department. If you're ever unsure on our sizing just drop us a email or get in touch via one of our social media sites and we'll do our very best to give you as much info prior to the purchase as poss. ASOS Emma

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Interfere's Comment

Written on: 14/03/2015

Waiting for an exchange is better than having to spend double the money for a given period of time. You people just don't want to be bothered to process exchanges plain and simple. Your excuses as a company are deplorable and doesn't exist here in the US. Stop selling in the US if you can't be bothered to do the business right.

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Asos.com's Comment

Written on: 10/03/2015

So sorry to hear this. Sadly depending on which country your ordering from we've found that it can take too long for our international customers to wait for an exchange so this is why we offer only refunds as this makes the process of grabbing the right size that little bit quicker for you. As for the sizing we're so sorry to hear you're sizes weren't quite right. We have very handy size guides on the site for all our ASOS branded goods. If you're looking for the size of another brand we can also help with this. You can reach us via our help and contact page. Alternatively you can also reach us via our Facebook and Twitter page. We're always happy to help.

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Interfere's Comment

Written on: 14/03/2015

1. You need to be specify if brands run small. Your US 0 I believe is still smaller than a 00 here in the US. Check your sizing chart. It is not comparable. What you call a US 2 is what a normal, greatly"universal" US 00.

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Asos.com's Comment

Written on: 10/03/2015

So sorry to hear this. Sadly depending on which country your ordering from we've found that it can take too long for our international customers to wait for an exchange so this is why we offer only refunds as this makes the process of grabbing the right size that little bit quicker for you. As for the sizing we're so sorry to hear you're sizes weren't quite right. We have very handy size guides on the site for all our ASOS branded goods. If you're looking for the size of another brand we can also help with this. You can reach us via our help and contact page. Alternatively you can also reach us via our Facebook and Twitter page. We're always happy to help.

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★☆☆☆☆

“So disappointed ”

Written on: 27/02/2015 by Tfinch (1 review written)

I have always liked the clothes on Asos and when I started my online search for a dress for my friends wedding I went to the website and ordered three dresses. They arrived on time but when I open the package there was no sales slip or invoice or anything inside which I thought was strange and one of the dresses reeked of perfume ( like it had been worn before) anyways none of them fit correctly, so I tried to return them there was no packing slip with a return label inside of the package but… Read Full Review

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Asos.com's Response to Tfinch's Review

Written on: 28/02/2015

Hello, here at ASOS we genuinely do love our customers and aim to deliver the absolute best customer experience each and every time as well as providing great quality products. I'm truly sorry that on this occasion this hasn't been the case. If you could pop us over a private message to us on Facebook I'll be more than happy to get this sorted & make it up to you. ASOS Zoe H

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Asos.com's Response to Tfinch's Review

Written on: 02/03/2015

Hi there- thank you for taking the time to write this review, even if it is to express your feelings of being let down by us, for which I'm very sorry for and can understand as a result of this regrettable situation. Its a concern to hear that you received your parcel without any invoice or returns note - this isn't our style so we'll put it down to human error but will be something I'll need to address further with our warehouse. I'm sorry also that you find our Help pages not user friendly. We have some self help on our contact form to try and aid our much valued customers as quickly and efficiently as possible- sorry you didn't feel this. We also have social media contact channels should you find it easier to contact us there, check out to on our Help pages. We don't have a contact number and handle Customer queries via online. With regard to getting a new returns labels, we have to request a new one to be sent via email so its strange that you didn't receive it as promised, did you check your junk/spam folder in case? When we replied to let you know a new label had been requested, we thought that would be sorted for you so indeed closed the query, which is why you were asked to start a new one- We will reply to your email as soon as we can. Meanwhile, please trust that being a customer who benefits from a Free Returns service, we'd never expect for you to pay for a return however, our returns team don't have the facility to refund postage costs so so please do contact us again so we can try again with sending a new label or indeed talk about how to get around this and ensure you don't pay for your return. Send a message with details of this one along with your order number so we can help get this sorted for you and hopefully restore your faith in our Customer Care and confidence in ordering with us. Thanks for your time. ASOS Natasha.

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★☆☆☆☆

“1 star is too much! ”

Written on: 18/02/2015 by Bethfog (3 reviews written)

ASOS used to be brilliant, i used to rave about them so much, everything(apart from the odd glitch which i don't mind) was seamless, excellent clothes that arrived on time & what you ordered, you got! - however....the past year they have nosedived & now i would consider them to be absolutely terrible. you place orders now & they either take your order/money & then email saying sorry the item is out of stock - surely a huge company like ASOS would have a more intelligent live stock control… Read Full Review

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Asos.com's Response to Bethfog's Review

Written on: 18/02/2015

Hey, we're sorry to hear that your opinion has changed so much recently! We do find that stock hiccups do happen occasionally, and we are working with our warehouse to put the best systems in place to avoid this all together! If there is an incorrect item or late delivery you'd like to chat with us about, please pop me a tweet @ASOS_HeretoHelp or Facebook private message on our ASOS page and I'd be more than happy to look into these for you. ASOS Kym

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★☆☆☆☆

“Horrible Service! No One Buy From ASOS!!!!!!!!!”

Written on: 07/02/2015 by Diazcl434 (1 review written)

I ordered a set of bracelets for his birthday, used a coupon code from Unidays, and was excited because I knew he would love it. I ordered the bracelets 4 weeks in advance. It took a week for the package to get here, and when I opened it, it was an ugly black watch. I sent in a query on the website saying that I had received the wrong item, they got back to me in a reasonable time and the first customer care associate was nice, but I was upset that the company refused to compensate me in any… Read Full Review

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Asos.com's Comment

Written on: 07/02/2015

Hi, I'm really sorry to hear of the issues you've had with getting the correct order for your boyfriend's birthday. I realise how frustration this whole situation must have been for you. Our email system will close down queries that you haven't responded to in a number of days - we hadn't meant to suggest that the issue was resolved. If you ever have issues getting in touch via email then we have both Facebook and Twitter as alternative ways to contact us. ASOS Ian

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★☆☆☆☆

“Very bad service”

Written on: 07/02/2015 by srvanamersfoort (1 review written)

No response at all to follow up on a return and no refund. The fact that they do not offer a customer "service" phone number is maybe a sign that they prefer to ignore customers and can better delete "service"… Read Full Review

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Asos.com's Response to srvanamersfoort's Review

Written on: 07/02/2015

Hi, I'm really sorry to hear you're still waiting for this to be sorted out. We don't have a phone number as we're all online - we're here to help via email, facebook and twitter. So we can check on this and make sure your query is resolved without any further delay, please could you drop us another message on the platform you've previously used, so we can see all the previous query information and get straight on the case. Looking forward to getting this sorted for you soon. ASOS Tara

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Emmavanamersfoort's reply to Asos.com's Comment

Written on: 14/02/2015

It's about order number 1080069 returned 11 December. However still waiting for the refund and no reply at all on several queries. Could you please arrange the refund next week ?
Thank you

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Asos.com's reply to Emmavanamersfoort's Comment

Written on: 16/02/2015

Hi, please don't worry, if you could pop over your order details and email to us via email, Twitter or Facebook we'll get this looked into and sorted for you. To contact via email, you can find us on our 'Help & Contact' page on the website. ASOS Katie

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Asos.com's reply to Emmavanamersfoort's Comment

Written on: 17/02/2015

Hey, if you get in touch with us via Facebook or Twitter, we will be able to get back to you a lot quicker and we will get this resolved asap. We really look forward to hearing from you. ASOS Amber H

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Stephanus's reply to Asos.com's Comment

Written on: 17/02/2015

I sent the information about the return of the ordernummer 131080069 already many times with all details. Please send the refund or give me a call this week.

Thanks

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Asos.com's reply to Stephanus's Comment

Written on: 18/02/2015

Hey Stephanus, we'll pick things up with you in your private messages and discuss your order there. ASOS Kym

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Stephanus's reply to Asos.com's Comment

Written on: 19/02/2015

Which private message ? I just need confirmation when I can expect my refund. Please take care of it, as you promised to "get straight on the case".
Thank you

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Asos.com's reply to Stephanus's Comment

Written on: 20/02/2015

Hey, I've just sent you an email about your order - I hope this helps! ASOS Caroline

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Stephanus's reply to Asos.com's Comment

Written on: 20/02/2015

My daugther confirmed receipt of your email. I hope she will soon finally receive the refund where she is waiting for since 11 Dec.
As her father and for future orders I would appreciate to understand why this was not settled straight away and none of the previous queries were answered.
Thank you

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Asos.com's reply to Stephanus's Comment

Written on: 22/02/2015

Sorry I can't discuss somebody else's account with you due to data protection rules. If your daughter would like to follow up on this then I would advise her to reply to our email. Thanks. ASOS Ian

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Stephanus's reply to Asos.com's Comment

Written on: 23/02/2015

Your reply and clarification would be much appreciated. Avoiding protection rules, you can send her this explanation direct.

Thank you

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★★★★★

“Fantastic service”

Written on: 06/02/2015 by 219Lamont (1 review written)

I would like to thank ASOS for exceptional service. I ordered swimsuits in October for South Africa's summer season and due to local postal strikes I never received the items. Monday I sent ASOS an email, asking for a refund and without any trouble I received a friendly and apologetic letter wherein they approved my request (although the mistake was not even theirs). Today I received the payment. Thank you so much, I will definitely order again (after all the strikes). :)… Read Full Review

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Asos.com's Comment

Written on: 06/02/2015

Hey, thanks for your lovely feedback! We'll look forward to seeing you shop with us again. ASOS Lauren

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★★★★★

“Fast shipping”

Written on: 05/02/2015 by janninho93 (1 review written)

Good products, cheap and fast international shipping… Read Full Review

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Asos.com's Response to janninho93's Review

Written on: 05/02/2015

Hey thanks for the feedback, hope to see you shopping with us again. ASOS David

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★☆☆☆☆

“Would you recommend to a friend? -- HELL NO ”

Written on: 04/02/2015 by Lucianay351 (1 review written)

Excuse the profanity but if I could score this as a 0 I would. Now, I placed one order in December for a long winter coat. Considering that it was the holiday season, I didn't expect a prompt delivery. I eventually received my jacket nearly 4 weeks later. I was happy with my purchase and I didn't break the bank! So I thought hey, why not purchase a few sweaters? They were having an amazing 70% sale, so I thought why not. That order was placed on 01/11 I was told that ETA should be for… Read Full Review

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Asos.com's Comment

Written on: 04/02/2015

Hi, I'm really sorry you've been waiting so long for your items to arrive. Occasionally there are delays that we have no control over but we do ask that you wait the timeframe we've given before we can consider a parcel lost as it could still arrive with you. If you still need help with your issue then you can get in touch via our help page or as a private message through Facebook or Twitter. ASOS Ian

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Asos.com's Comment

Written on: 05/02/2015

Hey, really sorry to hear about the problems you've had receiving your goodies! I can completely understand your frustration and would like to get this resolved for you ASAP - especially as you've been waiting so long! Could you please fire your order details and account email address over to us through either email, Facebook or Twitter and I'll get the case for you. Look forward to resolving this for you soon! ASOS Nathan.

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★★★☆☆

“Asos customer service”

Written on: 30/01/2015 by lesley11961 (1 review written)

I have ordered a great deal from Asos and have always really liked the cloths and other items I have had from them. That is until my last shipment arrived which was for stuff I had not ordered. I went to their website to see if I could find a telephone number to call them on but i could not find one. So I searched the web  and rang the number which I called and to my amazement I was speaking to someone at Asos. My question is why dont they show it on their site? Anyway the customer service… Read Full Review

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Asos.com's Response to lesley11961's Review

Written on: 05/02/2015

Hello, thanks for taking the time to write a positive review on your experience with us, even after there was a slight mix up with your order. I'm sorry for any confusion as to why there's not a telephone number detailed on our site as a point of contact. Its because as an Internet retailer we handle our customer care queries as such. We have advisors waiting to answer emails and we're on social media too so you can contact us via Facebook and Twitter. If you'd ever prefer to discuss something with us on the telephone, by all means, pop us a message with a request for a call and we'll get that arranged for you (which'll save you costs- bonus!) I'm glad the issue was efficiently corrected and didn't tarnish your views of our commitment to continually strive to offer the Best and Highest level of Customer Care. Thanks again. ASOS Natasha.

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★★★★★

“Awesome experience”

Written on: 29/01/2015 by stellulah (1 review written)

I've ordered heaps from ASOS, never received the wrong items, wrong sizes or anything like that. Quality is good (depending on what you get) and super stylish. I will say that returns/exchanges from Australia aren't the best, considering you have to pay for shipping back then have to re-order, they don't handle it for you. Other than that, absolutely love ASOS and will continue to shop there… Read Full Review

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Asos.com's Response to stellulah's Review

Written on: 30/01/2015

Thanks for taking the time to write such a lovely review - I'm really pleased that you've had a great shopping experience with us so far. With regards to returning your order from Australia, we do offer Free returns if you sign up for ASOS Premier. It does cost $39 a year but with that you get free Express + Standard shipping as well as returns. You also get sale previews and exclusive codes - I would say it's defo worth it considering how much you could save on delivery and return charges. Also with regards to Refunds vs Exchanges, we found that as returns can take up 10 working days to get back to us, you could be waiting a long time for a replacement order which we're not even guaranteed to still stock. Therefore we only offer refunds, which means you would need to place a new order for a different size. This means you get the correct item a lot quicker. Remember we are always hear to help, so if you do ever need a hand you can get hold of us on Facebook, by Tweeting or emailing through our help page. ASOS Leyanne

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★☆☆☆☆

“Worse ever”

Written on: 21/01/2015 by Gemman87 (1 review written)

Ordered 3 items and waited 3 weeks with no communication from customer services and then got told my order was on its way, then phoned as hadn't turnt up again for them to then tell me the courier had stolen my parcel and it was the last stock of them I then asked for a refund Asap which then customer service were rude and said I would have to wait 10 days and what a shame it happened as the stuff I ordered were lovely talk about make me more angry by it. Staff are rude there's no… Read Full Review

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Asos.com's Response to Gemman87's Review

Written on: 21/01/2015

Really sorry to hear you've had a bad experience with us - that's not what we like to hear at all. We would never intentionally be rude to you and it sounds like this was an issue with the courier company. If you'd like us to look into this further then please get in touch via our help page or as a private message through Facebook or Twitter. ASOS Ian

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★★★★☆

“Okay!”

Written on: 19/01/2015 by LindaRees327 (1 review written)

I have never experienced a delay in my deliveries and the only bad experience I've had was when a random item of clothing was delivered to me instead of the one I ordered. The other day there was a fault in my order (specifically, a tear in the trousers), I called the customer service and they arranged for a replacement to be sent out to me immediately without a problem. I received the replacement 2 days later, very impressed! Overall, as I am not a regular buyer from ASOS, I cannot comment… Read Full Review

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Asos.com's Comment

Written on: 20/01/2015

Hey, thanks for taking the time to write a review. Glad we've been able to help out when you've had a problem. ASOS Gayle

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★☆☆☆☆

“WORST SERVICE EVER, ITEMS MISSING, NO CUSTOMER SERVICE,”

Written on: 19/01/2015

ASOS are undeniably the worst service i have received from any company! Their poor excuse for customer service has got me astounded. I did not know a company was capable of such poor service. I placed an order, when the order arrived two main items were missing (jackets for a ski holiday in Christmas). I Then returned the rest of the items via ASOS collection service (Hermes) it has been over a month and I have still not received a refund for the jackets or the items that have been returned… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Hey, sorry to hear about the problems you've had and our emails haven't been helping and resolving your query! I'd like to get this sorted out for you ASAP. Can you please either get back to me through email, Twitter or Facebook with your order details and email address and I'll get this resolved for you straight away. ASOS Nathan.

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★☆☆☆☆

“Items not delivered and poor customer services”

Written on: 19/01/2015 by 420Doherty (1 review written)

Items not delivered, exceeded delivery date by more one and a half month to date. Emails to Asos received general replies,not reply to questions asked ie, very impersonal replies. Very poor customer service. Not worth purchasing from Asos as non-delivery of items purchased… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Sorry to hear that you're having problems with your order and getting help with it. If you get in touch with a private message through Facebook or through the Help page on the website we'll be able to look into this for you and help sort it out. ASOS Sam

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Asos.com's Comment

Written on: 19/01/2015

Hey, really sorry to hear that you have't received you ASOS goodies just yet! I can completely understand your frustration as you've been waiting so long - I'd be more than happy to get this sorted for you ASAP. Although I can only do this if you get back to me through either email, Facebook or Twitter. As soon as I hear back from you, I'll get on the case! Look forward to resolving this for you soon. ASOS Nathan.

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Catchz's Comment

Written on: 20/01/2015

I again sent you two emails todays - one on delivery; Query no. 150120-001530 and the other on refund to me - Query no. 150120-001559.

Both emails on the non-delivery issue.

I expect a satisfactory reply and solution from you.

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Asos.com's Comment

Written on: 21/01/2015

Thanks for letting us know. We've now replied to your emails so I hope this is sorted for you. Let us know if you need anything else. ASOS Ian

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Catchz's Comment

Written on: 23/01/2015

Glad to finally received a more personal reply from you and Nurun.
However, I've not receive the promised email within 48 hours on all my refund details.
ITS past 48 hours now and I am still waiting.
Do not wish to reply the survey requested nor provide a favorable feedback till my money is refunded.

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Asos.com's Comment

Written on: 23/01/2015

Hey, it's worth double checking your junk folder just in case the email went in there, but if you haven't received it, just drop us an email, a Facebook private message or tweet @ASOS_HeretoHelp and we’ll chase it up for you. ASOS Gayle

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Catchz's Comment

Written on: 24/01/2015

There's no emails in the junk folder. I just sent another email under query reference no.150124-006850 and received the usual automatic reply.
Please help !

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Asos.com's Comment

Written on: 24/01/2015

Oh no, sorry you keep receiving our automatic replies! We really do want to get this sorted for you, so I would recommend opening a new query with us via our help page and we'll be able to check this out for you ASAP. Alternatively as mentioned, you can contact us via Twitter or Facebook - whatever's easiest for you! ASOS Tayla

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Asos.com's Comment

Written on: 24/01/2015

Oh no, sorry you keep receiving our automatic replies! We really do want to get this sorted for you, so I would recommend opening a new query with us via our help page and we'll be able to check this out for you ASAP. Alternatively as mentioned, you can contact us via Twitter or Facebook - whatever's easiest for you! ASOS Tayla

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Catchz's Comment

Written on: 27/01/2015

I've finally received my refund , thank you.

Hope customer service via Asos.com's help service will be improved and as prompt as your replies in reviewcentre website.

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Asos.com's Comment

Written on: 28/01/2015

I'm glad to hear that you've received your refund! We're constantly working on improving ourselves to make sure everything's the best for our customer's. I'll be sure to pass your feedback on for you. Thanks. ASOS Sarah

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★☆☆☆☆

“Asos has no cutomer service”

Written on: 19/01/2015 by CameronSpencer1949 (1 review written)

It is virtually impossible to contact asos. The website does not give you an option to contact them but a series of answered general questions. If you do lodge a contact form and are fortunate to receive a reply, it is a general evasive reply. I am waiting for a refund but asos will not confirm receipt of the goods despite using Parcelforce and having a tracking number… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Hey, there are 6 options available to pop an order back to our return facility. Parcelforce isn't one of the available service partners for returns. We ask that you please allow 7 working days for our returns facility to receive your return and up to 72 hours thereafter for the processing of multiple item/ order returns. if this period has passed and you've not had a returns email, a refund or exchange (subject to stock) will be issued. please fire your order number, account email address 7 message over in a private message on Facebook or by DM on twitter, so this can be looked at more closely. ASOS Rodney

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★★★★★

“Delivered on Time”

Written on: 18/01/2015 by Kadyn371 (1 review written)

The dress that I ordered came on time and Asos did a very good job of answering my questions. I was a little skeptical after seeing all these bad reviews but ordered something from there anyway. I paid for the 5 day shipping method and the dress surprisingly came on time. The only thing is that the dress was a little different from the image online and Asos takes a little while to answer your questions. Overall I am very satisfied… Read Full Review

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Asos.com's Comment

Written on: 18/01/2015

Hey, glad to hear that you had no problems with your order and you're satisfied with your fab new dress! We work around the clock here and do our best to get back to everyone as soon as we can - thanks for your lovely feedback. ASOS Lauren

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★★★★☆

“Great service, great quality products”

Written on: 17/01/2015 by Thompsonxh267 (1 review written)

This website is great! I have been ordering from this website for a few years now and they have never let me down. If you don't like the item you reveived they are great with refunds too. Would definitely recommend this website to a friend! I love Asos… Read Full Review

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Asos.com's Comment

Written on: 18/01/2015

Hey, thanks for your lovely feedback - glad to hear that you love our stuff! ASOS Lauren

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Asos.com's Comment

Written on: 18/01/2015

Hey, thanks for your lovely feedback - glad to hear that you love our stuff! ASOS Lauren

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Asos.com's Comment

Written on: 18/01/2015

Hey, thanks for your lovely feedback - glad to hear that you love our stuff! ASOS Lauren

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★☆☆☆☆

“missing delivery, mishandled refund, unstable returns”

Written on: 13/01/2015 by Dravena80 (1 review written)

Part of my order went missing, so I had to ring up. It's hard to find their phone number; I actually had to look elsewhere on the internet. They said they'd refund me but they didn't. If I hadn't checked they would have effectively taken £100 from me. I chased them again and this time hopefully my refund will be processed. Also their return system doesn't allow you to book multiple collections under one manifest, so if you have to return three parcels, you have to repeat the returns process… Read Full Review

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Asos.com's Comment

Written on: 13/01/2015

Hello, sorry to hear this! We love all of our customers and we like to provide every single one of you with a really easy, hassle free shopping experience and I am really sorry you didn't receive this. If this hasn't yet been sorted for you please pop us over a private message on Facebook or set up and email query through the ask a question section on our help page and we'll get on the case. ASOS Zoe H

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★☆☆☆☆

“DO NOT ORDER FROM THEM!”

Written on: 10/01/2015 by 437Ferguson (1 review written)

Asos is by far the worst experience I've had in all my years of shopping online. My order was scheduled for delivery at a wrong address, once I'd realised this I tried to get in touch then learned the company doesn't have a calling number. I sent several emails which were ignored every time. So I resorted to joining facebook to contact their incompetent customer assistants. After posting on their wall, they commented asking me to give them details of the order in a private message, and guess… Read Full Review

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Asos.com's Comment

Written on: 10/01/2015

Hello 437Ferguson, sorry to hear that you've had such trouble getting through to us. The team on Facebook are mega busy right now but if you've sent across a private message, someone will pick things up for you there soon as possible for you. We do everything we can to make sure all parcels get to our customers on time - but of course, sometimes things can go wrong but we'd never want anyone to be without their goodies or a refund. Sorry to hear that your order was on the way to a wrong address, 'fraid that it can default back at the checkout when you make changes to your default shipping address - seems like this address was confirmed without you spotting it. We'll have a look at things in your private messages for you soon as we reach them and find out where that parcel has got to for you. ASOS Kym

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