ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
33.0% 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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★★★★★

“Above and beyond customer service :)”

Written on: 01/11/2014

I ordered a pair of mesh knee high socks last year from ASOS and I was in love with them as soon as I unpacked them, so I threw away my receipt as I didn't anticipate having to return them. As soon as I tried them on, I ripped a huge tear down the side of the sock. Before I had tried on the sock, I did see a tiny snag in the fabric but I didn't think anything of it. I took a picture of the ruined product and emailed ASOS customer care about a replacement or exchange (I didn't want a refund as I… Read Full Review

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Asos.com's Comment

Written on: 03/11/2014

Wow! Thanks so much for this review. It truly means the world to us. We aim to make your ASOS experience as easy as possible. From start to finish, and even if you have any further questions after. We always love making you 100% happy with your purchase and we will never stop until you have a smile on your face. I hope you had a lovely weekend/Halloween. All the best. ASOS Scott

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★★★★★

“Returns were very efficient”

Written on: 31/10/2014 by JesusStanley190 (1 review written)

Thank you for the ease of returning a product and the prompt refund… Read Full Review

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Asos.com's Comment

Written on: 31/10/2014

That's what we like to hear! We're glad to hear you've had a great ASOS experience. Enjoy your goodies. ASOS Katie

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Asos.com's Comment

Written on: 01/11/2014

Hiya Jesus, thanks for the positive feedback. Our awesome customers are at the heart of everything we do. ASOS Rodney

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Asos.com's Comment

Written on: 01/11/2014

Hiya Jesus, thanks for the positive feedback. Our awesome customers are at the heart of everything we do. ASOS Rodney

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★☆☆☆☆

“Worst! Worst! Worst! ”

Written on: 26/10/2014 by Marlee349 (1 review written)

i have placed my order at 14/10/2014 (order no. 128173198),& thought everything going smooth which were supposed to arrive at 5/11/2014, but 10 days after which is today, I received email informing me that my parcel posted but unfortunately one of the item was out of stock! this is absolutely terrible & ridiculous! why not inform within in this 10days but after parcel shipped?? Even though refund it didnt cover the bank charges! What a terrible process & service! I rather cancel the orders as… Read Full Review

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Asos.com's Comment

Written on: 27/10/2014

Hey Marlee349, I'm so sorry to hear this. I completely understand how disappointing this can be to happen. Especially after 10 days. We're currently updating our system which has caused your order to get cancelled. Once again we're sorry that this happened to you here. If you can pop an email over to us via our help page on site we'll be able to help you out ASAP with your funds. ASOS Scott

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★☆☆☆☆

“item did not arive at all”

Written on: 20/10/2014 by Boyle28 (1 review written)

They lied to me that my order was delivered. After a month refunded my money saying the order returned to them. But the order was never delivered , i checked twice at my postal office. Their customer service is some sort of robot. Scarry… Read Full Review

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Asos.com's Comment

Written on: 20/10/2014

Hey, really sorry about that. Our customer care team are waiting to help you track down your order, please get in touch. ASOS Deji

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Ana_V's Comment

Written on: 21/10/2014

Hi,
You deleted my account before i got my refound. I did not confirmed that i recived the money back, because i didn't.

I am not able to contact your customer service .What exactly is your customer service?

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Asos.com's Comment

Written on: 22/10/2014

Heya, Get yourself over to us on either our Facebook page or our Twitter @ASOS_Heretohelp page so we can look into this for you. Make sure to send all the details including your registered email address over to us via a PM or DM. Thanks. ASOS

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★☆☆☆☆

“Unprofessional ”

Written on: 20/10/2014 by MilesDaley261 (1 review written)

I ordered clothes from them, on the day they were going to be delivered they contacted me saying they cancelled the order and I would get my money back within 10 working days. After 10 working days I still haven't got my money back and they closed the query - meaning they don't bother about me any longer. So my recommendation: do not order anything from them, they are unprofessional and for me, I probably won't see my money ever again… Read Full Review

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Asos.com's Comment

Written on: 20/10/2014

Hey, really sorry to hear about your recent order. We wouldn't leave any of our customers hanging. We'd love to help, please get in touch with us at customer care. ASOS Deji

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★☆☆☆☆

“What costumer care!!??”

Written on: 16/10/2014 by AdisonClifford44 (1 review written)

Right, your website is that rubbish from a customer services perspective, trying to complain, I am having to write on your wall! I have over the last week, placed 3 separate orders. All 3 orders I have had issues with. The first was a dress I ordered, used a discount code, went through the PayPal checkout, my order was confirmed etc.... To then 24 hours later, received a PayPal notification, that my payment had been refunded!? Nothing, not even an email from yourselves to explain why. I found… Read Full Review

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Asos.com's Comment

Written on: 16/10/2014

We're really sorry to hear you haven't had the best of times with us lately - this isn't what we like to hear at all. If you could copy and paste this review into a private message on our Facebook account, with your order numbers then we'll be more than happy to take a closer look for you. ASOS Zoe

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★☆☆☆☆

“Slow to deliver”

Written on: 14/10/2014 by denmcallister (1 review written)

Ordered something for my son from ASOS on 29 September - was surprised to note that delivery was on or before the next Monday 6 October but thought it was sure to come within a few days. How wrong I was - Monday 6 October came and went and parcel not received (despite getting notification from courier company that it had been delivered!). My son then spent the best part of 2 hours (collectively over a few days) trying to get hold of someone on the phone. When eventually he got to speak to… Read Full Review

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Asos.com's Response to denmcallister's Review

Written on: 15/10/2014

Hiya, sorry to hear that your delivery experience didn't live up to the highest of standards, as expected by our awesome customers. A new delivery system upgrade was recently installed & there have been a few techie hiccups. These are almost done being ironed out, which will definitely improve the overall service delivery going forward. Hope you give us another shot to try & impress you. ASOS

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★☆☆☆☆

“ASOS online retailer BUY HERE AT YOUR OWN RISK!!!!”

Written on: 10/10/2014 by SHawks (1 review written)

CAN I GIVE A NO STAR RATING????? DO NOT SHOP HERE!!!! SPEND YOUR MONEY ELSEWHERE!!!! We will never patronize this online retailer again. This was the worst online shopping experience we have ever experienced. We ordered a dress on Sept 6, which was to be delivered on Sept 29. After using their tracking system and sending an inquiry email, we learned the initial order had been "lost". We then immediately reordered the item, were assured it would arrive by October 10th, and paid extra… Read Full Review

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Asos.com's Response to SHawks's Review

Written on: 10/10/2014

We're really sorry to hear you haven't had the best of times with us lately - this isn't what we like to hear at all. From what you've described, it sounds like you used our Standard delivery service for an international delivery. Sadly, this does mean that there wouldn't have been any tracking, so if there were any delays or delivery issues then we wouldn't have been able to give you a heads up. If an order ever does get lost, then we'll never leave you out of pocket and will always refund or replace depending on which you prefer.

You've probably noticed ASOS has grown crazy amounts over the last few years. To keep up with demand we've had to carry out a few updates in our warehouse. Now, as we're a business that never go to sleep - this meant there was never going to be the perfect moment to do this. We did however, plan all of the improvements before hand, and update the website with extended delivery times to reflect this. We've had a few glitches which has unfortunately led to few orders being cancelled.

If you could copy and paste this review into a private message on our Facebook account, then we'll be more than happy to take a closer look for you. ASOS Leyanne

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Shawks's reply to Asos.com's Comment

Written on: 10/10/2014

Leyanne. ... are you a real person??? Did you read and comprehend my review above??? You need to respond to the many issues i stated above. YOu are yet one more person to contact me with regards to my complaints and issues. I am not taking anything off line to private message with your company. I want everyone to see how awful ASOS is. I want an email address for the president of ASOS . He should know what terrible service his company is providing. You cancelled my daughter's order after assuring her it would be delivered today! What do you suggest she wear to the event she had ordered the dress for? You lost her first order and today cancelled her second order. What an ordeal you have put us through. And your stingy offers of a 10% discount on her next order is more than a little insulting! We will never redeem that coupon

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Shawks's reply to Asos.com's Comment

Written on: 10/10/2014

Leyanne. ... are you a real person??? Did you read and comprehend my review above??? You need to respond to the many issues i stated above. YOu are yet one more person to contact me with regards to my complaints and issues. I am not taking anything off line to private message with your company. I want everyone to see how awful ASOS is. I want an email address for the president of ASOS . He should know what terrible service his company is providing. You cancelled my daughter's order after assuring her it would be delivered today! What do you suggest she wear to the event she had ordered the dress for? You lost her first order and today cancelled her second order. What an ordeal you have put us through. And your stingy offers of a 10% discount on her next order is more than a little insulting! We will never redeem that coupon

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Asos.com's reply to Shawks's Comment

Written on: 10/10/2014

Definitely a real person over here. I'm really sorry your Daughter doesn't have a dress for her event - not cool! As a promise to our customers, if we ever make a mistake we'll always offer 10% discount as an apology. Sadly, to give you more a more detailed response I would need your Daughter to contact us directly as we would need her account info. To keep your Daughter safe we would need this in a private message. As soon as we've got this info then we'll be able to take a closer look for you. If you would prefer to email us, then you can do so through our help page on the web site. I hope we can get this straightened out ASAP. ASOS Leyanne

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Shawks's reply to Asos.com's Comment

Written on: 10/10/2014

My daughter has been passed around to numerous "customer support" personnel over the past week and even before that when you lost her original order for this dress back in September. She feels completely disrespected as no one at your company has provided her with the assistance that she deserves as a paying customer. You had no trouble billing her for this item....you just can't fulfill on her order nor your commitment to a paying client. We have used your private message system several times to try to get help. All ASOS has done is give us a total runaround, and repeatedly told us they were looking into our problem. Now her order was cancelled due to your own technical difficulties. She did not initiate this cancellation. ASOS did it autonomously. If you want to look into this her order number is 127130101. I have been in contact with a few in your customer service department with regards to this issue. All were useless. We are without our purchase and still w/o credit on our visa card.

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Asos.com's reply to Shawks's Comment

Written on: 18/10/2014

Hey Shawks, I'm sorry for my late reply here. I completely understand the stress that you have gone through here and we don't mean to upset you at all. We work 24/7 which means that you will be dealt with by different advisor's here especially as shifts change. We don't like thinking that we've disappointed you here and we do want to help you out. We're currently updating our system which has caused some of these tech issues to happen Though we are working hard to have everything back to normal for you soon. once again I'm deeply sorry that this happened. ASOS Scott

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★☆☆☆☆

“The WORST Service I Have Ever Received”

Written on: 09/10/2014 by EmilyA1 (1 review written)

Ordering from ASOS was, by far, the absolute worst experience I have ever had with a company. Be warned before you order that their customer service is terrible. I placed my first order at the beginning of September for an item that I had hoped to wear to an event in the middle of October. I had heard great things about ASOS, so didn't think that ordering with standard shipping would be a problem, even though I am an international customer. The day of my expected delivery came, and I still… Read Full Review

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Asos.com's Response to EmilyA1's Review

Written on: 10/10/2014

Hey, I'm really sorry to hear about your shopping experience with us and I can completely understand how frustrating this has been for you. If you pop over your order number to me, then I'll be happy to get this passed onto our customer service escalations team for you. ASOS Lauren

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★★★☆☆

“just okay”

Written on: 09/10/2014 by XXQBANANA (1 review written)

quality is okay. not as good as it appears to be on the website… Read Full Review

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Asos.com's Response to XXQBANANA's Review

Written on: 09/10/2014

Hey, sorry to hear you feel this way about the products. If there's anything you're unhappy with - you're always welcome to pop it back to us for a refund. ASOS Kym

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★★★★★

“Excellent Customer Service!!!”

Written on: 09/10/2014 by katerwit (1 review written)

I order from Asos frequently. My orders always arrive on time and am typically very happy with the quality of the product I receive. Recently, there was a shipment delay that caused unexpected issues with my order. I wrote to Asos Customer Service and was assisted right away and treated extremely fairly. Their customer service was responsive, helpful and polite. I am even more impressed now than before. Every company is going to run into an issue here and there, it's how those issues are… Read Full Review

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Asos.com's Response to katerwit's Review

Written on: 09/10/2014

Woop Woop! Glad you enjoyed your ASOS experience. Glad you understand that although we try our hardest to avoid these mishaps these things happened. Hope you love all your ASOS goodies and if you ever need any further help we're just a quick message away. ASOS Laura

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★☆☆☆☆

“AWFUL”

Written on: 08/10/2014 by Lola203 (1 review written)

Been a week and chlothes still hasn't come… Read Full Review

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Asos.com's Comment

Written on: 08/10/2014

Hiya, sorry your order hasn't been delivered yet. Please drop us a DM on twitter or a private message on Facebook, so we can get on the case for you. ASOS

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★☆☆☆☆

“Horrible quality!”

Written on: 07/10/2014 by avVargas60 (1 review written)

I love shopping on ASOS.com because the plus size range is lovely and according to my measurements I fit PERFECTLY into a size 18. However, in the past year i have spent about $400 on them and every single time I have found faulty and the size 18's are too big! Recently I received a dress that's pattern was insanely crooked and and that was the last straw. I told them about my problem and they offered a 15% discount (however I already get 10% because I am a student) But I refuse to buy from… Read Full Review

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Asos.com's Comment

Written on: 08/10/2014

Hiya, sorry for any disappointment caused, that shouldn't happen. Sizes can vary between manufactuers & the size guide is provided to assist with selecting the size that fits you best. There is also a guide on how to measure yourself to assist with the size. If there is anything else we can assist you with, please drop us a private message on facebook on contact us on twitter. ASOS

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★☆☆☆☆

“Disgusting Customer Service!!”

Written on: 06/10/2014 by Raquelh187 (1 review written)

I placed an order for some items for a birthday present paid for premier delivery only to find out it wasn't going to be sent premier as services were down. I called immediately to cancel as I needed these items that week! I was told they would cancel it and a full refund will be given. I even called back the same day to confirm it had been done and was told it had!! Still I haven't had a refund and when I called to find out why I was told it hadn't been cancelled. I was then told it was down… Read Full Review

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Asos.com's Comment

Written on: 08/10/2014

Eek, that definitely shouldn't happen & is not the service expected by our awesome customers. Please drop us a private message on Facebook or pop over a direct message on twitter, so we can get this sorted for you. ASOS

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★★★★★

“A Fantastic Company”

Written on: 03/10/2014 by Moore281 (1 review written)

I have been buying from ASOS for quite a while now and felt I needed to write a review, they are a fantastic no fuss company to deal with. The products they sell are great quality especially their own ASOS brand. I have bought many items and people always comment on where I buy my clothes. I recently had a small problem as my refund was slightly incorrect, I called the customer services number and spoke to Alberto who was extremely polite and helpful and sorted my problem straight away. I have… Read Full Review

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Asos.com's Comment

Written on: 03/10/2014

Heya, Thank you for the amazing feedback! If you ever need anything just give one of our care team a shout, we have email on the website/ Facebook and Twitter! Have a lovely weekend. ASOS Danny

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★★☆☆☆

“ASOS - What's the point in Premier accounts?”

Written on: 03/10/2014 by KellenBennett (1 review written)

Most of the time ASOS get it right. Most of the time. However, they seem to think it's ok to decide to pull services such as next day delivery WITHOUT forewarning unsuspecting customers - even those like myself who have a so-called "Premier" account i.e an premium service whereby customers pay a yearly fee on the promise of unlimited next day delivery. I write this during one of their next day embargos - unfortunately not the first time and I very much suspect it won't be the last… Read Full Review

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Asos.com's Comment

Written on: 03/10/2014

Heya, Sorry you feel so let down. We did send an email out to all of our premier customers letting them know that we would be removing the option for a brief period whilst we perform some upgrades to our warehouse. The good news is the Next Day service became available to use again yesterday. however we have moved the cut off time to 6pm whilst we finish up at the warehouse but it will go back to 10pm. ASOS Danny

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★★☆☆☆

“Really let down and disappointed :(”

Written on: 02/10/2014 by SarahC92 (1 review written)

I've ordered from asos for a few years now and I've loved the site. But my recent experience has surley sent my business elsewhere. After signing up and paying £9 - £10 for the asos premier service Im having to wait over a week to recieve my parcel. After writing a short email to the customer services to express my concern, they automatically cancel my order without any notification! (The only way I found out is when I tracked the status of my order on the ASOS website) When i called the… Read Full Review

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Asos.com's Response to SarahC92's Review

Written on: 03/10/2014

Heya, This is not what I like to hear at all! We have upgraded our warehouse recently so we'd switched off our Next Day service, the good news is this is now back up and running however the cut off time is currently 6pm. If you send me a private message on Facebook with the details on your order I can look into this for you, I ask you do it there so we can keep all of your private info safe. ASOS Danny

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Sarahc92's reply to Asos.com's Comment

Written on: 06/10/2014

Hey,
There wasn't really anywhere on the website that clearly stated that the warehouse was being upgraded when I placed my order.
Anyway, I received the parcel today containing 3 of the 4 items I requested from ASOS. Why have I received the parcel when It was canceled last week?
I haven't got Facebook but I have got twitter, is that ok?
Thanks

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Asos.com's reply to Sarahc92's Comment

Written on: 08/10/2014

Hey, really sorry for the hassle you've had with your order, that's deffo not how we usually do things. Twitter is fine, head over to @ASOS_HeretoHelp and they'll be able to sort it out for you. ASOS Gayle

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★☆☆☆☆

“FALSE INFO”

Written on: 01/10/2014 by Shylaj331 (1 review written)

I ordered boots in size US-6 and received boots that were obviously not a 6. i looked on the bottom and it said "5" and "38" so i went online for their size chart only to find that they gave me a size US-8!! i contacted customer service immediately and they told me i ordered a size UK5 on my invoice, how is that possible when the only options where US SIZES HENCE IM FROM THE US!! so i screen shotted the invoice and it clearly said US-6 and sent it to them then they told me that the US-6 equated… Read Full Review

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Asos.com's Comment

Written on: 01/10/2014

Hey Shylaj331, As stated at the top of our size guide it is only to be used on ASOS branded items. We always recommend that you use the brands own size guide for help. In this case it would be JuJu. So, on our size guide a 5UK is a 8US and a 3UK is a 6US. The size that you're after. However, the JuJu sizes are a UK5 - US6. Which sounds like the pair that you received, though when receiving the UK5 you looked at our size guide stating it's a 8US, but the JuJu size of 6US. I understand that all of these sizes are confusing, so if you can get back to me via email or on our Facebook page I'll happily help you out and get the correct size over to you ASAP. ASOS Scott

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Jpkns169's Comment

Written on: 02/10/2014

i did email. theres still a mix up could you please tell me what to do? i returned and reordered and asked them to confirm but the sizing is still wrong. please help!

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Asos.com's Comment

Written on: 03/10/2014

Heya, Okay. Pop all the details and a link to the item in question over to me in a private message on Facebook so I can look into it further for you. Thank you. ASOS Danny

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★★★★★

“Fashionable clothes at a great value!”

Written on: 15/09/2014 by Pricear1985 (1 review written)

I just received my first order from ASOS and I couldn't be happier with it! I got 4 of the boyfriend crew tees with the rolled sleeves. I am in love! These are by far the best boyfriend tees that I've ever come across. They're extremely soft, but not see through (which is very hard to find in the boyfriend fit). The rolled sleeves give the shirts a feminine touch without taking away from the "borrowed from my boyfriend" look. The length is perfect! They're long enough to do the "half tuck" and… Read Full Review

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Asos.com's Comment

Written on: 15/09/2014

WOW! Thank you so much for your lovely feedback! It's great to hear that you're in love with your new Boyfriend Tees. This sounds like our friendship is off to a great start. It'll be worth checking out what we've got in our up to 70% off Outlet. I've seem some great steals in there myself. Have a lovely week. ASOS Scott

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Asos.com's Comment

Written on: 15/09/2014

Hey Pricear1985, so glad to hear that you love your tee's - sounds like you've got the look you were after! Can't beat a good boyfriend tee and jeans combo! ASOS Kym

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★☆☆☆☆

“appalling customer service ”

Written on: 11/09/2014 by anon131 (1 review written)

It's to be hoped you never have anything that needs a replacement, bought my wife some Vivienne Westwood shoes (so not a cheap item) first time they were faulty it took 8 days to get a reply, the site tells you to deal with the issue through the help portal but no facility for replacements, I emailed them, called them and got VW customer care to contact them, their website says email them, you do that you get a response saying it's an unattended email address and no response, so you call it's… Read Full Review

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Asos.com's Response to anon131's Review

Written on: 11/09/2014

Hi, I'm so sorry to hear of the problems you've had with the faulty Vivienne Westwood shoes, so I can get this sorted for you, please could you get in touch with us on Facebook on our ASOS page or Twitter. Once again really sorry for the problems you've had. ASOS Katie

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Anon131's reply to Asos.com's Comment

Written on: 12/09/2014

strange I got a reply from ASOS after posting a review, even stranger when exposed publicly you reply but you can't reply to emails or phone calls, you might want to look at your systems as surely its better to reply to emails than poor reviews

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Asos.com's reply to Anon131's Comment

Written on: 12/09/2014

We're working as hard as we can to get to everyone's messages on Facebook, Twitter and our emails. We're super busy at the moment and we thank you for your patience. You can contact us on Twitter, through the 'Help' page or our Facebook pages and we'll be happy to help. ASOS Jenny

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Asos.com's reply to Anon131's Comment

Written on: 13/09/2014

We're not ignoring you promise! We're super busy at the moment we're on the case.

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