ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
34% 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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★★★☆☆

“Shoe sizes wrong”

Written on: 11/02/2014

I have ordered two pairs of Asos branded shoes in the last couple of months, I am a size 13 so i was delighted when I saw their large range of big shoes. However when I received the shoes they were much too small, fitting like an 11 rather than the 13 I expected. This was very disappointing as this was the largest size they carried and I liked them for the price. Unfortunately it seems I will no longer be able to buy shoes from Asos. I hasten to add that delivery and returns are very good and… Read Full Review

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Asos.com's Comment

Written on: 13/02/2014

Hey, I'm sorry to hear that the shoes you received did not fit as you expected. I'll pass your feedback over to our buyers for you for sure. If you ever need help with anything, you can chat with us over Facebook or through Twitter at @ASOS_HeretoHelp. ASOS Chantelle

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★☆☆☆☆

“the worst internet shopping experience I've ever had”

Written on: 08/02/2014 by yeux (1 review written)

I still am struggling to believe that ASOS are so respected as an internet retailer. I have only used them this once and will never do so again. I am in the middle of the most unbelievable experience of buying a barbour coat from them. After trying several times to buy a barbour (that is sold out elsewhere)and being faced with the same experience as the previous reviewer-my basket continuously emptying, I managed to place an order. It qualified for next day delivery and I expected it to be sent… Read Full Review

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Asos.com's Response to yeux's Review

Written on: 10/02/2014

Hey,

I'm really sorry to hear that you've had such trouble getting the jacket you wanted.

Sadly, we have some technical hiccups last week which caused a delay to our confirmation emails and deliveries, we're sorry that you seem to have been caught up in this.

I'd love to get the mix up with your jacket sorted, it sounds like we need our warehouse to check the stock.

I'd be happy to help in trying to get the right jacket out for you, and turning this situation around for you.

Can you send us a private message on Facebook on our ASOS page or a tweet on Twitter at @ASOS_HeretoHelp? If social media isn't your email, you can get in touch by email using the 'Ask a Question' button on our Help pages on site.

ASOS Kym

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Yeux's reply to Asos.com's Comment

Written on: 10/02/2014

Kim,
I have emailed again today about this. Maybe check your existing in box?

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Asos.com's reply to Yeux's Comment

Written on: 13/02/2014

Hey Yeux, we're crazy busy at the mo so sorry it's taken so long to get back to you. If you haven't heard back from us yet, let me know your full name or email address and I'll get on the case for you right away. ASOS Chantelle

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★☆☆☆☆

“Nice products HORRIBLE website and service”

Written on: 08/02/2014

The worst. My order was placed three separate times because do a glitch in their site. I emailed this with no response. No ownership on their part at all. I will. It order again… Read Full Review

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Asos.com's Comment

Written on: 10/02/2014

Hey,

I'm really sorry that you feel we weren't able to take ownership and help you on this occasion.

We're afraid that some tech updates over run, this meant that some of our system either didn't work at all or were taking longer than usual.

We tried our best to help in any queries as quickly we could, and to let all customers know about the issues with messages in our Help pages.

If there is anything you'd still like to discuss with us, we'll be more than happy to help.

You can chat with us on Twitter at @ASOS_HeretoHelp or on Facebook on our ASOS page, or if you prefer email then please use the 'Ask a Question' button on our Help pages.

ASOS Kym

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Bjb904's Comment

Written on: 18/02/2014

Hi Kym,
This is still an issue as I'm unable to order because I have spaces between my zipcode that's automatically popping up. This is frustrating, because I've reached out via email and on facebook and there has yet to be a response.

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Asos.com's Comment

Written on: 19/02/2014

Hey Bjb904, the space in between your zip code should not affect delivery in anyway. As this is amended when the address label is printed. We can take a look into why your orders are failing for you if you drop us a Facebook message or Tweet us at @ASOS_HeretoHelp. ASOS Chantelle

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★☆☆☆☆

“no returns”

Written on: 07/02/2014

It is virtually impossible to return something to Asos. I have finally have decided I am just out 80 dollars. It is not worth the trouble.I spent 2 hours just trying to find an address in the US. Good luck to all. Gigi… Read Full Review

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Asos.com's Comment

Written on: 07/02/2014

Hey Gigi, returns to ASOS are so simple! The US returns address is on the Freepost label that was included in your parcel. If you need a new US returns note, drop us a line on Facebook or twitter (@ASOS_HeretoHelp) with your email address and we'll get a new returns note sent to you. If you need any more help with how to return it, just let us know through the above contact. ASOS Chantelle

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★☆☆☆☆

“awful service”

Written on: 04/02/2014 by Kristina13 (1 review written)

the service provided by ASOS is really awful. I ordered a cardigan, which WAS in stock at that moment. However, after some (!) days, they sent me an email, something like "sorry the item is out of stock". I didn't get even a small compensation (like discount) for inconveniences caused! just a cold electronical "sorry"... ASOS, why don't you check items before you take money?! your service is really awful. i don't think, i will get back to your internet shop… Read Full Review

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Asos.com's Response to Kristina13's Review

Written on: 05/02/2014

Hey Kristina13, I'm really sorry that we couldn't send you the cardigan you ordered. We have had some technical issues with this lately, which we have no fixed - phew! If you send us over a tweet (@ASOS_HeretoHelp) or send us a message through Facebook, we can look into this and chat more. ASOS Chantelle

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★☆☆☆☆

“ASOS USA has major flaw in account/zip code data!!”

Written on: 31/01/2014 by amandacdn (1 review written)

I tried to order a dress though the ASOS US site. I created my account and placed the order, however the order was declined. I tried different cards, and even tried creating a second account. Then I saw what the problem was... there was a space in my address zip code. I attempted to edit/correct my account data several times. It didn't work. The space was still there. I contacted ASOS customer support and explained the issue. Their response was that their zip code field is set with a default 6… Read Full Review

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Asos.com's Response to amandacdn's Review

Written on: 03/02/2014

Hey, I'm so sorry to hear you've experienced this much trouble trying to place an order with us. Like one of our advisors said previously, every time you enter in your zip code, our system will automatically enter a space in between. This won't affect your delivery and definitely shouldn't affect being able to place an order by using your credit card. If you'd like, I could give you some different methods to try out, see if that works for you? If you'd like me to run through something's with you, ping over a message to our Facebook (search ASOS) or our Twitter Just mention this review. Hope to hear from you soon. ASOS Char

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Asos.com's Response to amandacdn's Review

Written on: 04/02/2014

Hey, so sorry that you've been having trouble placing an order with the zipcode lay out. So I can get this looked into for you and hopefully improved please can you pop a screen shot over to us via the 'contact us' section of the website? Sorry again and fingers crossed we can get this sorted for you. ASOS Sarah

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Amandacdn's reply to Asos.com's Comment

Written on: 04/02/2014

ASOS,
Thank you for at least believing me. Others at ASOS (via email on ASOS "Contact Us") and ASOS(comment on this review) seem to think I'm lying/stupid.
I'm sure I can't be the only American who's had trouble ordering on the ASOS site due to this zip code issue.
Please see the below links for additional info about the Address Verification System (AVS) utilized for credit card purchases in the US.
[removed]

I really hope ASOS can fix the U.S. customer zip code to a default of 5-digits instead of 6... I know I won't be calling my bank every single time I want to buy a dress.
Hope this helps.
Thank you.

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★☆☆☆☆

“Not happy”

Written on: 30/01/2014 by Tishtash09 (1 review written)

I would like some to get back to me I ordered two things several days ago, I got an email about 5 pm today saying that one of the items is out of stock and I should get a refund With in the next ten days. 1. If an item is out of stock I shouldn't realistically be allowed to purchase it! 2. Why don't I have the option just to get another tshirt instead of and automatic refund ? Total lack of disrespect for your customers who are keeping your business going!… Read Full Review

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Asos.com's Response to Tishtash09's Review

Written on: 31/01/2014

Hey, So sorry to hear one of your items was out of stock. As standard we then issue a refund, so you can chose something else and re order if you like. If you've got any other questions send us an email or message on twitter or facebook. ASOS Laura

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★☆☆☆☆

“Terrible customer service”

Written on: 28/01/2014 by RachelMarie85 (1 review written)

So much hassle just to get a refund for some clothing that was returned. Never got a confirmation email so waited over two weeks and had to chase them. Customer service claimed to have emailed me which they did not. Fobbed off by a few different customer service representatives. Every time was told that refund was being processed or had already been processed, but no refund. Had to contact them again to chase up and was told it hadn't yet been processed so would be in my account within 10… Read Full Review

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Asos.com's Response to RachelMarie85's Review

Written on: 31/01/2014

Hey Rachel, So sorry to hear this. So i can get to the bottom of this for you can you please send a message over facebook with your order details and we can check out your order and see what's gone wrong. ASOS Laura

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★☆☆☆☆

“Service terrible”

Written on: 27/01/2014

What have ASOS done ? service has got bloody awful over the last few months… Read Full Review

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Asos.com's Comment

Written on: 28/01/2014

I'm so sorry to hear this. So that we can take a closer look into this for you please send over your full query along with your ASOS order number to us through our Help page.

If you'd prefer to get in touch on our social media channels you can tweet us. We're also on Facebook too so you can also send it through to us on the ASOS page. I look forward to hearing from you so we can get to the bottom of this. ASOS Julia

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★☆☆☆☆

“horrific and incompetent service”

Written on: 26/01/2014

I ordered items dt was suppose to be delivered in 9days and its taken close to 40days now. The worse is they dont even act bothered. After all the efforts and waiting,sending of endless mails. They simply say go n check for the items and order again. The service is wack and international delivery isnt by force. If u cant live up to it,then why bother urself. The items are ordered are out of stock and that is suppose to be my headache. WWat a terrible way to treat a customer… Read Full Review

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Asos.com's Comment

Written on: 27/01/2014

Sorry you haven't received your order, we definitely don't want you to be without your goods. So we can get this chased up for you please send us over your full query along with your order number to us through our help page. We're also social, so you can drop us a tweet on @ASOS_HeretoHelp or send us a private message with all the details to us on the ASOS Facebook page Thanks, ASOS Gabby

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★☆☆☆☆

“Order are not arrived on standard delivery. I suspect...”

Written on: 24/01/2014

Order are not arrived on standard delivery. I suspect they never sent, and use money for one month until refound… Read Full Review

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Asos.com's Comment

Written on: 27/01/2014

Sorry to hear you're still waiting on your order. We'd love to get this chased up for you so please send us over your full query on our help page. You can also get in touch with us on Twitter or through our Facebook page by searching for ASOS. Hope to hear from you soon so we can get this all sorted for you. ASOS Gabby

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★★★★☆

“All in amazing quality”

Written on: 24/01/2014 by waylonbrouse (1 review written)

I bought their Infinity ring, Ruched Slit Skirt, clutch bag as well as their gorgeous crochet tunic, I love them all! I just knew I had to shop there! All in amazing quality, you will not be disappointed! :) xx… Read Full Review

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Asos.com's Response to waylonbrouse's Review

Written on: 27/01/2014

Thanks for the great feedback. So glad to hear you loved all your ASOS goodies. If you ever need to get in touch with us or have any questions, you can tweet us on @ASOS_HeretoHelp or drop us a message on Facebook on the ASOS page. if You're not social, you can ask us a question on our help page on the website. Thanks, ASOS Gabby

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★☆☆☆☆

“Terrible”

Written on: 24/01/2014

I ordered a £229 well known designer watch from ASOS and it was sent without the care and warranty booklet. After numerous emails they refused to send this so had to buy elsewhere. Be wary when purchasing larger priced items from them… Read Full Review

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Asos.com's Comment

Written on: 27/01/2014

So sorry to hear this! So we can take a closer look into this for you, please pop us over a quick tweet on @ASOS_Heretohelp or send us over a private message with your full query and ASOS order number and email address through on our ASOS Facebook page. Thanks, ASOS Gabby

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Clairek0001's Comment

Written on: 27/01/2014

You have looked into this already I emailed numerous times and was told it was not possible to send this. I returned the item and to make your service even worse was emailed to say my returns note was not in the parcel which is an absolute lie. I went elsewhere to a reputable company and received the care and warranty booklet all correctly stamped by them so I'm sure my two year guarantee is valid. I also reported you to the watch designer themselves as I'm sure they would not like to know how you treat your customers in the hope that they consider this when using you as an authorised retailer for their products in future.

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Pinkfx's Comment

Written on: 26/02/2014

Thumbs up +1

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★★☆☆☆

“Returns are so slow!”

Written on: 16/01/2014

My delivery was quick, came within 3 days or ordering and one of these days was Boxing Day! However when my items came I didn't like a few things I ordered, so sent them back! I returned them via they're free returns service on 31st Decemer! This was 2 and a half weeks ago now, and I haven't heard a thing! Customer services are no help what so ever, just fob you off with the same line of 'were really busy at the moment' won't tell me if they have even received my return back yet! Well, you have… Read Full Review

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Asos.com's Comment

Written on: 18/01/2014

Oh no! I understand how you feel but I can assure you that we are not trying to fob you off. During peak season (Christmas etc.) returns volumes increase – this is what can cause the delays. Returns can take up to 10 working days to be processed but at busy times we may ask that you wait a few extra days. As long as you have your proof of postage you will receive a refund so don’t need to worry.

If the 10 days has passed and you have the proof of postage simply drop this to us in a Facebook Private message or via a Twitter Direct message. Once we've received the details we can look into this further.

I'm sorry for the delays and any frustration but we will get this resolved for you. ASOS Donna

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★★★★★

“The Best Shopping Online Site EVER!”

Written on: 15/01/2014

It is the best. I've never had any problem with shipping and ordering. The goods always come on time… Read Full Review

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Angrypants's Comment

Written on: 16/01/2014

I wonder how many other ASOS staff are made to fill in positive reviews of this dreadful company.

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Asos.com's Comment

Written on: 18/01/2014

We love hearing you're feedback to keep it coming - Happy Shopping! ASOS Donna

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★★★★☆

“Five Purchases & One Return, No Problem!”

Written on: 14/01/2014 by tbern (1 review written)

I was a first time buyer at ASOS and purchased 3 items (2 shipments) before the holiday's and 2 more items (2 shipments) after the holiday's. Everything came in on time...ASOS kept me updated via e-mail on shipment status, including possible delays due to weather (came on-time still). The items are wonderful! We ordered bigger to be safe and so glad we did for the fitted items...only the waist had to be altered. Returned one item (didn't work for my daughters body type)and they again kept… Read Full Review

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Asos.com's Response to tbern's Review

Written on: 18/01/2014

Wow - what a great review! Thank for telling us about your experience. I'm sorry to hear that dress has stain on, there’s no need for you to keep the dress as we’ll happily replace faulty items (subject to stock of course).

Drop me your order number and registered email address in a tweet or a Facebook message and I'll be happy to get the faulty dress sorted for you. ASOS Donna

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Victoriarae's reply to Asos.com's Comment

Written on: 21/01/2014

So many of your items I love are out of my size. Do you restock these items? Seriously, everything I have wanted is out of my size and it's a lot of items. I love your clothing! Oh, and do your items run smaller than USA classic sizing?

Thank you,
T.C in New Mexico

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Tbern's reply to Victoriarae's Comment

Written on: 21/01/2014

I will tell you to check frequently (almost daily) on your favorite items...place them in your saved status, any size if they don't have yours, and then click on it daily to check sizes. Three of the items I purchased originally didn't have my daughters size, but I noticed "out of stock" and available sizes changed all the time. I think because people hold the item in their cart and when time runs out, it's available again. Another is exchanges or returns and of course, restock. But get it when it shows up! I did notice that fitted items run a little small in the hips, so for those items we purchase up a size and alter the item in the waist.

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Tbern's reply to Asos.com's Comment

Written on: 21/01/2014

We would have exchanged/returned the dress, however, you were sold out and the dress out-weighed the two small stains (and I feel confident I can get them out). We purchased the dress for my daughters Confirmation in Feb. and she LOVES the dress. We are having it altered (bought it 2 sizes too big because that's all you had left)...it's hard to find white, modest, fashion forward dresses for a great price...so this was perfect! Plus my daughter doesn't have to worry about someone else having the same dress. We just made our 6th purchase (in less then 2 months) and can't wait for it to come in!

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Victoriarae's Response to tbern's Review

Written on: 21/01/2014

Does ASOS have a customer order service phone number? I hate not being able to order by phone.

Thanks,
T.C. in New Mexico

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★★☆☆☆

“Unexpected issue with order, even worse customer service.”

Written on: 13/01/2014 by peevedisanunderstatement (15 reviews written)

I'm writing in response to several orders I placed shortly after the Christmas period. I had ordered 6 pairs of shoes that were in the sale, all a size 8 and yet all too big for some unfathomable reason. I was annoyed at the prospect of having to send them all back but even more so because I had misplaced the returns notices for each separate order. And so it began, after requesting 3 times about what I should do I finally got a coherent response telling me what address it needed to be sent… Read Full Review

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Asos.com's Response to peevedisanunderstatement's Review

Written on: 18/01/2014

Thanks for your review and I’m sorry to hear that you've been displeased with the recent service you received. You’ll be pleased to hear that we do still have the same Customer Care system but we are trying to make our Help and Contact pages as informative as possible.

All UK returns are free and if you ever lose a label again simply follow this link [removed] and you’ll be able to print off a new one.

We’re always trying to improve our customer experience so your feedback is invaluable, good or bad keep it coming. I hope this helps. ASOS Donna

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★☆☆☆☆

“Terrible Delivery Service”

Written on: 13/01/2014 by mhldm (1 review written)

I order something for my sister in November, she finally received it in January!!! That's two months! I kept emailing them back and forth about the product not being delivered. Anyways, they gave me a 10% discount on my next purchase, which is practically useless. I would never recommend this ASOS to anyone, nor will I never shop at this site again. … Read Full Review

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Asos.com's Response to mhldm's Review

Written on: 18/01/2014

I'm sorry that the delivery took 2 months - this is not the service that we offer and I'd like investigate this for you. Drop your order number and registered email address in a tweet or a Facebook message - once you've sent the details over I'll look into this further. ASOS Donna

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★★★☆☆

“Problem with delivery.”

Written on: 11/01/2014 by MariZh (1 review written)

I shop with asos not the first time and I absolutely fall in love with it... BUT my last purchase it's something ridiculous! I've order dress at 23.12.13 and at 24.12.13 according email it was despatched and it has to be here 3.01.14. They also provide me with a link where I can track my order. And now after 2,5 weeks I still get nothing, my parcel still "didn't receive by carrier" (according tracking site). The answers I get from "asos" is: you have to wait a couple more days, it should be… Read Full Review

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Angrypants's Response to MariZh's Review

Written on: 16/01/2014

I also had problems with their carrier, they even forged my signature and lied about the delivery, I was 20 miles away in a meeting when I alegedly signed for the parcel which never did show up. still waiting for a refund several weeks later.

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Asos.com's Response to MariZh's Review

Written on: 18/01/2014

Hey, I'm sorry that the order hasn't arrived yet, there could be delays due to Christmas so we have been advising to allow a few extra days.

If the order still hasn't got to you send me your order number and registered email address in a tweet or a Facebook message and I'll track the parcel. ASOS Donna

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★★★☆☆

“Great stuff, terrible service”

Written on: 10/01/2014

I've been shopping off Asos for years, but recently, their service has taken a serious dip. For one, they now charge custom duties BEFORE shipping (international), which is ridiculous! Their new shipping partner assumes that customs will be charged (which is not true because it depends on how the customs officer values your item) and won't ship until you pay a hefty 30 percent duty. But that's not all, whenever you speak to the customer care people about a problem, they reply with automated… Read Full Review

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Asos.com's Comment

Written on: 18/01/2014

I'm so sorry that you've been disappointed with our recent service. I'd like to help you more and to look into previous queries you've had that you didn't feel were responded to in the right way.

We've changed the way our shipping works in some countries; the feedback received was that customers would prefer more up front customs costs so that they could make a decision to pay this or to return the goods for a refund at no charge. For a majority of our customers they are happy with this service - I'm sorry to hear that you don't feel this way.

Drop me your order number(s) and registered email address in a tweet or a Facebook message and I'll be happy to assist you with any questions or concerns you have.

ASOS Donna

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