ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
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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★★★☆☆

“received a wrong item”

Written on: 19/05/2014 by Julijana (1 review written)

I write to you on 16 May,but you didn't answer me,i wrote again today on the oficial site but again nothing,. I received a green t-shirt today,but my order was a asos mono belted mac. I am very disappointed because I waited, and finally got something else,something that i didn't ordered.I'm your regular customer, it will ask you to be fair and send me the coat which i paid for. Please, be more careful in the future, and i will ask you to solve the problem as soon as possible,and to answer me.I… Read Full Review

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Asos.com's Response to Julijana's Review

Written on: 20/05/2014

Hey Julijana, I'm so sorry for the delay in us getting in touch with you. We'll a little busy at the moment but we're working hard to get round to everyone. I'm so sorry to hear that we sent you an incorrect item. This is an extremely rare occurrence for us. If you could contact us via our Facebook we'll be able to help you out with this or even direct message @ASOS_HereToHelp and we'll be able to get the right item sent out to you. Once again I'm sorry for this and any hassle that this has put you through. ASOS Scott

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★★★★★

“Perfect and on time”

Written on: 17/05/2014

I ordered this orange, short sleeve dress that I wanted to wear for my graduation. I ended up ordering pretty late, so I used express shipping. It came on time, was exactly how it was described, fit perfectly and looked great. I am very happy with the service. Just to let you know, there is apparently a service fee since it's being shipped to the US. Still, the dress was a little over $40, and the fee was less than $2, so it's not bad… Read Full Review

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Asos.com's Comment

Written on: 17/05/2014

Thanks for the lovely feedback! It's great to that you loved your dress and we hope you had a great time at your graduation. This fee that you were charge sounds like an international charge from your card issuer. These are charged when your card issuer has to convert your funds for you. So if you ordered in GPB and they converted it to USD you'll be charged. If you ordered in USD then they won't charge you. If you need any more information on this you can always contact us on our Facebook page or DM us on Twitter @ASOS_HereToHelp. Your bank will also have a few bits of information for you up their sleeves. Thanks again for the feedback, it's much appreciated and have a lovely weekend. ASOS Scott

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★★★★☆

“Exactly what it said”

Written on: 15/05/2014 by Asosuser1 (1 review written)

Asos described the outfit perfectly on their website and I was a bit skeptical as to whether it would be as nice as it looked/seemed. It is exactly what it described and actually surprised me as to how exact it was. The delivery was as quick as it said it would be so overall I am extremely happy with my purchase… Read Full Review

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Asos.com's Response to Asosuser1's Review

Written on: 16/05/2014

Thanks so much for your lovely feedback. So glad to hear that you've had a great experience and even better to hear that you're loving your new jumpsuit. It's always great to hear from our customers and we hope to see you again soon! Have a great weekend, ASOS Jennie

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★★★★☆

“my experience was good.....”

Written on: 13/05/2014 by Tessi-lee (1 review written)

So, I recently ordered 4 dresses from Asos. Total (incl shipping to Canada) was $212.00. It was due to arrive today, so I was trying to track it through their site (which doesnt actually track anything..). I got worried, starting looking up reviews, and panicked reading all of the negative feedback. I was literally in the middle of that when the delivery arrived. The total customs charges were $66 (which is not impressive, but not TOO terrible). OK. About to open it, and Im still worried that… Read Full Review

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Asos.com's Response to Tessi-lee's Review

Written on: 16/05/2014

Hey, thanks so much for leaving your feedback. All feedback is good feedback and we love to hear where we're going right and more importantly where we're going wrong.
So glad that your order has arrived safe and sound and that you love your newbies.
If we're being completely honest, we do know that we're not getting the most positive feedback and comments right now. We're so very busy and it's taking us a whole lot longer than usual to get back to everybody and to be able to solve everybody's problems. We totally get how frustrating this can be for our customers especially when they're so excited to get their new bits. We've got a whole new system in place and we're working extra hard to get back to everybody and get back on track so please don't feel put off by the feedback you've seen. We promise it'll get better!
In regards to your customs fees, we hate to see how unhappy this makes our customers. Unfortunately it is solely down to the destination country and we're unable to predict if or how much you will be charged. Again, our delivery system is something we're always trying to improve and we'll defo be passing your feedback on.

Thanks again for your feedback, we do hope we get the chance to restore some ASOS faith for you again. ASOS Jennie

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Asos.com's Response to Tessi-lee's Review

Written on: 19/05/2014

Hey Tessi, I'm so glad to hear that your order arrived and everything fits perfectly! I'm sorry to hear about your custom charges. These are charged by your customs office and are completely out of our control (You know we wouldn't charge our lovely customers) These are based on the price and weight of an order and need to be paid before it can be delivered to you. I'm sorry that our feedback here has put you off shopping with us, these are rare occurrences. As you had such a good experience on your first order, hopefully we'll see you again shortly snapping great deals for the Summer. ASOS Scott

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★☆☆☆☆

“Returns ”

Written on: 28/04/2014 by ykhan (1 review written)

BE WARNED just got off the phone to customer services as I'd not heard anything about a returned coat. Told no record of it being received and because I didn't get a receipt from Royal Mail there's nothing I can do. This means I have paid £154 for a coat which was way too big and have nothing to show for it. I will not be using ASOS ever again… Read Full Review

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Asos.com's Response to ykhan's Review

Written on: 30/04/2014

Hey ykhan, sorry to hear that your return was lost on it;s way back to us. Please ensure that you are aware on our returns policy before returning items to us. As stated in this, returns are the customers responsibility until they reach our warehouse. If you do find your receipt, make sure to send us a pic and we can get the return sorted for you straight away. ASOS Chantelle

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★★☆☆☆

“poor quality product”

Written on: 26/04/2014 by Greenwoodtk365 (1 review written)

Bought what i thought to be lovely leather chelsea ankle boots from asos only after a few times wearing them both heels have just literally peeled and come off!! not worth it for 40 pounds, and there is no way to contact asos directly to leave negative feed back very clever of them… Read Full Review

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Asos.com's Comment

Written on: 29/04/2014

Not what we like to hear at all. We're here 24/7 to help with stuff like this so feel free to contact us anytime. This can be on our Facebook page or our Twitter account. We also have a contact form on our Help Page which you can fill out to send an email over.

If you can pop a private message over to our Facebook page regarding this order then we'll get on the case as quickly as we can and get this sorted for you. ASOS Jennie

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★☆☆☆☆

“A bad purchase experience”

Written on: 23/04/2014 by hannaiv (1 review written)

I am a customer of asos for almost a year I had no problems with them in the past but as some mentioned under me something changed in around January, I ordered from them twice already, Total 4 pair of shoes - all came the wrong sizes! Their measurements table list do not match what's coming. I ordered a US - 11 and that said to be in the chart EU - 41 yet the shoes came twice the wrong size EU - 43. I do not know who works in the shoe department But someone is not doing his job right or do… Read Full Review

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Asos.com's Response to hannaiv's Review

Written on: 29/04/2014

So sorry to hear this! It is quite difficult with shoe sizing as it depends where the shoe is originally from as to what the conversion sizes will be E.G. if the shoe originates from the US it will be sized differently to one that originates in the UK.
We'd like to take a look into this for you to prevent another mix up and to make sure that the shoes are labeled ok. If you can pop a private message over to us on our Facebook page with a copy of this message then we'll get on the case and see what we can do. Sorry for the mix up, can't wait to hear from you. ASOS Jennie

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★☆☆☆☆

“Charged me 4 times for the same order! NEVER ORDERING...”

Written on: 19/04/2014 by stazzyboo (1 review written)

I order $156.76 worth of clothes, I go to check my bank account and they charged me 4 times for one order, they overdrafted me, because they don't have a US# to call, my bank can't contact them so I have to wait over a week to get my money refunded! Never had this issue before, now I can't pay my bills, tomorrow is my birthday I was supposed to go out and celebrate but now I have no money because of their mistake. Its still pending transaction so it will take 2-4 days to process until my bank… Read Full Review

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Asos.com's Response to stazzyboo's Review

Written on: 29/04/2014

So sorry to hear this. This isn't something that usually happens and without your details here we can't see why thi shas happened. If you can pop a private message over to us on our Facebook page we can take a look into this and get it sorted for you.
If you head to our Help & Contact page on our website there is a contact form there you can fill out to pop an email over, you can also contact us on our Facebook page and on our Twitter account. We're here 24/7 and try to get back to everybody as quickly as we can. We look forward to hearing from you soon, ASOS Jennie

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Tamaramadison's Response to stazzyboo's Review

Written on: 04/07/2014

It's funny that they took 10 days to respond to your post. Typical asos!

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★☆☆☆☆

“AWEFUL CUSTOMER SERVICE - REFRAIN FROM ORDERING”

Written on: 17/04/2014 by natcat95 (1 review written)

Highly recommend ordering elsewhere if you are ordering from Canada. Not only did I have to pay $100 in customs, but the sizing of the items that I ordered (all in the same size) were all grossly different. I had to send back the majority of the clothes for being too large or too small. I also did not receive part of my order, but received random items instead. Not only do I have to send back majority of my order, but I have to pay shipping, which they kindly reimburse, however I am still out… Read Full Review

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Asos.com's Response to natcat95's Review

Written on: 29/04/2014

Hey, thanks for your post and we're so sorry to hear about the experience you've had with us. This definitely isn't what we like to hear and we'd like to take a proper look into this for you and see what's happened. If you can pop a Private Message over to us on our Facebook page then we'll get on the case and see what we can do. We'd really like to restore some of your ASOS faith so hope to hear from you soon. ASOS Jennie

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★☆☆☆☆

“item never recived ”

Written on: 12/04/2014 by saqibonly (1 review written)

hello, i had never recived the item i had ordered two products but never recived the product when i ask for refund they refund one product price and while i ask for second refund they decline and said that we are unable to issue u refund.... bad service never recomend any other… Read Full Review

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Asos.com's Response to saqibonly's Review

Written on: 15/04/2014

Hey saqibonly, I'm sorry to hear this. Please let me assure you that we would never leave you with your money or product. This is defo something we'll need to look into. Please can you send us over a Facebook message with your order number? Thanks. ASOS Chantelle

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Saqibonly's reply to Asos.com's Comment

Written on: 15/04/2014

I will tell you whole situtaion i had ordered One Wrist Watch and three Boxers of River Islanad both item are dispached through free mail.no tracking information and other record I had also contacted on facebook page of asos SARAH G , She Forwarded my complain and i got a reply that our decision is final your account is closed they had refunded only one order payment of 12.50 remaining 20GBP are still on hold by asos.

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Saqibonly's reply to Saqibonly's Comment

Written on: 20/04/2014

They had deactivated my account and have no acces to asos account

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Saqibonly's reply to Saqibonly's Comment

Written on: 22/04/2014

ASOS IS DOING FAKE BUSINESS WITH CUSTOMERS PLEASE DONT BUY WITH THEM.BAD CUSTOMER SUPPORT THEY USE ABUSIVE LANGUAGE AND NEVER ISSUES REFUNDS.I HAD ALSO RAISE THIS MATTER OF LOST ITEMS WITH VISA & MASTER CARDS .AND SOON IT WILL BE RAISED WITH PAYPAL SO FURTHER ACITONS SHOULD BE TAKEN AGAINST THEM.bad experiance with asos .they always use cheap shipping method and if parcel lost they do not issue refunds

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Asos.com's Response to saqibonly's Review

Written on: 29/04/2014

Sorry that you still feel this way Saqibonly. This defo isn't the case and if you pop a message over to us we'll explain it for you. We'll need some personal info from you to be able to look at your order details so please send over a Facebook message. As soon as we can grab the info we need in private we'll get on the case for you. ASOS Jennie

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★☆☆☆☆

“Worst experience ever”

Written on: 12/04/2014 by Mooreeo82 (1 review written)

If i could give it a zero star rating i would. I ordered a complete outfit from asos for a dinner I was attending but, I even paid express I was sent an email saying it had been dispatched and would be with me shortly and I was also told that it would get to me a day before my dinner. However I waited that day until 5pm and it still didn't arrive I checked my account and the customer care where I was told that it would arrive 11 DAYS from the delivery day. 11 DAYS!!!!!!!!!. I was completely… Read Full Review

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Asos.com's Comment

Written on: 15/04/2014

Hey Mooreeo82, this makes me so sad to hear. It sounds like your order went through our Standard del rather than Express. If you re-freshed the checkout or added more items to your basket, the delivery method would have reverted back to the default delivery service. Please make sure that you check all the deets are correct before hitting the "place order" tab and also scan your confirmation email just in case anything slipped your eyes. That way you can contact us and we'll try and sort it out for you - the earlier we here from you, the better. If you ever need us, you can send us an email through our Help page on the site or through Twitter and Facebook. ASOS Chantelle

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★★★★★

“Always a great experience!”

Written on: 10/04/2014 by GunnarGonzalez412 (1 review written)

Wow, I'm stunned to see the amount of people complaining about Asos! I have been a customer since 2012 and placed almost 20 orders in that time and NOT ONCE have I had an issue. Perfect sizing each time and I've never had to return anything. Items are all high quality and awesome value for money. Deliveries are always on time for me and I'm always excited to open my packages! It's a shame not everyone is as happy with the site as I am. I ALWAYS recommend Asos and they're all pretty satisfied… Read Full Review

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Asos.com's Comment

Written on: 10/04/2014

Hey, thank you so much for posting this lovely feedback. It's truly great to hear that you've been satisfied with all of your orders, and I hope you continue to shop with us for many years to come. ASOS David

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Sweety.fernandes's Comment

Written on: 16/04/2014

Never ever had a problem with asos :) I have ordered Somany times and has never been disappointed , I love asos, always hav found what I'm looking for :) great customer service! All I can say is thank you and please continue the good work x 5 stars from me

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Libmum43's Comment

Written on: 21/04/2014

Wait till you have to wait a month or so for your order! I wonder then will you be so gushing. Rubbish service from a rubbish company

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★★☆☆☆

“Used to be so good...”

Written on: 10/04/2014 by 114Bennett (1 review written)

Asos used to be the most fantastic shopping website for clothing. I have ordered over 20 times with them since maybe around 2 years ago. However, within the last 2 months they have gone downhill at huge speed. Around christmas time, when they should be the most 'crazy busy' of the year, i was getting my items with free standard delivery which was effectively next day! It was fantastic, using my student discount and then having the stuff delivered free next day! Lately though, the standard… Read Full Review

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Asos.com's Comment

Written on: 10/04/2014

Hey, I'm sorry to hear about your recent order being out of stock, I realise having to wait 5 days to be told this is frustrating and upsetting. Please be assured that our Premier members never have priority over stock availability. I really hope this experience doesn't deter you from shopping with us in future. If you could get back in contact with us and quote the Review Centre, so we can try and make it up to you that would be great. ASOS David

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★☆☆☆☆

“Suck with customer service ”

Written on: 08/04/2014 by 386McLain (1 review written)

I ordered product from this website many time. The delivery never deley . So, I think this website is good and knowable. However, I order product as I did before but this time I order over £100. After I pay. They send email to me that my delivery will delay. Anyway , I can wait. So I wait around 5 days later. No one send any email to me.So I call customer service. They also don't know where is my product. They said that they will email to housewares . It's very useless to call them… Read Full Review

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Asos.com's Comment

Written on: 08/04/2014

Hey 386McLain, I'm really sorry to hear that you have had such problems with your orders. We can deffo find out where your order is and why it hasn't been delivered, we'll just need you to send us over a private message on FB or a tweet at @ASOS_HeretoHelp. We're crazy busy at the moment but we are getting back to everyone as soon as we can - pinky promise! ASOS Chantelle

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Libmum43's Comment

Written on: 08/04/2014

there we go again with the crazy busy comment lol

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★★★★☆

“I don't understand the bad reviews. ”

Written on: 05/04/2014 by JDubbiscool (1 review written)

After discovering Asos, I've made 5-6 orders. About 15-20 pieces total. I got a knit Sonia Rykiel dress that is to die for! It was out of stock everywhere else. I love Asos for that. The Asos brand itself varies in quality, but has never led me to send anything back due to quality, and I'm pretty picky. I also love the runway video's to get a real sense of how something looks/fits/lays. Shipping is lightning fast and the free returns are wonderful! I'm surprised to see people groaning about… Read Full Review

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Asos.com's Response to JDubbiscool's Review

Written on: 08/04/2014

Hey JDubbiscool, thanks so much for taking the time to air your views. It's great to hear how happy you are with your experience with us. We're crazy busy at the mo and it always brightens our day to hear such nice words - Thanks so much! ASOS Chantelle

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Libmum43's Response to JDubbiscool's Review

Written on: 08/04/2014

2 weeks for delivery lightening fast!!! lol

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★☆☆☆☆

“Asos have gone downhill”

Written on: 03/04/2014 by libmum43 (4 reviews written)

I used to enjoy shopping with asos but lately they have gone badly downhill. Delivery used to be so fast but now you are lucky if you get your items within 2 weeks. Have tried emailing numerous times via facebook but no one bothers to respond. Asos, you need to look after your customers more. Sort out your delivery times and a customer care team who actually care! Wont be shopping with you again… Read Full Review

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Asos.com's Response to libmum43's Review

Written on: 03/04/2014

Hey libmum43, I'm really sorry to hear your thoughts on our delivery at the mo. We're crazy busy, so orders are taking longer than usual to be shipped. I promise we reply to every single tweet and FB message, as I said we're really busy but we will get back to them as soon as we can. If you want to send us over another FB message, please do so and we'll answer any Q's you have as soon as we get to you. ASOS Chantelle

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Libmum43's reply to Asos.com's Comment

Written on: 04/04/2014

Still waiting on a response from ASOS but they don't bother responding to emails. Last one said the warehouse was extremely busy, seems ASOS are struggling to fulfil orders. Greedy company, take your money and don't deliver. Sort out your warehouse issues and look after your customers!

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Asos.com's reply to Libmum43's Comment

Written on: 08/04/2014

Hey Libmum43, we're crazy busy at the mo so we've had to extend our delivery timeframes. Your parcel will take longer to be despatched but should still be delivered by the date on your confirmation email. You should have had a reply by now, if you haven't please leave a comment on our Facebook wall and we'll check it out as soon as we can. ASOS Chantelle

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Libmum43's reply to Asos.com's Comment

Written on: 08/04/2014

it might be good an idea if ASOS communicated with their customers and explained they are having difficulties getting orders out on time. Don't know how many times I've heard the word "crazy busy", lol. It must be ASOS's standard cut and paste response. Perhaps, instead of spending time on these sites Chantelle, your time could be utilised better within the company.

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★☆☆☆☆

“Placed 2 orders, both undelivered”

Written on: 28/03/2014 by Nuanalog (1 review written)

Waited a month on first order and asked for a refund. No explanation given. 2nd order now approaching a month. Wrote customer service on failed order, they said all they can offer is an apology. I was told to wait 2 weeks and if not there contact them back. That leaves a paying customer another month with nothing to show for. Posted a warning to future consumers on their Facebook page which was taken down immediately. No accountability on ASOS for delivering purchased goods, and… Read Full Review

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Asos.com's Response to Nuanalog's Review

Written on: 31/03/2014

Hi, I'm so sorry to hear this - this isn't what we like to hear at all. Please can you pop all the details over to us in a Facebook message or you can tweet us, and we'll take a closer look at this for you. ASOS Julia

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★☆☆☆☆

“Absolutely appalled with ASOS”

Written on: 24/03/2014 by Wise329 (1 review written)

I ordered a bra from Asos and was accidentally sent a black vest instead. I emailed Asos about this and received an email apologising for the mistake and that they would send me out another BLACK VEST immediately!!! At this point I just wanted my money refunded so organised for the vest tops to be collected by one of their couriers the next day. I waited most of the day for them to pick up my parcels and then received an email that EVENING saying that the collection had been cancelled… Read Full Review

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Asos.com's Comment

Written on: 26/03/2014

Hey Wise329, I think there has been some confusion caused by the email we sent you. Please could you send me over a private message on Facebook with your order number so I can help you out? Thanks. ASOS Chantelle

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Wise239's Comment

Written on: 27/03/2014

No thank you, I don't want to be sent any more vest tops!

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Asos.com's Comment

Written on: 28/03/2014

Hey Wise239, I just wanted to help you out and make the situation better for you. I am truly sorry and if you do want to chat, you know where we are. ASOS Chantelle

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★★★★★

“Never a problem”

Written on: 23/03/2014 by MarieRuiz68 (1 review written)

I have ordered many things from ASOS. All deliveries have been on time, the clothes are usually pretty good, and the prices are good. I've also had to return things, and never had a problem with that either. Returns are free which is nice, and my refund/exchange has always been processed quickly… Read Full Review

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Asos.com's Comment

Written on: 26/03/2014

Hey, thanks so much for taking the time to let everybody know of your experience as an ASOS customer. It's great to hear and glad that you have such good words to say about us. This has made our day so thank you! ASOS Chantelle

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★☆☆☆☆

“We require a blood sample”

Written on: 21/03/2014 by Tobinrl130 (1 review written)

After sniping a $2000 jacket for $500 in my size, I jumped right into the purchase. Obvious fail. I have made numerous purchases before totally a few thousand on the account, however this time, they required multiple forms of ID in order to place the order, with no particular reasoning as to why, even when asked. So I provided a copies of a drivers license, but they also requested a full photocopy of my credit card. Obviously, not being a dunce, I didn't want to email a full copy of my credit… Read Full Review

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Asos.com's Comment

Written on: 22/03/2014

Hey, really sorry to hear this - this isn't what we like to hear at all. Please can you pop all the details over to us in a Facebook message or you can tweet us at @ASOS_HeretoHelp and we'll take a closer look at this for you. ASOS Lauren

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