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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★☆☆☆☆

“Worse Experience Ever! ”

Written on: 15/03/2014 by crippler87 (2 reviews written)

I have ordered 2 item with delivery before 1 PM on Saturday 15th March. I have received the tracking Number and the message from DPD courier that the parcel will be delivered before 10:50. I have tracked the delivery through the website and at 10:40 the driver was very close to my address. Then after 5 minutes appeared the following Message: "Sorry, your parcel could not be delivered as your DPD driver could not find your address; we will update you here shortly" So I have called the… Read Full Review

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Asos.com's Response to crippler87's Review

Written on: 17/03/2014

Hey crippler87, Sorry to hear about your experience. So that we can help you out with this, please could you contact us via our Facebook or tweet us at @ASOS_HeretoHelp. We'll then look into this further for you. ASOS Ramana

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Asos.com's Response to crippler87's Review

Written on: 26/03/2014

Hey, I'm so saddened to hear of your latest ASOS experience. Let me re-assure you that we are a legit company and this is not a scam. We have 24/7 customer service, even on Christmas day, I'm sorry to hear that you feel differently. Was your order delivered on the Monday? If you would like to talk more on this, please send me over a private message on Facebook or you can tweet us. ASOS Chantelle

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★☆☆☆☆

“Very disappointed ”

Written on: 04/03/2014 by Bauerzv1983 (1 review written)

I have been a customer of asos for a few years without any problems personally. About 6 months ago, my sister ordered a dress in size 6 but a size 12 was delivered instead (the label said 6 but the tag on the dress said 12). Asos refunded and we assumed this would be a one off. I ordered a pair of jeans in an xs and an xl was delivered (again the label said xs). I sent the item back and also emailed asos as instructed on the return sheet. Asos say that they reply within 4-5 hours. It has been 6… Read Full Review

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Asos.com's Comment

Written on: 05/03/2014

Hey Bauerzv1983, I'm so sorry to hear you and your sister received the wrong items, this def isn't what we like to hear. I'm also sorry to hear you've not received a reply to your email about this. Please can you ping over a message to me on Facebook or Twitter (@ASOS_HeretoHelp) with your order number so I can take a closer look in to this for you.

I hope to hear from you soon,

ASOS Char

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★★★★★

“ASOS IS AMAZING”

Written on: 01/03/2014 by mopsaaa (0 reviews written)

Good value for money,genuine goods,really quick international delivery. I'm really happy with their customer service as well.If you have any inquiries,they always reply helpfully within 1-2 hours. I would definitely recommend ASOS. Keep it up !!!… Read Full Review

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Asos.com's Response to mopsaaa's Review

Written on: 05/03/2014

Hey Mopsaaa, Aww thanks for the lovely feedback, glad you were happy with our service!

If you ever need anything in the future, you know where to find us!

ASOS Char

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★☆☆☆☆

“Worst internet shopping site i have ever used! NEVER...”

Written on: 27/02/2014

Ordered a gift voucher for a present for someone. Had no confirmation email so waited until the end of the day for it. Rang customer services, after spending ages looking for a contact number. Was told it would be re-issued in 15 minutes. Waited another day, still no sign even though the money had been taken out of my account. Anyway, a week later and after 5 phone calls and 2 emails, i still have nothing and i am told different stories each time, that its takes 15 minutes to re-issue it… Read Full Review

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Asos.com's Comment

Written on: 05/03/2014

Hey,

I'm so sorry to hear about this, this is def not the kind of service we like to provide here at ASOS. Gift vouchers usually reach the recipients email address within 48 hours. If you'd like to drop us a message on Facebook or Twitter (@ASOS_HeretoHelp) I'd be more than happy to take a closer look in to this for you?

All the best,

ASOS Char

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★☆☆☆☆

“Horrible customer service & refund/exchange policy”

Written on: 19/02/2014

My only wish is that I have read those reviews before I spend my money on ASOS, here is my story: I made my first purchase couple weeks ago for an order over $150 with a $25 off coupon. Turns out the pant ($53.71) won’t fit me, since they do not offer exchange in the US, I have to return it and make another purchase separately. ASOS received my return merchandise but ONLY credit me $28.71 back because they auto-deducted the $25 coupon that I used for my first order even though it is… Read Full Review

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Asos.com's Comment

Written on: 20/02/2014

Hey, I'm sorry to hear of your trouble with your return. If you originally used a "spend and save" code, your order total must be over that amount for the code to work. As you returned one of the items, this would have taken the total to below the minimum spend of the code, meaning the order would no longer qualify to use that code. This also means that the discount will be deducted off of the item you returned. You haven't lost out on $25, as this was paid for with the code rather than you actually paying for the item. I'm sorry that this has caused you disappointment but I hope this has made this clearer for you, if you ever use a "spend and save" code in the future. ASOS Chantelle

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Clstudio's Comment

Written on: 20/02/2014

I understand the policy IF that is an actual return. Have you read my previous post? It is an EXCHANGE, not a RETURN, especially since my second exchange order is way over $150, that should qualify me to obtain the original coupon. It’s 21 century, you don’t treat your customer like that. There are many other places I can shop for without having this kind of headache.

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Asos.com's Comment

Written on: 20/02/2014

Hey Clstudio,

We understand your frustration, but as we do not offer exchanges to the US and you've had to place a new order - our system wouldn't view the as an exchange.

We're really sorry for the confusion and mix up, if you come have a chat with us on twitter/facebook - we'll see if it's possible to replace the code on this occasion for you.

ASOS Kym

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Clstudio's Comment

Written on: 20/02/2014

There is not much of confusion but only frustration. I understand there is no exchange in the US as I’ve mentioned from my first post (last sentence, second paragraph), I also understand it is auto-adjustment by the system which is why I contacted the customer service trying to straight this out days ago.

After waiting for days with no reply, I PM ASOS via Facebook yesterday but the rep insist there will be no credit back after I explained the situation. That leaves me no choice but leaving a negative feedback.

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Asos.com's Comment

Written on: 21/02/2014

Hey Clstudio, please can you let me know your FB name so that I can pick up your message? ASOS Chantelle

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Clstudio's Comment

Written on: 21/02/2014

I am not going to disclose my FB name here, it’s against the privacy law. However, you should have the private message from me on 2/19 at 10AM CT. I am going to provide the order number instead since ASOS should be the only one have access to it :100832566 & 101634614.

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Asos.com's Comment

Written on: 24/02/2014

Hey, Thanks for getting back to us, that's perfectly understandable you don't want that kind of info floating about. I can see we last spoke to you on 19th Feb about this. If you'd like to reply to that message mentioning this review and your username and we'll take a peek in to it further for you. ASOS Char

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Clstudio's Comment

Written on: 25/02/2014

After a week of exchanging emails via review site and facebook, ASOS has tried their hardest to make sure that the term ‘customer service’ does not exist at their company. Not only do they insist there will be NO credit back, they have also wasted my time. If you’re bored, looking to be frustrated and pay more than you expect, then ASOS has the shopping experience you’re looking for.

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Asos.com's Comment

Written on: 26/02/2014

We're very sorry that you feel this way CLstudio. Unfortunately this is the T&C's of a minimum spend discount and we aren't able to honour this discount if these haven't been met. If there is anything else you;d like to discuss with us please feel free to pop a PM over to our Facebook page and we'll be more than happy to help. We hope we see you again soon and that we get the opportunity to make this up to you another way. ASOS Jennie

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★★★★☆

“Good experience”

Written on: 17/02/2014 by bevredsox (2 reviews written)

I bought a few dresses and other items a few months ago and I have to say that my overall experience with Asos was good. The dresses I ordered was of quite good quality but not amazing but I didn't expect amazing for the price I was paying. The only minor problem I can think of was the sizing as it seems so many brands vary a lot. Lucky my sister is good with a sewing machine so she took the waist of one of the dresses in a little for me so it fits fine now. Not perfect but as I said, for the… Read Full Review

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Asos.com's Response to bevredsox's Review

Written on: 18/02/2014

Hey, thank you for taking the time to post your feedback. I'm really pleased that you're happy with the clothes and price points we offer. Please be assured that we're always looking to change and adapt our products and this feedback is duly noted. Thanks ASOS David

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★☆☆☆☆

“utterly useless”

Written on: 13/02/2014 by pinkfx (1 review written)

Originally ordered four items, received confirmation for those items, then got told one of those items wasn't in stock. OK.. ASOS informed to reorder.. did just that and found the item was in stock.. OK. ordered again, then cancelled the order due to incorrect delivery.. then ordered the exact items again and one of the items wasn't in stock.. OK.. they refunded me for that item, I received two emails saying that my orders have been dispatched.. I contacted them, they ensured me that they would… Read Full Review

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Asos.com's Response to pinkfx's Review

Written on: 18/02/2014

Hey, I'm truly sorry to hear what's happened with your recent orders with us - talk about a rigamarole! I'd really like it if you got back in touch with us so we can make it up to you. Please feel free to contact us via our help and contact page, or Facebook/Twitter sites and quote the 'review centre'. Thanks ASOS David

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Pinkfx's reply to Asos.com's Comment

Written on: 20/02/2014

This is a classic response from ASOS: Hey Damian, I'm not sure I understand what your query is - have you got a problem with one of your orders? ASOS Jess.

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Asos.com's reply to Pinkfx's Comment

Written on: 20/02/2014

Oh, I'm sorry about this.

Could you send us over another message, if you include these messages (if you take some screenshots) and the order numbers fo your parcels - we'll be able to get everything sorted.

Pinky promise!

ASOS Kym

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Pinkfx's reply to Asos.com's Comment

Written on: 21/02/2014

Provided screenshots of this and both order numbers.. I feel like I'm talking to a bunch of imbeciles that aren't able to liaise with one another, you're now wasting my time: HI, You've provided two different order numbers here. If you could let me know, through here, what the issue was with your orders, and how I can help you, we can move forward and get this sorted for you. ASOS

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Pinkfx's reply to Asos.com's Comment

Written on: 21/02/2014

As requested, sent both order numbers and screenshots and received another clueless response. I'll be taking my business elsewhere in the future, clearly ASOS customer care team aren't able to liaise with one another..... HI, You've provided two different order numbers here. If you could let me know, through here, what the issue was with your orders, and how I can help you, we can move forward and get this sorted for you. ASOS.

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Asos.com's reply to Pinkfx's Comment

Written on: 26/02/2014

So sorry about this. Can you pop your order number over here for us and we'll pick your message up? Can you also let us know if you contact on FB or Twitter and either your Twitter handle or whether your FB name is the same as on your order? We'd love to get this sorted for you so as soon as this is confirmed we'll get on the case. ASOS Jennie

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Pinkfx's reply to Asos.com's Comment

Written on: 26/02/2014

Are you asking me because you genuinely want to prove to me that ASOS customer service isn't what I've experienced, and in fact I'm having a bad dream? I doubt very much you're going to be able to 'sort' this out for me. I suggest you start liaising with your colleagues, maybe ask the question: As anybody dealt with a customer sending screenshots of some review website via Facebook. What a fantastic start; I’ve done part of your job for you. Then ask, did this person send you two order numbers annnnnnnnd.. did he have the same name on both his orders and Facebook? Honestly.. Maybe I should do your job for you.

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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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