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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★☆☆☆☆

“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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★★★☆☆

“Disappointed ”

Written on: 09/01/2014 by Pointer14 (1 review written)

I bought a dress from Asos, the delivery was very quick and efficient. I opened my parcel and instantly fell in love with the dress, it's gorgeous. The price was also very reasonable at £36. However, when I tried it on, the zip doesn't come down all the way, it gets stuck. So I cannot get the dress on or off. And after a drunken night out (which is what I bought the dress for) I highly doubt il be able to get it off without ripping it… Read Full Review

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Asos.com's Response to Pointer14's Review

Written on: 18/01/2014

Oh no! I hope this didn't ruin your night out? Don't despair - this dress is faulty and you'll have no problems returning it for a replacement. All you need to do is let us know your order number and registered email address. You can send these details via Twitter or Facebook via our fan page. As soon as we get the deets we'll sort this right out for you. ASOS Donna

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★★★★☆

“Always accurate, accept returns easily”

Written on: 08/01/2014 by sara5759 (2 reviews written)

Iv been shopping on asos for years and i made the silly mistake of shopping on boohoo recently. It wasnt until i had a bad shopping experience elsewhere that i realised how great asos actually is. Yes some of there clothes lack in quality however 1. they accept your returns and put the money straight back in ur account. 2. you can easily track where your item is 3. customer service are quick to respond. I like them! Like I said i wont be shopping anywhere else online. Asos is safe compared to… Read Full Review

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Angrypants's Response to sara5759's Review

Written on: 16/01/2014

another ASOS staffer I imagine.

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Sara5759's reply to Angrypants's Comment

Written on: 17/01/2014

Lol I'm pretty sure that's illegal if I worked for asos
And left good reviews. Not all reviews need to be negative.
How about some praise once in a while for the companies that actually
Do value customer service.

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Asos.com's reply to Sara5759's Comment

Written on: 18/01/2014

Thanks for your feedback! It's always nice to hear that we've got happy shoppers. ASOS Donna

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Asos.com's reply to Angrypants's Comment

Written on: 18/01/2014

All reviews you see our left by real customers. We'll never leave false comments but we will respond to all reviews - good or bad. If there's something you'd like us to help you with drop us a message via our help and contact pages. ASOS Donna

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★☆☆☆☆

“CUSTOMER SERVICE SUCKS ”

Written on: 08/01/2014 by UPSETWITHASOS (1 review written)

I ordered a dress they sentthe wrong dress then replaced it after i asked for them not to send another dress. I asked them to just process my return ..they then they sent the right dress wrong size . I returned it now it has been nearly a month and customer service keeps giving the run around about crediting my return i ma about to repor thme to my card company… Read Full Review

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Asos.com's Response to UPSETWITHASOS's Review

Written on: 18/01/2014

I'm so sorry that your order was wrong and that you didn't receive the refund that you wanted. So that I can look into this for you please can you drop me a message with your order number and registered email to our Twitter account or via our Facebook Page. As soon as I have the details I'll get straight on the case for you. ASOS

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★★☆☆☆

“POOR CUSTOMER RESPONSE”

Written on: 07/01/2014

i purchased a dress from asos.com back in december and payment and everything went through successfully...! i was asked to pay the taxes to which i responded and my the amount i was t pay. NOW on the tracker it says my order has reached NEW DELHI and will b delivered to me shortly but next day it says that the shipping address which is of Indore is incomplete. Now from the past seven days i have no idea what to do, whom to contact....? all the phone no's for India are not working and the… Read Full Review

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Asos.com's Comment

Written on: 18/01/2014

I'm sorry that your order hasn't arrived yet and that you're unsure how to contact us. We offer customer care via email, Twitter and Facebook 24/7. Please could you follow one of the methods below sending us all the details so that we can track this order for you.

Email us
Tweet us
Facebook us

As soon as the order number and registered email address has been received we'll get on the case for you. Thanks ASOS

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Princessnb's Comment

Written on: 24/02/2014

This is a huge problem with their new delivery service WN. Hate that you have to pay customs BEFORE the item is even shipped, and then it takes forever for the package to actually arrive. I wish they hadn't switched from Royal Mail—I never had a problem with Royal Mail, didn't have to pay customs, and items actually arrived quicker than this stupid new service.

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★☆☆☆☆

“Terrible service- don't even give them a try”

Written on: 04/01/2014 by dailyshopper (1 review written)

I ordered my first item well intime for Christmas, they lost it, ordered a replacement, this time paid for quick delivery, this time they mailed they did not have it in stock and only refunded me for the item, contacted them twice by mail asking for my postage charge, still waiting. Waste of my money and waste of my time, Asos, never again… Read Full Review

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Asos.com's Response to dailyshopper's Review

Written on: 18/01/2014

I'm so sorry that you didn't receive the service we'd expect you to receive. If you could drop the details over to on Twitter or via our Facebook page I'll be happy to take a look into this for you. ASOS Donna G

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★☆☆☆☆

“IT IS GREAT!!!”

Written on: 02/01/2014

I ORDERED JEANS WORTH £300 AND DID NOT RECIEVE THEM. tHEY WERE MENT TO COME A DAY BEFORE CHRISTMAS BUT IT STILL HAS NOT COME. TODAY IS DEC 31 AND STILL HAVE NOT RECIEVED IT. I JOKE...HAHAHA… Read Full Review

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Len89's Comment

Written on: 02/01/2014

I have had the same thing happen TWICE already!! Never order on ASos again!!

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm so sorry that your jeans didn't arrive in time. So I can take a look at this for you please pop all the order information over via the 'contact us' section of the website or if you'd prefer to tweet us. Sorry again and I look forward to hearing from you and getting this sorted. ASOS Sarah

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★☆☆☆☆

“horrific worst customer service ever”

Written on: 01/01/2014

i ordered a dress the money was instantly taken from my account i cancelled within 15 min but the order was posted to me now im expected to pay for returns...by the way the dress is a rag.........I WOULD ADVISE TO STAY WELL AWAY...THE STOLE MY MONEY AFTER I CANCELLED… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm really sorry to hear this. That shouldn't of happened. So I can look into this further please pop all the order information over via the 'contact us' section of the website. Thank you! ASOS Sarah

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★★★★★

“Great website and clothes!!”

Written on: 30/12/2013

I have never had any issues with ASOS and buy from the sight regularly! Delivery of my items is always on time and efficient! If I'm at work my parcels are left with my neighbour (which I love as I hate having to go out my way to depots to collect parcels!) I would recommend this site for avid fashion lovers, for great clothes and reasonable prices!… Read Full Review

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Annarose's Comment

Written on: 01/01/2014

This is a fake review!!!

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Asos.com's Comment

Written on: 06/01/2014

Hey, thank you so much for the lovely review. Good reviews like this are really welcomed and I will pass your postive feedback on to the rest of the guys here at ASOS! If there's anything you ever need please just shout! ASOS Sarah

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★☆☆☆☆

“ASOS sent me late, crushed, Christmas presents”

Written on: 29/12/2013

I ordered really expensive hats as Christmas presents, on the 16th, and they were guaranteed to make it by Christmas. Well, they didn't get here until two days afterwards. They also came in a soft plastic bag, instead of a box. They were COMPLETELY CRUSHED! Who mails a hat in a bag??? I am now getting the run around from their BS customer service team, who keeps telling me my email address doesn't match the one they have on file so they can't talk to me, which is just BS. I gave them my name… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm so sorry to hear that the hats didn't arrive in time for Christmas and that they were damaged when they arrived. If this has still not been sorted please tweet with the order number and we can get on the case right away for you. Or if you'd prefer please message us via the 'contact us' section on the website and include your registered email address. Sorry again. ASOS Sarah

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★☆☆☆☆

“Possibly the worst customer service I've ever encountered.”

Written on: 23/12/2013 by Angrypants (1 review written)

This company failed to deliver on time so I cancelled the order as per UK distance selling regulations. So far we're up to nearly 20 emails and no reasonable response from the company at all. After failing to deliver on the correct day they attempted to deliver on a later date and then produced a forged signature claiming delivery had been made, this was after I'd cancelled the order because they failed to deliver on the correct date. The goods were never delivered. You'll be dead lucky to find… Read Full Review

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Asos.com's Response to Angrypants's Review

Written on: 06/01/2014

Hey, I'm so sorry to hear that you had some trouble with the delivery of your parcel and that no one got back to you sooner about this. I'm hoping this has now been resolved for you but if not please pop all the order details over in a tweet or in a message via the 'contact us' section on the website. Sorry again. ASOS Sarah

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Angrypants's reply to Asos.com's Comment

Written on: 16/01/2014

Several weeks later and the promised refund still hasn't materialised.
Even after the CEO took an interest in this case they still don't respond properly,
still taking days to reply to mail,
still never the same person twice,
still no named person to deal with the problem.

Weeks later and still the same note on the auto reply email;

"P.S - We're really sorry if it takes us a little longer than normal to respond, there's no need to resend your email - we're on it!"

I got a mail to the CEO by trying various formats of name with the address, and a few other similar, it doesn't take a minute to do, sadly though none of the directors care enough about the customer service of their company to do anything about it.

This is far and away the worst customer service of any company I have ever dealt with in any field of business ever.

Have a great day.

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★☆☆☆☆

“NOOOOOOO”

Written on: 23/12/2013

Their customer service is horrid. I am so angry. I haven't received my order and it has been well over the due date. I tried getting in contact with them only for them to tell me that they would get back to me within a 48 hour period....it's been over two weeks now. I'm never doing this again. If I haven't received my item now I HIGHLY doubt I will receive it by the 25 of this month… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, 'm so sorry that your order didn't arrive in time and that no one has got back to you sooner. I'm hoping this has all now been resolved for you however if you do need any more help please drop us a message via the 'contact us' section on the website and we can get it sorted right away. ASOS Sarah

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★☆☆☆☆

“False and Misleading Advertising!”

Written on: 20/12/2013

Below is an overview of my experience I posted onto ASOS facebook page today. They clearly don't wish to address complaints publicly as they've deleted the post twice now and also my subsequent post asking why they're deleting them! Make you're own minds up with this behavior and see if any of the following resonates with your own experience of dealing with their business. Think twice before ordering anything from this company. Over the past 18 months I’ve had numerous complaints escalated… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hi,

We’re really sorry to hear that you’ve had some bad experiences with us recently. We want you to have an easy and enjoyable shopping experience with us and I’m so sorry that this has clearly not been the case on the occasions mentioned below.

We have a team here at Customer Care who are dedicated to answering escalated complaints and sensitive issues-they are keen to look into all issues in detail and help to get this sorted for you. So that they can contact you by email, please could you confirm your email address and any relevant order numbers?

Again, we’re really sorry that you feel let down and we look forward to hearing from you in order to help get this sorted. ASOS Sarah

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Mraa's Comment

Written on: 07/01/2014

I forwarded this review to ASOS over 2 weeks ago. I got the usual run around, smoke and mirrors!

Why are you posting your reply via this public review site, when privately you've already been in touch over 2 weeks ago?

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