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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★☆☆☆☆

“Parcel allowed to be accepted and signed by other,...”

Written on: 20/12/2013 by ronaldlm (1 review written)

Parcel delivered to the wrong address twice, signed by two other person (clearly not me), NO ID CHECKING?! Numerous emails, calls and a lot of effort just to track down the parcel myself. Prompt reply by ASOS customer service but not very helpful at all (except for Peter and Gabby from the customer service team). But horrible experience! They need to change their local courier agent in Australia. Horrible courier!… Read Full Review

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Asos.com's Response to ronaldlm's Review

Written on: 06/01/2014

Hey, I'm so sorry to hear that your parcel was delivered to the wrong address, that's really not cool. So we can look into this further please pop all the order details over in a message via the 'contact us' section on the website. I can then see what went wrong and make sure all your feedback is passed on to our logistics team and our courier in Australia. ASOS Sarah

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★★★★★

“Best shopping online experience so far..”

Written on: 19/12/2013 by nargizausmanova (1 review written)

I am really shocked to see Asos score is so low here and some weird Chinese shops have 9,5 out of 10!I had an amazing shopping experience with them. It is not easy to find a reputable online store shipping worldwide but they have sent all my orders to Uzbekistan within 3-7 days. I have also return experience with them, i paid the post, but it was smooth and nice experience over all. They returned the money to my Visa card in 15 days or so. I strongly recommend Asos for fashion lovers like… Read Full Review

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Asos.com's Response to nargizausmanova's Review

Written on: 06/01/2014

Hey, thanks so much for the lovely review. Hearing our customers feedback is super important to us and really makes our day! I hope you continue to have an easy shopping experience with us but if you ever need anything just shout! ASOS Sarah

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★☆☆☆☆

“HORRIBLE customer service for a package I NEVER received”

Written on: 18/12/2013

If I could give no stars, I would. This was a TERRIBLE experience. I ordered 3 dresses in 2 different sizes since it was free shipping both ways. I wanted to pick one of the 6 dresses to wear to a holiday party Dec 14, so I ordered the dresses December 3 and was excited to know that with free shipping, they would be here December 12. WRONG. Not only did they never show up, but I was charged for an international fee (which on the website they said they would cover this cost) and I emailed them 4… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm so sorry that the order never arrived and that no one got back to you sooner. So we can get this straightened out for you please pop all the details over in a message via the 'contact us' section of the website or on twitter if you'd prefer. Thanks! ASOS Sarah

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★★★☆☆

“Unsealed beauty products”

Written on: 17/12/2013 by prettyht (1 review written)

I had ordered thrice from ASOS.com and there was no problem but I noticed the beauty products I ordered were not sealed, no manufacture date , expiry date , price tag etc. This is a serious let down. I never expected such a website to have such shortcomings. I wonder if the items are fresh or expired. I wrote an email, but got no response. Apart from this , now from my last order I noticed the current ASOS delivery partner is asking to pay custom duties online even for small orders ( 5-6 GBP)… Read Full Review

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Asos.com's Response to prettyht's Review

Written on: 06/01/2014

Hey, I'm really sorry about this! In regards to our beauty products all of our stock is genuine new stock that we purchase directly from the beauty brand. So I can look into your orders containing beauty products please tweet us the order number or pop a message over to us via the 'contact us' section of the website.

In regards to the customs fees any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. For more info give your local customs office a call. If you pop this order number to us also we can look into this right away for you and hopefully get it sorted. ASOS Sarah

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★☆☆☆☆

“Terrible reply ”

Written on: 16/12/2013

RIDICULOUS. I have been checking my mail box daily for the past 25 days which i have allowed them extra 9 days or whatever reason they gave me. They sent me a few email trying to give me replacement which wants me to wait for an extra 15 days, what is this? After that, they told me that the items are out of stock, refund my money back within the same email, and wants me to wait for 5-10days for the money transition. What do I get from all those waiting? yea, 10% discount! Even their Christmas… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm so sorry that your order didn't arrive and that we were unable to send a replacement out for you. The time frame we advise is the longest it could take, it's usually much quicker but once we've issued the refund from our end the processing time is down to your card issuer or bank. If you have any more questions please let me know. ASOS Sarah

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★☆☆☆☆

“The worst experience ever”

Written on: 15/12/2013

I ordered from asos once and will never do it again. The quality of the products was so poor that I sent everything back, which I had to pay €20 for. The worts part was their customer service. Asos kept sending me advertisements every day, and would not stop even though I repeatedly asked them to remove me from all their distribution lists. The staff was ignorant and replied to my requests with a standard email, saying that they had taken me off the distribution list. But they didn't and… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm really sorry to hear you weren't happy with your items and that it took so long to remove you from the mailing list. So I can look into this and make sure your feedback is passed on please tweet us or message us via the website with your email address. Sorry again about this and if there's anything else you need please let me know. ASOS Sarah

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★☆☆☆☆

“rubbish”

Written on: 12/12/2013

I have ordered from ASOS a few times and every time has been horrible. I live in a very easy area for delivery and every time I have had to chase my order down. I know delivery is not the fault of ASOS more the fault of Hermes but a company as big as ASOS should use a more reputable courier such as Interlink or Parcel Force. When Hermes do not deliver my orders I call the 'Customer Service' line where I am greeted with people that sound as if they are kept there by a ball and chain. They… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, I'm so sorry to hear that you've had trouble with some of your deliveries. That's really not what we like to hear and customers feedback is super important to us here at ASOS. So I can take a look at what went wrong here please tweet us the order details or pop them over in a message via the 'contact us' section of the website. Thanks! ASOS Sarah

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★☆☆☆☆

“Terrible customer service”

Written on: 11/12/2013 by Tom1234512 (1 review written)

Great shop but unacceptable customer service, they charge high street prices but then do not help when their own website crashes due to high volume!! Take a miss if you can!!… Read Full Review

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Asos.com's Response to Tom1234512's Review

Written on: 06/01/2014

Hey, I'm so sorry that you had trouble on the website recently. We had a few big promotions in December and due to the high volume of visitors on the site it did run slightly slower than usual a couple of times. Our IT team are working hard to ensure this doesn't happen again though. I'm really sorry again about this and if there's anything else you need please let me know. ASOS Sarah

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★★☆☆☆

“I've been buying stuff from your website for a while...”

Written on: 06/12/2013

I've been buying stuff from your website for a while and can't dtop raving about it to friends. So imagine my surprise when I received an email saying I needed to pay a duty on my most recent order which amounts to almost half of the total amount I've paid. Considering I've never been asked to pay a duty on any of my other orders and wasn't told about these charges during billing, I'm hoping this is a joke? If not, could you please look into it? Order number 93141538. Thanks… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, really sorry about this! Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea in future to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. If you still need help with your delivery please drop us a message via the website! ASOS Sarah

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★☆☆☆☆

“Terrible cheap clothing and poor customer service! ”

Written on: 05/12/2013 by forst003 (1 review written)

I returned the clothing because it was terribly made and cheap ... and I NEVER GOT MY MONEY BACK... ITs been 4 months and the customer service is terrible!!!Ive wasted over $50 in international calling!! Ive given up! SCREW YOU ASOS!… Read Full Review

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Asos.com's Response to forst003's Review

Written on: 09/12/2013

Hey, I'm truly sorry to hear this and I agree it's not acceptable to wait 4 months for a refund. Please can you get back in contact with us and quote 'Review Centre' - I'll then be happy to get this looked in to a-sap for you. Thanks ASOS David

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Forst003's reply to Asos.com's Comment

Written on: 09/12/2013

Four months of this problem... hundreds of emails, numerous twitter messages, facebook messages, hours and a lot of money calling internationally to try to get this resolved. Loved hearing the same thing "oh contact us and we will resolve this" only to do so and never have anyone actually resolve the issue. The response I got was, oh I need to refer this to someone else and then never heard back abou it. I think other people need a warning before doing business with you and need to know the level of customer service you "provide".

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★★★★★

“Love it!!!!!!!!!!!”

Written on: 04/12/2013 by jamee29 (2 reviews written)

For the past 2 years ASOS has been my only one and only shopping center. Great prices and can buy almost every type of garments you need!!!!! Fast delivery and great customer service… Read Full Review

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Asos.com's Response to jamee29's Review

Written on: 09/12/2013

Hey, I'm delighted to hear this and thanks for being such a loyal shopper! Have a great Xmas. ASOS David

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Yoly's reply to Asos.com's Comment

Written on: 21/12/2013

I hope that this is a good company to shop online with, as I've researched the reviews and such.

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★☆☆☆☆

“Worst Online Shop”

Written on: 02/12/2013 by Myaji (1 review written)

I placed an order last evening successfully but 1 hour later, to my surprise, Asos email me stated that they unable to process my order and my order has been cancelled and to complete my future orders.I'll need to send them the following: -A copy of your passport, ID card or driving licence. -A copy of your payment card statement dated within the last three months, clearly showing your name and billing address. Please blank out your card number, but leave the last four digits visible. -The… Read Full Review

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Asos.com's Response to Myaji's Review

Written on: 09/12/2013

Hey, I'm sorry that you have not been able to place an order with us. Please be rest assured that we have these security measures in place to make sure that our website is safe and secure and it is supposed to help all of our customers. I realise it's an inconvenience having to provide these documents, but once we have seen them you will be able to place orders with us without any problems. I do hope you change your mind and decide to shop with us in future. Thanks ASOS David

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★☆☆☆☆

“This is the Exact email i sent to asos following a...”

Written on: 01/12/2013 by idmah (1 review written)

This is the Exact email i sent to asos following a heated phone conversation. (i really hate being deceived, as i am an avid bargain hunter, and i hate to think that every time i bought 'Sale' item it was really a lie) To: ASOS Team I had wanted to buy a particular jacket for a while, I would say about two moths I had my eye on this particular jacket on your website, and it was retailing at £45 reduced from £65, I decided to buy this jacket on 30/11/2013, and made a purchase, that… Read Full Review

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Asos.com's Response to idmah's Review

Written on: 09/12/2013

Hey, thanks for posting your feedback about our website. I realise it's disappointing that the jacket had reverted back to it's original price, but as with all of our prices they are subject to change. We have various promos running at different times and sometimes we need to end one to start another. As we have over 60,000 items we’re not able to include everything in each promo so we try to offer something for everyone at some point. If you would like to discuss things further, I'd be more than happy to do so. All you need to do is contact us via the usual way or through Facebook/Twitter and quote 'Review Centre'. Thanks ASOS David

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Idmah's reply to Asos.com's Comment

Written on: 14/12/2013

@asos.com if there is a flash promo sale , but the prices have gone up from the night before, then it is no longer a sale, and you were promising all your customers 20% off but the previous day they could have bought it for far less, then this constitutes as a LIE. Period. Asos.com you could dress this Lie up anyway you want but it will still be clear as daylight as to what this company is doing.

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★☆☆☆☆

“I WANT MY MONEY BACK!!!”

Written on: 28/11/2013

Don't trust Asos. They didn't give me my money back. In every Mail from asos are new ridiculous feeble excuses, why they can't give me my money back. My Post on Facebook was cancelled immediately. This is rubbish! Don't by at asos! NEVER AGAIN!!!… Read Full Review

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Asos.com's Comment

Written on: 30/11/2013

Hey, sorry to hear this. We would never delete any messages or posts you put on Facebook. So we can take a closer look into this for you please send over your full query along with your order number to us through our help page on the website. You can also send the info over to us on our ASOS Facebook page or our customer care twitter page on @ASOS_Heretohelp. As soon as we get that through we'll get on the case as soon as we can. ASOS Gabby

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Annarose's Comment

Written on: 01/12/2013

Don't you want to understand? I said, there where a lot of E-Mails from Asos with a lot of stupid excuses, why Asos can't give me my money back. There was a new stupid E-Mail an hour ago. Asos gave me just a part of my money. Now I have to show Asos my statements of bank account of a whole month. Are you serious? Exactly that's the problem: You aren't serious!!! TO ALL CUSTOMERS: NEVER BUY ON ASOS!

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★☆☆☆☆

“They fail to deliver what they say”

Written on: 28/11/2013 by Karuna89 (1 review written)

Hello, I am a customer of asos I have ordered quite a lot from this site. Now a new story is there. I am being asked by wn direct people to pay Custom duty delivery of every order. Why is this happening?? I sent many mails to the customer care but never got any response. My orders areat their end. They are saying that they will delivery only when I pay that huge amount Why should I pay double the amount for a delivery?? There is some change in the way you deliver the products to… Read Full Review

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Asos.com's Response to Karuna89's Review

Written on: 28/11/2013

Hey, sorry to hear you're facing custom fees. I realise it can sometimes be a shock having to pay this, but it's not something we have any control over. I would recommend in future placing smaller separate orders with standard delivery to avoid customs fees. If you do not wish to pay the fees we can ask for the courier to send the parcel back to us for a refund. If you haven't yet had a reply from us, please get back in contact and quote the 'review centre'. Thanks ASOS David

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Karuna89's reply to Asos.com's Comment

Written on: 28/11/2013

Hay, please tell me how you delivered all the orders before?
I have placed many orders and they were way more expensive than this one. Why is this happening now. This company you are using is not good.please deliver every product the same old way.
I mailed you people at least 50 times but never get any response.
Please i'll not order in future. Just do it for all the pending orders.
Please send them the old way

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Karuna89's reply to Karuna89's Comment

Written on: 28/11/2013

You people were sending all the parcels by postal service.
There was no tracking available.there was no duty cost involved.
I have your earlier mails so don't say that there was the same system before.
The courier people also told me that this is the first time they are given the work.
It was my mistake to order.
Just refund the amount.
This is so wrong
I got a mail today saying that they can't help any further.
Almost 20000 rs are involved and such service.
I am so disappointed

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Asos.com's reply to Karuna89's Comment

Written on: 30/11/2013

Hey Karuna, the courier used to send your orders will always depend on the weight and size of the parcel - we advise this on our help pages on the website. If you'd like us to take a closer look into this for you, please reply to the emails you've already been sent so that the right team can look into this for you. Thanks, ASOS Gabby

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Prettyht's reply to Asos.com's Comment

Written on: 17/12/2013

Seriously ASOS.com we will never order again from you if this will continue, because atleast I can't pay the duties online by paypal as my card is not accepted and even my order is only 5 GBP and still I am asked to pay duty. What the hell is this? I also ordere before and at least on small orders such as this I never had to pay any duties, that too online. This is horrible. DHL or FedEx never ask to pay duties before the item is delivered. We only pay the duties in cash when the parcel reaches and that is when the orders are above 100 usd

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★☆☆☆☆

“Asos failed to take responsibility”

Written on: 27/11/2013

i made an order from Asos as I required items to give as gifts for christmas. As soon as my package arrived I had several of them missing with a ruined box. i contacted customer services who have come back as we are sorry but we are unable to refund your items as you have had problems like this before with your returns. In essence Asos have taking my money without providing me with any goods. I am so angry at this situation. I will now be taking further action… Read Full Review

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Asos.com's Comment

Written on: 28/11/2013

Hey, I'm deeply sorry to hear this has happened to your order. Please feel free to get back in contact with us and quote the 'review centre' and we'll get this looked in to for you. Thanks ASOS David

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★☆☆☆☆

“Disappointed”

Written on: 26/11/2013 by kemmyspecial03 (1 review written)

I ordered for some goods to be sent to Abuja,Nigeria since November 14th.It was supposed to arrive since 25th.when I sent a mail to customer care,I received a mail from them saying they sent it through my local postal service. This has cost me my business and money.its disappointing because I was supposed to travel on saturday,the 23rd but yet,I'm still here because I'm waiting for the goods to arrive.Please what do I do? My order number is 90660218. Be waiting for your reply.thanks  … Read Full Review

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Asos.com's Response to kemmyspecial03's Review

Written on: 28/11/2013

Hey, I'm really sorry to hear you're waiting for your order to arrive. I'd really like for you to get back in touch so we can discuss your estimated delivery date. Please contact us via email, or our Facebook and Twitter pages and quote the 'review centre'. Thanks ASOS David

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★★☆☆☆

“RETURNS ARE NOT FREE AND SIZING IS CRAZY. I have...”

Written on: 25/11/2013 by hwer (1 review written)

RETURNS ARE NOT FREE AND SIZING IS CRAZY. I have ordered quite alot from ASOS in the past and the sizing is always ridiculous. I have ordered two dresses from them that were so huge that I would have had to size down about 4 sizes to even come close to fitting but the problems start when you try to return something. The first time I ordered, I accidently used the UK website and they don't offer free shipping so the last time I specifically ordered from the US site that exclaims "free shipping… Read Full Review

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Asos.com's Response to hwer's Review

Written on: 26/11/2013

Hi, I'm really sorry to hear about this. Our website mentions that returns from the US and the UK are free - this is something we hope to roll out to other countries in future though! Our customer care team will be happy to send you a US returns note, but you will only be able to use this in the US and if you have an address in the US too. Alternatively, you can send your items back to the US from Canada but the postage will not be free - just ask our customer care team for the address. Please drop us an email here if you have any more questions.
Alternatively you can get in touch with us on Facebook - just search for ASOS or on Twitter.
ASOS Julia

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★★★★★

“Very pleasantly surprised!”

Written on: 21/11/2013 by Bethielove (1 review written)

After placing my order a few days ago I came to this site looking at reviews. I was really concerned after seeing several poor reviews , and lo and behold two days after placing my order my package arrived (to US) and both items are beautiful. Two plus sized dresses. My biggest concern always is the material - how soft/light weight dresses are and these are perfect! I am so happy that I did not read the poor reviews prior to ordering. I would not have ordered. 5 stars plus plus plus. A customer… Read Full Review

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Asos.com's Response to Bethielove's Review

Written on: 22/11/2013

Hey Beth, thanks for the lovely feedback. We are glad to hear your over the moon with your order and the delivery. We are always here to help if you ever have a question. You can always send over a lil pic of yourself rocking one of those ASOS outfits if you tweet ASOS in the future.

Take care, ASOS Jack

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Asos.com's Response to Bethielove's Review

Written on: 25/11/2013

Hey Beth, thanks so much for the lovely review! It's really great to hear that you loved your dresses, we genuinely love to hear our customers feedback so thanks for taking the time to leave a positive review! If you ever need anything just give us a shout! ASOS Sarah

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★☆☆☆☆

“ASOS SERVICE SUCKS”

Written on: 19/11/2013 by unhappycust12 (1 review written)

I ordered 4 dresses from Asos on Novermber 9 ,2 weeks ago and have been waiting for my shipment and it never came. I get an email yesterday morning on November 18,2013 saying that my shipment had been recieved and my refund processed. I was confused because I didnt authorize any returns nor did I ever get my shipmeent. I contacted Asos and the customer service person said they would look into it and see what happened with the carrier. I still dont have that answer and then offered me ten… Read Full Review

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Asos.com's Response to unhappycust12's Review

Written on: 21/11/2013

Sorry to hear your order was sent back to us. I totally understand how frustrating this must be for you and would love to get to the bottom of this for you. We're available 24/7 so if you could send through your full query along with your order number to us either through our help page on the website or you can get in touch with us on Twitter through @ASOS_Heretohelp as well as the ASOS Facebook page. Thanks, ASOS Gabby

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