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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★★★☆☆

“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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★☆☆☆☆

“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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