ASOS, www.asos.com Review

Overall Rating

Hello everyone,
From the very beginning I really liked asos website. I thought it was a nice and easy way of staying trendy. Well, apparently not! I have been extremely disappointed by asos's service quality every time I ordered something. And this will be the last time I will even enter their website. A few days ago I ordered a package for my holiday. Some dresses, shoes, bikinis, etc. And I chose Next Day Delivery because I would leave for my holiday the day after. The package did not arrive the next day. I contacted them asking what was going on. They said there was a problem with their courier service and my package would be delivered the day after. Now that was already a little bit inconvenient since it meant that I had to wait at home for another day, which was the last day before leaving for holiday. But the package did not arrive yet again. I contacted the customer service again and they said that there has been an attempted delivery and there should be a card in my mailbox. It did not make sense since I have been home all day waiting for this package. But I went and checked my mailbox and there was nothing left. So given that no one rang the bell for delivery and there was no card left in my mailbox, obviously there have been no attempted deliveries. I still do not know what happened to my package (which was worth £164.50) and I will have to leave for my holiday without the clothes I had ordered.

I guess, many people would share my disappointment. I was so excited about those clothes and asos's incompetent delivery service ruined all the fun and caused so much inconvenience. If I knew it would not arrive before my holiday, I would go and do shopping. But because I had to wait at home I could not do that either. So I am left with nothing in my hands. I had to sacrifice two days of work because I had to wait at home for these deliveries (because I work in the field I do not have a work address that I can get my packages delivered to). I got frustrated, stressed and upset because I had to deal with incompetent and unresponsive customer service. Shopping is about having fun, right? Well, asos made sure that it is all hard work and there is no fun left in it.

It seems like they are only interested in selling their products, and not interested in giving a good after-sale customer service. The only thing they were quick at was charging my card for the purchase and I do not even know now how I am going to get that money back since they are not responding my emails about cancelling the order. I wasted a lot of time and energy tracking this package and I am just giving up. I am giving up on asos as well.

Given that they have so many competitors in online fashion industry, I think it is going to be a long way down for asos from where they are now. Asos, as a publicly-listed company, has a lot of responsibility towards its shareholders, stakeholders, and most importantly to their customers. If they cannot realise that customer satisfaction is key to any businesses' success, they are doomed to lose.

Members' Comments onGuest's Review

• asoshelpers on 10th Aug 2009

  We're so sorry that your lovely asos goodies didn't arrive in time for your holiday. We'd love an opportunity to put things right for you so if you've got the time then please forward your details to us at late@asos.com and we'll make sure that we look into your order right away.
  
  We hope that you had a good holiday.
  
  asos x