ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
1303
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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Latest Reviews

★★★★★

“Order came in 4 days”

Written on: 14/05/2016 by Alessandrao460 (1 review written)

I was very nervous to order after bad reviews. Ordered on Sunday, received on thurs. Shipped to USA… Read Full Review

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Asos.com's Comment

Written on: 14/05/2016

Hey, glad to hear that you received your order within 4 days - thanks for your feedback! ASOS Lauren

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★☆☆☆☆

“STAY AWAY FROM THIS COMPANY”

Written on: 13/05/2016 by shoegirl180 (1 review written)

I have been a loyal customer of ASOS for over 7 years, however within the last year, the quality of their customer service has dramatically decreased. I have received incorrect items from this company ranging from the wrong size, to the wrong color to being totally different than what I ordered. When I attempt to resolve this issue, I have to send five to six emails to the customer care team before anyone responds. Despite the website advising to only send one email, you have to send multiple… Read Full Review

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Asos.com's Response to shoegirl180's Review

Written on: 14/05/2016

I'm really sorry to hear about your recent experience with us! I'm also sorry to hear that it took several emails for you to hear back from us - we're a little busier than normal at the moment but we're doing our best to get back to everyone as soon as we can. There are other ways of you contacting us - we have a Facebook page and Twitter handle as well as Live Chat which are always available. If you'd like us to look into this more for you then you're more than welcome to contact us via one of the other contact methods and we'll see if there's anything else we can do for you. ASOS Lauren

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★☆☆☆☆

“Customer Service gave new meaning to the word unacceptable”

Written on: 13/05/2016 by benjaminmottesheard (1 review written)

Let me tell you about ASOS. You try them out. You skeptically order one or two items to test the waters, see how that goes. They arrive in a reasonable amount of time. Those items just happen to fit, well enough anyway (miraculously). Yay! So now you have created an ASOS account and they're sending you emails. They don't offer as many discounts NEARLY as often as their competitors, like Boohoo (which I only have good things to say about and would highly recommend over ASOS a million times… Read Full Review

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Asos.com's Response to benjaminmottesheard's Review

Written on: 13/05/2016

Hello,
Thank you for leaving your review. We appreciate all feedback good and bad and use it to ensure we're continually improving all of our services and offering a superior service to our customers. I'm sorry we've not provided that for you this time and I'd love to direct you to our customer care outlets to resolve any outstanding issues you've got. You can contact us through social media including Twiiter and Facebook in private messages or alternatively through the help pages on the website. Our teams will be happy to help answer any of your questions or resolve specific issues you're having with an order or your account. Our help pages offer a great overview including the returns policy for each destination, promo code rules and regulations and much more - it's always encouraged to take a look here to familiarise yourself with our product and services. We include handy size guides on all product pages to help guarantee the correct size is selected to avoid potential issues too. I'd love to have a chance to change your mind about us so please do get in touch if you need anything else. ASOS Erica.

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★☆☆☆☆

“DO NOT SHOP THERE”

Written on: 10/05/2016 by Skylare492 (1 review written)

I've ordered in total 4 bridesmaid dresses from ASOS within the last few months. I didn't order them all in one go. Long story short, I ordered my last bridesmaid dress for my mate who lives in Hong Kong on 29th March, 2016. The expected delivery date was 18th April, 2016. Come 18th April, the dress didn't get to my friend and I contacted ASOS on Facebook. They replied fairly promptly and they asked me to wait until 4th May, 2016 just to allow delays with delivery. Fine, we waited. Come 4th… Read Full Review

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Asos.com's Comment

Written on: 10/05/2016

I'm really sorry that you're waiting for a reply. Please can you send another message over on Facebook? Someone will get back to it for you ASAP. If there are any problems just let me know. ASOS Sam

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★☆☆☆☆

“I would not recommend it to an enemy leave alone friend”

Written on: 06/05/2016 by KimKate (2 reviews written)

They charged me 2 weeks ago, sent the following email claiming they delivered the parcel (I have no idea to whom if ever) and now "investigating" it. Firstly they asked 48 hours, then another 2 working days, now another 3 working days and totally refuse to process the refund I keep asking them to do. Never ever I will shop with them again… Read Full Review

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Asos.com's Response to KimKate's Review

Written on: 06/05/2016

Hello, I'm really sorry to hear you haven't heard back from our team yet! If you could message us again, either through our website (Ask Us A Question), through Twitter or on Facebook, we'll chase this up for you again and find out what the issue is! Thank you. ASOS Alex

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Asos.com's Response to KimKate's Review

Written on: 08/05/2016

Hey Kim - Hope you're well. I'm really sorry to hear that you haven't received your order. When an order has been delivered and signed for we have to open up an investigation with the courier company before anything can be resolved. We always aim to get a response from the delivery company within 48hours, however sometimes they take longer to get back in touch so we have to wait. Investigations usually take 3-5 working days to be fully investigated and closed off, so I do apologise if you were told it would be a quicker process than this. We always have to abide by our policies and procedures which include not being able to process a refund until the investigation has been completed. We always appreciate your patience and understand that it's frustrating waiting for it to be resolved. If you pop over another message on the platform you came in on, then we'll be able to continue sorting this for you. Hope this helps. ASOS Zoe

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Kimkate's reply to Asos.com's Comment

Written on: 10/05/2016

5 working "investigating" days were over on the date I wrote this review! Second week already started now and I had no reply from you (not surprised) in your twitter. Do I have to contact my bank now since you don't want to refund my funds?

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Kimkate's reply to Asos.com's Comment

Written on: 10/05/2016

5 working "investigating" days were over on the date I wrote this review! Second week already started now and I had no reply from you (not surprised) in your twitter. Do I have to contact my bank now since you don't want to refund my funds?

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Kimkate's reply to Asos.com's Comment

Written on: 10/05/2016

5 working "investigating" days were over on the date I wrote this review! Second week already started now and I had no reply from you (not surprised) in your twitter. Do I have to contact my bank now since you don't want to refund my funds?

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★☆☆☆☆

“would never shop here again”

Written on: 22/04/2016 by hendersonhorton (1 review written)

i placed my order and waited for two or three weeks for the products to arrive, which they never did. have left multiple messages for the customer service team, and they seem to refuse to answer my messages bc i have yet to have a response from these guys. I am honestly thinkin this website is a scheme… Read Full Review

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Asos.com's Response to hendersonhorton's Review

Written on: 22/04/2016

So sorry to hear you haven't had a response yet! We are very busy right now but are working overtime to help out lovely customers. If you can come in via our site (Ask Us A Question), Facebook or Twitter messengers with your order no, email addy and DOB we will help find your order for you. I hope we can solve this for you really soon - we love to help out customers! ASOS Ciaran

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★★★☆☆

“dissapointed”

Written on: 15/04/2016 by latania (1 review written)

3rd item I have ordered. This time is not so good. I have emailed customer care 3x in two days. No response. No tracking number or info on the item. It's been two weeks… Read Full Review

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Asos.com's Response to latania's Review

Written on: 15/04/2016

I'm really sorry to hear about your disappointment and that you still haven't received your order. We're really busy at the moment, but not to worry - I'm sure we can get your order sorted. If you've replied to our last email, our email team will be back in touch ASAP. ASOS Grace

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Latania's reply to Asos.com's Comment

Written on: 16/04/2016

Email says item should arriveshipped on or before the 14 of april. Still no emails or updates.

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Asos.com's Response to latania's Review

Written on: 16/04/2016

I'd love to get this sorted for you, If you can pop over a PM via our Facebook or DM via our Twitter, or you can 'Ask a Question' via our website. I hope to hear from you soon. ASOS Zoe

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Latania's reply to Asos.com's Comment

Written on: 18/04/2016

I have sent several emails. I RECIEVED A RESPONSE FINALLY THAT SAYS CONTACT MY LOCAL POST OFFICE,how when I don't have a TRACKING NUMBER. I dont have Facebook or twitter. You can't help because the package does not have a tracking number which makes no sense, VERY UNPROFESSIONAL!!!STOP THE EXSCUSES

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Asos.com's reply to Latania's Comment

Written on: 20/04/2016

I completely understand this - I assure you that we're really busy right now but will get this sorted for you as quickly and efficiently as possible. As we're an online-based company, we use emails, Facebook and Twitter to operate. If you have neither social media accounts, we can definitely get this sorted for you over emails. Some of our international orders are sent using an untracked service. This means that they don't have a specific tracking link and are passed over to your local postal service when they arrive in your region. All you should need to take to your post office is your order confirmation email and some photo identification. If you reply to our email, we'll also be able to give you a consignment number if you feel this might be needed to collect your parcel from your post office. Again, I'd really like to be able to get this sorted for you so it would be great if you could respond to our email. Thanks! ASOS Camille

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Latania's reply to Asos.com's Comment

Written on: 20/04/2016

I spoke with my local post office and they said they didn't have it and if it was a attempted delivery they would leave a note on my door to pick it up. Without a tracking number they cant b tell me where it is at this time. You can give me the consignment number so I can try to see if it will help.

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Asos.com's reply to Latania's Comment

Written on: 01/05/2016

Thanks so much for checking with your post office - that's really helpful! Have you also checked with anyone else at the address, with neighbours and in any safe places around the address? If you have, please let our email team know. If you could also confirm your full address over email with us, that'd be great. Once you've confirmed that you've done that, we'll be able to get our investigations team on the case. Please don't worry, we'll definitely get to the bottom of this! Thanks for your patience so far, we really appreciate it. Have a lovely day! ASOS Emily

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★☆☆☆☆

“WORST CUSTOMER SERIVCE EVER”

Written on: 14/04/2016

Worst customer service, instead of trying to help you they keep repeating their script over and over again like its gonna help. Their international delivery sucks, my package was lost and no one was unable to help. They could not even resend it via express delivery as a compensation for the 2 months that i waited patiently to receive MY ORDER THAT I NEVER GOT BTW. Id you are outside the UK and want to order online DO NOT USE Asos if you want to avoid disappointment… Read Full Review

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Asos.com's Comment

Written on: 14/04/2016

Hey, I'm really sorry you you didn't receive your order and that you're not happy with our customer service - this is not what we like to hear! If you could please pop over a message to us on Facebook, Twitter or submit a query via the web site, so we can check on this out for you again. I hope you change your mind and love ASOS again. ASOS Asim

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Asos.com's Comment

Written on: 14/04/2016

Hey, I'm really sorry you you didn't receive your order and that you're not happy with our customer service - this is not what we like to hear! If you could please pop over a message to us on Facebook, Twitter or submit a query via the web site, so we can check on this out for you again. I hope you change your mind and love ASOS again. ASOS Asim

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Asos.com's Comment

Written on: 14/04/2016

Hey, I'm really sorry you you didn't receive your order and that you're not happy with our customer service - this is not what we like to hear! If you could please pop over a message to us on Facebook, Twitter or submit a query via the web site, so we can check on this out for you again. I hope you change your mind and love ASOS again. ASOS Asim

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★☆☆☆☆

“Awful customer service”

Written on: 11/04/2016 by Laraine1 (1 review written)

I have been an asos customer for years and always buy a year long premier delivery pass as I get a lot of clothes from them. I bought a pair of trousers from them and have worn them only twice and some stitching has come undone, I emailed them regarding this thinking that they would replace only to be told that any items over 6 months old were not covered by them for manufacturing faults. The trousers were exactly 6 months old to the day that I emailed them about the fault but they are… Read Full Review

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Asos.com's Response to Laraine1's Review

Written on: 11/04/2016

Hey, I'm really sorry your Trousers have become faulty and that you're not happy with our customer service - not what we like to hear! If you could please pop over a message to us on Facebook, Twitter or submit a query via the web site, so we can check on this out for you again. I hope you change your mind and love ASOS again. ASOS Ollie

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★☆☆☆☆

“NOW THE WORST COMPANY!!!”

Written on: 29/03/2016 by 107McCaffrey (1 review written)

Ive been a loyal customer since 2012! Everything was good untill my last purchase.. I am still waitng its been three weeks now!! I am a youtube fashin blogger with over 1 million subbies.. well Needless to say I will be doing a video to let all my youtube fans know about my recent bad experience!! I tell people now dont order from asos!! what happened??? in 2012 this company was amazing.. Now I will order from boohoo and missguided!! Terrible customer service!! just read all the poor reviews!!… Read Full Review

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Asos.com's Comment

Written on: 30/03/2016

We're really sorry to hear this. I can assure you we take Customer Care very seriously here at ASOS and we'd never leave you empty handed. I would really love to get to the bottom of this and find out what has happened for you to leave this review. Please feel free to get in touch with us via the Help page on our website, Facebook or Twitter with your email address, date of birth, order number and some more details of your query so we can get this sorted and restore your faith in ASOS. ASOS Jake

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★☆☆☆☆

“Horrible customer service!!!!”

Written on: 09/03/2016 by marciapickett01 (1 review written)

Order a bra and bikini and got the wrong size! I emailed them and got bounced around between 4 different people and they were all stupid! They didn't read my emails and just ignored me! Three days later I received a totally different bikini that was a one peice, different bathing suit and still the wrong size WTH!!!! I didn't even ask them for a new bathing suit....they just sent it! I would do service with them if they got a phone number for customer service! They are way to unorganized!!… Read Full Review

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Asos.com's Response to marciapickett01's Review

Written on: 09/03/2016

We're really sorry to hear this, as we're an online-based company we prefer to operate within social media channels and via email, we hope you can understand this. If you can get in touch with us via our help pages on our website or our Facebook/Twitter pages providing your order no, email address and DOB and we'll be more than happy to get this sorted out for you. ASOS Charlotte

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★★★★★

“My mistake sorted!”

Written on: 03/03/2016 by Whykie (1 review written)

I cannot praise the customer service of ASOS highly enough. I ordered a gift voucher for my sons girlfriend and when he contacted me to say it had not turned up I looked into my order confirmation and realised I had used the incorrect email address. I was able to get hold of customer services easily who were extremely sympathetic and assured me that they would attempt to cancel the original voucher and issue a new one. Well, the following day I received a lovely email informing me that they… Read Full Review

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Asos.com's Response to Whykie's Review

Written on: 03/03/2016

Thanks for getting in touch and leaving such a lovely review. We're really pleased to hear that we could rectify this situation for you quickly and efficiently - that's our main goal at customer care and we always strive to resolve any issues. I hope your sons girlfriend loved her gift voucher and managed to get herself some lovely goodies. Have a lovely day! ASOS Zoe

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★☆☆☆☆

“Appaling and highly unprofessional customer care!”

Written on: 25/02/2016

Recently, I ordered a small item from ASOS. I've waited for it for almost a month and in the end I haven't received it. My experience with the ASOS customer care was most appalling. I spoke with just about an entire CC team and their fb customer reps (ie. each and every email or chat is responded to by a different person, repeating their automated responses blindly, without as much as reading customer messages or questions). ASOS customer care/fb teams are rude and highly unprofessional… Read Full Review

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Asos.com's Comment

Written on: 25/02/2016

We're really sorry to hear you have experienced this! We understand how frustrating it can be when you're expecting an order and it doesn't arrive. Multiple advisors would have responded as we operate 24 hours a day, 7 days a week, so we like to get back to you as soon as possible. This may mean that you receive a reply from another person, but we should have sorted this sooner for you. We assure you your next experience with us would be a million times better, and we will work day and night to ensure all of our customers receive nothing but the best from us - because that's what you deserve. If you still need to resolve your query, we'll be more than happy to look into this for you if you get back in touch with us via FB, Twitter and Email. ASOS Charlie

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★★★★☆

“where are all these negative reviews coming from???”

Written on: 16/02/2016

so, i have been researching reviews for a couple of online stores now, (looked up zaful.com tonight). the reviews have been horrible for most of these online stores, which has caused me much hesitation in ordering from somewhere new. then i thought to myself, why not check on the reviews of an online store that i have ordered from MANY MANY times, which is ASOS.com...so i now see these horrendous reviews for a place that i would truly give a 9 out 10 based on my experience, which dates back at… Read Full Review

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Asos.com's Comment

Written on: 16/02/2016

Its always amazing to hear some amazing feedback from our lovely customers. I'm so pleased that your experience with us has been nothing but positive-you can also be sure to receive this same level of service, each and every time you choose to place an order with us. We're always here so if there every anything you need help with, or would quite simply like to know-drop us a message. We'll happily help out. ASOS Roselyn

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★★★★☆

“Professional and Prompt”

Written on: 14/02/2016 by RebeccaWarren (1 review written)

The post office lost the item I purchased from this company. I did not realize it at the time. It just appeared that I never received what I ordered. I was very upset because it was a Christmas present for my daughter. ASOS refunded me for the purchase. No questions asked. Well, two months later the post office found my package (the shipping label had fallen off and finally someone thought to open up the package that was floating around)! … Read Full Review

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Asos.com's Comment

Written on: 14/02/2016

Hey, thanks so much for the lovely feedback, its great to hear you were impressed with the service provided & I'm pleased we were able to help you out super speedy on this! If you ever have any other trouble with any orders just ping us over a message on Facebook, Twitter or submit a query through the web site & we'll be happy to help out, ASOS Izzy

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★☆☆☆☆

“£16 watch cost me £266”

Written on: 07/02/2016 by NigelPeach (1 review written)

Best experience from an online retailer I've ever had. Order a £16 watch, got home to find my gate lying down horizontally in my back garden and the watch delivered in our recycle bin. Cost me £250 to have the gate repaired. Followed their protocol dealt with them not Hermes. 1. Asked me for a statement. 2. Asked me to email pictures. 3. Asked me to get 3rd party quote. 4. Asked me to wait while Hermes responded. 5. A Hermes delivery driver appeared at my front door when I was at work… Read Full Review

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Asos.com's Response to NigelPeach's Review

Written on: 11/02/2016

Really sorry to hear about your gate! Please can you get in touch on our Facebook page or @ASOS_HereToHelp on Twitter? Someone will be able to help look into this for you then.

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Asos.com's Response to NigelPeach's Review

Written on: 11/02/2016

Really sorry to hear about your gate! Please can you get in touch on our Facebook page or @ASOS_HereToHelp on Twitter? Someone will be able to help look into this for you then.

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★★☆☆☆

“shipped wrong item”

Written on: 03/02/2016 by 9Morse (1 review written)

I was so excited to find this coat on asos.com that I had been searching for for a while. Not only did I find the coat, but it was on sale for a fraction of the cost I originally was going to pay. I ordered it immediately, but when it arrived, it in fact was not my gorgeous faux suede coat, but it was a long tulle and beaded maxi dress. I was so upset. I immediately went online to see if my size in the coat was still available, and it was not. I then went on to chat with customer service about… Read Full Review

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Asos.com's Comment

Written on: 03/02/2016

Hey, really sorry to hear you received the wrong item and not the lovely coat you'd ordered and v sorry you feel like this. If there's anything at all we can do, please get back in touch with our Customer Care team who'll be happy to help. ASOS Gayle

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★☆☆☆☆

“3 months (at least) waiting for a refund”

Written on: 28/01/2016 by Wright250 (1 review written)

I was a regular client and sometimes I had to return pieces and I've always got the refunds really soon. But not this last time. What changed? Maybe because it's a high value order. I'm waiting 3 months to get my money back and every person that replies to me add and ask different information like they're not reading what's happening. That's an easy situation, like always were, but everyone is trying to complicate it, not to solve it. The last contact asked me to add a new bank card, again -… Read Full Review

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Asos.com's Comment

Written on: 29/01/2016

Hey, really sorry to hear you're still waiting for your refund. If you send us a message on Facebook or Twitter or through the Help and Contact page on the site we'll be happy to look into this for you and get this sorted as quickly as possible. ASOS Megan

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★☆☆☆☆

“Hate there are bad reviews ”

Written on: 28/01/2016 by ogShields216 (1 review written)

I was all set to place my order and then I decide to look at the online reviews. I'm disappointed… Read Full Review

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Asos.com's Comment

Written on: 28/01/2016

I'm sorry you feel this way but I can assure that an order issue is a rare occurrence here at ASOS! I hope the amazing service that we do offers proves itself when your order reaches you. If there is anything we can help you with in the future please don't hesitate to contact us via email which is through our help page ' Ask us a question' tab or via our social handles Twitter and Facebook - we're always happy to help!

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Saracunha's Comment

Written on: 28/01/2016

It would be amazing that you solve your clients problems first instead of trying to save your online reputation.

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★☆☆☆☆

“Terrible service am nearly £500 out of pocket!!”

Written on: 16/01/2016 by ivEnglish321 (1 review written)

Made a large order on 3rd January to be delivered 5th. Hermes sent it to a similar but wrong address nearby. Asos called and said it was wrongly delivered but would I go and pick it up myself?! I refused as address is in a dark block of flats and the person who signed for it is a man. This is a dangerous thing to ask someone to do. Asos promised they would get it picked up and redelivered to me. That was 11 days ago and after around 20 emails I've just had another message to say it was… Read Full Review

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Asos.com's Comment

Written on: 17/01/2016

I'm so sorry to hear this has happened to you here. I just want to reassure you that you wont be going empty handed here and we wont let you lose your money. I promise that we are looking into this with you with Hermes and will update you on this as soon as they get back to us with an update. Due to how busy we are currently and Hermes these investigations will take a little longer then normal, but I assure you that we will get back in touch. ASOS Scott

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Asos.com's Comment

Written on: 17/01/2016

I'm so sorry to hear this has happened to you here. I just want to reassure you that you wont be going empty handed here and we wont let you lose your money. I promise that we are looking into this with you with Hermes and will update you on this as soon as they get back to us with an update. Due to how busy we are currently and Hermes these investigations will take a little longer then normal, but I assure you that we will get back in touch. ASOS Scott

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Asos.com's Comment

Written on: 17/01/2016

I'm so sorry to hear this has happened to you here. I just want to reassure you that you wont be going empty handed here and we wont let you lose your money. I promise that we are looking into this with you with Hermes and will update you on this as soon as they get back to us with an update. Due to how busy we are currently and Hermes these investigations will take a little longer then normal, but I assure you that we will get back in touch. ASOS Scott

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