ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
1316
32% 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

★★☆☆☆

“Not worth it”

Written on: 31/03/2017 by Paisleyn436 (1 review written)

Ordered two dresses from them, both size 12, about £28 each, this is my first order. Not only do they use Hermes delivery - probably one of the worst delivery companies , I didn't get any updates about my location of my parcel until an hour after it was delivered. But also neither of my purchases looked like they had been advertised. I can make one work as it's still fairly good and I do like it. But I ordered a pink gingham skater dress, it looks terrible. Doesn't fit well at all, it's put… Read Full Review

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Asos.com's Comment

Written on: 31/03/2017

Hey, firstly, I’m sorry to hear your first shopping experience with us has not been a good one & I’d love to restore your faith in ASOS.

We have several carriers, ensuring the best possible delivery service around. The carrier allocated depends on the size, weight & value of the parcel & we can’t guarantee a certain carrier at the checkout. You can follow your parcels journey by clicking on the tracking link given in your confirmation email.

Sorry to hear the pink skater dress didn’t work for you & the item wasn’t as you’d expected – you can of course send this back for a full refund.

You don’t need to let us know you’re returning an item. Just fill in the returns note letting us know the reason for the return, pop it in the parcel & return it back to us. If you’ve got any questions at all about this, give me a shout, I’ll be more than happy to answer any questions.

Underneath each product you can view a full description of the product. You cannot currently view a product review for each item but watch this space as we’re continually updating our services to keep in line with our valued customer’s needs.

If I can help you further, you can either pop over a DM on Twitter, a PM on Facebook, or visit our Help pages & send me an email, that would be great. Just make sure you let me know your order number, email address & full date of birth along with your full query & myself or one of our lovely advisers will be happy to help. ASOS Maggie

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★☆☆☆☆

“Poor Customer service. Shameful.”

Written on: 09/03/2017

Very disappointed, requested my parcel be delivered to store on a specific date, parcel never arrived, contacted to re-arrange delivery and they said they had to deliver to a different store and not for 2 more days, when the day arrived I had to phone ASOS for an update on the whereabouts of my parcel, they informed me that it had been returned to them. They refused to sent it back out to my address. The are going to take atleast 7 days to process it as a return and even longer to return my… Read Full Review

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Asos.com's Comment

Written on: 09/03/2017

Hello, I completely understand how you feel and I'd probably feel the same in your position. We use the couriers that we believe we can rely on to mirror our high standards of service and generally we find that thousands of parcels are delivered as they should be every day. Sadly there is a very small percentage that doesn’t always go to plan - I'm really sorry that you were affected on this occasion. I can assure you that this doesn't reflect the usual high standards of care we take to ensure our customers have the best shopping experience and receive parcels on time. As the order is on its way back we would not be able to intercept it to be re shipped out. I can assure you you wont be left out of pocket however we have to allow for your parcel to reach our warehouse to then be processed for a refund. If you have any questions in the meantime or anything at all please feel free to contact us via our Facebook, Twitter, email or live chat platforms that we have - we'll be happy to help. ASOS Kaine.

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Amyclaire246's Comment

Written on: 09/03/2017

Thank you for your comment but its the same rubbish I have heard from the Asos team. Technically I never received my item and I certainly never returned it, it has not been in my ownership once so you should not be holding my for the return of a parcel I had no control over and wanted delivered. But because of the incompetence of the delivery company you hire and the lack of communication from the team I have been left almost a week now with no purchased items and no money. It is disgraceful. Nothing less.

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Asos.com's Comment

Written on: 09/03/2017

I can't apologise enough that your order never received you as expected. It seems like the courier couldn't deliver to the requested address and therefore sent it back to us instead, please be advised that when this happens and as much as we'd love to get it re-directed back to you but this is automatically sent back to our warehouse. Once it arrives, it's then refunded right away. I really hope that you find your faith back in shopping with us again. Rest assured that I'll be passing on your feedback for any future improvements. As advised, please get back in touch through our help pages and we'll be more than happy to discuss further. ASOS Mary

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★☆☆☆☆

“I Am Very Upset”

Written on: 05/03/2017 by Samir174 (1 review written)

I am FURIOUS with what I just received in the mail from ASOS!!!!!!!! I purchased a dress to wear to a wedding that I'm Coordinating and the dress is DIRTY AND HAS A HOLE IN IT!!!!!!!! It has Deodorant stains on the armpits as if someone wore it, white stains on the front and back of the dress that also look like they could be deodorant, and a hole in the side of the dress. Do you not check your items before sending them out??? AND you don't have a local number I can call to resolve the issue… Read Full Review

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Asos.com's Comment

Written on: 08/03/2017

Yikes! I'm really sorry to hear that the dress you received was faulty! If you could either pop over a DM on Twitter, a PM on Facebook, or visit our Help pages and send us an email, that would be great. Just make sure you let us know your order number, email address and full date of birth, and let our lovely advisers know what your query is, and they will work their magic and get this sorted for you. ASOS George

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★☆☆☆☆

“The worst customer service ever! ”

Written on: 09/01/2017 by CordellJones (1 review written)

ASOS is great if everything is going ok. However, if something goes wrong then prepare to fall into a deep pit of the darkest despair. They can only be contacted by email, Facebook or live chat. The only people that can deal with complaints are the call handlers meaning that they just tell you what they can't do, there's no way of getting anything but the most basic problems resolved and worse of all, no one takes ownership of a query. I've spoken to countless people over several weeks, none of… Read Full Review

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Asos.com's Comment

Written on: 09/01/2017

Hello, I'm so sorry to hear that you had issues getting your query dealt with in a timely manner when you contacted ASOS. We have a wide-range of contact avenues for our customers to take advantage of - You can contact us via Facebook, Twitter or our Live Chat and Email services (see our Help pages) where we endeavour to provide top-class customer service as quickly and efficiently as possible. If you are still waiting for this to be resolved, please get back in touch with us using any of the above methods and we'll get this sorted out for you right away. ASOS Alex

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Asos.com's Comment

Written on: 09/01/2017

Hi, Sorry to hear that you've had a bad experience with us and haven't received your order. We also have a Twitter help page were we're happy to help out with any queries. In order for you to receive the quickest response, the next available advisor is assigned your query, which sometimes means it's not the same adviser every time. I can assure you we're all fully trained. Our process can occasionally mean we'll need to pass it over to a specialist team to sort it for you, which can take 48 hours. Our Facebook page is used as an access point for customer to get help, so every complaint on there we deal with. I'm sorry to hear this is the last time you'll use us but if you have any questions or ever change your mind please get in touch with us via our live chat, help pages, email, Facebook or Twitter pages. ASOS Sarah

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★☆☆☆☆

“make sure you wear/use immediately!!!!”

Written on: 07/10/2016 by Dobson437 (1 review written)

i have used Asos for several years,finding the quality ok bit hit and miss but not too bad,however i bought a pair of loafers a year ago and wore them for the second time last week and the suede split along the stitching,i tried to have them rep[aired but was told the suede was cut too small so not enough to re-stitch.I have just relayed this to Asos who although agreeing its a fault will do nothing as they are over a year old!will not shop with them again what a disgrace!… Read Full Review

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Asos.com's Comment

Written on: 07/10/2016

Hello, Sorry to hear that you've had a terrible experience with us. Please know that we have a strict 28 day return policy which is stated on our website which you can find here. In regards to faulty items we make sure to resolve all faults and make sure all customers are happy however after a year we no longer take responsibility for the fault. For example it's like a phone, once you've had it past a certain time frame usually a year you can no longer return an item as the defect can't be deemed as the retailers fault. If you do need any help Just send us over a message via Email, Facebook and Twitter. Anything you need we will help straight away. ASOS Harry

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★★★★★

“Great Products ”

Written on: 27/09/2016 by jaegergalanti (1 review written)

Always great products and always turns up on time. Cannot fault… Read Full Review

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Asos.com's Response to jaegergalanti's Review

Written on: 28/09/2016

Hi. Thanks - it's great to hear that you're pleased with our products and service. I'll make sure I pass on your comments to the rest of the team. ASOS Sarah

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★☆☆☆☆

“This company is an absolute S-C-A-M!!!”

Written on: 13/09/2016 by cnDrake50 (1 review written)

I order some crep protect shoe cleaner and the website said 4 days, so I waited until five days had passed and I still didn't receive my package. I attempted to contact ASOS Customer service via telephone but they don't even have a phone number, all you can do is send any email. So I sent an email and it hasn't been responded to yet and that was 4 days ago.....so It's day 8 and still no package. S-C-A-M!… Read Full Review

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Asos.com's Comment

Written on: 13/09/2016

Hey there, As an online retailers we do everything online so do not advise customers to contact via telephone. I'm so sorry to hear your order has not arrived with you yet and I'm also really sorry to hear you have not yet received a response to your email. We are a little busier than usual at the moment, so please don't take this as us ignoring you as we'd never dream of doing that to one of our lovely customers. If you have not yet received a response vto your email I kindly suggest that you try one of our other platforms such as twitter or FB to get in touch, one of our teams will pick up your query and happily get on the case for you. ASOS Andrea

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★☆☆☆☆

“Awful customer service”

Written on: 07/09/2016 by MyaGarner355 (1 review written)

I received a mug from Asos as a gift from my work. The first day I went to use it the handle came clean off, so contacted ASOS and they refused to do anything. I have pictures of the fault clearly displayed but because I didn't email from our company account (of which I have no access to ) they refused to do anything. They replied in generic emails which they had obviously cut and paste! Will be shopping elsewhere in future! They are obviously the type of company to sell inferior products for a… Read Full Review

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Asos.com's Comment

Written on: 07/09/2016

Hey, sorry to hear that the mug you were given as a gift was faulty - not good! I know this isn't the quality of goods you expect from us and it's not what we expect to deliver either. As this was given as a gift though, we're only able to discuss this with the person who brought the mug from us. Not to worry though, please could you ask them to contact us? And we'd love to help. They can contact us over Facebook, Twitter, Live chat or through the 'help' pages on the site. We look forward to hearing from them soon so we can get this sorted. If you have any other questions though - please pop us a message yourself. Best Wishes, ASOS Amelia

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Asos.com's Comment

Written on: 08/09/2016

Hi there, I’m sorry to hear you haven’t had a great experience with us. We do need to be in touch with the account holder to be able to help, this for data protection reasons only. Please get back in touch with us from the correct email address and we’ll be happy to look into this further. ASOS Jazmyn

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Asos.com's Comment

Written on: 08/09/2016

Hi there, I’m sorry to hear you haven’t had a great experience with us. We do need to be in touch with the account holder to be able to help, this for data protection reasons only. Please get back in touch with us from the correct email address and we’ll be happy to look into this further. ASOS Jazmyn

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Asos.com's Comment

Written on: 08/09/2016

Hi there, I’m sorry to hear you haven’t had a great experience with us. We do need to be in touch with the account holder to be able to help, this for data protection reasons only. Please get back in touch with us from the correct email address and we’ll be happy to look into this further. ASOS Jazmyn

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★★★★★

“Great clothing and customer service”

Written on: 12/08/2016 by Elizabeth144 (1 review written)

I have twice now had unfortunately had an package containing my ASOS order to go missing and both times they were so easy to contact and get a response from to resolve the situation. Both times they either resent the order or credited me back to my account the amount if the item had been out of stock afterward. Also their returns are SO easy. These reasons and many more are why I shop on this site more than any other and they have such a wide selection of clothing/shoes how could you not… Read Full Review

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Asos.com's Comment

Written on: 12/08/2016

Hey there! Thank you so much for this absolutely amazing feedback! We absolutely love to hear this & we're going to continue to strive to provide service of this quality to all our lovely customers (like yourself!) If you need any help in the future, or have any other questions, drop us a DM on Twitter, a PM on Facebook or get in touch via our Help page. Thank you once again for this great review :) ASOS Alex

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★★★☆☆

“I used to love them ”

Written on: 25/07/2016 by dominiquecbrown (1 review written)

I would shop with ASOS all the time and the past experience has left a nasty impression. I made a large purchases with them and on of the items totalling $49 came and it was a completely different item so i returned it hoping to get the correct item in exchange and it went out of stock. After they told me they would refund the money after going back and forth with them and emailing different people on their staff having to explain the situation over and over agian, I was informed that im owed… Read Full Review

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Asos.com's Response to dominiquecbrown's Review

Written on: 26/07/2016

Hey. Very sorry that you've been having issues getting your order sorted. I can assure you we'll do everything we can to help you get this sorted. If you're still having issues please pop back a message to us and we'll be happy to check this up and make sure that we're doing everything we can. ASOS Steve.

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★☆☆☆☆

“Customer service ”

Written on: 22/07/2016 by qiPuckett477 (1 review written)

The customer service I received when trying to resolve an issue regarding returns was awful. I had to wait days in between replies meaning that I've been trying to get help for almost 3 weeks now. I enjoy shopping with asos but if ever a problem occurs it's near impossible to get help for it. I'm very disappointed… Read Full Review

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Asos.com's Comment

Written on: 22/07/2016

Hey, real sorry it took so long for us to resolve your returns issue - that's not what we like to hear! I completely understand what you're saying and agree that its not on at all! If you're still waiting for this to get sorted, can you please either drop us a message through Twitter, Facebook or email and I'll be more than happy to help. ASOS Nath

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★☆☆☆☆

“Very poor”

Written on: 20/07/2016 by VWCampersales (1 review written)

Order didn't arrive, contact is very difficult, website directs you around and around, premium contact number, total waste of time… Read Full Review

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Asos.com's Response to VWCampersales's Review

Written on: 20/07/2016

I can only apologise for any issues getting in touch and that your order didn't arrive. If you'd like to get in touch via email through the help page or via Facebook or Twitter I'll be more than happy to take a look at this to see if I can help. ASOS Tom

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★★★★★

“Did not start off well, ended wonderfully!”

Written on: 18/06/2016 by DavianThorpe68 (1 review written)

Against my better judgement, after reading really poor reviews, I ordered a top. I crossed my fingers hoping that the reviews were off base simply because I REALLY wanted this specific item and could not seem to find anything like it anywhere else. Ordering was easy and the shipment came to my door within days of the purchase. Well....the wrong item was delivered. That's what I get. I should have listened to the reviews. Hoping for the best, I sent the wrong order back and sent a message to… Read Full Review

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Asos.com's Comment

Written on: 19/06/2016

I'm really sorry to hear that you received the incorrect top from us but so glad that this was resolved nice and quickly for you. Sounds like you've ordered something beautiful so why not post a picture of your fabulous new outfit on Instagram, using the hashtag #AsSeenOnMe for a chance to be featured on the site! Have a lovely day and if you ever need anything else, please feel free to get back in touch. ASOS Hannah

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★★★★★

“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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