ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
723
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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★☆☆☆☆

“Don't even bother”

Written on: 11/05/2015 by hjk123 (1 review written)

I tried placing an order for 3 items on asos, the first order was unsuccessful so when i contacted my bank to sort out that issue I tried again. I received an email saying thank you for you order. Half hour later I received an email from asos telling me they cancelled my order. When i went to place the order again 2 of the items i had were sold out in my size. On my second order they cancelled it again! and again 1 of my items had sold out. Super frustrating and disappointing. I emailed… Read Full Review

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Asos.com's Response to hjk123's Review

Written on: 12/05/2015

Hey, really sorry about your recent order issues. At ASOS, we take pride in ensuring our customer’s satisfaction. We are committed to providing you with the highest level of service simply because our customers deserve the very best. We'd love to help you place an order. Please contact us via Facebook, Twitter and via our 'help' section on site. Once you get in touch, we'll take a look for you and get that sorted. Hope this helps. ASOS Deji

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Asos.com's Response to hjk123's Review

Written on: 12/05/2015

Hey, really sorry about your recent order issues. At ASOS, we take pride in ensuring our customer’s satisfaction. We are committed to providing you with the highest level of service simply because our customers deserve the very best. We'd love to help you place an order. Please contact us via Facebook, Twitter and via our 'help' section on site. Once you get in touch, we'll take a look for you and get that sorted. Hope this helps. ASOS Deji

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Hjk123's reply to Asos.com's Comment

Written on: 12/05/2015

Email you so I can get a frustrating automated generic response not answering my questions. Worst customer service ever. Asos does not take "pride" in customer satisfaction since I'm not satisfied and I made it very clear in my emails.

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Asos.com's reply to Hjk123's Comment

Written on: 12/05/2015

Really sorry you feel this way - obviously that's not what we like to hear. If you'd rather now contact us via email again, why not give Facebook or Twitter a go? I'd love to try & turn this all around for you & that way I can get a look at your situation a bit more in depth; and to prove we do strive to make sure you, and other customer's alike are nothing but happy with the service we offer. Again I'm sorry this wasn't what you experienced previous but if you do decide to pop over your query in one of the ways mentioned above, I know we can win you round. ASOS Claire

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Hjk123's reply to Asos.com's Comment

Written on: 12/05/2015

My experiences so far and the fact that only 33% of people would recommend you shows how much you try to "turn it around" for you customers. The customer service I experienced was absolutely awful. Every response was just more and more frustrating. I have had my account deleted and won't be shopping with asos ever again.

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Asos.com's reply to Hjk123's Comment

Written on: 12/05/2015

Sorry again for your frustration, its simply not we like to hear. We do indeed always do our utmost to ensure every experience with ASOS is as easy, fun and hassle free as possible. Please do reply to said email if you need anything else or give us a shout on Facebook or Twitter- I assure you that I as will all my fellow ASOS-ers, do our best to help you and give you the answers you need. Its in our ASOS DNA to do so, sometimes an issue may be out of our control and will be something we need to raise with another team, but we'll do just that and always keep you in the loop. Here's hoping you do give us another chance to provide you with the great service we strive to offer. ASOS Natasha

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Asos.com's reply to Hjk123's Comment

Written on: 12/05/2015

For security reasons we're unable to discuss your order with you on here, but of course if you do change your mind please send us over another email or a Facebook/Twitter message and we'll be more than happy to look into this further for you and see what we can do to resolve the situation. ASOS Hollie

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★☆☆☆☆

“Worst customer service”

Written on: 20/04/2015 by Smmmmm (1 review written)

This place has fake deals and terrible customer service. they ask for too much personal information to rocess an order and then can randomly cancel orders. There is no customer service. What a waste of time and effort. Ill never bother with this site again… Read Full Review

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Asos.com's Response to Smmmmm's Review

Written on: 20/04/2015

Ouch! So sorry to hear you're unhappy with the service you've received, this is defo not what we like to hear. If you can get in touch via the site or one of our social media pages with all the details of any problem you've occurred and we'll do our very best to turn your frown upside down! ASOS Emma.

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Smmmmm's reply to Asos.com's Comment

Written on: 21/04/2015

The cute schtick youre using doesnt change anything. Your site and service both suck.

I spent a long time selecting items for an order which was canceled. Why was it canceled?! You wont say, exactly. But on top of insisting on knowing my date of birth ( none of your business and a security risk for me already) you demand that I provide ( via email... Not secure!) color copies of my IDs and other private documents to shop with you. Then, maybe if Im lucky I can order with you. Oh, nevermind that most of the things I ordered are now out of stock and Id have to go through creating an entirely new order.
You have no regard for your customers privacy, security or time. You have ZERO phone support. Im quite sure you cannot do anything to make up for the inconvenience.

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Asos.com's reply to Smmmmm's Comment

Written on: 23/04/2015

I'm really sorry to hear that you feel this way - our customers security is really important to us which is why you have been asked for this information. As your order is now being picked up by a different team, they'll be happy to answer any questions you have regarding this issue and will get this sorted for you as soon as they can. Again, I'm really sorry that you feel this way and that you're unhappy with the way this has been dealt. ASOS Lauren

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Smmmmm's reply to Asos.com's Comment

Written on: 24/04/2015

You are completely full of it and just trying to do damage control. You dont care about our security. Its like subway claiming their food is fresh. Theres no reason to ask for a customers birthday other than tracking them and selling their private info. Insisting your customers put important private data out in an unsecured fashion is immediately outting them at risk! Only an idiot would email you the things you insist on.
There is no other "team" picking up my order and answering questions there is BECAUSE THERE IS NO CUSTOMER SUPPORT
Asos sucks. Again, not regard for their customers privacy security or time.

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Smmmmm's reply to Asos.com's Comment

Written on: 24/04/2015

You are completely full of it and just trying to do damage control. You dont care about our security. Its like subway claiming their food is fresh. Theres no reason to ask for a customers birthday other than tracking them and selling their private info. Insisting your customers put important private data out in an unsecured fashion is immediately outting them at risk! Only an idiot would email you the things you insist on.
There is no other "team" picking up my order and answering questions there is BECAUSE THERE IS NO CUSTOMER SUPPORT
Asos sucks. Again, not regard for their customers privacy security or time.

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Smmmmm's reply to Asos.com's Comment

Written on: 24/04/2015

You are completely full of it and just trying to do damage control. You dont care about our security. Its like subway claiming their food is fresh. Theres no reason to ask for a customers birthday other than tracking them and selling their private info. Insisting your customers put important private data out in an unsecured fashion is immediately outting them at risk! Only an idiot would email you the things you insist on.
There is no other "team" picking up my order and answering questions there is BECAUSE THERE IS NO CUSTOMER SUPPORT
Asos sucks. Again, not regard for their customers privacy security or time.

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Asos.com's Response to Smmmmm's Review

Written on: 20/04/2015

Ouch! So sorry to hear you're unhappy with the service you've received, this is defo not what we like to hear. If you can get in touch via the site or one of our social media pages with all the details of any problem you've occurred and we'll do our very best to turn your frown upside down! ASOS Emma.

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★☆☆☆☆

“late and unexpected charge”

Written on: 16/04/2015 by HarperStuart117 (1 review written)

Apart from the package being a week late, i was dumbfounded when the post office employee, upon delivery, asked me to pay a 40$ customs charge. I have ordered packages from abroad many times, although this is the first that charged me UPON DELIVERY. I'm also surprised that there was never any mentioning of a possible fee when i was ordering the products. Now the most terrible thing is that none of the 3 pairs of shoes that i have ordered fit me! Now i have to pay for the package to be sent… Read Full Review

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Asos.com's Comment

Written on: 16/04/2015

Hey, Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting. Custom charge information is on our Help&Contact page under shopping, I hope this helps. ASOS Zoe

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Asos.com's Comment

Written on: 16/04/2015

Hey, Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting. Custom charge information is on our Help&Contact page under shopping, I hope this helps. ASOS Zoe

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Asos.com's Comment

Written on: 16/04/2015

Hey, Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting. Custom charge information is on our Help&Contact page under shopping, I hope this helps. ASOS Zoe

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★☆☆☆☆

“lost 3 orders waiting another 5 orders feeling nervous!!!”

Written on: 13/04/2015 by selengeee (1 review written)

First orders were great and fast until 3 orders totally gone never received. Sent an email to customer service and facebook they said wait and wait. But never showed up. I already made another 5 orders before this happened. Still feeling nervous that my orders will never arrive. Got no refund nothing happened, spent over 500£ for all orders… Read Full Review

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Asos.com's Response to selengeee's Review

Written on: 13/04/2015

Hey, sorry to hear this but please don't worry, we would never leave you empty handed! If its passed the date you were asked to wait for give customer care a shout and they can get straight on the case for you! ASOS Emma.

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★☆☆☆☆

“Sizing way off”

Written on: 13/04/2015 by JenniferMcDowell (1 review written)

I have ordered from asos before and never had a problem with their sizing until I ordered a suit. I ordered the exact same size as I had with other items and it was not even close to my size. It had to be at least 4 sizes too small, it was actually a joke. Then when I looked into the package I then realized that now I have to pay to send it back and am responsible for it enroute so if it does not arrive back to them I am still responsible, as well it is at their discretion if they will… Read Full Review

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Asos.com's Comment

Written on: 13/04/2015

Really sorry to hear that you received a suit which was too small, even though it was the same size as items previously ordered. It could be anything from the cut of the suit to manufacture- either way it will be something we're happy to address further with you so to determine for sure what the issue with the size is. All we ask when making a return is that you keep hold of your postage receipt so in the unlikely event a return might get lost in the postal service and not reach us- you'll have proof you sent it and we can still then assist further. Returns from Canada can take 21 working days and we'll email you to let you know once your refund is processed. I'd like to take this all up further with you and ideally restore your faith in our Customer Care and products so if you would, please kindly pop us an email directly so that we can help further with this matter. Visit our site and Help pages to complete the 'Ask a Question form' and we'll get back to you further about the matter. Thanks, ASOS Natasha.

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★☆☆☆☆

“First Order (delayed 3 weeks, no tracking number)”

Written on: 07/04/2015 by davidseanwil (1 review written)

I placed an order with ASOS on March 26th, 2015 for an Eleven Paris t-shirt. I was sent a confirmation email, but no tracking number for my order, even though it was being sent by USPS. When I didn't receive my order by April 3rd, I sent an email to customer service. I received a generic notification that I would receive my order on April 7h. On, April 7th, I did not receive my item. I sent another email to customer service, no phone number or live chat option, I received another generic reply… Read Full Review

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Asos.com's Response to davidseanwil's Review

Written on: 07/04/2015

Sorry to hear you feel this way. If you can drop us a email via our help and contact page, or Twitter/Facebook page with your deets and we'll do our very best to turn your frown upside down. ASOS Zoe

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Davidseanwil's reply to Asos.com's Comment

Written on: 08/04/2015

I already dropped several emails. Nothing. I was simply told to wait another week. What will turn my friend upside down is my money back in my wallet to spend with a more reputable company with a semblance of actual customer service. Instead of these bots. It shouldn't take 3 weeks to get a t-shirt. Why can't we call and speak to an actual representative? You charge such high prices but can't be reached directly.

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Asos.com's reply to Davidseanwil's Comment

Written on: 08/04/2015

Online is what we do best and we're not set up for a high volume of calls. Please get in touch via our Twitter/Facebook page and we'll be happy to get onto this for you. ASOS Alison

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Asos.com's Response to davidseanwil's Review

Written on: 08/04/2015

Hi, So we can get this sorted please pop over a Twitter/Facebook post and we can get on the case for you. ASOS Zoe

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★☆☆☆☆

“Very Unhappy”

Written on: 20/03/2015 by Sullivanja487 (1 review written)

I ordered a dress from this company and it was suppose to arrive on or before 3\17\2015. I arrived home this evening around nine thirty to find no dress. There is no customer service number and I posted a message through FaceBook and I received a generic email. It took them least than five minutes to charge my credit card but I can't get an answer about my order within a hour. I hope they don't treat all of their customer like this. Hopefully I will at least get the item so I can get my money… Read Full Review

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Asos.com's Comment

Written on: 20/03/2015

Hey Sullivanja487, I'm so sorry to hear that your parcel hasn't arrived with you just yet. So i can help you out here can you please send me over your order number and email address via our help page on site. I'm so sorry for any distress this has caused you. I just want you to know that we aim high with each of our customers and with the quality of the products that we sell. I'm sorry that we've missed this level of service with you on this rare occasion. ASOS Scott

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Qnarcis's Comment

Written on: 20/03/2015

its not just one customer in particular. Go read the reviews of others. Asos does not perform up to standard comparing to other reoutable online clothing stores. Especially their deliver service. Never shop there again.

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Asos.com's Comment

Written on: 23/03/2015

Sorry to hear you feel this way. If you need help in anyway just drop us a email via our help and contact page and we'll do our very best to turn your frown upside down. ASOS Emma.

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★☆☆☆☆

“Sent wrong item of clothing!”

Written on: 14/03/2015

Company sent wrong item of clothing... the item that I wanted then goes out of stock of course! Inadequate response from customer services team who had the attitude of.... so what, its a mistake.... not good enough!!! Will use zalando next time… Read Full Review

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Asos.com's Comment

Written on: 15/03/2015

Heya, Really sorry to hear you were unhappy with the help provided. Please send me all the details over in a message on either Facebook or our Twitter page so I can help. Thank you. ASOS Danny

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Asos.com's Comment

Written on: 16/03/2015

I'm sorry to hear of your disappointment, with first being sent the incorrect item & then to have it compounded by the item subsequently being out of stock. There is no intent to take payment & not supply the items selected. During the past couple of months there have been some major upgrades, with a new warehouse management system being installed to cater for the increased demand & additional lines that have been added. This all comes with many supporting activities needing a tweek here & there to ensure a seamless flow of service delivery. There have been some snags, that my IT colleagues are tackling to eliminate, one of these being the accuracy of stock at all times. This obviously doesn't preclude human error, yet with the enormous volume shipped daily the error rate is a mere fraction. Refunds are issued immediately on identifying an item to be out of stock. Please keep an eye out for any returns of the item your originally wanted or the back in stock section. if there is anything else I can assist with, please get in touch through twitter at @ASOS_heretohelp or through Facebook. ASOS Rodney

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Asos.com's Comment

Written on: 16/03/2015

I'm sorry to hear of your disappointment, with first being sent the incorrect item & then to have it compounded by the item subsequently being out of stock. There is no intent to take payment & not supply the items selected. During the past couple of months there have been some major upgrades, with a new warehouse management system being installed to cater for the increased demand & additional lines that have been added. This all comes with many supporting activities needing a tweek here & there to ensure a seamless flow of service delivery. There have been some snags, that my IT colleagues are tackling to eliminate, one of these being the accuracy of stock at all times. This obviously doesn't preclude human error, yet with the enormous volume shipped daily the error rate is a mere fraction. Refunds are issued immediately on identifying an item to be out of stock. Please keep an eye out for any returns of the item your originally wanted or the back in stock section. if there is anything else I can assist with, please get in touch through twitter at @ASOS_heretohelp or through Facebook. ASOS Rodney

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★☆☆☆☆

“Poor delivery and service”

Written on: 10/03/2015

I used to use ASOS all the time and would have recommended the clothes, delivery and service! The service and delivery and now so very very poor I shall not be using ASOS again!! Something needs to change!!!!!… Read Full Review

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Asos.com's Comment

Written on: 10/03/2015

Really sorry to hear this! If there's anything we can help with or look into for you, please get in touch. You can email, tweet, or contact us through our Facebook page and we'll be happy to help. ASOS Alison

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★☆☆☆☆

“Why I am still waiting ”

Written on: 10/03/2015 by Adenm78 (1 review written)

Asos delivery services is highly shocking and disgusting. Why am I still waiting for my product. Asos is so rubbish I will never reccomand anyone if this is how I have to wait for a item.... WHY I'M I STILL WAITING !!!!… Read Full Review

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Asos.com's Comment

Written on: 10/03/2015

Sorry to hear you're still waiting for your product. We'd like to help you ASAP on this one. Please contact us so we can get on the case. Alternately you can tweet or Facebook private message on us our ASOS page. We'll be more than happy to look into this for you. ASOS Laura

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★☆☆☆☆

“Poor customer service and terrible return/exchange policy”

Written on: 09/03/2015 by wxHall81 (1 review written)

It sucks that because of sizing issues you have to completely return an item wait for the refund and reorder the same item in a different size. Not everyone has a lot of extra money lying around to do multiple orders. I do not understand why they do not do exchanges. That is such a bad company policy that should be looked into and revised… Read Full Review

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Asos.com's Comment

Written on: 09/03/2015

Thanks for taking the time to post your review, all feedback, good or bad is always greatly appreciated and helps towards our aim to continually improve the overall experience for our lovely customers. We'll be sure to pass on your feedback to the relevant department. If you're ever unsure on our sizing just drop us a email or get in touch via one of our social media sites and we'll do our very best to give you as much info prior to the purchase as poss. ASOS Emma

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Interfere's Comment

Written on: 14/03/2015

Waiting for an exchange is better than having to spend double the money for a given period of time. You people just don't want to be bothered to process exchanges plain and simple. Your excuses as a company are deplorable and doesn't exist here in the US. Stop selling in the US if you can't be bothered to do the business right.

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Asos.com's Comment

Written on: 10/03/2015

So sorry to hear this. Sadly depending on which country your ordering from we've found that it can take too long for our international customers to wait for an exchange so this is why we offer only refunds as this makes the process of grabbing the right size that little bit quicker for you. As for the sizing we're so sorry to hear you're sizes weren't quite right. We have very handy size guides on the site for all our ASOS branded goods. If you're looking for the size of another brand we can also help with this. You can reach us via our help and contact page. Alternatively you can also reach us via our Facebook and Twitter page. We're always happy to help.

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Interfere's Comment

Written on: 14/03/2015

1. You need to be specify if brands run small. Your US 0 I believe is still smaller than a 00 here in the US. Check your sizing chart. It is not comparable. What you call a US 2 is what a normal, greatly"universal" US 00.

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Asos.com's Comment

Written on: 10/03/2015

So sorry to hear this. Sadly depending on which country your ordering from we've found that it can take too long for our international customers to wait for an exchange so this is why we offer only refunds as this makes the process of grabbing the right size that little bit quicker for you. As for the sizing we're so sorry to hear you're sizes weren't quite right. We have very handy size guides on the site for all our ASOS branded goods. If you're looking for the size of another brand we can also help with this. You can reach us via our help and contact page. Alternatively you can also reach us via our Facebook and Twitter page. We're always happy to help.

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★☆☆☆☆

“So disappointed ”

Written on: 27/02/2015 by Tfinch (1 review written)

I have always liked the clothes on Asos and when I started my online search for a dress for my friends wedding I went to the website and ordered three dresses. They arrived on time but when I open the package there was no sales slip or invoice or anything inside which I thought was strange and one of the dresses reeked of perfume ( like it had been worn before) anyways none of them fit correctly, so I tried to return them there was no packing slip with a return label inside of the package but… Read Full Review

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Asos.com's Response to Tfinch's Review

Written on: 28/02/2015

Hello, here at ASOS we genuinely do love our customers and aim to deliver the absolute best customer experience each and every time as well as providing great quality products. I'm truly sorry that on this occasion this hasn't been the case. If you could pop us over a private message to us on Facebook I'll be more than happy to get this sorted & make it up to you. ASOS Zoe H

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Asos.com's Response to Tfinch's Review

Written on: 02/03/2015

Hi there- thank you for taking the time to write this review, even if it is to express your feelings of being let down by us, for which I'm very sorry for and can understand as a result of this regrettable situation. Its a concern to hear that you received your parcel without any invoice or returns note - this isn't our style so we'll put it down to human error but will be something I'll need to address further with our warehouse. I'm sorry also that you find our Help pages not user friendly. We have some self help on our contact form to try and aid our much valued customers as quickly and efficiently as possible- sorry you didn't feel this. We also have social media contact channels should you find it easier to contact us there, check out to on our Help pages. We don't have a contact number and handle Customer queries via online. With regard to getting a new returns labels, we have to request a new one to be sent via email so its strange that you didn't receive it as promised, did you check your junk/spam folder in case? When we replied to let you know a new label had been requested, we thought that would be sorted for you so indeed closed the query, which is why you were asked to start a new one- We will reply to your email as soon as we can. Meanwhile, please trust that being a customer who benefits from a Free Returns service, we'd never expect for you to pay for a return however, our returns team don't have the facility to refund postage costs so so please do contact us again so we can try again with sending a new label or indeed talk about how to get around this and ensure you don't pay for your return. Send a message with details of this one along with your order number so we can help get this sorted for you and hopefully restore your faith in our Customer Care and confidence in ordering with us. Thanks for your time. ASOS Natasha.

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★☆☆☆☆

“1 star is too much! ”

Written on: 18/02/2015 by Bethfog (3 reviews written)

ASOS used to be brilliant, i used to rave about them so much, everything(apart from the odd glitch which i don't mind) was seamless, excellent clothes that arrived on time & what you ordered, you got! - however....the past year they have nosedived & now i would consider them to be absolutely terrible. you place orders now & they either take your order/money & then email saying sorry the item is out of stock - surely a huge company like ASOS would have a more intelligent live stock control… Read Full Review

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Asos.com's Response to Bethfog's Review

Written on: 18/02/2015

Hey, we're sorry to hear that your opinion has changed so much recently! We do find that stock hiccups do happen occasionally, and we are working with our warehouse to put the best systems in place to avoid this all together! If there is an incorrect item or late delivery you'd like to chat with us about, please pop me a tweet @ASOS_HeretoHelp or Facebook private message on our ASOS page and I'd be more than happy to look into these for you. ASOS Kym

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★☆☆☆☆

“Horrible Service! No One Buy From ASOS!!!!!!!!!”

Written on: 07/02/2015 by Diazcl434 (1 review written)

I ordered a set of bracelets for his birthday, used a coupon code from Unidays, and was excited because I knew he would love it. I ordered the bracelets 4 weeks in advance. It took a week for the package to get here, and when I opened it, it was an ugly black watch. I sent in a query on the website saying that I had received the wrong item, they got back to me in a reasonable time and the first customer care associate was nice, but I was upset that the company refused to compensate me in any… Read Full Review

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Asos.com's Comment

Written on: 07/02/2015

Hi, I'm really sorry to hear of the issues you've had with getting the correct order for your boyfriend's birthday. I realise how frustration this whole situation must have been for you. Our email system will close down queries that you haven't responded to in a number of days - we hadn't meant to suggest that the issue was resolved. If you ever have issues getting in touch via email then we have both Facebook and Twitter as alternative ways to contact us. ASOS Ian

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★☆☆☆☆

“Very bad service”

Written on: 07/02/2015 by srvanamersfoort (1 review written)

No response at all to follow up on a return and no refund. The fact that they do not offer a customer "service" phone number is maybe a sign that they prefer to ignore customers and can better delete "service"… Read Full Review

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Asos.com's Response to srvanamersfoort's Review

Written on: 07/02/2015

Hi, I'm really sorry to hear you're still waiting for this to be sorted out. We don't have a phone number as we're all online - we're here to help via email, facebook and twitter. So we can check on this and make sure your query is resolved without any further delay, please could you drop us another message on the platform you've previously used, so we can see all the previous query information and get straight on the case. Looking forward to getting this sorted for you soon. ASOS Tara

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Emmavanamersfoort's reply to Asos.com's Comment

Written on: 14/02/2015

It's about order number 1080069 returned 11 December. However still waiting for the refund and no reply at all on several queries. Could you please arrange the refund next week ?
Thank you

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Asos.com's reply to Emmavanamersfoort's Comment

Written on: 16/02/2015

Hi, please don't worry, if you could pop over your order details and email to us via email, Twitter or Facebook we'll get this looked into and sorted for you. To contact via email, you can find us on our 'Help & Contact' page on the website. ASOS Katie

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Asos.com's reply to Emmavanamersfoort's Comment

Written on: 17/02/2015

Hey, if you get in touch with us via Facebook or Twitter, we will be able to get back to you a lot quicker and we will get this resolved asap. We really look forward to hearing from you. ASOS Amber H

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Stephanus's reply to Asos.com's Comment

Written on: 17/02/2015

I sent the information about the return of the ordernummer 131080069 already many times with all details. Please send the refund or give me a call this week.

Thanks

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Asos.com's reply to Stephanus's Comment

Written on: 18/02/2015

Hey Stephanus, we'll pick things up with you in your private messages and discuss your order there. ASOS Kym

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Stephanus's reply to Asos.com's Comment

Written on: 19/02/2015

Which private message ? I just need confirmation when I can expect my refund. Please take care of it, as you promised to "get straight on the case".
Thank you

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Asos.com's reply to Stephanus's Comment

Written on: 20/02/2015

Hey, I've just sent you an email about your order - I hope this helps! ASOS Caroline

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Stephanus's reply to Asos.com's Comment

Written on: 20/02/2015

My daugther confirmed receipt of your email. I hope she will soon finally receive the refund where she is waiting for since 11 Dec.
As her father and for future orders I would appreciate to understand why this was not settled straight away and none of the previous queries were answered.
Thank you

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Asos.com's reply to Stephanus's Comment

Written on: 22/02/2015

Sorry I can't discuss somebody else's account with you due to data protection rules. If your daughter would like to follow up on this then I would advise her to reply to our email. Thanks. ASOS Ian

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Stephanus's reply to Asos.com's Comment

Written on: 23/02/2015

Your reply and clarification would be much appreciated. Avoiding protection rules, you can send her this explanation direct.

Thank you

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★☆☆☆☆

“Would you recommend to a friend? -- HELL NO ”

Written on: 04/02/2015 by Lucianay351 (1 review written)

Excuse the profanity but if I could score this as a 0 I would. Now, I placed one order in December for a long winter coat. Considering that it was the holiday season, I didn't expect a prompt delivery. I eventually received my jacket nearly 4 weeks later. I was happy with my purchase and I didn't break the bank! So I thought hey, why not purchase a few sweaters? They were having an amazing 70% sale, so I thought why not. That order was placed on 01/11 I was told that ETA should be for… Read Full Review

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Asos.com's Comment

Written on: 04/02/2015

Hi, I'm really sorry you've been waiting so long for your items to arrive. Occasionally there are delays that we have no control over but we do ask that you wait the timeframe we've given before we can consider a parcel lost as it could still arrive with you. If you still need help with your issue then you can get in touch via our help page or as a private message through Facebook or Twitter. ASOS Ian

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Asos.com's Comment

Written on: 05/02/2015

Hey, really sorry to hear about the problems you've had receiving your goodies! I can completely understand your frustration and would like to get this resolved for you ASAP - especially as you've been waiting so long! Could you please fire your order details and account email address over to us through either email, Facebook or Twitter and I'll get the case for you. Look forward to resolving this for you soon! ASOS Nathan.

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★☆☆☆☆

“Worse ever”

Written on: 21/01/2015 by Gemman87 (1 review written)

Ordered 3 items and waited 3 weeks with no communication from customer services and then got told my order was on its way, then phoned as hadn't turnt up again for them to then tell me the courier had stolen my parcel and it was the last stock of them I then asked for a refund Asap which then customer service were rude and said I would have to wait 10 days and what a shame it happened as the stuff I ordered were lovely talk about make me more angry by it. Staff are rude there's no… Read Full Review

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Asos.com's Response to Gemman87's Review

Written on: 21/01/2015

Really sorry to hear you've had a bad experience with us - that's not what we like to hear at all. We would never intentionally be rude to you and it sounds like this was an issue with the courier company. If you'd like us to look into this further then please get in touch via our help page or as a private message through Facebook or Twitter. ASOS Ian

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★☆☆☆☆

“WORST SERVICE EVER, ITEMS MISSING, NO CUSTOMER SERVICE,”

Written on: 19/01/2015

ASOS are undeniably the worst service i have received from any company! Their poor excuse for customer service has got me astounded. I did not know a company was capable of such poor service. I placed an order, when the order arrived two main items were missing (jackets for a ski holiday in Christmas). I Then returned the rest of the items via ASOS collection service (Hermes) it has been over a month and I have still not received a refund for the jackets or the items that have been returned… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Hey, sorry to hear about the problems you've had and our emails haven't been helping and resolving your query! I'd like to get this sorted out for you ASAP. Can you please either get back to me through email, Twitter or Facebook with your order details and email address and I'll get this resolved for you straight away. ASOS Nathan.

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★☆☆☆☆

“Items not delivered and poor customer services”

Written on: 19/01/2015 by 420Doherty (1 review written)

Items not delivered, exceeded delivery date by more one and a half month to date. Emails to Asos received general replies,not reply to questions asked ie, very impersonal replies. Very poor customer service. Not worth purchasing from Asos as non-delivery of items purchased… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Sorry to hear that you're having problems with your order and getting help with it. If you get in touch with a private message through Facebook or through the Help page on the website we'll be able to look into this for you and help sort it out. ASOS Sam

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Asos.com's Comment

Written on: 19/01/2015

Hey, really sorry to hear that you have't received you ASOS goodies just yet! I can completely understand your frustration as you've been waiting so long - I'd be more than happy to get this sorted for you ASAP. Although I can only do this if you get back to me through either email, Facebook or Twitter. As soon as I hear back from you, I'll get on the case! Look forward to resolving this for you soon. ASOS Nathan.

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Catchz's Comment

Written on: 20/01/2015

I again sent you two emails todays - one on delivery; Query no. 150120-001530 and the other on refund to me - Query no. 150120-001559.

Both emails on the non-delivery issue.

I expect a satisfactory reply and solution from you.

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Asos.com's Comment

Written on: 21/01/2015

Thanks for letting us know. We've now replied to your emails so I hope this is sorted for you. Let us know if you need anything else. ASOS Ian

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Catchz's Comment

Written on: 23/01/2015

Glad to finally received a more personal reply from you and Nurun.
However, I've not receive the promised email within 48 hours on all my refund details.
ITS past 48 hours now and I am still waiting.
Do not wish to reply the survey requested nor provide a favorable feedback till my money is refunded.

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Asos.com's Comment

Written on: 23/01/2015

Hey, it's worth double checking your junk folder just in case the email went in there, but if you haven't received it, just drop us an email, a Facebook private message or tweet @ASOS_HeretoHelp and we’ll chase it up for you. ASOS Gayle

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Catchz's Comment

Written on: 24/01/2015

There's no emails in the junk folder. I just sent another email under query reference no.150124-006850 and received the usual automatic reply.
Please help !

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Asos.com's Comment

Written on: 24/01/2015

Oh no, sorry you keep receiving our automatic replies! We really do want to get this sorted for you, so I would recommend opening a new query with us via our help page and we'll be able to check this out for you ASAP. Alternatively as mentioned, you can contact us via Twitter or Facebook - whatever's easiest for you! ASOS Tayla

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Asos.com's Comment

Written on: 24/01/2015

Oh no, sorry you keep receiving our automatic replies! We really do want to get this sorted for you, so I would recommend opening a new query with us via our help page and we'll be able to check this out for you ASAP. Alternatively as mentioned, you can contact us via Twitter or Facebook - whatever's easiest for you! ASOS Tayla

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Catchz's Comment

Written on: 27/01/2015

I've finally received my refund , thank you.

Hope customer service via Asos.com's help service will be improved and as prompt as your replies in reviewcentre website.

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Asos.com's Comment

Written on: 28/01/2015

I'm glad to hear that you've received your refund! We're constantly working on improving ourselves to make sure everything's the best for our customer's. I'll be sure to pass your feedback on for you. Thanks. ASOS Sarah

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★☆☆☆☆

“Asos has no cutomer service”

Written on: 19/01/2015 by CameronSpencer1949 (1 review written)

It is virtually impossible to contact asos. The website does not give you an option to contact them but a series of answered general questions. If you do lodge a contact form and are fortunate to receive a reply, it is a general evasive reply. I am waiting for a refund but asos will not confirm receipt of the goods despite using Parcelforce and having a tracking number… Read Full Review

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Asos.com's Comment

Written on: 19/01/2015

Hey, there are 6 options available to pop an order back to our return facility. Parcelforce isn't one of the available service partners for returns. We ask that you please allow 7 working days for our returns facility to receive your return and up to 72 hours thereafter for the processing of multiple item/ order returns. if this period has passed and you've not had a returns email, a refund or exchange (subject to stock) will be issued. please fire your order number, account email address 7 message over in a private message on Facebook or by DM on twitter, so this can be looked at more closely. ASOS Rodney

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