ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
772
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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“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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★☆☆☆☆

“£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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★☆☆☆☆

“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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★☆☆☆☆

“Item not delivered ”

Written on: 07/01/2016 by Leonv467 (1 review written)

Delivery service needs to upgraded, waited 10 days for my order to not get delivered and only to be told it's getting sent back to the depot.Not happy… Read Full Review

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Asos.com's Comment

Written on: 07/01/2016

I'm really sorry to hear about this! If you would like to send over your email address, order no and D.O.B via email or our Facebook and Twitter pages I'll be sure to take a look into this for you. I'd hate to see this ruin your shopping experience with us. ASOS Matt

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Asos.com's Comment

Written on: 08/01/2016

Hi, I'm really sorry to hear you have had trouble with your order, I can understand this can be frustrating for you. If you can send us an email, Or you can get in touch via our website on the help page or one of our social pages. I would really like to get this sorted out for you as soon as I can. Thanks Leon, ASOS Lucy

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Asos.com's Comment

Written on: 07/01/2016

Very sorry to hear you didn't receive your order, it's not the norm for this to happen and I'm sorry for any disappointment this caused. If you get in touch with our Customer care Team, they should be able to update you. ASOS Gayle

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