ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
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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★★☆☆☆

“Bad customer service ”

Written on: 06/09/2014 by Fairygirl123 (1 review written)

I've ordered from them about 3 times from the US. Twice they have sent me the wrong shoe size. I emailed them and they told me to return them and re order my size. This meant I was to be charged for the shoes again and had to wait until I was refunded for the first pair. Now that's annoying. There is no number to call, only email and they send automated responses, don't get to the root of the problem. They need to hire people that will do their jobs right and send the right sizes! I do love the… Read Full Review

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Asos.com's Response to Fairygirl123's Review

Written on: 06/09/2014

Hi there. We're very sorry to hear that you've had a hard time getting the correct size. We're so sorry that you've been let down on this occasion. Please send your order details on twitter, to the Facebook pages or the 'Help' section on the site and we'll be more than happy to help. ASOS Jenny

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Yecove's reply to Asos.com's Comment

Written on: 10/09/2014

I also order an item last week which was supposed to be delivery after 2 days since i paid for an express delivery and yet did not receive it. Asos doesn't contact me to let me know that my delivery will be delay, they really suck. Asos is really bad in customer care. Do real human work in that company? It seems like they have an office. Really disappointing for such an online shop claiming to be one the best.

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Asos.com's Response to Fairygirl123's Review

Written on: 08/09/2014

Hey, I'm really sorry to hear about this, this isn't the ASOS experience I want you to receive as a first time ASOS-er. I understand that the size conversions may be a bit tricky as all of our sizes are labelled in UK sizes. This means that if you ordered a dress for example, if you received a UK size 10 it would be the equivalent to a US size 6. I'm including a copy of our show size guide for you as well. This shows that a US size 8 is the equivalent to a UK size 5, so don't panic if you receive something like this. The best thing to do is to try to shoes on to double check that they fit just in case. I hope this has helped. If you ever need anything else just drop us a line and we'll be more than happy to help. ASOS Sarah G

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★★☆☆☆

“Top came dirty & Fit visualiser for men is not accurate”

Written on: 02/08/2014 by Shellybeans (1 review written)

This is my first time ordering from ASOS. Just opened my package today. I ordered a white cropped top which was stained with dirt (I wish I can attach pictures). Also got a shirt for men but the size was too small. I used their Fit visualiser thinking it was a good idea since I've heard so many problems about thier sizing. After following all the instructions and measuring it like crazy, I still got the wrong size. The shirt I ordered was supposed to be a little bit bigger but in reality, it is… Read Full Review

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Asos.com's Response to Shellybeans's Review

Written on: 02/08/2014

Heysorry to hear your goods arrived in such a way and the shirt was too small, if you get in contact with our Social team via a Private Message on Facebook, with your order number and faulty item details(you'll also be able to attach pictures) they'll get this looked into and sorted for you. Thanks ASOS

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Asos.com's Response to Shellybeans's Review

Written on: 04/08/2014

Hey Shellybeans,

I'm really sorry to hear about your top - this isn't how we'd expect our goodies to arrive at all.

I'd love to get this sorted for you, would you mine letting me know your order deets on Twitter at @ASOS_HeretoHelp, email using our 'Ask A Question' form on the Help pages or by sending us a private message on Facebook.

I can look into getting a replacement popped straight over to you!

Sorry to hear that you've had some sizing hiccups, we've found customers thought our fit visualiser was really handy in helping them track down the right size.

If you'd like to try another size, let me know and we'll get some measurements from our warehouse to help you find the fit that's just right.

ASOS Kym

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★★☆☆☆

“ASOS Premium not worth it”

Written on: 08/07/2014 by Abernathy268 (1 review written)

ASOS is an OK shopping site... until... you actually need customer service. So after having joined Premium - especially for the free returns I found that navigating the crazy process of just actually printing a postage paid label was so involved that I almost just resorted to paying outright for the return. Then I tried to work out how to email ASOS. OMG - now that was tricky. I am pretty IT literate and I can tell you this process was NOT EASY. I don't have a problem with shopping at ASOS… Read Full Review

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Asos.com's Comment

Written on: 08/07/2014

Hey if you're having problems with our returns or Premier service, pop us over your registered email address in a Private Message on Facebook or via a DM on Twitter and one of our Social Advisors will help you out. Thanks ASOS

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★★☆☆☆

“Asos is a great market place for clothing but their...”

Written on: 12/06/2014

Asos is a great market place for clothing but their own brand is of terrible quality. After buying a dress in a size 4 and not physically being able to get it on as it had no zip and was purely elastic I ordered a size 6. This I could not get on either, it had the worst elastic round the middle and I doubt anyone would be able to physically get it over their shoulders. As a very small woman who weighs no more than 40kg, I figured there is obviously a design fault. This was my first time… Read Full Review

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Asos.com's Comment

Written on: 12/06/2014

Hey, This is defo not what we like to hear - especially as it was your first time shopping with us. If you're buying anything from the ASOS Collection, then we do have handy size guides to help you choose the right size. We're also introducing a cool new feature called fit Visualiser which lets you compare the size of your own clothes with those on the site. At the moment, this isn't available on all items, but if it is you'll spot it next to the size and colour options. We offer free returns from the UK and US, so if you live in either Country just pop your order back using your return note and we'll be able to refund you. If not, as this is your 1st order we'll happily re-reimburse your return costs. Just pop your order number with a copy of this review over to us in a Facebook message, Tweet or email us through our Help page. ASOS Leyanne

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Asos.com's Comment

Written on: 12/06/2014

Hey there, We're really sorry to hear of this experience you've had, it certainly doesn't sound acceptable. If you could get in touch with us through either Facebook, Twitter, or our standard email service, we'll be able to take another look at this and sort you out with a promo code to use on your next order. Please do get in touch when you can. ASOS

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★★☆☆☆

“poor quality product”

Written on: 26/04/2014 by Greenwoodtk365 (1 review written)

Bought what i thought to be lovely leather chelsea ankle boots from asos only after a few times wearing them both heels have just literally peeled and come off!! not worth it for 40 pounds, and there is no way to contact asos directly to leave negative feed back very clever of them… Read Full Review

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Asos.com's Comment

Written on: 29/04/2014

Not what we like to hear at all. We're here 24/7 to help with stuff like this so feel free to contact us anytime. This can be on our Facebook page or our Twitter account. We also have a contact form on our Help Page which you can fill out to send an email over.

If you can pop a private message over to our Facebook page regarding this order then we'll get on the case as quickly as we can and get this sorted for you. ASOS Jennie

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★★☆☆☆

“Used to be so good...”

Written on: 10/04/2014 by 114Bennett (1 review written)

Asos used to be the most fantastic shopping website for clothing. I have ordered over 20 times with them since maybe around 2 years ago. However, within the last 2 months they have gone downhill at huge speed. Around christmas time, when they should be the most 'crazy busy' of the year, i was getting my items with free standard delivery which was effectively next day! It was fantastic, using my student discount and then having the stuff delivered free next day! Lately though, the standard… Read Full Review

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Asos.com's Comment

Written on: 10/04/2014

Hey, I'm sorry to hear about your recent order being out of stock, I realise having to wait 5 days to be told this is frustrating and upsetting. Please be assured that our Premier members never have priority over stock availability. I really hope this experience doesn't deter you from shopping with us in future. If you could get back in contact with us and quote the Review Centre, so we can try and make it up to you that would be great. ASOS David

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★★☆☆☆

“Returns are so slow!”

Written on: 16/01/2014

My delivery was quick, came within 3 days or ordering and one of these days was Boxing Day! However when my items came I didn't like a few things I ordered, so sent them back! I returned them via they're free returns service on 31st Decemer! This was 2 and a half weeks ago now, and I haven't heard a thing! Customer services are no help what so ever, just fob you off with the same line of 'were really busy at the moment' won't tell me if they have even received my return back yet! Well, you have… Read Full Review

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Asos.com's Comment

Written on: 18/01/2014

Oh no! I understand how you feel but I can assure you that we are not trying to fob you off. During peak season (Christmas etc.) returns volumes increase – this is what can cause the delays. Returns can take up to 10 working days to be processed but at busy times we may ask that you wait a few extra days. As long as you have your proof of postage you will receive a refund so don’t need to worry.

If the 10 days has passed and you have the proof of postage simply drop this to us in a Facebook Private message or via a Twitter Direct message. Once we've received the details we can look into this further.

I'm sorry for the delays and any frustration but we will get this resolved for you. ASOS Donna

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★★☆☆☆

“Unexpected issue with order, even worse customer service.”

Written on: 13/01/2014 by peevedisanunderstatement (15 reviews written)

I'm writing in response to several orders I placed shortly after the Christmas period. I had ordered 6 pairs of shoes that were in the sale, all a size 8 and yet all too big for some unfathomable reason. I was annoyed at the prospect of having to send them all back but even more so because I had misplaced the returns notices for each separate order. And so it began, after requesting 3 times about what I should do I finally got a coherent response telling me what address it needed to be sent… Read Full Review

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Asos.com's Response to peevedisanunderstatement's Review

Written on: 18/01/2014

Thanks for your review and I’m sorry to hear that you've been displeased with the recent service you received. You’ll be pleased to hear that we do still have the same Customer Care system but we are trying to make our Help and Contact pages as informative as possible.

All UK returns are free and if you ever lose a label again simply follow this link [removed] and you’ll be able to print off a new one.

We’re always trying to improve our customer experience so your feedback is invaluable, good or bad keep it coming. I hope this helps. ASOS Donna

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★★☆☆☆

“POOR CUSTOMER RESPONSE”

Written on: 07/01/2014

i purchased a dress from asos.com back in december and payment and everything went through successfully...! i was asked to pay the taxes to which i responded and my the amount i was t pay. NOW on the tracker it says my order has reached NEW DELHI and will b delivered to me shortly but next day it says that the shipping address which is of Indore is incomplete. Now from the past seven days i have no idea what to do, whom to contact....? all the phone no's for India are not working and the… Read Full Review

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Asos.com's Comment

Written on: 18/01/2014

I'm sorry that your order hasn't arrived yet and that you're unsure how to contact us. We offer customer care via email, Twitter and Facebook 24/7. Please could you follow one of the methods below sending us all the details so that we can track this order for you.

Email us
Tweet us
Facebook us

As soon as the order number and registered email address has been received we'll get on the case for you. Thanks ASOS

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Princessnb's Comment

Written on: 24/02/2014

This is a huge problem with their new delivery service WN. Hate that you have to pay customs BEFORE the item is even shipped, and then it takes forever for the package to actually arrive. I wish they hadn't switched from Royal Mail—I never had a problem with Royal Mail, didn't have to pay customs, and items actually arrived quicker than this stupid new service.

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★★☆☆☆

“I've been buying stuff from your website for a while...”

Written on: 06/12/2013

I've been buying stuff from your website for a while and can't dtop raving about it to friends. So imagine my surprise when I received an email saying I needed to pay a duty on my most recent order which amounts to almost half of the total amount I've paid. Considering I've never been asked to pay a duty on any of my other orders and wasn't told about these charges during billing, I'm hoping this is a joke? If not, could you please look into it? Order number 93141538. Thanks… Read Full Review

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Asos.com's Comment

Written on: 06/01/2014

Hey, really sorry about this! Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea in future to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. If you still need help with your delivery please drop us a message via the website! ASOS Sarah

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★★☆☆☆

“RETURNS ARE NOT FREE AND SIZING IS CRAZY. I have...”

Written on: 25/11/2013 by hwer (1 review written)

RETURNS ARE NOT FREE AND SIZING IS CRAZY. I have ordered quite alot from ASOS in the past and the sizing is always ridiculous. I have ordered two dresses from them that were so huge that I would have had to size down about 4 sizes to even come close to fitting but the problems start when you try to return something. The first time I ordered, I accidently used the UK website and they don't offer free shipping so the last time I specifically ordered from the US site that exclaims "free shipping… Read Full Review

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Asos.com's Response to hwer's Review

Written on: 26/11/2013

Hi, I'm really sorry to hear about this. Our website mentions that returns from the US and the UK are free - this is something we hope to roll out to other countries in future though! Our customer care team will be happy to send you a US returns note, but you will only be able to use this in the US and if you have an address in the US too. Alternatively, you can send your items back to the US from Canada but the postage will not be free - just ask our customer care team for the address. Please drop us an email here if you have any more questions.
Alternatively you can get in touch with us on Facebook - just search for ASOS or on Twitter.
ASOS Julia

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★★☆☆☆

“HIDDEN CHARGES- VERY DECEPTIVE”

Written on: 17/11/2013

SHIPPING IS NOT FREE, I WAS CALLED BY THEIR AGENT HERE IN NIGERIA THAT THE ITEMS I BOUGHT HAVE ARRIVED BUT I HAVE TO PAY FOR CUSTOM CHARGES. THEY ALSO DEDUCT TRANSACTION FEE WHEN PAYING WITH YOUR MASTER CARD>>> ALOT OF HIDDEN CHARGES… Read Full Review

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Asos.com's Comment

Written on: 18/11/2013

Sorry to hear you feel this way. We don't have any hidden charges and advise on customs charges on the website. Unfortunately these charges are beyond our control, but you can find out all the info you need on our website.

If you have any further questions you can contact us on our help page on the site or through social media. You can find us on Twitter or through Facebook on the ASOS page. ASOS Gabby

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★★☆☆☆

“Promo code didn't work”

Written on: 08/11/2013

First time shopping with Asos. Needed items express and even though I thought I'd selected express post option, only afterwards did I realise that it wasnt selected. Has o cancel order and repurchase. Second time ordering and I could not enter the promo code because according to Asos I'd already used the code! My mistake of not selected express cost me $15.05! And to top it off- I didn't get my items in time! Needed them express and they came 4 days later!!!… Read Full Review

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Asos.com's Comment

Written on: 08/11/2013

Hi, I'm so sorry to hear you've had trouble with your promo code and express delivery. I'd love to get this sorted out for you, so please copy your post into a private message and send it to us on Facebook. Alternatively you can tweet us or drop us an email.
Looking forward to hearing from you. ASOS Susi

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★★☆☆☆

“Shocking customer service and returns take half a month”

Written on: 11/10/2013 by beccalucy (1 review written)

I have been an ASOS customer since 2008 and have spent a great amount of money. However it is only this month I have made use of their 'free returns'. I returned one of my parcels using the Collect+ service which delivered the parcel promptly to ASOS but I was told by the customer service it can take another 10 days to process the return and another 2-3 to see the money back in your account... so half a month in total! This is totally unacceptable in this day and age. I was notified by the… Read Full Review

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Asos.com's Response to beccalucy's Review

Written on: 12/10/2013

Hey, I'm really sorry to hear that you've had a bad experience with our Collect+ returns service. We do send emails once a return reaches us, again I am sorry for any confusion caused here. I'm happy to hear that you've now received the refund however. In future should you wish to contact us you can do so on our site or via facebook or twitter. Thanks, ASOS Nicola

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Asos.com's Response to beccalucy's Review

Written on: 13/10/2013

Hey Beccalucy,

I'm so sorry to hear about your recent troubles with your returns and the incorrect item you received. I can totally understand how disappointed you must've been with this. I'd also like to apologize for the level of customer service you received throughout these 2 issues, I agree, this is not acceptable and I'm sorry you had to endure this.

I'd like to try and make it up to you, if you could get in touch via our Facebook or Twitter @ASOS_HeretoHelp, all you need to do is mention this review. I'd be more then happy to chat with you about this.

All the best

ASOS Char

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★★☆☆☆

“Bad Delivery Service! :(”

Written on: 29/09/2013

I used this website for the first time to purchase a skirt in the sale. My order was meant to come within 3-4 working days which is fair enough. However; sadly I recieved nothing within 2 weeks and had to contact asos about my order. They said it would come within a few more days and apologised for the delay. I waited until the specified day and still hadn't recieved anything. I emailed them again and they said that my order had gone to the 'wrong depot'... It had been 3 weeks before I actually… Read Full Review

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Asos.com's Comment

Written on: 29/09/2013

Hey,

I'm so sorry to hear about your troubles receiving your order. I can assure you things like this are extremely rare here at ASOS.

Sometimes there are factors outside of our control when it comes to delivery, never the less you shouldn't have waited that long for your issue to be resolved.

We really are so sorry about this, if you'd like to give us a message on FB or tweet us at @ASOS_HeretoHelp we'd love to give you a discount code for your troubles. All you need to do is quote this message and we'll get this sorted for you. Sorry again!

All the best,

ASOS Char

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★★☆☆☆

“Service has gone downhill recently...”

Written on: 12/09/2013 by LynseyLoo (1 review written)

I'm a long time customer of ASOS and just recently have noticed that the speed of deliveries and refunds has gone down significantly - I understand that you might be busy but it's not really an excuse for a decline in standards. I used a promo code to get a 15% discount on my large order of well over £200, which left the total still standing at around £225... but because I had used one promo code I couldn't enter another to receive the free next day delivery service. Not impressive - when… Read Full Review

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Asos.com's Response to LynseyLoo's Review

Written on: 13/09/2013

Hey, thanks for your feedback and I appreciate the points that you've made. I realise it's disappointing having to make a choice between which discount code to use, especially on high value orders. At the moment it is our terms and conditions that only one code can be redeemed at a time, but we’re always looking at ways to improve out service so we your comments will certainly be taken on board. I really hope this doesn't stop you from shopping with us in future, and please feel free to get back in contact if you'd like to discuss this further with us. Thanks ASOS David

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★★☆☆☆

“Disappointing service”

Written on: 25/07/2013

I placed an order with ASOS for express delivery & was advised on the morning of 23.07.13 that it will arrive that day between 1-5pm. The purchase never arrived. I contacted Customer Service & was advised the purchase was lost in transit & will replace the order. However, I will only receive 2 out of the 3 items as one is out of stock. My previous order took 2 day to deliver but I was advised the re-delivery will take up to 5 days. They did not reply my inquiry to why this is so. Also, one of… Read Full Review

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Asos.com's Comment

Written on: 25/07/2013

Hello, sorry to hear your original order was lost on its way to you. So that we can take a closer look into this for you please send your full query over to care@asos.com putting 'review centre' as the subject line. You can also get in touch with us on Twitter through @ASOS_heretohelp or on Facebook by searching 'ASOS'. Thanks, ASOS Gabby

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★★☆☆☆

“Going downhill”

Written on: 06/07/2013

I ordered a dress from Asos and they sent the wrong one. They told me they couldn't send me another one as it was out of stock in that colour which was fine. I had also ordered the same dress in a different colour in a different order as I really wanted this dress for my graduation. Again, they sent me the wrong address! That is two wrong items in a row! I was seriously disappointed, I asked for them to send me the correct dress as I really needed the dress and they did still it have it in… Read Full Review

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Asos.com's Comment

Written on: 12/07/2013

Hey, I'm so sorry to hear about the incorrect dresses arriving, I can understand that this must be extremely frustrating especially with you're graduation fast approaching. If you could tweet us @ASOS_heretohelp or send us a Facebook message with the order number we can check this out for you right away and hopefully do something to help you out. ASOS Mickey

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Darrylwife's Comment

Written on: 03/08/2013

Don't bother... Let them go down hill

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Asos.com's Comment

Written on: 03/08/2013

Hey,

If there's anything you'd like to chat with us about directly - we've got a twitter account @ASOS_HeretoHelp, a Facebook page ASOS and Help & Contact pages set up on the website.

ASOS Kym

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Darrylwife's Comment

Written on: 04/08/2013

I sure will! I have been over this with your company several times. You are no help! I purchased from this company a few times. Tried to purchase again this time using my bank card. I am in the USA and had no idea that I need to let my bank know when shopping international. So it was declined, no problem I thought, I'll just use my pay pal account like always. Now I can make any purchases my orders just won't go through. I have played wait games with you all and all of your responses are general and non helpful. I have contacted PayPal as you suggested and they have assured me there is not a problem on their end. I have transactions still pending for payment to ASOS for four days now. I have contacted my bank they have assured me that it is not them that is blocking me from making purchases. I have changed emails and passwords on my account with ASOS. I still can't purchase. Emailing you is a joke. I have to wait at least 4 - 6 hours before I can get an incompetent reply. I feel like many of the people on this site who have given you all bad reviews for customer service. Your replys are general and robotic and you deserve every negative review you get

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★★☆☆☆

“Canadian shoppers beware”

Written on: 21/06/2013

I was very happy with the clothes i received. Their website was easy to navigate. However I was forced to pay a very large tax on the clothes i bought. You should beware of buying here because of huge customs fees. I live in Quebec so it is probably larger here but beware!… Read Full Review

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Asos.com's Comment

Written on: 26/06/2013

Hey, we'd love to help on customs charges but they are set by your local customs office and sadly we have no control over these. We do have a few tips though to avoid large fees in the future:
1. The weight of the parcel is a large factor in this so splitting orders down can help.
2. The value of the parcel is also a factor so again any large items could be placed as a solo order.
3. If you check with your local customs office they should be able to give you an idea of he thresholds for charges and this may help bring them down.
If you do need anything please drop us an email with the subject 'Review Centre' or drop a tweet/facebook message and we'll be happy to help. ASOS Thomas

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★★☆☆☆

“Love the company hate their credit card policy ”

Written on: 27/05/2013 by BabethLafont (1 review written)

I love asos' clothes but twice I've tried to order from them and everytime they have an issue with my credit card! I live in Haiti and for a website who supposedly offers international shipping they have the worst credit card policies.... I had to have my sister ( who lives in the US)make my purchases for me! Even Zara accepts my credit card without any issues! If you don't live in the States or I'm guessing the UK don't do business with asos.com! Sad cause their clothes are really cool… Read Full Review

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Asos.com's Response to BabethLafont's Review

Written on: 28/05/2013

Hey,

Oh no, I'm sorry to hear that you've been having some hiccups placing an order with us.

We've got lots of different ways for you to pay.

We offer international shipping free worldwide, as we deliver thousands of parcels worldwide everyday.

We'd love to find out what's been happening here so you don't have to miss out.

Pop us over a message on Twitter, Facebook at ASOS or on our Help & Contact pages on the website.

ASOS Kym

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