ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
107
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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★★☆☆☆

“Shocking”

Written on: 15/06/2016 by Pikepm329 (1 review written)

I have used asos a couple of times! Both times I have been disapointed, the first time I ordered the courier Hermes never bothered showing up and then when the dress eventually arrived the zip was broken! The second and final time I have ordered the dress came as expected due to asos using DPD couriers but the tulle is cut all choppy it looks as if a 5 year old has cut the material for the skirt of the dress! The size isnt true to fit as its too big! and theres loose thread hanging from the… Read Full Review

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Asos.com's Comment

Written on: 16/06/2016

I'm so sorry to hear this. We aim to send our best quality items & it saddens me to hear that this wasn't the case. So that we can resolve this for you, If you have not done so already, I kindly ask that you pass your query & details over to us via FB, Twitter or through our help page. We'd love to fix this for you & hopefully change your shopping experience with us into a good one. ASOS Andrea

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★★☆☆☆

“shipped wrong item”

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

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

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Asos.com's Comment

Written on: 03/02/2016

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

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★★☆☆☆

“DPD delivery experience”

Written on: 31/12/2015 by Nikitaturnell (1 review written)

I ordered two dresses on a Wednesday evening to be worn at a Wedding on the following Saturday. The delivery company sent an hour window of when it would arrive. We sat in all morning, but received a text from the courier company claiming they couldn't get access as no one was in. We immediately checked outside as no one had tried to access the building. We now have no dresses for a wedding over the bank holiday and won't receive the dresses until Monday. For this issue to be resolved in the… Read Full Review

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Asos.com's Response to Nikitaturnell's Review

Written on: 01/01/2016

I am sorry to hear that you didn't receive your parcel on the day you ordered it for. Sadly when deliveries are missed DPD wont be able to hang around for long as they are extremely busy, but your tracking will then update after 5 minutes which is why you wouldn't have seen them when your tracking updated. For future orders it will be worth being extra vigilant during this hours window, as you mentioned you are in a flat and the front door may be locked. It'll be helpful for them to make sure the front door is open during their delivery window. Happy New Year. ASOS Scott

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★★☆☆☆

“Phoney delivery date”

Written on: 23/12/2015 by Jeremy52 (1 review written)

I have ordered from ASOS back in the day and it was fine. Quality of product is fine. Recently ordered back in mid November, order stated I'd have my order by Dec 16th 2015. Still waiting, now they say I should have it by Jan 1. I ordered this dress for new years, can't wait to have it so I can never wear it to anything because I got it the DAY AFTER I NEEDED IT. That is if it even makes it to me. My girlfriend recently ordered off ASOS and she also had to wait FAR past delivery date… Read Full Review

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Asos.com's Comment

Written on: 23/12/2015

Hey Jeremy52, I'm really sorry to hear your new years outfit hasn't arrived. I completely understand how this has made you feel, especially as it's a special new years outfit! I'd love to get this sorted for you if you send me over a message via Facebook, Twitter or email on our site. I will then be able to check out anything you need info on. I look forward to hearing from you. ASOS Charlie

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Asos.com's Comment

Written on: 29/12/2015

Hi there. So sorry to hear you've asked to wait a little longer for your order. Most our international deliveries are on a un-traceable service which means we do sometimes ask you guys to allow a tad longer for the goodies to arrive, this may be due to any local or custom delays but as this isn't traceable we can't say for sure. Due to the holidays you can imagine delays may incur. Sorry once again though. Remember for future reference that express delivery is both traceable and a tad faster. ASOS

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Asos.com's Comment

Written on: 29/12/2015

Hi there. So sorry to hear you've asked to wait a little longer for your order. Most our international deliveries are on a un-traceable service which means we do sometimes ask you guys to allow a tad longer for the goodies to arrive, this may be due to any local or custom delays but as this isn't traceable we can't say for sure. Due to the holidays you can imagine delays may incur. Sorry once again though. Remember for future reference that express delivery is both traceable and a tad faster. ASOS

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Asos.com's Comment

Written on: 28/12/2015

Hey, so sorry to hear your orders not yet with you. We do everything we can to avoid delays but they can happen very rarely, apologies you've been effected. The parcel should arrive with you any day now but if you do have any further probs or want to discuss this further please do get back in touch with customer care and we'll do everything we can to turn that frown upside down! ASOS Emma

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★★☆☆☆

“Great Site, Terrible Customer Service.”

Written on: 19/12/2015 by JensenKeller (1 review written)

Bought a Religion suit jacket that looked on the site to be of high quality with a price tag to match. The listing noted that the model wearing the jacket had very similar dimensions to myself. Not the case. Jacket was comically small, and the quality a miss (practically transparent). I was forced to return on my own dime - $40. I bought a new jacket in a larger size while my return was in the post. I did receive a refund for the original item, but when the new jacket arrived I was greeted with… Read Full Review

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Asos.com's Comment

Written on: 19/12/2015

Hey, oh no! I'm sorry to hear that you were not happy with the service & quality of the jacket this time & you incurred custom charges when you ordered an alternative jacket. These charges are something we're not able to predict & although they don't occur on every order its a good plan to contact your customs office before making an order so you don't receive any charges you weren't expecting. I can assure you once your returns have arrived with us a refund will be sorted, if you could pop over a message to us on Facebook, Twitter or submit a query via the web site, we can check on this for you, ASOS Izzy

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Asos.com's Comment

Written on: 20/12/2015

Hey, really sorry about your experience on this occasion. We work really hard to make sure we give a clearest representation possible, I apologise it wasn't quite what you expected. If you could kindly drop us a message via our help page on site, Facebook PM or twitter DM. Someone will be happy to see what we can do for you, we do value you as a customer and wouldn't want this to put you off ordering with us again. Hope to get this resolved for you soon. ASOS Dee

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★★☆☆☆

“Bad customer Service”

Written on: 12/11/2015 by amberrosec (1 review written)

Ive been ordering from asos for a few years now and I use them a lot. Ive never had a problem until now, I order a GHD set over a month ago and when it arrived the GHDs and 1 clip were missing, a rang them the next day to inform them and I was told to send the item back as 'faulty' and I would get a refund. I did so and saw no refund for over 7 working days and then the item was actually sent back to me with a note saying they were unable to give me refund because items were missing even… Read Full Review

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Asos.com's Response to amberrosec's Review

Written on: 12/11/2015

Hey, really sorry to hear you've had problems getting this sorted. Please could you get in touch with us via our Twitter handle or our ASOS Facebook page, or email us via the website, so we can look into for you and hopefully we'll be able to get this resolved v soon. ASOS Gayle

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★★☆☆☆

“returns with discount”

Written on: 10/05/2015

I would strongly recommend staying clear of any offers they have with discount codes. I applied one of there discount codes to an order of 5 items unfortunately part of the order was a set of Ray Bans which turned out far too big. I returned the Ray Bans thinking I would get a refund then reorder another set of sunglasses when I did this the £30 I got discounted from my total order was taken from my return leaving me way short to buy a new set of Ray Bans. Loyal customer totally disappointed… Read Full Review

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Asos.com's Comment

Written on: 10/05/2015

Hey I'm really sorry to hear that your refund was affected by your returned item, but we do state in our T&C's that if the minimum spend is brought under the threshold then the discount will no longer be applied. ASOS David

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Asos.com's Comment

Written on: 10/05/2015

Hi There, I'm really sorry you feel this way. Each of our discount codes have terms and conditions and it sounds like you've used one of our minimum spend codes which have conditions applied. If you can send me an email or contact us through any of our Social channels with the code you used, I'd be happy to give you the information you need. ASOS Alison

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★★☆☆☆

“return gone wrong”

Written on: 29/04/2015 by muBates178 (1 review written)

i had a replacement order sent to my old address instead of the address I used when getting my first delivery. The delivery was sent to Newcastle and I live in London. It's been two months and I still can't get hold of a landlord to get it. Asos told me that they can't do anything about it. What I mad with is their logic of thinking and that nothing has been resolved I've lost money due to this… Read Full Review

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Asos.com's Comment

Written on: 29/04/2015

Hey muBates178, I'm sorry to hear this has happened. We really don't want you missing out were and would love to help you out. We do mention on site that all replacements will be sent to your selected default delivery address. This really helps us and you out as you then get to change your default address, thus changing the address your exchange will be sent to. If this option wasn't in place and you had no way of being at the original address then you wouldn't be able to change your address and miss your parcel. If you can send me over an email I promise we'll be able to help you out here. ASOS Scott

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★★☆☆☆

“Such Crapy Service”

Written on: 06/12/2014 by Steelezl105 (1 review written)

So, I placed an order during the last few weeks for stuff from ASOS, at around 110$, I sent the following e-mail, 4-5 days ago and have not gotten any response. Hello, I ordered a Freya Crush Underwired Sweetheart Bikini Padded Top - Black / US 38I, and have received a Freya Crush Underwired Sweetheart Bikini Padded Top - Black / US 38G, this is incorrect, send me the correct item, thank you. At this point i just want to send all of this crapy back for a refund, and of course they have no… Read Full Review

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Asos.com's Comment

Written on: 06/12/2014

Hey, I'm so sorry that we sent you the incorrect item out. I just want you to know that we aim highly with each of our orders and customers and I'm sorry that we missed this level of service on this rare occasion. I'll happily sort this out for you ASAP. You can pop an email over to us, we don't have a contact number for you to call, we'll be able to sort this out for you. ASOS Scott

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Asos.com's Comment

Written on: 08/12/2014

Hey Steelezl105, it's been prety hectic since the recent promos and we're pulling out all the stops to get to our awesome customers as quickly as humanly possible. Your email will be attended to, promise. We're not set up for phone contacts, email & social is what we do best. Sorry to hear that you received the incorrect sized bikin top, that shouldn't happen. Please pop your message, along with your order number & account email address over in a private message (Inbox) on Facebook or through twitter, so this can be sorted swiftly. ASOS Rodney

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Asos.com's Comment

Written on: 08/12/2014

Hey Steelezl105, it's been prety hectic since the recent promos and we're pulling out all the stops to get to our awesome customers as quickly as humanly possible. Your email will be attended to, promise. We're not set up for phone contacts, email & social is what we do best. Sorry to hear that you received the incorrect sized bikin top, that shouldn't happen. Please pop your message, along with your order number & account email address over in a private message (Inbox) on Facebook or through twitter, so this can be sorted swiftly. ASOS Rodney

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Asos.com's Comment

Written on: 08/12/2014

Hey Steelezl105, it's been prety hectic since the recent promos and we're pulling out all the stops to get to our awesome customers as quickly as humanly possible. Your email will be attended to, promise. We're not set up for phone contacts, email & social is what we do best. Sorry to hear that you received the incorrect sized bikin top, that shouldn't happen. Please pop your message, along with your order number & account email address over in a private message (Inbox) on Facebook or through twitter, so this can be sorted swiftly. ASOS Rodney

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★★☆☆☆

“ASOS - What's the point in Premier accounts?”

Written on: 03/10/2014 by KellenBennett (1 review written)

Most of the time ASOS get it right. Most of the time. However, they seem to think it's ok to decide to pull services such as next day delivery WITHOUT forewarning unsuspecting customers - even those like myself who have a so-called "Premier" account i.e an premium service whereby customers pay a yearly fee on the promise of unlimited next day delivery. I write this during one of their next day embargos - unfortunately not the first time and I very much suspect it won't be the last… Read Full Review

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Asos.com's Comment

Written on: 03/10/2014

Heya, Sorry you feel so let down. We did send an email out to all of our premier customers letting them know that we would be removing the option for a brief period whilst we perform some upgrades to our warehouse. The good news is the Next Day service became available to use again yesterday. however we have moved the cut off time to 6pm whilst we finish up at the warehouse but it will go back to 10pm. ASOS Danny

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★★☆☆☆

“Really let down and disappointed :(”

Written on: 02/10/2014 by SarahC92 (1 review written)

I've ordered from asos for a few years now and I've loved the site. But my recent experience has surley sent my business elsewhere. After signing up and paying £9 - £10 for the asos premier service Im having to wait over a week to recieve my parcel. After writing a short email to the customer services to express my concern, they automatically cancel my order without any notification! (The only way I found out is when I tracked the status of my order on the ASOS website) When i called the… Read Full Review

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Asos.com's Response to SarahC92's Review

Written on: 03/10/2014

Heya, This is not what I like to hear at all! We have upgraded our warehouse recently so we'd switched off our Next Day service, the good news is this is now back up and running however the cut off time is currently 6pm. If you send me a private message on Facebook with the details on your order I can look into this for you, I ask you do it there so we can keep all of your private info safe. ASOS Danny

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Sarahc92's reply to Asos.com's Comment

Written on: 06/10/2014

Hey,
There wasn't really anywhere on the website that clearly stated that the warehouse was being upgraded when I placed my order.
Anyway, I received the parcel today containing 3 of the 4 items I requested from ASOS. Why have I received the parcel when It was canceled last week?
I haven't got Facebook but I have got twitter, is that ok?
Thanks

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Asos.com's reply to Sarahc92's Comment

Written on: 08/10/2014

Hey, really sorry for the hassle you've had with your order, that's deffo not how we usually do things. Twitter is fine, head over to @ASOS_HeretoHelp and they'll be able to sort it out for you. ASOS Gayle

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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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