Very poor service

2.2 / 5
32% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

X_steph_x's review of ASOS -


“Very poor service”

Written on: 17/07/2013 by X_steph_x (1 review written)

As a first time customer to asos, I figured it'd be a good convenient way to do my holiday shopping, how wrong was I.

So I added my items to the basket totalling over £145, and checked out, I opted for free next day delivery-as this was free as I'd spent over £100. Added the code for it which was confirmed as valid, and paid via PayPal.

As it'd not arrived, I checked the order confirmation, which stated that the delivery option was standard delivery. This is despite me choosing next day, and having elegability for free next day delivery.

I emailed asos, who stated that you could not get next day delivery when you pay via pay pal. There is no mention of this on their website, also it allowed me to select next day, and proceed through PayPal. This is misrepresentation because no where on the website does it inform consumers of this issue.

They also stated that they could not get the delivery to me any quicker, thus I will not receive the loathes in time for my holiday now - very annoying considering I was expecting them on Monday.

The only means of compensation they offered for the poor service, and arguably breaking consumer law, something which I will be pursuing, Is 10% off my next order with asos! Now as this is my first experience with asos, would you return as a future customer, I think not. So this is of no benefit to me. More annoyingly though, in order to receive any compensation, I have to give asos money again on a new order to get any money back. 10% off this order would have been a lot more beneficial

I replied back to asos and have since ignored. Brilliant customer service.

  • £145

    Goods purchased & cost

  • Still waiting


  • Customer Service

  • Quality of website

  • Value For Money's Response to X_steph_x's Review

Written on: 18/07/2013

Hello Steph, I'm really sorry to hear this has happened especially as you need your items in time for your holiday. So that I can take a closer look into this for you, please send over your order number along with your full query to putting 'review centre' as the subject line. We're also social so you can give us a shout on Twitter on @ASOS_heretohelp or on Facebook by searching 'ASOS'. As soon as I get your query through I'll be able to get this checked out for you. Thanks, ASOS Gabby

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Darrylwife's Response to X_steph_x's Review

Written on: 03/08/2013

Honey these aren't real people answering these emails from ASOS read all the reviews on this site and read the comments that ASOS gives.... Robotic.... We has consumers need to reach the owners or investors. Something needs to change

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X_Steph_X's reply to Darrylwife's Comment

Written on: 03/08/2013

Yeah it's pathetic isn't it. I got as far as the complaints department who offered me a £10 voucher. Not in a rush to use it though. I normally buy from lipsy, as even when I select standard delivery it comes next working day for me, they even dispatch on a Sunday! Asos in comparison, barely scrape the barrel xx

Reply to this comment's reply to X_Steph_X's Comment

Written on: 03/08/2013


Thanks for this extra added feedback - I'll make sure we pass it on.

We always want you to enjoy your shopping experience with us - so any feedback on what things we need to turn around are always welcomed.


Reply to this comment's reply to Darrylwife's Comment

Written on: 03/08/2013


We sure are real people, we're employed in shifts to hear her 24/7 - 365 days a year.

I'd love to chat to you more about what's up, I'd love to show you we're not all robots (promise!)

Send us an email, putting Twitter as the subject, a tweet or a Facebook message on our page ASOS.

I can pick things up from there and take a look for you.


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