ASOS Reviews - www.asos.com

★★☆☆☆
2.2 / 5
32% 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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Latest Reviews

★☆☆☆☆

“Worst customer service i've ever experienced”

Written on: 21/08/2019 by Hickmanwd32 (1 review written)

Placed a large order and when it arrived an item was missing from the parcel. ASOS said its very rare for items to go missing and that they were not going to relpace the item of give a refund. To add insult to injury they then closed my account and refused to communicate with me! Worst customer service ever, all pre-written templates for the responses … Read Full Review

Asos.com's Comment

Written on: 22/08/2019

Hi,

Thanks for leaving your review, I'm sorry to hear that an item was missing from your order and your account has been closed.

We've recently been reviewing our services and our team would have taken the appropriate actions upon investigation. If there are any outstanding issues still present, please get in touch directly to the email you received.

It's important to us that our customers are provided with the best possible service and I understand that this wasn't the resolution you was hoping for. I'll be sure to pass your feedback on to the relevant team as we use this to continually better our services here at ASOS.

If you need anything else - let me know and I'll be happy to help. ASOS Ashleigh

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★☆☆☆☆

“Refund”

Written on: 29/07/2019 by hockles (1 review written)

Took several unanswered Emails to customer services and a 40 min live chat to get nowhere. I mailed a return to them and 6 weeks later had not received a refund to my account. The live chat was terrible and took around 5 minutes to respond to a question. I sent a shirty Email to customer services and within 36 hours had my refund. I spent a lot of frustrating time trying to get some sense from them. I will never use them again and consider it a lucky escape.Avoid… Read Full Review

Asos.com's Response to hockles's Review

Written on: 29/07/2019

Hello,

Thanks for leaving your review and sorry to hear there was a problem with your return and you were unhappy with the service you received.

We try out utmost to ensure customers receive the best service possible if a problem occurs and sorry to hear you're experience wasn't a good one.

I'll be sure to pass this feedback onto the relevant team, which help us to continue to improve where necessary.

Can see you've not received your refund but If you do need any further assistance, please email us again or get in touch via one of our social pages.

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★☆☆☆☆

“Dragged back into the filth again”

Written on: 26/06/2019 by InfluencerClothesReviews (1 review written)

Now I will say, I should've known better than to order from ASOS again. I vowed to myself that I never would again, but alas I was pulled in by it's quantity and accessibility yet again and they have failed me yet again. On THREE different occasions ASOS has seriously messed up my order. About a year ago I made a big order and it never ended up arriving because it had been stopped in customs by the FDA (for some unknown reason sunglasses fall under their jurisdiction) and was unable to be… Read Full Review

Asos.com's Response to InfluencerClothesReviews's Review

Written on: 26/06/2019

Hi, I'm sorry to hear that you're not happy with the service you've received. I understand you've had an issue with 3 different orders over the past. All you're feedback will be take on board as we're always looking at ways to improve our customer service here at ASOS. We want to make sure that our customers are receiving the best possible service to make their shopping experience more enjoyable. If you ever need anything else and want to chat, please either pop us a DM on Twitter, PM on Facebook, chat to us on Live Chat or send us an email. You can quickly access these platforms by going into our Customer Care Help Page on our site. ASOS Charlotte

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★☆☆☆☆

“Atrocious Review of ASOS”

Written on: 17/01/2019 by Jamez9293 (1 review written)

I fundamentally disagree with ASOS decisions in my case. They have refused to acknowledge that items were missing when they delivered the bag falling to pieces. and have made the decision to stop replying to emails from me because they have closed my account, despite me ordering from them on many occasions and also when that is not conducive to resolving the issue. The bag was split when it arrived, as I noted with yourself and the driver, and yet I am being penalised for ASOS packing the bags… Read Full Review

Asos.com's Response to Jamez9293's Review

Written on: 21/01/2019

Hi, I'm so sorry to hear that you feel this way and to hear of your issues with delivery and customer service. If you would like for me to look into your account as it has been closed then please either pop us a DM on Twitter, PM on Facebook, chat to us on Live Chat or send us an email. You can quickly access these platforms by going into our Customer Care Help Page on our site. I hope this helps for now, I'll be sure to look into this for you. ASOS Lauren

.

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★★★☆☆

“ASOS never deliver on time”

Written on: 07/12/2018 by Yurysidunov (2 reviews written)

I ordered men boots from them; received the email from Hermes, the courier they use, to expect the delivery on Monday; on Monday evening received another message "your order has been delivered and singed for by... me." As I haven't received any parcel and the signature in the tracking information didn't belonged to me I had to waste my time next day contacting ASOS and Hermes trying to find out where my parcel was. Was told in both places they would reply in 24 hours. In the end the actual… Read Full Review

Asos.com's Response to Yurysidunov's Review

Written on: 11/12/2018

Hello, I'm sorry that your order arrived later than expected. Sometimes unexpected delays can occur e.g. vehicle breakdown. We want to be honest about this, so you can find more information on delays in our delivery help pages. I'm also sorry that we didn't get back to you within the timeframe you've mentioned above. We do all we can to make sure we can get back in touch within the timeframes we've provided, but it does depend on how busy we get and any new information we receive. I'm happy to hear that your order is now with you and I hope you like the items you purchased. If you ever need anything else and want to chat, please either pop us a DM on Twitter, PM on Facebook, chat to us on Live Chat or send us an email. You can quickly access these platforms by going into our Customer Care Help Page on our site. ASOS Zoey

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★★☆☆☆

“Item not delivered and now told it is out of stock ”

Written on: 29/11/2018

I ordered off ASOS at the start of November and found out today (the end of the November) that my parcel is not getting delivered because it is out of stock. However when I ordered this I got an email saying it had been delivered to my address which was most certainly not the case. I emailed asking where the item was as no one had told me what was happening, finally found out that the parcel has not been delivered and now I wont be getting the item anyway as it is out of stock :( On the plus… Read Full Review

Asos.com's Comment

Written on: 30/11/2018

Hello, sorry to hear the items in your order were out of stock & that you wasn't provided with an update on this. Though we're pleased to here you have now received your refund. As the items are now out of stock it's worth keeping your eye's peeled on our back in stock pages. If you have any additional questions, please let me know as I'd love to help. ASOS Joe

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★☆☆☆☆

“Terrible Customer Service”

Written on: 20/08/2018 by Shylao234 (1 review written)

I am disappointment with the customer service I received at ASOS. I thoroughly measured myself a few times to make sure I wasn't off on the size guide and the item was delivered INCHES too big. Not only that, but I had to pay duty. I reached out to customer service and they were not helpful or understanding at all. The staff member kept repeating herself without willing to help me. I ended up spending double the money purchasing the dress, paying duty and paying for it to be sent back to them… Read Full Review

Asos.com's Comment

Written on: 20/08/2018

Hey, sorry to hear about the trouble you've had with your order. We do advise that the size guide is just a rough guide and different items and brands can come up differently so it is worth taking this into consideration before ordering. If there's anything else I can help with please do let me know and I'll be happy to help you. ASOS Megan

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★★★★☆

“awesome service”

Written on: 26/04/2018 by fdaniel (1 review written)

the product I bought was a very good price value happy with service and delivery time was also prompt, I will recommend them any time any day… Read Full Review

Asos.com's Response to fdaniel's Review

Written on: 27/04/2018

Hello,

Thank you for sharing that great feedback. It always put a smile on our face to hear that our customer is happy.

I hope you continue to enjoy shopping with us! If there is anything else I can do for you please drop us a message in one of our channel (Facebook, Twitter or Email).


Thank you again for this great review. ASOS Mary

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★★★★☆

“Good service”

Written on: 11/04/2018

Quick and easy service, good choice of shoes, clothes etc, new things always being added to the website… Read Full Review

Asos.com's Comment

Written on: 12/04/2018

Hi,

Thanks for the great comments - we really appreciate it!

It's great to hear all our hard work is paying off, if you even have any questions do feel free to get in touch via email, livechat, Facebook or Twitter through the links on our help page

ASOS Yasmin

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★★★☆☆

“I have been with Asos for a few years by now. The only...”

Written on: 29/03/2018 by Ketika (6 reviews written)

I have been with Asos for a few years by now. The only thing I am not happy about is the delivery. Sometimes it takes years for my orders to arrive. I got used to receive Autumn items in Spring time. That would be really nice if you please pay more attention to shipment on time… Read Full Review

Asos.com's Response to Ketika's Review

Written on: 29/03/2018

Hi,

I'm sorry you've received some of your parcels later than expected.

We make every effort to ensure that you receive your orders on time and are happy with our service. If you have any problems with any of your future orders, please drop us a direct message on Twitter or Facebook/ASOS private message with your order number, date of birth and email addres. If you don't have any of these social platforms, visit our help pages for a live chat or to send us an email with the details - we'll then get on the case in no time.

If you need anything else please let me know and I'll be happy to help. ASOS Shaun

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Asos.com's Response to Ketika's Review

Written on: 31/03/2018

Hey there, thanks for your feedback, I'm sorry to hear your parcels haven't arrived when expected & you've had to wait a considerable longer time frame for them to arrive, especially as a loyal customer. We always aim to deliver parcels on time but sometimes there are delays outside of our control which mean we're unable to meet the given time frame. However if there are any issues be sure to pop us a message over Facebook, Twitter, use our live chat service or drop us an email via the help pages & we'll be happy to help out & get this looked into. I hope this helps & we'll definitely take your comments on board so we can make the necessary improvements. If you have any other questions be sure to drop over another message, ASOS Izzy

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Ketika's reply to Asos.com's Comment

Written on: 03/04/2018

Thank you for getting back. So sweet!

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Asos.com's Response to Ketika's Review

Written on: 31/03/2018

Hey there, thanks for your feedback, I'm sorry to hear your parcels haven't arrived when expected & you've had to wait a considerable longer time frame for them to arrive, especially as a loyal customer. We always aim to deliver parcels on time but sometimes there are delays outside of our control which mean we're unable to meet the given time frame. However if there are any issues be sure to pop us a message over Facebook, Twitter, use our live chat service or drop us an email via the help pages & we'll be happy to help out & get this looked into. I hope this helps & we'll definitely take your comments on board so we can make the necessary improvements. If you have any other questions be sure to drop over another message, ASOS Izzy

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★☆☆☆☆

“refurned issued”

Written on: 26/03/2018 by elaine98 (1 review written)

i bought a dress from this website like a week ago, I have received the dress within 3 days that's really good, however, after I have received the dress, I think the size doesn't really fit me, so I wanna exchange it to another size, but the website just gave me a full refund without any reason, I think the service they have provide to the customers is very terrible, I just want a right size which can fit me perfectly, but now I have buy a new dress from another website again before I'm going… Read Full Review

Asos.com's Response to elaine98's Review

Written on: 28/03/2018

Hey there, sorry t hear that you dress is an incorrect fit. We do have size charts that could help you better with measurements as every item fits differently. We currently only offer exchanges to our UK customers. Any other customers from outside of the UK, will be offered an automatic refund, and would be advised to place a new order if an alternative size is needed. Please head over to our Help Page on ASOS.com and search exchange and you'll be directed to all the necessary information.

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Asos.com's Response to elaine98's Review

Written on: 28/03/2018

Hey there, sorry t hear that you dress is an incorrect fit. We do have size charts that could help you better with measurements as every item fits differently. We currently only offer exchanges to our UK customers. Any other customers from outside of the UK, will be offered an automatic refund, and would be advised to place a new order if an alternative size is needed. Please head over to our Help Page on ASOS.com and search exchange and you'll be directed to all the necessary information.

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Elaine98's reply to Asos.com's Comment

Written on: 28/03/2018

im a UK resident, r u discrimination me?!

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★☆☆☆☆

“Charged Twice”

Written on: 12/03/2018 by Baileyal86 (1 review written)

They just charged me twice for the same items. Basically I will be delivered the same items twice. How this happened....I don't know and I'm not silly to order the same thing twice. Only noticed so after an hour and when I tried to cancel it I just couldn't do it since I chose express delivery option. Its an International delivery they could have cancelled it on their side as they still had plenty time. I'm outside the European Zone but no they would rather choose the long way. 

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Asos.com's Comment

Written on: 12/03/2018

Hello, sorry to hear you're unhappy with the service you have received. We're always looking for ways to improve so I will pass your feedback on and if you do still have any questions please get in touch either through Facebook, Twitter or through the Help and Contact page on the site and I'll be happy to help you. ASOS Megan

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Sweetykj's Comment

Written on: 13/03/2018

I called the head office but despite that Asos couldn't sort the problem. A small issue will be dragged for 1 month or even more now. You still had time to cancel it yesterday but no. You prefer charging me twice, ship it out and then upon receiving, i refuse to take it from the courier company and then they will return it back to you. And only then all formalities for refund will be done. Please review your operating system especially for International Deliveries!!!

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Asos.com's Comment

Written on: 13/03/2018

Hello there, I'm really sorry to hear that you were unable to cancel your second parcel and that you did not receive great customer service from us, I can assure you that this is not the ASOS way. Unfortunately, we are unable to cancel orders for security reasons.

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Asos.com's Comment

Written on: 13/03/2018

Hello there, I'm really sorry to hear that you were unable to cancel your second parcel and that you did not receive great customer service from us, I can assure you that this is not the ASOS way. Unfortunately, we are unable to cancel orders for security reasons.

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★☆☆☆☆

“Unbelievable the worse service!”

Written on: 03/02/2018 by lisageorge (1 review written)

Ordered from Canada, wrong product was delivered, was told to pay for shipping back and to use their return site to pay for Canada Post Label, My Visa got charged 3 times, did not receive a label. ASOS advised me to look for a refund at CANADA Post, seriously? I have nothing to show Canada Post, no label printed. They are the worse site to order from. STAY AWAY! I am out a pile of money and they don't care!… Read Full Review

Asos.com's Response to lisageorge's Review

Written on: 03/02/2018

Hello, I'm sorry to hear that you've received an incorrect Item and you had trouble with returns. So that I can look into this for you please pop us a message in one of our channels ( Facebook, Twitter, Email or Live Chat). Once you've done this, if you can let us know your email address and your 9 digit order number. If you're not sure what your email is, please log into your ASOS account and click 'My Account' to view your details. You can find your order number in your confirmation and dispatch emails and when viewing your recent orders through 'My Account. I look forward to hearing from you soon and if you have any more questions, please let me know. ASOS Mary

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★☆☆☆☆

“Delivery a joke”

Written on: 02/02/2018 by O'Keefe341 (1 review written)

Ordered a dress on Tuesday was dispatched on Wednesday due to be delivered on Friday latest or before. Paid 9.95 for next day unlimited delivery have not received the dress by Friday and on checking with asos and the courier I may not receive this dress by 12th February, do not rely or trust asos for a timely delivery Very unhappy and disatified customer, will not be using again… Read Full Review

Asos.com's Comment

Written on: 03/02/2018

Hey, I'm really sorry to hear that your dress hasn't arrived with you on time. We do always aim to stick to our delivery time-frames, however occasionally there can be external delays with our carriers which are outside of our control. However, these are rare and we'll always do all we can to help. I can see you've mentioned you've already got in touch with our Customer Care team, however if you have any other questions in the meantime, please get in touch via Facebook or twitter or via our email or live chat services on our help pages and we'll be happy to help. ASOS Kirstin

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★☆☆☆☆

“b oo”

Written on: 03/01/2018 by 27329 (2 reviews written)

Horrible company. They never sent me my birthday code and after about 20 messages back and forth, throughout which they got the wrong end of the stick multiple times because they didn't even bother to read the message, they told me to wait 2 weeks after my birthday to 'wait and see' if they bother to send code or not. This was after promising over a 3 day period repeatedly that they would deal with the issue and get me a code. On the day before my birthday they had still not sent me a code… Read Full Review

Asos.com's Response to 27329's Review

Written on: 03/01/2018

Hi there, I'm really sorry to hear you feel this way - this doesn't reflect the usual high standards for us here at ASOS. So I can look into this further and resolve your query can you please contact us on Facebook or Twitter? or via email - I'll need for you to send over your full query, date of birth & email address, as soon as you do, I'll be able to look into this further. I hope this helps for now! ASOS Lauren

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1St2Thebar's Response to 27329's Review

Written on: 20/02/2018

Appreciate the warning.

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Asos.com's Response to 27329's Review

Written on: 04/01/2018

I'm really sorry to hear this and do completely understand where you're coming from. Please be assured we do care and we'd love to help you out - Please can you get back in touch with us via Twitter or Facebook and we'll be more than happy to look into your query. Alternatively, you can get in touch with us via our Help page. We hope to hear from you soon. ASOS Dhini

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Asos.com's Response to 27329's Review

Written on: 04/01/2018

I'm really sorry to hear this and do completely understand where you're coming from. Please be assured we do care and we'd love to help you out - Please can you get back in touch with us via Twitter or Facebook and we'll be more than happy to look into your query. Alternatively, you can get in touch with us via our Help page. We hope to hear from you soon. ASOS Dhini

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★☆☆☆☆

“Gift Cards only in UK pounds”

Written on: 23/12/2017 by badbusinesspractice (1 review written)

What online store only offers gift cards in UK pounds? UK is one of the most dwindling countires. Seems like Bitcoin would be a great alternative to this store if it's still in the stone-age only offering gift cards in UK pounds… Read Full Review

Asos.com's Response to badbusinesspractice's Review

Written on: 24/12/2017

Hey, thanks for your feedback we'll get this passed on for you and if there's any other questions you have please get in touch through the Help and Contact page on the site and we'll be happy to help you. ASOS Megan

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★★☆☆☆

“Unreliable”

Written on: 19/12/2017 by Mrfiennes (2 reviews written)

Items are not delivered within specified delivery period, and customer service is slow. They do have a large variety of products, to suit most people's pockets. But, like most retailers: a lot of products are over- priced. Asos uses HERMES as a courier; they are the worst courier in the UK… Read Full Review

Asos.com's Response to Mrfiennes's Review

Written on: 19/12/2017

Hi there, I've had a look into this and due to weather and force majeure events our delivery timeframes have occasionally been affected - I'm sorry about this. Our customer care team are also experiencing a lot of contacts due to the time of year so it's taking a little longer than normal to get back to you. As for Hermes, we use many different couriers in the UK including DPD, Hermes and Collect +. As your courier is decided by the size and weight of your parcel this means we aren't able to guarantee a specific courier. However, if you'd like to avoid using Hermes, its a good idea to select our Collect+ service at checkout instead. If you have any other questions please contact us on Facebook or Twitter. You can do this here: http://bit.ly/2lpkpRF or http://bit.ly/2kMtrGd. In the meantime if you need anything else just let me know, I'm always happy to help. ASOS Shannon

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Mrfiennes's Response to Mrfiennes's Review

Written on: 21/12/2017

Reply to ASOS.

And as for all the terrible reviews on here and Trust Pilot? What is your excuse for that? I eventually received my parcel, which contained a pair of sunglasses with one lens. More incompetence; more excuses?

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★☆☆☆☆

“The worst customer service I have ever received.”

Written on: 19/12/2017 by AlanaHart (1 review written)

The worst customer service I have ever received. If you are currently relying upon asos to deliver presents to you in time for this festive season, then please don't. Cancel your orders immediately! Oh no wait, you CAN'T even cancel orders. I placed an order I needed to arrive before 19/12. When I placed the order it said that it would come " on or before 18/12". I have now been informed that this is just an estimate and that my parcel might not even come before 27/12!! That will be over two… Read Full Review

Asos.com's Comment

Written on: 19/12/2017

Hi there Alana, I'm sorry to hear you feel this way - this doesn't reflect the usual high standards of ASOS. So I can look into this further can you please contact us on Facebook or Twitter? As soon as you do, I'll be able to look into this further. ASOS Shannon

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Mrfiennes's Comment

Written on: 21/12/2017

Usual high standards? ASOS, read all your customer's reviews on here and all over. People all agree you have no standards!

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★☆☆☆☆

“Dissapointment”

Written on: 10/12/2017

My experience with Asos was sadly a really bad one, I ordered already a couple of times with asos, but my last one was so disappointing that it will be my last one. I ordered me a nice winter jacket around the black Friday sales event, five days overdue of the promised and paid shipping date I got the message that my package was unavailable to deliver, after contact with the customer service and a made promise that I will get my made purchases resend, I received the e-mail that because of… Read Full Review

Asos.com's Comment

Written on: 15/12/2017

Hey, I'm really sorry to hear that you didn't receive the jacket that you ordered over Black Friday Weekend. Please can you send over your order number and email address in a private message on Twitter or on our official Facebook page? Someone will be able to look into this for you further there. Be sure to get in touch with a social media page with the verified blue tick to be certain that it's an official page. ASOS Sam

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Mrfiennes's Comment

Written on: 21/12/2017

ASOS reply offering yet more excuses. Terrible service!

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★★☆☆☆

“Poor Customer Service”

Written on: 09/12/2017

Poor customer service. I had a simple question to ask, but could not find a phone number to call and speak to a person. I used their "ask a question" option and sent my question. I received an email saying that they received my question and someone would get back to me. No one got back to me. I got back on the website and chose their "live chat" option. It took a while for someone to finally connect with me and meanwhile I was tethered to my computer watching and waiting. I then had to… Read Full Review

Asos.com's Comment

Written on: 09/12/2017

Hello, I'm sorry to hear that you're having trouble contacting us. We take feedback, complaints very seriously and we'll pop this over to our relevant department. Online is what we do best at ASOS - we're here to help 24/7. We handle customer care queries mainly by email, or if you prefer social media - we have advisors ready and waiting to answer queries in our Facebook and Twitter hub. We don't have a call centre, so we're not set up for a high volume of calls. However, If you'd like to speak to someone please get in touch in one of our channels ad we can arrange this ourselves. As soon as you've done this, I'd be happy to look into this for you. ASOS Mary

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