2.1
3.7
Overall Score
David Stourport-on-Severn, WOR
I was given 2 ASOS vouchers as gifts, one of them was faulty. I have emailed in, been on chat, twitter, and I am no futher forward in getting this resolved despite several promises. I was told a replacement was sent to my email, it never arrived and when I followed up a few days later I was told (for the fifth time) this was to be sent to a specialist team to look at, so obviously no replacement was sent. There is no way to escalate this and no number to call ... When I asked to be sent a link to raise a complaint I was sent the link to chat to ASOS or send another email ... All you get told is very sorry etc etc (after you submit your info and issue for the fifth time) and that a team will look at it. This has been ongoing for nearly a month and I would not mind if they would say as we are very busy at the the moment it'll take X amount of time before we can resolve your query and here is the date it'll be sorted by ... My emails are now being ignored, no response on Facebook or Twitter and the chat function is a waste of time as they won't help you aside from sending it on to some mythical 'specialist team' - AGAIN. We have spent lots of money with ASOS over the years ... I honestly think their customer support wants to frustrate you that much you just give in and go away ...
5 years ago
Nicholas Fallows Carlisle, CMA
Shocking customer service! Never again will I buy from them. Placed an order to be delivered and didn't recieve even though Yodel tracking told me it was next stop (all day). I contacted Yodel the next day who said there was a problem and they would investigate. I got an email 2 days later telling me to contact ASOS. Spoke to 2 people on webchat who just lied to me telling me I would receive it just fobbing me off even though I know that wasn't the case as I have spoken to Yodel and they told me that the parcel had got lost. One agent named Nondumiso was extremely unhelpful and ignored my answers. Not what I expected and never again will I use them. Looks like I will have to take them to court for my money back as they are refusing to refund me and not received my order.
5 years ago
Millie Hirst Hayes, HIL
AVOID. I made a black friday order of nearly £300, they took my money, computer system "lost' the order and asos customer service said there was nothing they could do apart from refund me 10 days later.
Shame on you asos, you should have honoured the order or provided some sort of goodwill/discount.
I have not only lost myself a lot of money with loosing out on black friday deals but will have to wait 10 working days to recieve my refund on an order I never recieved.
Disgusting, I've spent a lot of money shopping on your online store and this is the customer service I recieve.
AVOID AVOID AVOID
5 years ago
Andrew Hancock Northampton, NTH
First and last time shopping with Asos. Ordered £730 worth clothes. My delivery was due in 3 parcels and only 2 arrived. They wanted me to itemise everything that arrived and send them a list so they could refund the rest. They didn't even appear to know what was in the missing parcel! I spent 4 hours trying to sort it out with customer services, who took 2 days to respond to me each time. When they finally found the contents of the missing parcel, it turned out that a further two items were missing from the parcels that were delivered to me. What is going on with this company? They're an absolute joke. I'm a busy business owner, and Asos have offered not so much as a voucher or discount code for all the hassle they've caused me. Disgraceful! I'm well aware that mistakes happen, but not to make any effort to rectify or make amends for them is inexcusable. Needless to say I won't ever be shopping with them again.
5 years ago
monika n Maida Vale, WSM
DO NOT, DO NOT Order from ASOS. I placed a big £700 order which was never delivered, in their words, "never left the warehouse". They told me the refund would be in the account within 24 hours!!!! I have been chasing my refund for 7 days now via email and phone wasting my energy and time (!!!), calling every day to be told they will request again AGAIN and AGAIN and Customer Service guys cannot do anything and you can't even speak to the "mysterious" refund office!!!! Guess what, they put £100 in the account but not full £700!!!! Thank you very much, do you think I'm a charity? Robbing people who think won't bother. Big company but dodgy and will take every chance to rob you with their mystery backoffice staff and "can't help" customer service. I'm still chasing my money!!!! I will now contact my bank, trading standards and seek extra compensation from robbing bastards and I will WILL NEVER ORDER AGAIN AND FOR YOUR OWN SANITY DO NOT ORDER ANYTHING. Order from Missguided, PLT, a lot more reliable and caring.
6 years ago
Justyna Kaczmarczyk ,
ASOS recived the item back 30th of April...because you sent totally different item! I checked the date of the return with Royal mail and confirm you had it long time ago! I've sent a scan of the receipt from Royal mail to prove it, and several emails since that time, I've been ignored. So now my lovelly people, I am looking for someone who has similar problem with ASOS to make a legal steps and and do it as group claim( which is always better for claimants) Please pm me if you have similar experience and maybe together we can fight with this scam company! I will soon get the legal advise on it, and confirm if it's possible to do it no win no fee!
6 years ago
DJOOLA221 Montreal, QC
If you are outside of the US territory do not shop on this website. I had 50% of the value of my purchase on tax duties. So for a 70cnd$ purchase i was charged 31$ of duties. This would have been fine if i have been informed prior to purchase that there were going to be duties. totally unacceptable. Never again will i buy from them! Worst thing is that you have to pay 22,99$ to return the package within only 28 days and shipping back to the warehouse could take 21 business days. if for some reason it takes more then the 28 days, then there is a refund bu the form of a refund voucher instead of money back to your original payment. this Website is a SCAM. No way I will biuy again from them.
6 years ago
M B Houston, TX
Horrible dreadful Customer Service and delivery is very bad and missing items. They refused to give credit back and said items were delivered. Only received partial delivery not complete order. contacted them to let them know and all I got back was an automated reply saying that they received the inquiry and they will get back to me. Never heard from them after that. I contacted the credit credit card company to dispute the amount for the non delivery and not received merchandise of non delivery and ASOS refused to refund and they told the credit card company the packages were delivered which is partial delivery. Will never ever order from them again.
6 years ago Edited September 14, 2021
samantha hedges Hamtramck, MI
WORST CUSTOMER SERVICE EXPERIENCE EVER. Do not purchase anything from this site unless you’re considering all sales final. ASOS will not adequately support a return therefore to attempt a return is a gamble. The return menus through their website are not user friendly : all support points link to email (where different people just send the same responses) & chat where ASOS stops responding so none of the above is remotely helpful. ASOS sent a Return label IN my package and 10-15 DIFFERENT emails have said “we would never send a return slip in a package” now that I’ve used the slip and the package is gone. No one is saying : let’s sort out this confusion, let’s resolve, let’s understand .. I think I’m just out $160 after a draining attempt to problem solve but reviving generic unhelpful responses. There are no words for how awful this experience was compared to any other attempted return. DO NOT PURCHASE FROM THIS RETAILER UNLESS YOURE CONSIDERING ALL SALES FINAL!!!!!
6 years ago
Spencer Tautaiolefue Salt Lake City, UT
Dont get me wrong, they have great trendy clothing, but they are very sneaky and deceiving with the description of their items. A perfect example of this is with their "Two Piece Sets". (These are usually a combo of a matching shirt and pants or shorts). Very cool idea, but where this becomes deceitful is they will have the model wearing both pieces and the title would have "2 piece set" in it which would lead the buyer to believe that they would be getting both. This is not the case. Unless you click on the tiny little expand tab at the bottom where they like to hide the description of the product. Where it very quickly mentions its only one of the pieces. I didnt notice this until it was too late.... Now I have some very ugly shorts without a matching top. Thanks ASOS. Also their customer service is a NIGHTMARE. Long story short; Great clothes. TERRIBLE service.
6 years ago
Brittany Rouse Reidsville, NC
DO NOT buy anything from ASOS. I ordered a jacket in size 8 and was sent a completely different jacket in the wrong size. I tried two different chat correspondents and the only thing they could offer me is sorry and to send it in for a refund. I don’t want a refund, I want what I ordered... I emailed ASOS because no one would help me and it took two weeks before I emailed AGAIN asking if someone could reply to me. I have been emailing them for days and they still will not replace my item! This is a terrible way to run business. When a company makes an error (or two errors!) they are responsible to fix it! But ASOS just wants your money they don’t care one bit if you get what you bought or not. NEVER BUY FROM ASOS
6 years ago
Oliver Clapham, LBH
TERRIBLE customer service throughout December!
ASOS taking advantage of a lower earner....
I pay for next day delivery with ASOS. I ordered some Christmas presents on the 14th December due to be delivered on 15th December. A couple of days later - no sign of my items. I contacted every form of customer service support, and the response was incredibly poor! Eventually someone got back to me and my Christmas presents arrived on 31st January - a tad too late for presents.
ASOS offered no form of apology by way of generosity, but instead did not accept responsibility and passed the blame to their delivery drivers.
As I had only used my next day delivery once before, I asked for the charge to be refunded as I was so appalled with their service. They are refusing to offer any form of apology by way of generosity - I’m not a huge earner, and couldn’t afford more presents for people in my family and therefore they went without presents.
The buck stops with YOU ASOS! Not your delivery company!
Accept responsibility and do the right thing.
I will be very reluctant to use your service again
6 years ago
sarahkaj
I ordered a dress on nov 18th for a wedding I am travelling for on December 23rd. I was told it would arrive on Dec 10th. On dec 8th I was worried about potential delays and contacted customer support asking if there are any delays and they said:
Hi Sarah,
So sorry that you are worrying that your order might not turn up.
I've checked and can see your order is being delivered by TRAKPAK and is due to arrive by 10/12/2019 .
Tracking isn't available on this delivery - but don't worry, it's on its way. If you haven't received your order by 10/12/2019 , please get back in touch.
I hope this is of some use to you. Hope you enjoy the rest of your weekend.
Best Wishes,
Brian
ASOS Customer Care
-------
the 10th came and went and still no dress. So I contact customer service again on the 13th and they tell me to check my post office and see if it's with a neighbour (it's an office building so that wouldn't happen). But I followed up with the postal service anyway and they couldn't find anything associated with the TRAKPAK number.
so a week after the delivery date I contact customer service again only to be told that the expected delivery was changed to December 31st. I was never notified of this, I was told 2 days before the original expected date that everything will be fine.
Well the 31st is too late, I ordered a month in advance to avoid situations like this. I contacted customer services before the delivery date to BE SURE things were fine, and STILL I get lies and incompetence. I did everything in my power as a customer (save for paying 30$ for express shipping) to prevent this late minute emergency on my part but ASOS didn't play their part. They failed and strung my around and screwed me over.
This was my first and last time ordering from ASOS. Their incompetence and lack of communication has turned me off from the company and I will be a loud ambassador of why you should shop there.
6 years ago
Roz
This order has brought me no end of hassle. It was supposed to be a next day delivery, after placing my order I was told it would arrive on Sunday (not saturday). I appriciate that I may have missed the cut off deadline, and was happy to recieve a dispatch notice on saturday night, say it would be delivered on sunday.
Sunday however, my parcel did not arrive, so on Monday I got in touch via live chat to a member of staff called Paige. I explained that my works do was that day (monday), that my parcel was missing with my outfits in, and that I had no idea when I was to expect them. I was told I would have to wait until the 12th. Which was 5 days over due. I explained I wanted to complain, and escalate this issue, but was told there was no way to do so, and that the live chat would be used to take feedback on board. I asked to be notified with a follow up regarding my complaint, and was told that wasn't possible. I was told there was no contact details for complaints, no form and no way to highlight my issues other than in my live chat with Paige.
Today, I arrived home to a note from hermes saying that they had tried to deliver my parcel, it was the last attempt and that I would have to get back in touch with the seller. Which I did this evening. I was on live chat with Lisa (refrence for chat: 24411465) for nearly an hour. The collegue I spoke to repeatedly ignored what I was trying to explain in my messages, and just continued to repeat that hermes will try and deliver tomorrow, and if they don't I am to get in touch.I asked several times if I could just cancel the order, as that is what had happened last time my bridesmaid dresses had gone missing in September. I was told no.
I asked for a complaints contact link, as this issue has cause me so much stress. This time I was sent the relevant link to highlight my concerns.
I've been told that I now have to wait to see if hermes will deliver tomorrow, if not I'm to get in touch again.
I would implore you to encourage your staff to know company policies eg links to a feedback form, contact details and a customers right to highlight concerns and issues. I have now had several isses with asos, and each time I try and believe its an anomaly. On other occasions ASOS staff have been so helpful, however this time, I just felt like I was pushed from pillar to post, and lied to repeatedly. My parcel still isn't here, and it's now down to me to try and chase it up and resolve it, as I've had little to no customer support.
6 years ago
Mp Tulare, CA
Terrible customer service! Had two items missing from my package, luckily I noticed and reached out. They told me the items were sold out and refunded my money. I had also sent 4 items back from my order i received and used their prepaid shipping label, I waited weeks for the refund before reaching out. Today I chatted with a rep. And she said unless I have a photo of the shipping label she can’t help me and I wasn’t getting my refund. Which makes no sense to me. I’ve never had this issue with another company with prepaid shipping labels and I’LL NEVER SHOP HERE AGAIN or recommend this shop to any of my friends or clients like I have before.
6 years ago
Christine Pinole, CA
I ordered a convertible tote backpack from ASOS and the bag that they sent me was clearly defective. The bag has two buckles to adjust the straps, and one of them was sewn incorrectly so it’s impossible to adjust the strap. I contacted ASOS for a replacement and their response was that I need to send the bag back — at my expense — and place an order for a new one. I’d have to pay for shipping THREE TIMES: to buy the faulty bag, to ship the faulty bag back to them, and again to buy a second one!?
What a terrible company. I will never buy anything from ASOS again, and I’m going to advise everyone else to stay away as well.
6 years ago
Andrea New York, NY
I agree with the numerous other posts citing the absolute lack of customer service exercised by this company. I received an email stating that my return would be refunded to my account and then they proceeded to provide me with a credit instead. When I inquired about it they simply stated that was an automated message and I should not have taken it seriously. I replied that the message was an error on their part and they should honor was they said. They flat out refused and eventually ended the conversation on me! (It was an online chat since they don't have a phone number listed... how convenient.) This company lacks any and all sense of accountability and if it's going to survive (ie. not lose all of its customers) it really needs to revamp how it approaches customer service situations. Oh, and stay true to what they say! An absolute disgrace.
7 years ago
Saher Khan
I would like to give a zero, but unfortunately It wont let me. I had the worst experience with my order. I had input my new address, but when the order was charged it defaulted to my old address. They made me contact and track down my own order and get it returned to them. All they dis was apologize and say they could not do anything. Now when I finally got the stuff sent back, they are saying they cannot forward it to my new address. So they are refunding my stuff which will take another 10-20 days. Literally if someone stole my stuff I would have been out over $600. Luckily, the people returned it for me since I had moved to a whole other state! After all this I still do not have my stuff and I will not be shopping at ASOS anymore.
7 years ago
Jordyn Seattle, WA
I wish I could give zero stars due to poor quality, lack of communication, horrendous customer service, late delivery and ultimately the company sending an EMPTY BOX (which they claimed "got lost"). I'd also like to add for reference that I have NEVER written a bad review on any company in my life.
I ordered a few items for the first time from ASOS. One of the items I had to return because the material was like tissue paper, the other (a dress I ordered for a wedding) had a broken zipper. I had to return the dress and repurchase a new one rather than having a replacement sent out for me. I ordered the second dress at the end of July and was told that I'd be receiving the dress Aug 2nd.
I came home from a trip August 11th and the package had not arrived. I then had to contact the company 3 times to get a straight answer on why my package had not arrived. I was assured by the first two that I would get an answer "in 24 hrs" (this is days before the wedding).
Finally I was told by someone on my third attempt that the dress was lost, that they were out of stock and that I would just get a refund. I called FedEx to follow up and FedEx reported that the box ASOS sent out was actually empty, hence why they never delivered it. ASOS denies this, told me they would only give me a refund. No extra incentive to make up for the inconvenience.
So I now have no dress for a wedding that is in two days and spent about 45mins of my own time attempting to just get an answer.
Needless to say I would rather go to Nordstrom on Black Friday than ever order from this company again.
7 years ago
Allisha Savannah, GA
Looks like I am not the only one who was scammed by ASOS! I placed an order for 6 dressed and used a promotion code. I kept all but one dress which did not fit. After about two weeks, I reached out to the company to understand what the status was on my return and they informed me that
because I used a promo code I needed to meet a $250 spending minimum in order to receive a refund. Because my
order did not reach this minimum they refused to refund, credit or even return the dress to me. I have asked
several times for them to return the dress, to which they have told me they cannot do and I would need to repurchase
online. They refuse to let me speak with a manager, lack any empathy and have no phone number to call. The online chat support even disconnected our chat. Will never buy from them again!
7 years ago
Mazi Marcel Womack Cedar City, UT
I love ASOS! My favorite dress I have ever owned is from here. I have had it for over 5 years now and its still in great condition and in style. In love.
7 years ago
Natalie Philadelphia, PA
The absolute worst user experience I’ve ever endured. I downloaded the app and tried to log in to my old account several times as I had a few passwords in mind that could have been correct. Each time it took me to a series of tests to ensure I wasn’t a “bot” where I had to check certain boxes that showed specific images. Maybe doing that process once would make sense, but I had to do that over and over and OVER! Only to then receive a notice that my password was incorrect. Great, could have told me that before I literally jumped through hoops to secure my “human” identity to even use this stupid app. Horrible. Will never use again.
7 years ago
Sara La Mesa, CA
I just purchased a dress three weeks ago from ASOS and it took them almost 2 weeks to ship and deliver it. When I got the dress it smelled like someone had worn it for a while and then returned it. I immediately shipped it back but was only given a partial refund. I contacted customer service through an online chat to tell them about what had happened but was asked if I had taken any pictures. I don’t know how you would be able to take pictures of that lol. The person I talked to regarding this was Janine and not only did the process take 24 minutes (she took a long time to respond) but she was also rude. I do most of my shopping online and I have never dealt with customer service this horrible. Do not purchase anything from this store, not only do they cheat their customers but they also don’t value them. The clothes are ill-fitted and not very original; you can find most of the same styles elsewhere. Save your money and purchase from a company where you matter.
7 years ago
Mia Seattle, WA
I love ASOS's clothes, but their customer service is ABYSMAL. I was on two online chats with two different representatives for an HOUR, an got absolutely nowhere. I had purchased one-year Premier Shipping for $15, and when I purchased my clothing order, it said "Premier Shipping Active" in the checkout. When I received any order confirmation however, the delivery date was with standard delivery. I reached out to ASOS through chat (because, annoyingly, they do not have a phone number) and received absolutely no help at all. I waited up to TWENTY MINUTES for a response at times, and at other times the customer service agent literally answered a question of mine by copying and pasting a line from the ASOS website. The rep said that he was "transferring my query to a team of specialists"---aka passing the baton and trying to get rid of me--and could not give me any timeframe as to when they would contact me. When I became frustrated, the customer service rep ENDED THE CHAT. Completely unacceptable customer service. I spend a lot of money on their website, and I expected better than this; they treated me like an annoyance, and didn't help solve my problem due to their horrible customer service.
7 years ago
Daniela
I used to buy there before with no trouble, usually paying with GBP gift cards and having the stuff delivered to another country. This time I placed an order that was just above £100 thinking I was paying most of the price with the gift card that I had on my account. Days later I noticed they blocked the whole amount on my credit card. Clearly international customers can no longer pay with gift cards. As the goods have not been shipped yet, I asked them to cancel the order so that I could place a new order with a UK address and let a UK friend forward the stuff to me. Not possible the rep said as they were getting too many orders and my goods were allready being packed. In fact, it was shipped 3 days later. I was offered not to accept the package and get full refund on my credit card that way (God knows how long this will take when they are experiencing so serious delays in the warehouse - took them about a week to ship). I entered my friend's UK address in my account and the little flag there changed automarically. I still wasn't able to check out and the cust rep was extremely frustrating, copy / pasting texts instead of answering in plain words, repeatedly refusing to answer how to get a refund on the gift card that seemed impossible to spend. Absolutely not reassuring even when I got very agitated and started to mention the word "scam". She was ok with me leaving the chat like that. Finally, she mentioned there was another tiny flag at the home page that also needed to be changed to the UK one for me to be able to spend the credit. Why did it take her so long to figure it out? I did manage to spend the voucher at the end, now waiting for my friend to receive the goods and send it to me from the UK. The prices on their website are in pounds and so was the gift card. What does it matter where the goods get delivered? Upsetting customers on purpose and losing business and getting their reputation ruined. They must have new, totally incompetent management that doesn't care at least if the company goes bust. I so wish I read these reviews before but since I shopped with them before, I thought there was no need! Bottom line - if you get a UK gift card, don't live there and don't know anyone there who can help you get the goods, then the money is lost with the company keeping it and the person who bought you the card scammed. Clearly a refund on the gift card is not an option so... Would you just believe it? These losers need to learn from Amazon how to value a customer.
7 years ago
Alex Costa Mesa, CA
I ordered a bunch of swimsuits to be delivered before my trip to Hawaii. I was ASSURED the package would arrive by May 29 and was not given a tracking number to check. I just found out the order was delayed by 2 whole weeks and now it’s too late for me to get new swimsuits. They don’t have a was to actually speak with customer service, just email and a very slow chat. All the chat replies were completely automated and nothing was resolved. Not only will I have to return everything, but I will also have to pay for shipping and they won’t refund me until it’s returned. This isn’t the first time I’ve had a shipping issue with this company. They are a complete scam and do not care about their customers. Do not buy from this website.
7 years ago
Lizbett Salinas, CA
I used to order a lot from them, but I recently ordered a dress legit 1 month before the big day and it arrived a week later i was happy, i opened the package and received a coat, I contacted them right away, this was on april 26th and they just told me to return it, so i did the next day, they never contacted me after that, so on the 30th contacted them and they said that my package was on its way. And never contacted me after that, now it was may 5th and I contacted them about it again they told me i was getting a refund in 5-10 days now, and those ten days passed and r I contacted them again cus i got no refund, and like usual they emailed on may 14 and told me that they would refund me in 5-10 days again -.- its been 10 days , its irritating honestly
7 years ago
Che Baltimore, MD
I am completely disgusted with ASOS customer service. I did expedited shipping for my daughter's prom shoes and they placed the wrong shoes in the correct box. The company's only solution was to send the shoes back and wait for a refund. Not like other companies, ie Amazon, that if they make that mistake then they send out you item immediately and if they dont receive the incorrect item then you are charged for both. ASOS made no attempt to ensure that her shoes were here in time. I will be returning the incorrect time and will never be ordering from them again. Due to horrible customer service.
7 years ago
DJP
What a shocking company. You pay for next day delivery. Hermes loses the parcel. You call and they expect you to resolve the issue with Hermes yourself rather than ASOS doing it given you have paid an annual fee (Hermes want asos to resolve with them). Hermes admit losing the parcel and you call ASOS three times to explain this which has cost £14.25. All they say is you have to wait 24 hours. 24 hours fo what? We’d already waited a week. Awful
Customer service by telephone. Expect a short call to cost you about £5. Then expect the following,
They don’t listen to what you are saying
They don’t try to understand what you are saying
They don’t address the point you are making
They contradict themselves
They make no attempt to resolve the problem.
They charge premium rates if you call them.
Live chat simply close the chat and cut you off. All the above applies and offers the same routine and nonsense.
Eventually I got a refund through contacting with facebook messenger but they can’t refund the outrageous call costs.therefore i’m over £14 lighter by calling the so called customer care team. All the person did on messenger was to confirm what we’d been explaining to tell them all along.
7 years ago
Moe
They have the worst customer service. An item was missing from my order, so I contacted them about it. They went ahead and decided to replace it for me, without consulting with me. I wanted a refund and they refused to do so. During my follow-up, their agent flat out lied to me about the previously missing and replaced item being packaged and shipped to me (not realizing that I contacted them about it only 10 minutes ago). This company is fraudulent. I suggest you don't order from them. There are plenty of negative reviews online about their terrible customer service and fraudulent behaviour. AVOID
7 years ago
Nikole Lacey, WA
I ordered a dress for an event a week ahead of time. I paid for expedited shipping, and it came before the event. However, they sent an entirely different dress than what I ordered. When I contacted them about this issue, they wanted me to ship the dress back and then when they received my return, they would give me a refund. With them being so far away, and the event only days away, this wasn’t an option that worked for me, so they suggested I order a new dress and pay in full for that one. They were almost impossible to get ahold of and when I told them that buying another dress wasn’t going to work either, they just simply stopped responding. Save your money. Save your time. Save your energy. Do NOT order from ASOS.
7 years ago
Day Choctaw, OK
I have made purchases and returns with so many online retailers. My first time purchasing products with ASOS I had to return over $150 worth of merchandise because they sent me the wrong item and the quality was absurd. I returned the products over a month ago, and it has somehow magically disappeared so I will not be refunded. To warn others, if you're going to return anything make sure to get proof of postage or a tracking number or ASOS will lose your package, and you will waste your hard earned money. I've never had any other company lose my return or force me to provide proof of postage to receive my return.
7 years ago
Luis Cathedral City, CA
Stumbling across this website when looking for shoes was the worst thing to ever happen to me. I bought some Oxford shoes size 7 and received them two days later only to find that they gave me a size 8. I checked the same product online after this happened and saw that size 7 was out of stock. Instead of refunding me my money and apologizing for the inconvenience, why send me a pair of shoes that are the wrong size? I returned the shoes right away on 4/23 and have received no updates on my return. I would avoid doing business with this company, communicating with them is impossible and the website is shoddy.
7 years ago
Iwona
Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever !!! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me !!!! What kind of specialist ?? Really? You need a specialist to contact DPD and find out where is my order ?!
Where are your customer service skills???? How can you disconnect a chat that customer started without sorting out the issue or at least trying?? How can you finish the chat before the customer is happy with the outcome??
7 years ago Edited September 14, 2021
Krupa Patel
DO NOT TRUST THIS COMPANY! I had previously ordered from this company on several occasions, however I will never again. I have had an ongoing dispute with ASOS since July 2018 and it still is not resolved. They have scammed me for £545.00. I ordered several items from them on June 30th and when they delivered my parcel no one was at home, so rather than leaving a note to re-arrange the delivery or leaving it at the post office they left it with my neighbour without my permission. Firstly this is against consumer rights. Secondly I received no text/ note to let me know my parcel was left with my neighbour, until my neighbour knocked on my door to give me the parcel. When I received the parcel from my neighbour, firstly it was a lot smaller than I had expected and secondly items were missing. Now I trust my neighbour and the package was fully sealed, therefore I know my neighbour had not taken any items but my most expensive items were not delivered. I had received goods worth £55 and the remaining items were missing. I have called ASOS several items about this, I have contacted my bank and raised a dispute, however ASOS refused to give the money bank. I have also spoken to Citzen's advise and sent ASOS letters and emails with no reply. This company is the worst to order from, they claim they have closed my case and no one will speak/ answer me. I would highly recommend not ordering from them and I have never dealt with such an unprofessional, scam company in my entire life!
7 years ago
Grace E San Francisco, CA
I was a fan of Asos until I've had a terrible return experience. I used their prepaid return label and it seems the package never arrived. I assumed "proof of postage" was the return label but their terrible customer service representatives refuse to look it up. Basically, they say I am liable since I didn't get proof of postage... although proof of postage according to UPS which I visited to try to track down my number, was the return label. Even when I asked their customer service reps to send me the city of their warehouse, they refused. Basically, they aren't incentivized to find the return because they rather take my money than keep me as a customer. Never shopping there again as I am out $150 and will definitely be returning the other half of my order I was planning on keeping (another $150) due to my poor experience.
7 years ago
Maggie Boston, MA
This company is a disaster. I’m unsure how it is still in business to be honest. Almost every single order, there’s an issue. My personal favorite was a recent purchase of two sweaters. They charged me for both, sent me tracking info and the night before it was due to arrive, I was emailed that it is suddenly out of stock? Even better - when I inquired about how this constantly happens, they said they “attempted to refund me but were unsuccessful ....last week”. Not sure how you can be “unsuccessful” at refunding someone and it doesn’t seem like they were going to do anything about that had I not reached out. Truly awful customer service it is mind boggling. I will never purchase from this website again because it’s such a hassle literally EVERY order. Don’t waste your time.
7 years ago
LaTika Las Vegas, NV
Bought a two dresses on February 27, which were due to be delivered by March 11. While checking the status on FedEx’s website I saw the packaging was pending with no eta for delivery. FedEx informed me the contents of my package ended up outside the packaging (due to poor packaging) and could not be found. Contacted ASOS chat to request a refund and was told I had to wait into the 19th. When I reached out again on the 19th after 8pm, I was told I still had to wait. I chatted again the next morning and was told they had to pass the issue to their specialist and it would take another 48hrs to be reached via email! Needless to say I’m extremely annoyed and never plan to shop with them again.
7 years ago
brad c Houston, TX
Half a Star if I could. I choose two day shipping over two weeks ahead of when I need something for an elopement wedding. After a week, it still didn't arrive. Their site says it should have already been delivered, but when I track the package it says it is estimated to be delivered in another week. The service even states: FedEx SmartPost. Researching delivery times for this, I find out that it isn't two day shipping.. So they charge extra for "Two Day" shipping, when in reality it a lie. I contact customer support and they ignore my comments about FedEx SmartPost. All they keep repeating is that if I haven't received my order in another 10 days to contact them. I get married in 7 says.. I even told customer service that.. His response was the same.. If you haven't received the package in 10 days...
7 years ago
EWEN main
ordered a pair of ray ban sunglasses wrong item no customer service
ordered a pair of ray ban sunglasses for £116 last week arrived today but they sent a cheaper pair in a style that would not suite my friend ... these were bought as a 60th birthday present in two days time......
first thing i did was to go online and chat about the replacement available ////// no help at all from ASOS simply told to return the item and wait for a replacement /////////////doesn't really help me as i would like to give the present on his birthday poor customer service indeed///i have already posted the wrong item back to asos
awaiting refund why would i give them my cash i do not trust them
7 years ago
KM Burbank, CA
ASOS is terrible, do not order from them and especially do not order with express shipping, because it will not be express. I ordered with express shipping and it took forever to ship out and once it finally did the delivery date given was TWO WEEKS after the order date. Call me crazy but express 2 day shipping should not take two weeks. I contacted customer service and they are not helpful AT ALL. You have to email back and forth with them and they do not help at all, they just tell you what you already know and do not offer any solutions. I am so disappointed in this company, I really wanted to love them but I do not think I will ever order from them again.
7 years ago
Darnell Atlanta, GA
This company sucks. My order was placed three weeks ago today it was delivered to the wrong location because of ASOS it went to a DHL warehouse that had the ASOS logo on it this location is not a location to drop off or pick up I needed my package for a specific event that didn’t happen my package was delivered on February 25 I was told that my new delivery date would be March 4 which is today and that I would be receiving my tracking number I haven’t received the tracking number I reached out and long behold they tell me that my package has not even left their facilities and gave me a new delivery date I told them I don’t even want the item anymore just to return my money and they say just because it’s being processed already I would have to receive the item and then return the item in order To get my money back the worst online company ever
7 years ago
Sam Wright
Absolutely shocking customer service. I waited two weeks for my delivery to arrive, I was told if it didn't arrive by a certain date to get in contact with them and they would take action. I contacted them after the agreed date had passed to be told I'd been passed on to a "specialist team" who would contact me within 24 hours...30 minutes later I received a notification fro Paypal saying my order had been cancelled and I'd been issued a refund....I didn't want or ask for a refund! I wanted my order! They think they are so big that they can get away with service like this. They don't even have a complaints process so I was left feeling totally dissatisfied.
7 years ago
Elena San Diego, CA
Every time I order something from ASOS my orders get delayed, even if I pay for 2-days express delivery they manage to mess it up. So if you think about purchasing something for a specific occasion, keep in mind, that they may not despatch the order on time.
Horrible customer service, I made a purchase on February 16, paid 8$ for express 2-days shipping, my order wasn’t dispatched until February 24, when I’ve contacted ASOS they refused to refund me with express delivery fee and assured me that my package will arrive on February 26.
On February 26 I check the tracking to find out that my order is scheduled to arrive on March 6!
Ridiculous!
7 years ago
Kaeleigh Washington, DC
Placed a very large order with them. Within an hour of placing it I noticed that my shipping address was a place that I haven’t lived in six year... it had been automatically imported from my “contact book” from the last time I ordered and I mistakenly forgot to double check. They informed me that my only option was to contact the person who currently lived at the address. I explained that this was impossible because it’s across the country and in an area that it will most likely be taken and I need the items before my trip coming up soon. The refused to refund me or let me cancel the order because they are unable to. I tried everything from begging to demanding to speak to a superior and got no where. The best part is THEY STILL HAVEN’T SHIPPED MY ITEMS (with express shipping paid) THREE DAYS LATER? So you’re telling me after all this time and offering to pay any amount of fix the mistake a simple address change can’t be made? According to the multiple unhelpful representatives I spoke with customers on have FIFTEEN minutes after placing an order to amend it or cancel it.. The only suggestion they had was to “keep my contact information updated” well there’s no need because I’d rather eat my own poo than ever think to order from this pathetic site again.
7 years ago
Stacey
So far I have not had a good experience with ASOS. I ordered 3 items December 20/18 and received an email stating my package would arrive January 16/18. My package did not arrive so I reached out to their customer service to inquire on the status of my order. They responded stating that there was no way to track my order as my order doesn't have a tracking number and said to contact my local postal delivery company and look around my neighbours to see if the package was delivered to the wrong address.
They said they used P2P for their delivery company so I reached out to them to check on my order and they mentioned again, they could not locate my order without a tracking order. I emailed ASOS again and asked they look into my package and the onus should not be on the customer to do the leg work. They told me to wait until February 5 and if I don't receive my order then, they will look into it.
I am hoping I eventually DO receive my package but I am very frustrated and worried that I spent a lot of money with no product in the end. I will not be using them for future purchases.
7 years ago
Ellie San Francisco, CA
ASOS might have the worst customer service of any company I've encountered. I ordered a dress for two holiday parties (my office party and my boyfriends). I ordered the dress on 11/30 and added $100 shoes to qualify for 2 day shipping. I didn't receive the dress for my boyfriend's work party and mine is tomorrow. It is now 14 days later and after three inquiry emails that were never responded to, I finally tried the live chat. Even though I was as polite as possible, Aliyah was short with me acting like it was my fault for not being patient and then when I asked "so there is nothing you can do to help?" She responded with "We need to allow time for delays Ellie" and ended the chat. Unbelievable!
7 years ago
Elena Dayutova Glenside, PA
I am a customer at ASOS for a long time. And unfortunately, I’m done with this company after they never figure out with my refund on $450-600. That’s a lot of money for me. I dropped my three packages more than a month ago. They never receive my packages therefore no refund for me because I don't gave proof of postage. They couldn't even provide me with a USPS tracking number that they usually send with the order. With that said, if you just drop your package without a proof of postage, you are losing you money. You are responsible for that and they will not help you with that and it us no matter how much you spend over there!!!
7 years ago
Rachel Guez Wayne, NJ
Worst customer service i have ever experienced. My return didn't move for weeks and they kept wanting me to wait ten days to START a case for my lost return. And then they kept changing the date that was the 10th day. Oh, and I had to contact them over FIFTEEN times through every channel (facebook, facebook chat, live chat, and email) to finally get any response. I will NEVER EVER shop here again. When pretty much every other e-commerce site will bend over backward to accommodate you, and ASOS can't even do the bare minimum, there is no reason to shop at this trash bin.
One person at ASOS "Hi Rae, I'm really sorry you feel this way and will be happy to resolve this for you. We have a process in place and we must allow till after the end of the day on 10 December 2018 before I can look into this further. If you've still not heard from us after this time, please get back in touch and I'll be happy to help. ASOS Alison"
The next person "...please can you allow until the end of the day on the 12th December for your return to reach us? Once we've got your return back we'll send you an email to let you know. If you haven't heard from us by the morning of the 13th December, please get back in touch..."
7 years ago
Fontas
i am writing this review just to share my displeasant experience with you.
In black Friday period i have ordered from Asos.com 3 items, but after 15 days only 1 out of 3 was delivered in my address...
They have refunded the amount for the other two items and when i asked them why they haven't informed me before making any action they told me that they sent me an email (they lie as i checked junk folder and there was nothing there...).
I have asked them(3 times 3 different people with the names Jasmine, Conlen, Sophie) when the other two items will be despatched and they told me that they sent my money back so i will not get the other two items of my order because there are not in stock and they do not know when they will be in stock.
Such an unprofessional behavior, i lost the Black Friday period as i would have ordered from other online shop!
7 years ago
