2.1
3.7
Overall Score
Author: Kalicia Bateman
LAST UPDATED: April 11th, 2022
ASOS is an online fashion company based in the UK. The online retailer has customers throughout the world but has large followings primarily in the US, UK, Russia, and many other European countries. Its website has 21.3 million customers per month, as well as 7.1 million customers from over 160 countries. In addition to the 850 brands that it carries on the ASOS marketplace, it has carried around 50,000 branded and ASOS.com branded products.
ASOS clothing is made in nearly every size and fit, including ASOS tall, ASOS curve, and maternity sizing. However, both women's clothing and men's clothing from the ASOS marketplace carries the most selection for a slimmer fit.
Keep reading our ASOS review to learn more about the pros and cons of ordering clothes from ASOS or skip to the ASOS reviews.
Top Ranked Companies
#1
Amazon
chevron_right
(556)
6.4 Overall Score
4.7
#2
Nike
chevron_right
(615)
6.3 Overall Score
4.6
#3
Target
chevron_right
(579)
6.3 Overall Score
4.6
The Good
- Multiple Promotions on Site
- ASOS Membership
- Fashion Finder
- Cost-Effective Shipping Policies
- ASOS App
- Style Match
Multiple Promotions on Site
The ASOS website keeps prices affordable for both women's clothing and men's clothing. If you are looking to save money on sticker-price clothing items, there are always ASOS offers to discount full prices. Whether you are wanting to shop for dresses, jeans, shoes, leggings, or other ASOS clothing, you can usually find a promo code. Students also get a special discount code for 10 percent off every purchase until they graduate.
ASOS Membership
Consumers who love the ASOS brand can sign up for an ASOS membership. The ASOS Premier membership costs $29 for a three-month membership. This lets users get free standard UPS shipping, pre-sales notices, as well as its catalog, of which ten copies are issued per year.
Fashion Finder
A helpful feature is the Fashion Finder, which tracks clothing industry trends for you. This allows its customer base to stay on top of trends throughout the world as well as keeping them apprised of new releases. It is a simple and easy way for customers to go online and design their own outfits. Some bestsellers include ASOS shoes, jeans, dresses, wire-free bra selection, suits, and maternity wear.
Cost-Effective Shipping Policies
Being an international clothing retailer, ASOS uses a large network of shipping couriers along with fulfillment centers to deliver orders as quickly and cost effectively as possible. If you choose US Standard Shipping, it is free of charge to you as the buyer if the total costs are over $40. Otherwise, shipping costs $4. Items are typically delivered within 6 business days if you are located within the continental United States. There is a small caveat to this policy if your order is over $200, where a small customs clearance charge may apply. If you need your order faster, you can choose express delivery for an extra cost. Even these costs for faster delivery are competitive with other retailers in the industry.
Customers outside of the United States cannot exchange an item but they can get a refund on a product if they return it in its original condition.
The ASOS App
ASOS' app allows online shoppers to purchase clothing from their mobile devices. The app is available on Android and Apple devices. You can keep a list of all your saved items on your mobile device and receive notifications of upcoming sales.
Style Match
You can use ASOS's Style Match feature through the mobile app. Snap a picture or upload a screenshot of an admired look to the ASOS app. The search engine will find similar products on the ASOS website.
The Bad
- Billing, Collection, and Delivery Issues
Billing, Collection, and Delivery Issues
Many of our ASOS clothing reviews indicate confusion and complications while trying to communicate and resolve problems. These problems had a wide range, including advertising/sales issues, billing/collection issues, delivery issues, and problems with the product and customer support. Many online shoppers have had problems with ASOS implementing their shipping, handling, and refund time frames. As these issues have occurred, it is fair to question the company's transparency with these and other policies listed online when shopping for clothes on the site. It can also be difficult to contact ASOS as customer service is only available via the internet.
The Bottom Line
ASOS policies are competitive with other top clothing stores, however, the company's customer service effectiveness seems to be in question. ASOS has an extremely large selection of quality clothing that is very well-priced due in large part to helpful promotions, but if you are purchasing your items from ASOS, you should make sure that you know you like them and are not planning on returning them. Unfortunately, the many promotions, fast shipping speed, and fashionable clothing options do not quite compensate for the weaknesses present in the reviews.
Was this content helpful?
Yes
No
Deidre Juba Sherwood Park, AB
They sent me the wrong dress. I had to pay duty fees, on top of my own postage for the return, which they said they will refund me for, but am not counting on it based on their customer service. I am just utterly shocked that ASOS is willing to lose a customer over $16.51 CAD. If a company makes a mistake, which you did, they should make the customer whole again. Regardless of which country issued the duty fees or what have you. Instead, ASOS customer service employees have decided to argue with me about it and continually redirect me to the Canadian Border Agency website like robots, when I have explained multiple times how it works after speaking with them. It is quite disgusting that they find it appropriate that I'm out of pocket over nothing of my doing. I explained to all 1000 odd employees that have wrote me back on the issue that $9.99 of CODs are handling fees that you do not get back. I am paying them twice now for the same dress, and that's if I get the correct dress this time. No one is able to get past the sherking of responsibility and just admit that it is inappropriate and disgusting that I am being made to pay this twice. One employee when so far as to point out that I got a discount on the second dress. Let me break down the "discount"for you, I'm out $16.51 CAD, soon to be $33.03 CAD with the new shipment. I was given a 20% off coupon, which when applied is $115.12 FOR THE DRESS MINUS $
23.02 FOR
DISCOUNT= $92.10
$33.03-$23.02=$10.01
THE FACT THAT I HAVE TO SIT HERE AND
EXPLAIN THIS TO YOU GUYS US APPALLING.
I AM STILL OUT $10 PLUS TIME AND
THE AGGRIVATION OF THIS ORDEAL.
SO TO THAT EMPLOYEE, NICE MATH
If you are reading this, order from somewhere else! They are con artists and do not even have a phone number to talk to an actual representative. They will just have a different myriad of employees with varying and conflicting knowledge give you the run around until you hopefully forget that you are out your hard earned $$$$$. Not to mention the aggravation. I suggest you RUN the other way. Do not deal with this phony, shady company, if you can call it one.
4 years ago
Nita Thakrar Kingsville, ON
I ordered from ASOS from Canada 3 times. Their website states that Canadians can buy up to $150 and won’t be charged duty which is not true. You will need to pay duty for anything over $20.
Also their return policy is terrible, you will need to pay $20 to send it back. And their help desk is very rude. I purchased a blouse with scrunchie from them. The blouse was too tight not true size and it was missing scrunchie. They did not offer refund nor replacement. You can only chat online they don’t have phone line. The person I was chatting with just ended the conversation!!
ASOS is not worth shopping at for Canadians. Better to buy from Simons, Gaps, Amazon etc. I will order only Canadians or American sites where you can return freely
4 years ago
Pamela B. Prevost, QC
Stay away from this company. The whole process has been such a pain. Although in stock when I placed the order it took forever to be delivered. I was even charged for customs, which would have been alright if it had not been received damaged! *so pissed at this point*
So basically, I have a damaged winter coat (that I need asap because all I have left at the moment is a fall coat). They are not refunding the customs, and will only process the refund for the winter coat after it has been returned to them. In accordance to their usually slowness I was told it would be refunded within 25 business days AFTER they have received it Lol
I took pictures and they would have the tracking number. What more do they want? Two months for a $200 refund and $20 in the trash for the customs for a coat I need asap is unacceptable. Never buying from them again. Stay away from them.
4 years ago
Brianna Liebling Mattawan, MI
Received the wrong size of an item I purchased. Contacted support asking for a replacement (which contacting them is a horrendous experience, takes forever and hard to get in touch), as I returned the incorrect size already. Was told that wasn't an option and that I had to pay full price (I had used a birthday promo code plus got free shipping) so basically they wanted me to pay 2.5x the original price to reorder an item I already bought and didn't receive because ASOS fulfillment made a mistake. They then told me they actually could send a replacement and that I would receive a confirmation email within 24 hours, chat ended. I didn't receive an email but instead got one that said it was out of stock and the replacement had been cancelled. I checked online and it was still available in my size to purchase online, so obviously not out of stock. I reached out to customer service again (took me 24 hours to actually get in touch with someone again) only to be told that it was an error (AGAIN) because it is in stock. But that they can't actually offer a replacement, like the other person said and that I should just reorder it and pay full price and could ask for a price adjustment later (LOL WHEN?) I said no, they said that was all I could do and ended the chat. This company is a SCAM. They made a mistake and then wanted to me to pay for it again and pay way more than I originally did? No thanks. Will not be ordering from here again. Plus the fact that their customer service is only available via chat and clearly outsourced to another country. Terrible service. Terrible quality.
4 years ago
Elise Norman San Diego, CA
I have ordered from here for years without issue. They forgot TWO items from my most recent order. I had a promo code they offered at the time of order so I purchased these with a discount. Upon receiving my package without two of the items (one of them being the most expensive thing) I was told that they would be replaced. The next day I received an email saying my refund was on the way due to items being out of stock. I got on their website and this was NOT THE CASE. BOTH items were in stock and available. Received little to no help from customer care that just kept saying your refund is on the way which is NOT what I wanted. Was told that if I repurchased I may receive the difference but was given NO solid platform for this and based on my experience would rather not even bother repurchasing and dealing with that. Both items were brand name not ASOS and at this point I would rather pay more to buy direct or at least from some other party and not deal with the ineptness that is ASOS. You have lost a loyal customer.
4 years ago
Thaise George Chicago, IL
I had accidentally entered the wrong address for my order and they will not let you change that once the order is placed. You also aren't allowed to cancel the order after a specified time. I did not realize this and tried to tell customer service and the response was either hope they mail it back to asos or GO TO THE STRANGE ADDRESS AND HOPE THEY LET ME HAVE MY PACKAGE. Yes a customer service representative actually told me that this was an option that I had. That is wildly unsafe advice and this representative should be fired. Never order from a site that won't let you cancel the order. That's robbery.
5 years ago
S CH Portland, OR
Worst shopping experience ever, they have been hacked and will do nothing about it.
I placed an order with three items and checked out through PayPal. At the time of checkout, all info was correct. I did not review the email but tracked the package and on the 13th it was marked as "delivered"
I contacted ASOS TERRIBLE CUSTOMER SERVICE and they told is not their fault I entered the wrong address, nothing they could do
1. I entered the right address they have a hacked API that changed the address to something else
2. the WRONG address was not a typo (I can see how that can happen) it was a whole different address in the same city. with an apartment number and all. I don't live in an apartment I can accidentally type APT 1 nor I this address as a saved address to auto-fill
3. I droved out to the place and the apartment complex is fenced I could not get in but the unit was empty, had a rental sign on it. It also had a bunch of packages at the door from all different online stores, there was an ASOS package too, could have been mine
Someone is running a pretty good scam out of that location and ASOS won't hear about it
4. ASOS insists it was my mistake despite me clearly explaining I didn't type the wrong address
I am $100 out of pocket, no clothes, and no help from ASOS. Someone has hacked their APIs and they refuse to even look at the issue. Shameful, will never buy from this site again. DOUBLE check the shipping info AFTER you place the order, learn from my mistake it can be changed and no one will help you
5 years ago
Chris B Lowestoft, SFK
I made my first order with ASOS buying some UK 9.5 van trainers. Upon receipt, I noticed they had sent me UK 8.5. Their returns procedure actually entails you sending them back and making the purchase again whilst waiting 10 days for your money back (after they've received them). I obliged and sent them back and made the order again for some UK 9.5 and you guessed it, a week later I received my second pair of UK 8.5! Their miserable customer service team did nothing to put this right other than to encourage me to order a 3rd pair. So two trips to the postage office, I await my two £68 refunds.
5 years ago
Pitcher N16 Camperville, MB
I wish I had checked the Better Business Bureau. I would not have dealt with a company with a rating of F, and saved myself a headache. Anyway….
I bought 4 items for my husband. 2 did not fit. He wore the pants, and wore a hole in the seam after ONE day of wearing them. So - the item is a very poor quality.
I was LIED to by this company. My invoice said the shipping would be free, however I was charged COD for my item. Meaning they just did not bother to pay the shipping charges. I tried to resolve this issue with the company a few times but the responses I got back were standoffish and rude. They were “educating” me that the charges were from the post office (duh) and therefore they could do nothing about it (wrong!) Nobody I emailed or texted with ever seemed to understand the issue, never mind resolve it.
The returns policy is equally pathetic. I would need to pay an ADDITIONAL $22 shipping fee, and since my husband took off the tag, they would not accept the clothes anyway (according to the returns policy). They only accept items in impeccable condition. So those worn out on day 1 pants I mentioned? Would never even be accepted for return.
Do yourself a favour. Go somewhere else.
5 years ago
Andrea Tate Swadlincote, DBY
Not happy with this company at all. My daughter had placed a clothes order for over £100. She had used them before, however this time she needed to change a size on one of the clothing items. by this time , of course, ASOS had taken out funds from my daughters account - that's fine. Unfortunatly, she was not able to this without cancelling the order first. She had tried to phone them today, but there was no answer, she tried again, this time sending them a message via email, NO RESPONSE. She needed to know whethern she could re order without them needing to sent back the money. It transpires that she cannot reorder her goods, ALSO SHE HAD TO WAIT TEN DAYS FOR FUNDS TO BE RETURNED TO HER ACCOUNT. THIS IS DISGUSTING WAY TO TREAT YOUR CUTOMERS ASOS, YOU WILL PLEASE EITHER REIMBURSE MY DAUGHTERS ACCOUND OR SENT HER HER ORDERED GOODS. tHIS IS THE WORST COMPANY I EVER HAD TO DEAL WITH. PLEASE BEWARE PEOPLE WHEN ORDERING FROM THIS COMPANY,
5 years ago
Evan Hayter Surrey, BC
I bought multiple items while a sale was happening and was successfully able to purchase these items. A couple of days later I went to check on my order and it said that my order was canceled because the shipping fees were too high. Although the discounts were no longer in place, I still wanted the clothes and tried purchasing them again. Once I processed my new order, I realized that I put in the wrong shipping and immediately canceled the order and re-processed it with the new shipping. That order came about a week and a half later and I had to pick it up at the post office where I paid $14 for shipping fees (which I thought I didn't have since ASOS said the shipping was free). The items were fine and nothing seemed wrong besides the shipping fees, but here's the real problem.
About 2 weeks later I got another notice from the post office saying I have a package, even though I didn't order anything after my ASOS order. Once I got to the post office I had to pay 46$ in shipping fees to see the package! I opened the package to see that the items were the exact same as my first ASOS order. I went home to see on my ASOS account that there was an order processed after my original order. Once I scrolled down to see my canceled order, it wasn't there anymore. Meaning that that canceled order was processed.
I reached out to ASOS customer service after seeing this and told them the issue and said that I need a refund for my order plus reimbursement for the $46 shipping fees. ASOS replied saying that there's no way their systems are able to process an order without my CVV, even though they already had it before they canceled my order. Because of that, they offered a refund but no reimbursement for the shipping. I argued back and forth with ASOS customer service for a while before I gave up since they wouldn't budge. Once I went to go return the items, ASOS' site said that I would have to pay $20 to return my order! Basically with the $46 and $20 I lost almost half the money from an order that was supposed to be canceled. Incredibly frustrating and annoying experience.
5 years ago
Jinwoo Park Montreal, QC
This company is running what seems to be a shipping scam in which they promise free shipping, but unload delivery fees to the end user only at the post office. But their refund can only be initiated once the item is received (which also requires a hefty postage fee). So you have no choice. Even if you wait for the Post Office to just return the item to sender, you run out of time to meet the exchange window. Customer service representative handling the issue gave us no solutions except to go on and on about how there was an issue with this and that. So we decided to eat the cost of the fees, but we will never be shopping here ever again. This is not what a global retailer should be. Highly discourage others from shopping here.
5 years ago
ana Birmingham, BIR
Please be warned. I have been a loyal customer of ASOS for 2 years now. I Pay for the next day deal for 2 years in a row. I use vouchers to make my purchases as my job allows me some discounts using ASOS and other retail stores. I have been ripped off when i requested for a refund by £100+ in 2019 and they managed to get away with this as I had many vouchers and it was too confusing to proof that these were not part of a refund so I let that case go. Last 2 refunds I have requested in 2021 and Asos refuses to issue these claiming that I have redeemed the vouchers i was refunded. Hear me out. One voucher is the amount of £17.50 and I am owed £18.90. This voucher was the remaining amount from another purchase I made beforehand. Yet the claim I was refunded the amount (knowing its less that what I am owed so this makes no sense) and while one lady I spoke to understood and said I will still get a refund soon for the correct amount, ASOS have dared to come back to me saying the same thing about their claims and I am back to square one. I have made a claim using Resolver but yet again I am being told to basically f*** off and I will not get this refund. The second refund is the amount of £16. I have a voucher of £14.49. Does this make sense? no. It does not. ASOS have found a loophole to rip me off again and each time they made claims of my refund they never sent any kind of solid proof. it was their word against my many screenshots and proofs. Avoid at all costs. Or you'll be the one dealing with their terrible customer service next.
5 years ago
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
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
