ASOS UKReviews 57

I tried to buy a pair of shoes through their website using my One4All gift card. I was unable to and they blamed One4All for this. Messaged Taylor, who advised to buy a voucher through the ASOS website with my One4All card. When I tried to do that, they rejected the order and blocked my account (I have all the chats saved to prove this). Contacted their chat service 7 times over 4 days. Messaged Taylor, Leanne, Aaquib and some other people. Leanne was by far the rudest of all. People kept logging out while "looking for a solution". No actual solutions offered, no manager available, no one to contact. I called head office, spoke to the receptionist, apparently they are not allowed to give any names, or emails, or contact details for any of their staff, and advised to "keep trying the chat". Wow, I mean, can a service be more inaccessible than this? I genuinely think this is a SCAM service and I advise people to stay well away from it.

I ordered the items on next day deliver on a Sunday and I am still waiting on a Thursday, Customer service just tell you to wait and they don't know where the order is.

AVOID this company, they simply do not care.

My order was destroyed before being delivered. I have no idea why Asos and Skynet would do such a thing. I'm struggling to get a hold of anyone from this company. Absolute scam

I am shocked what has happened to this company! Last week they ran a promo of 50%off, I entered the code, and the discount was reflected in my cart, however when I began entering the payment info, the price changed. Needless to say, this occurred multiple times. I chatted with a rep by the name of MariaJennell who claimed I was lying that Asos never ran a 50% off promo. She was claiming this despite me having a screenshot of my browser history which captured the code, she claimed never existed. I asked for a manager 8 times, and she refused to transfer me to one. Since that time I have chatted 4 times, and advised I wanted to file a complaint, each time I have been told that my complaint has been escalated and I would be contacted in 72 hours. Needless, to say that time frame has passed, no one has contacted me nor responded to my many emails. The service is appalling!

Terrible store, blocked and did not return the money.

Order No. ******* 04/26/2023.

They returned part of the order to them, but they simply blocked and did not return my money.

They don't care about their customers, saying that they can't solve the problem they created themselves.

Never mess with them - they are not adequate.

Is it possible to unilaterally so unscrupulously?

Bought a bikini from ASOS - had to buy the top and bottoms separately as this was the only option. Quality very poor and the first time I wore it the bikini top broke - wire poking through the fabric into my chest. I had already worn it so unable to return. I contacted ASOS who agreed to refund the top but not the bottoms as "they are not a set"?! The bottoms are now unwearable as they don't match anything else I own, and the thing that frustrates me the most is the inability to speak to a rational person who understands that this stance is ridiculous. I will never be shopping with ASOS again. I've never encountered such frustrating and deliberately obstructive customer service.

I ordered a 3 piece suit on Friday 28th april. It was sent via Evri on 30th April and the tracking status for the parcel moved to "at delivery depot" and was then set to "delayed". The parcel status hasn't updated since. I have been in daily contact with ASOS customer svcs via their live chat, via my live chat reference number which is the only way to talk to them. I was told an investigation was raised by ASOS with Evri on Thursday 4th May (early morning) and that would complete within 2 working days. That timeframe elapsed and I heard nothing. I got in touch via live chat on the evening of Friday 5th May and I was assured by Inah, the ASOS customer service rep that she/he would monitor my case until midnight on the 5th/6th and that if there was no progress a replacement would be dispatched via next day delivery on Saturday 6th May. On waking up this morning there was no update either via email from ASOS or on my ASOS account. I contacted ASOS customer care live chat again at approx 09.30 on Saturday 6th May and was connected to Anuj, who told me that the everything I had been told the previous day by Inah was incorrect, that there was no replacement on the way to me, and that I'd have to wait until at least the 8th May for Evri to complete their investigation. I raised a complaint but was told by Anuj that there was nothing he could do and I'd just have to wait. I was then further contacted on the 8th May and told I'd need to wait until the 9th, and that if I didn't hear anything on the 9th to "reach out to them".

Their customer service live chat is clearly based overseas, with poorly trained reps reading from a big standard script. The story changes with each rep you speak to and they lie to get rid of you and then don't follow through with their promised actions.

No consistency. No customer service.

I am absolutely fed up with ASOS. They lie to their customers. I feel lied to and fobbed off. I've spent £155 and received nothing. I've raised a dispute/ claim for a refund via PayPal now and have provided them with evidence of the daily lies I've been told by each customer service rep from ASOS. When I asked to make a formal complaint, the live chat agent told me that there wasn't a formal complaints procedure and that when things go wrong they just talk about it in the team and try to do better.

It's one thing for their carrier to lose something, ok that sometimes happens, but the inconsistent information received from the customer services live chat does not manage customer expectations.

PayPal found in my favour and refunded me. Never again! AVOID!

And finally, on Trustpilot, have you noticed the 5* reviews are all very similar, in that they mention a customer services reps name, and are very short? Hmmmmm

It has to contact with them only chat and it takes so long and always lost connection and only one order and ask them for help and not fully refund

Stay far away from this company, I brought a pair of shoes for my son but didn't receive them I contacted their support was told I would be refunded and then they sent me a email refusing to refund me this company is a big scam so I'd suggest staying as far away as possible from it

One word to describe asos will be (Terrible).

Shopped here since 2002. Been a super loyal customer I make regular purchases for myself, family and friends so I DO keep most of those orders (my card statement is proof of that) I spend a lot.

But Lately they've been sending a lot of damaged goods without checking them I've even had things missing from the order with parcels arriving open which I always make note when returning those orders as to reason why I am returning it and contact live chat.

Anyway now.

They have Blocked my account even with active orders so I went onto live chat to see what's going on and I'm being told it's due to security reasons! Without actually telling me what those security reasons are.

Breach of GDPR playing with customers sensitive data and not notifying the customer of any reasons as to why they have been blocked.

Asos do not look at the long term history only recent so if you make a couple of returns in a row even if you spend hundreds they will just block you. Disgusting company got rich off loyal customers like myself and then go and show thanks in this way.

Furthermore seems they pay trust pilot a lot of money to keep negative reviews removed. I have provided multiple proof of my review yet no response from trust pilot team they keep removing it. Fake platform do not trust the reviews on there.

I cannot wait for the day Asos go into administration and fyi that wont be long as they are reporting huge losses after the way they have been treating customers it's no wonder. So be careful it can be extremely difficult getting your money back if this happens unless you use a credit card and make a chargeback claim.

Good riddance ASOS I'll take my money elsewhere plenty of better stores online these days.

Tip for consumers:
Advise not to shop here because incase you need to return anything they will end up blocking your account with no refund.'infact many have had missing orders and have been declined a refund even when asos did not deliver. Trust pilot reviews are fake and asos pay the platform.

Got refund of £0.60 for a £54 jacket. No customer service phone number to talk to. Chat is useless. Never using asos again

I have been shopping at ASOS for more than 3 years and I can honestly say that I am very satisfied with their overall service. I'll be honest, if you're looking for quality branded clothing, keep away! But having said that, the items I have purchased have always been of decent quality and arrived quickly. The returns policy is also very easy to use and understand.

I have bought a variety of items, including flat shoes, dresses, and earrings and they have all been of satisfactory and affordable, and are still in okay condition even after several years.

Warning parcels are not leaving asos. Orders not being received, refunds refused, poor customer service. On twitter on the news a man was saying how much debt asos are in. I think they're going onto liquidation soon. Do not order unless you want to risk never receiving your order and not getting a refund. They put all the blame on evri but evri are not even receiving orders from asos warehouse. Beware scammers! I still havnt received my order and everytime you get through to a foreign sustainer service operator they keep telling you to wait 2 more days baring in mind you have only 30 days from when you ordered to get your money back. Absolutely disgusting they would steal from people in this financial climate. Also all customer service emails even to the director just bounce right back. Asos are in trouble, order at your own peril

Terrible.
3 weeks and still waiting for my order!

Every day, I chatted with someone different, all giving me rubbish excuses and that the package will be sent soon, soon after a supposed 'IT' issue, as well as another saying it's an issue with the carrier.
It's been a week and told the same; that their specialist team will contact me - what a lie.

If they cared, surely someone could go and get the clothes I ordered, put them in a bag/envelope and send them.

We won't be using them again!

Update: tried to get a refund, as Under the Consumer Contracts Regulations your right to cancel an order starts the moment you place it and doesn't end until 14 days have passed from the day your goods were delivered to you, but they wouldn't even do that.

Disgusted

I purchased the Asos Premier service on 26/09/2022, the main feature of which is next-day delivery.
On 12/10/2022 my account was blocked for no reason.
I have contacted Asos many times about this problem but they are unable to resolve it.
On 14-10-2022, I received an email stating that my account was active, but this was not true, so I could not log in and use the service.
In addition, on several occasions, Asos did not deliver my orders the next day and I only received them 3 days later.
As Asos is unable to resolve the account issue and prevents me from using the service I have purchased, I requested to cancel my Premier subscription and issue a refund, but Asos just ignores customers.
Customer service is extremely useless and unprofessional, and the management is disreputable- they do not care at all about the poor and scammed customers.

Accurate, quick, quality service and support. Very easy process to order and have good shipped. Thank you. I will buy more.

Really good quality, I bought the first time and I was surprised by quality, it`s matters to me, thanks for your work

Le site web est très convivial, il est facile de commander et de payer, ce qui est un énorme avantage pour moi, car je n'aime pas faire les magasins et je trouve plus facile de commander en ligne.

Just received my order, item turned up without its belt. I order here because things are normally on point. Now the item in question is out of stock, so will start looking elsewhere to shop as I don't like the backward and forwards of returning items.