ASOS is a UK-based online fashion retailer founded in 2000, originally as As Seen On Screen. Headquartered in an iconic art deco building in Camden, London, it offers a wide range of clothing, accessories, and beauty products, targeting young adults globally. ASOS has a strong presence in the online retail market and emphasizes sustainability through initiatives like the ASOS Responsible Edit.
The overall reputation of the company is significantly marred by persistent customer service issues and delivery failures. Customers frequently report delays in shipping, incorrect items being sent, and a frustrating return process that often leads to dissatisfaction. Many express frustration over the lack of accessible support, relying solely on chatbots for assistance, which often fails to resolve their concerns. While some customers appreciate the product quality, the overwhelming sentiment reflects a declining trust in the company, as unresolved complaints and inadequate communication dominate the feedback. This suggests a critical need for improvement in customer service and clearer return policies.
This summary is generated by AI, based on text from customer reviews
I placed my first big order at Asos. Spent over $1k
I needed some suits for work. The suits arrived. The pants where so small, it hardly fit my thighs, let alone my waste. So I obviously had to return the order. I returned it that same day.
After that. I wasn't ready yet to give up on Asos. I decided to give Asos one more try. I went online again that same night. To order the exact same suits but in bigger sizes hoping it would fit this time. Spent about $800
Asos said thanks for the order.
But then later the next day. Asos sent me an email saying. My order was unsuccessful. And that my account was now blocked. So I checked my bank and realized, they already took the $800+ from my bank.
I was quite confused. As this is fraud. A company cannot charge you for an item. Then block you. That is 100% scam like activity.
So I contacted Asos live chat. They said they will "investigate" it.
Two days later they reactive my account and said it was blocked by mistake. They told me to try ordering the items again.
Frustrated at this point. But still dumb enough to give Asos a third chance. I went on Asos to place yet again ANOTHER ORDER. Third try.
This time. I was a bit skeptical so I spent only $700
Asos said. Thanks for your order. Sent me an order confirmation email. Only to later that same evening, tell me that my order was unsuccessful AGAIN.
And that AGAIN... My account has been blocked. That's twice now that they did that to me back to back. At this point, you can imagine how I was feeling.
So they already charged me $800+
Then blocked me
Then charged me for my third order $700+
Then blocked me
Then my first order was for $1129 which I returned and still haven't received my refund
I went to the BBB and filed an official complaint against the company and will now have to also file a Dispute.
Worst case scenario. I'll have to file a law suit in small claims courts against Asos.
Because now they owe me almost $3k
This is a very mediocre company.
Terrible customer services
They have no support number, which I'm sure is illegal as all companies are supposed to have a phone number to call.
They are just all around very mediocre.
I've made an order that has the wrong address on it, I found it 2 hours later when the order was made.
I immediately contact their customer service and Mark the person who represents ASOS as customer service told me nothing he can do at all, I just have to deal with it.
I explained my situation to him that the address is in another city and it's impossible for me to fly there and find my parcel, and Mark refused to provide any help.
So it pretty much means that I can only lose my order and my money, too bad!
Wow, I hope you will never put a wrong address on any of your orders in your life Mark, thank you for being so helpful!
I bought a $100+ worth of trench coat but I did not received it or even a refund. I am so mad and this company is total scam.
I ordered a dress and it arrived in Canada fairly quickly. I had to pay $14 in duties at the post office. The quality was very good, but it did not match the photos or written description. The back was not plunging nor did it tie up at the back. It also didn't flair out at all. I decided to just keep it anyway because it did fit me. When I was asked to leave a review, they rejected it, and even after I tried to alter it to meet their criteria, they rejected it again. I would not recommend ordering from ASOS.
I've been a customer of ASOS foe some 8 years now. I now buy all my clothes from ASOS, shoes and recently even skincare. I am a paramedical aesthetitian so used to pro skincare. Expensive. The skincare I bought from ASOS is of pro quality minus the price tag The deliriveries are reamarkably timely and reliable. Unproblematic free returns. Only 1 pair of shoes I ordered were significantly not to size, they were huge, one pair where the strap broke - I had a refund within couple of days. All my clothes come from ASOS now and I get compliments and questions on where did I get my garments. I haven't been to a department store for clothes in decades. The customer service is excellent and easily accessed by live chat or email. Live chat is always functional ith an occasional exception. The maximum one might wait for a refund is 21 days. I do not understand the 1.7 star rating. And I've had many years to evaluate this website. Every no and again I try other online retailers but inevitably return to ASOS.
Wrost app ever, they just cancell your order without reason, and you just keep loosing money on fees, bad quality products too, angents lying everytime saying '' your order its shipped '' then got email order its cancelled, don't buy here all scammers.
Great shop. Good quality and quick response.
Always order in time. Great prices and great quality. Definitely recommend
This company has $#*! quality. I ordered a couple thousand dollars of merch and returned most of it. I've spent thousands here over the years. Now they wont refund 856.00 worth of returned merch and canceled my account with no ability to contact customer service saying they suspect my account is fraudulent. This was after I spoke to an agent the day before who told me it was their error and I would be refunded the next day. This from the company who got their stuff back and wants to steal my money, ok?! I don't recommend supporting such a dishonest garbage company.
This online company is terrible. I placed two orders within a couple of days of each other. Paid for premiere next day shipping. They did not come the next day. The one package was missing an item. Two pairs of mens large socks that I ordered were womens socks in a smaller size. I returned most items from the two orders. They only refunded me for one return, also ignored the fact that there was an item missing from one order - and most importantly, you can only contact someone via chat, no phone numbers. Everything about the company is set up to make it so difficult to get your money back that most people would probably give up and sacrifice the money. I managed to get most of mine back, except for the shipping they would not refund. Terrible experience!
I ordered a product and 3 weeks later was advised it had arrived and was sent a tracking number. When I queried the courier company was advised they never even received it. Took me ages to finally get hold of their customer service to be told they will replace. Still waiting for product. Secondly they do not allow you to post a review when they send you an email to review. I gave them a poor rating and was emailed back that my review was rejected. First and last time buyer
I've placed an order, but in the morning I've received an email that my account was blocked.
In 2 days I've tried to log, and I see that I have access to my account now, so it was unblocked, but I didn't got any email confirming that, I've contacted the ASOS support team by Live Chat to reorder my canceled order, but they refuse to give me the same cost. It's a bit hard to give a higher cost for items that you know that had lower prices:)
Even I cannot use the promotion code as new customer, I'm not about money, but customer service, if you failed in any decision and you see that customer didn't something wrong, you should pay for your failure.
I knew about ASOS many years ago, but I haven't purchased nothing from them, I just wanted to give a try now, but my experience was bad.
Why people need to pay extra fee at pick at the post office where one has to play 50% of the amount or price of the ordered item? Senseless.
Never again. People don't go there.
I have been a loyal customer of Asos for years for their inexpensive workwear. I have noticed the past year the quality of clothing getting worse and prices getting higher with customer
Service depleting. This last order was the last straw! I returned several items due to poor quality, I have an email from the company from May 25th that the return was received. It is now June 23rd and I still have not seen the refund drop in my bank account! I have tried five times in the last week to get this handled via their chat bots because they have NO other form of contact! No more call center, No option to email, just bots! I'd still like my $500 back and will be filing a suit if this is not handled promptly. Asos, this is my last attempt to contact you before you hear from my third party contact.
I lived in Uk about 10 years ago and was a regular asos customer, their stuff was good and returns and refunds were smooth. Imagine my excitement knowing I can order from ASOS from Canada where I now live. I knew I would be charged some fees as I have ordered internationally to Canada before, imagine my surprise when I called canada post and was told I will have to pay 64 cad on goods worth about 160cad. I'm so upset. I don't even have the zeal to go get the package from canada post. Asos should have made this known how high the fees are on their website. They just have a generic info about fees and even when I calculated the fees, I didn't think I would pay anything more than 30 cad. Also to return is about 23 cad, so no use returning. So in the end, if I don't like the items, I would have wasted almost 250 cad. Once I get my items, I will be closing my account with asos. Not with ordering from here if you live in canada.
Horrible! They sent me broken shoes with ZERO shame!
After paying for express shipping and then receiving my shoes completely BROKEN seriously!
I've read reviews about other South Africa's experiencing this but wow, it's clear they think very little of Africans! It didn't break while shipping! It was in protective packaging and boxes! This is ridiculous! The soles are completely loose!
I used to love ASOS - it was my go to online store. Now it's just a waste of time. You never actually know if you're going to receive your items or not. You're just told to basically "wait and see". There's no tracking links or information as to whether your order has even been sent half the time. And you can't even speak to a human being anymore. Never again will I order from them. It's just no use especially if you need something for an event. Looks like I'll be left without an outfit. Again.
So basically the customer service and the help you get from asos website is really bad.
The live chat doesn't work and there is no email address to be found.
When you get a bad product there is no point in returning it...
Asos is pretty nice, they have good prices and quality, but there is bad products also.
What i'm trying to say is... the website is good but the customer service is really bad.
Hopefully this helps someone not to waste time trying to contact asos.
Hello,
I made an order, and i have been waiting for 34 days, asos cancelled my order without even tell me the reasons.
And they lied to me, they told me that i requested to cancel my order.
Asos become worst and not professional as i was.
Best regards,
Unhelpful, incompetent customer service. Don't have the ability to file a basic lost package claim. I sent out 4 returns via UPS (3 Amazon, 1 ASOS). UPS managed to lose all 4 of them. When I reached out to Amazon about it, they could instantly look it up in their internal system as lost packages and refunded my money in under 15 minutes. ASOS, on the other hand, did not have any information, could not look anything up and dumped all the responsibility on me to find a solution and file a claim. Despite being told (many times) that UPS themselves told me that ASOS would be the one filing the claim. Customer service was rude and patronizing. Never coming back here again. While I am not the biggest fan of Amazon, as a customer, i can say without a doubt, Amazon is going to crush you as a business in the long term.
Good afternoon, I want to leave a negative review for the company asos. I was a regular customer, once I ordered a hat that did not fit in size and I sent it back, I did not receive money for the hat. I wrote to the support service, no one answered my requests for a refund. A month ago I ordered summer sandals, they also did not fit, I returned them back, but also did not receive money for them. I contacted support, my messages were ignored. I do not recommend this store, with the return of money the situation is terrible.
Answer: Hello Em, Yes it is true. The site has very poor delivery and customer service. I do not recommend it.
Answer: Doubt it, I don't think they sell any knock off's. Depending on the print you got, some of them don't have stripes. Hope that helps.
Answer: No. They will find 101 reasons to screw you out of your money
Answer: No. If anything it has gottten worse.
Answer: Look, as I wrote here I shopped with them many times and I was never disappointed. I don't know where you buy from, but I live in Italy and it doesn't take more than 4-5 working days for them to deliver the package. If you're concerned about the quality, well, it's not really top-notch, but considering the price it's really good (you can't expect Max Mara quality from a shirt you paid 20 euros). As for the fit be careful because those are UK sizes and they are definitely NOT vanity sizing! Meaning: when you read "model pictured wears UK 8" you may think "they're lying, she's clearly a 6" but they're actually not in most cases. I have a body similar to that of most of their models, I ordered size 6 twice and it was a tiny bit small. So size accordingly. All in all I trust them and I like their product. Perfect low-cost site to shop from online.
Answer: Complain about Asos through the Retail Ombudsman, if more people complain about companies like Asos they will have no choice but to improve their service to their customers.
Answer: Your only option with asos is live chat. I used it just now and also a few days ago and it worked just fine. They solved all my issues. Chat is the only way to contact.
Answer: You have to be a careful shopper. Check the fabric content! I just purchased Is 4 pairs of cargo pants. Same style, different colors. They are 100% cotton and excellent quality. I also purchased things by topshop and free people on this site. Asos has its own brand but sells others. Returns are effortless so I don't know why so many people are complaining. I have very high standards and they haven't let me down yet.