• ASOS

ASOS

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Overview

ASOS has a rating of 1.57 stars from 2,052 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about ASOS most frequently mention customer service, post office, and next day problems. ASOS ranks 433rd among General Apparel sites.

  • Service
    616
  • Value
    576
  • Shipping
    613
  • Returns
    542
  • Quality
    535
Positive reviews (last 12 months): 5%
Positive
8
Neutral
3
Negative
149
454
See all photos

What reviewers want you to know

Positive highlights

  • The customer service is excellent and easily accessed by live chat or email.

Critical highlights

  • I had to pay an extra $42.09 at the post office, almost half of what I spent on my bridesmaid dress.
  • No phone number to call and take days to reply to emails.
How would you rate ASOS?
Top Positive Review

“The most awesome online shopping experience”

Sai P.
1/3/24

I buy regularly from Asos. I live in Singapore. My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much. Unlike websites like Mango.com which often cancels orders after 10 days due to stock non availability, Asos hasn't done that once.in all my 58 orders for my past 4 years. The prices are good on Asos and there are regular discounts. The only downside is I don't know the origin of the products before I order...coz sometimes the quality of the products are a bit substandard and it would reduce the inconvenience of a return.

Top Critical Review

“ZERO STARS”

Rachel S.
3/8/24

I order a pair of Nike air max Bella shoes. I got some high chunky heel black and white converse. Customer service is literally not helpful at all. Says they can't locate my real item. I am so confused on how these people shipping orders are so dumb. Like how do you mess up THAT BAD. Now I have to go out of my way to package it up print the label and drop off to UPS. Meanwhile still not have any idea what's going on with what I ordered. I guess I won't even be getting the correct item. She offered nothing for all this hassle.

Reviews (2,052)

Rating

Timeframe

Other

Reviews that mention popular keywords

post office (118) phone number (86) delivery date (55) day delivery (60) customer service (858)
Thumbnail of user rachels1470
3 reviews
3 helpful votes
March 8th, 2024
Verified purchase

I order a pair of Nike air max Bella shoes. I got some high chunky heel black and white converse. Customer service is literally not helpful at all. Says they can't locate my real item. I am so confused on how these people shipping orders are so dumb. Like how do you mess up THAT BAD. Now I have to go out of my way to package it up print the label and drop off to UPS. Meanwhile still not have any idea what's going on with what I ordered. I guess I won't even be getting the correct item. She offered nothing for all this hassle.

Tip for consumers:
Do not order from here.

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user martinak56
1 review
4 helpful votes
January 13th, 2024

I made order. Receive one wrong item.

Requested return and sent package (30+ days ago). Receive email from ASOS that my refund is in process.

After 30 days I contact customer support for not receiving money back. Insted refund they blocked my account without explanation and won't help me even if I contacted customer support more then 8+ times and sending them emails.

Service
Value
Shipping
Returns
Quality
Thumbnail of user reliablemovers123
1 review
5 helpful votes
January 6th, 2024

1st time buyer because all of these influencers and their nonsense hauls. I never put the sweater on. Itchy, thin, see through. I threw it out. I put the jeans on, my correct size, walk down the stairs bent over to pick up a dog toy and they split right up the crack of my butt. In the garbage. No sense in looking for refunds, look at all the wonderful refund reviews. LOL Lesson learned. Buy from real stores Revolve, Fwrd, Saks, Nordstrom, Alice and Olivia

Tip for consumers:
Run away from this fast fashion dump

Products used:
Sweater, jeans

Service
Value
Shipping
Returns
Quality
Thumbnail of user njnymassage
1 review
1 helpful vote
January 16th, 2024

I bought tow items that were scheduled to arrive on Wednesday Jan 17th, I then received an email today saying my package was being held due to insufficient postage funds. Is this a scam or just a normal way for this company of conducting business by trying to extort money out of customers.

Shipping
Thumbnail of user jordonw18
1 review
3 helpful votes
January 8th, 2024

My fiancé ordered a dress recently for a wedding from ASOS. Dress took awhile to arrive which I initially didn't mind at all. It being a busy season and all, when I received the dress it was the wrong dress all together. I went to get ahold of asos but there is no number you just get to message back and forth with a customer service rep. I was told that I need to return the address and they will issue a refund in 2-3 weeks. I leave next week for this wedding. ASOS was completely no help other than basically saying we'll get you taken care of when we can. Don't recommend using this company due to the fact if they make a mistake it's on YOU to fix it.

Quality
Thumbnail of user tyronicap
3 reviews
3 helpful votes
January 21st, 2024

I recently ordered a winter coat and not even a day or two passed by and the price went down, I spent close to $300 dollars on it, so of course I reached out to them to see if I could be reimbursed for the difference, unfortunately they said that they couldn't do it because I would have to pay for return and then wait for reimbursement to only repurchase it, first time buyer and last time. Be aware!

Tip for consumers:
Customer service is poor, no empathy

Products used:
Winter coat

Service
Value
Shipping
Returns
Quality
Thumbnail of user danieg1
2 reviews
17 helpful votes
May 14th, 2020

This is a wonderful company! I have ordered from ASOS multiple times and feel like it's time to give them a great review. They have a wide variety fashion products to choose from and I love the videos showing what the product looks like on a model. The size assistance feature is also a great tool that has helped my shopping experience. They have A+++ customer service and an amazing return policy. My items are always shipped within a timely manner and returns are processed in a timely manner as well. Customer service responses are quick and if there is ever a problem ASOS will do the best they can to assist you. I wish they would go back to including return labels in the packages, but other than that everything has been great! Keep it up ASOS! I will shop with you forever because of your great customer service and great product selections.

Thumbnail of user tianimccarthy
1 review
3 helpful votes
January 15th, 2024

They shipped me the wrong size shoe after I paid extra for shipping. They ask for 21 days to process a refund. I haven't received it yet, we'll see what happens. I would never ever order from ASOS again.

Thumbnail of user joaofl
1 review
3 helpful votes
December 21st, 2023

I bought a product to be delivered in 2 days, and I still have not got it after 2 months. I got in contact with their customer service via chat at least some 8 times already. Nothing is resolved. Last time they said they would reimburse me, and that I would get an email confirming that in 24 hours. Nothing of that happened. I literally feels that their customer service is just fooling you deliberately. Not to say that all the agents throw the exact same AI generated polite responses. I strongly suspect that Is just a huge scam machine.

Service
Value
Shipping
Returns
Quality
Thumbnail of user johnatanb
3 reviews
2 helpful votes
July 8th, 2020

By far, that's propbably the best haul for me. Dunno why but only their clothing works for me. Thank you guys

Thumbnail of user joannam428
1 review
2 helpful votes
February 16th, 2024

I have been a customer for over 15 years. I made a huge order this morning, went back 15 minutes later to make a change (which they state is ok on normal shipping), and was told I had to pay another full-price shipping fee for one small item add-on. After an hour on hold with customer service. They are greedy and extremely unhelpful. Basically, they don't do what they promise and will take your money regardless. Stay away.

Service
Value
Shipping
Returns
Quality
Thumbnail of user brandib274
1 review
8 helpful votes
August 8th, 2022
Verified purchase

I purchased three pairs of shoes from ASOS. Unfortunately, the quality was subpar and I return two of the pairs within 3 days of receiving the items. Although it showed return in transit on the ASOS website by the day following my return - today it has been almost three months of reaching out regarding the return and I finally receive an email saying that I can have a credit in my account but no refund because it took them longer than 30 days to process the return. I'll handle this with the CC directly at this point but never again will I waste my time or money on this company.

Tip for consumers:
Do not order unless you are positive you won’t need to return the item.

Service
Value
Shipping
Returns
Quality
Thumbnail of user nicmendes75
1 review
0 helpful votes
January 11th, 2024

I had a suit ordered from this company the jacket came in the wrong size as per what was ordered so I immediately contacted ASOS through their chat which takes much longer than it should to get a hold of a real person from the robot prompts.

I spoke to multiple agents about sending back the suit to have it exchanged for the correct size, all while I needed it for an event which had passed. I had to pay a duties/customs fee to receive the original order and had to take the time out of my day to organize this when it was the companies fault originally so I requested some compensation to be able to cover the second wave of duty/customs fees impending when I make the second order.

They don't exchange the items you need to file a return and order the items again. The agents told me that they had no discount code to provide or any sort of compensation for the incorrect items as I know had to incur a second duty/custom fee plus I had to go and package the incorrect original order and deliver it to the shipping facility to which they covered the shipment back.

I also asked to speak to a manager, which I was patiently waiting on the chat to speak with after requesting from an agent, the chat ended abruptly after waiting significant time, I went on a day later requesting to speak to the manager and I was waiting for over an hour to connect with one to which I just ordered the other correct size and I was met with a double duty fee to the original and the company still hasn't reached out to provide some sort of mediation.

The company has discount codes galore but is unwilling to resolve any mishaps on their end. Poor customer service.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jenniferm5923
1 review
3 helpful votes
February 8th, 2024

This is by far the worst company as far as brand as well as customer service. I ordered 5 items and they were all trash, returned the next day. Shipping and tracking said arrived and asos is saying they never received. I've had to go through countless emails probably with a bot, PayPal and my bank to get my $400+ back. I will never purchase from here and I advise anyone else the same.

Thumbnail of user jarnickv
5 reviews
2 helpful votes
September 27th, 2021

I got my clothes on time delivery was fast. Now I can be good locking man in this upcoming season. Big thank you to Asos

Thumbnail of user jillj586
1 review
0 helpful votes
February 11th, 2024

2 orders screwed up so far. First order the one jeans ripped on the back right away on day one of wearing. (Definitely the cheapest quality material) my second order lost, refunded but no way to log a complaint or no offer for inconveniences. Totally a waste of money

Products used:
None it’s junk quality

Service
Value
Shipping
Returns
Quality
Thumbnail of user vjekoslav.boskovic1
1 review
3 helpful votes
December 21st, 2023

They charged me for purchase and I never got my package. Their customer service and chatbots are disaster.

Thumbnail of user r.s.s2
1 review
0 helpful votes
February 24th, 2024

I ordered a skincare item that came outside of its box, unsealed and probably used 😳But what's worse is 1.it came 2 weeks late and 2. Their customer service is horrendous.
It's been 2+ weeks of trying to get a refund and I think these guys are a total scam…Dubai, avoid at all costs!

Thumbnail of user philb241
1 review
24 helpful votes
May 6th, 2021

Buying online went south with this company, it said no delivery fees during the buy but when delivered, surprise I was obliged to pay a 15$ fee at the delivery point because I live in Canada, I was never warn about that. Oh and guess what, the shoes I ordered were way too small for the said size so I had to return it, for that I had to pay an extra 22 bucks fee to sent it back! So nice of them I've lost 35 bucks dealing with this company, never will again.

Edit: At the time I wrote this rewiew, I had not received my refund yet, it said you can only get a refund 30 days after the day you send back the package. I don't know why I waited so long, but after nearly 45 days, no credit was on my account yet. I had to contact the customer service, the guy on the chat said he would "fill a demand of refund" at Nike, wich proves they intentionally delay your refund as long as possible, in fact chances are that they won't refund you if you don't contact them. Unbelievable... So it took nearly 2 months to get my refund. What a disaster fraudulent company this is. Disgusting.

Thumbnail of user rafaelr348
1 review
2 helpful votes
January 27th, 2024

Sent me a pair of dunks with stains on them. This please will take advantage of you. Don't waste your money. They will also reject your review so it looks good on them. I warn you stay away.

Tip for consumers:
Yes they will remove your comments. Reviews this please a scam and I hope they go out of business

Products used:
I got dunks but with stains and they act like it was ups fault. lol bad bad business. If you care about your stuff u won’t waste your money here

Service
Value
Shipping
Returns
Quality
Thumbnail of user laram86
1 review
8 helpful votes
November 15th, 2020

I paid $140 over a month ago, my delivery never came and ASOS denied any purchase that was made. After Emailing multiple times they kept giving the same response and refused to refund the order.

Thumbnail of user sanjeev.kumar
1 review
3 helpful votes
December 1st, 2023
Verified purchase

The company's changed and for the worse, unfortunately. Terrible customer service to begin with, going around in circles no one knows what to do or how to handle the case and I'm being given no indication or reasons to the truth of my subject matter. Cancelled order, blocked account but then allowed to place a second order within the time everything was getting cancelled/ blocked then my account was re-instated with no explanation as to why it was blocked in the first place.

They've also stopped exchanging? What kind of clothing company as 'big' as ASOS does this? On top of this 20% off code as a goodwill gesture - when I can get this myself through a referral scheme? Pathetic beyond all means imaginable.

Thumbnail of user michaela5450
1 review
0 helpful votes
February 5th, 2024
Verified purchase

I ordered a pair of shoes off of this site and I was shipped a damaged box in terrible condition. I asked for a resolution of this by customer service and they said nothing can be done. I will NEVER order from here again.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user tamaro1
1 review
25 helpful votes
May 26th, 2020

I received the order with 2 wrong sizes of a footwear. I ordered slides size 9 and received size 8; Also I ordered 6.5 size sneakers that I found in women's section and received the same model of sneakers but for men so men's 6.5 size is quite big. I contacted the customer support and they refuse to pay for their mistake, they just said I need to return the items and since I am an international customer they don't offer free return from my location. So it does not make sense to pay shipping cost which is very expensive. The worst service! Just stay away!

Thumbnail of user sjwilson27
1 review
1 helpful vote
December 19th, 2023

Do not order from this app/website.
Their customer service is horrrrrriblllleeee!
I ordered 2 pairs of boots. These dummies sent me 3 pairs or new balances and 1 pair of adidas.
I contacted them immediately! They sent me a return label and confirmed that I would still receive my boots. Time passes still don't have these boots. I then chat with possibly 6-8 customer service agents, I let them know I still want the boots, they state one pair is out of stock but the other isn't and they could send it out once the return is back in their warehouse. They said I have to contact them back after 12/13/23. I contact them on 12/19/23 with my reference # ******* thinking they knew everything from their. But no they're idiots of course, so they customer service agent just refunded my money without asking me anything, which is not what I wanted for the 1 pair of shoes. Because I wouldn't get the discount and I didn't want to pay for shipping again. Because it was their mistake. I wasted hours typing and dealing with this company, and I will post a bad review for them on every damn platform possible. I got time today!

Tip for consumers:
I do not recommend giving Asos any of your business!

Products used:
Didn't receive any of my products

Service
Value
Shipping
Returns
Quality

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About the business

ASOS brands itself as a "global online fashion and beauty retailer" and sells a variety of women's and men's fashion clothing through its website.

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