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Claim Your BusinessASOS has a rating of 1.4 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 432nd among General Apparel sites.
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.
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.
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
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.
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
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.
Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures. That's if you get what you ordered. Refund process is ridiculous. They sent me the wrong item and have had the parcel returned and received for over two weeks and want me to wait another week or two for a refund. No apologies for their error. Rude customer service including from a Manager. Save your time and money and shop elsewhere.
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.
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
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.
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.
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.
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.
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 $400+ back. I will never purchase from here and I advise anyone else the same.
Buying online went south with this company, it said no delivery fees during the buy but when delivered, surprise I was obliged to pay a 15$ 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.
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.
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
They charged me for purchase and I never got my package. Their customer service and chatbots are disaster.
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!
I looked through their online store, because I had seen some of their maternity wear and thought the dresses looked cute. Well, to make a long story short, the package was damaged and the clothes were the lowest quality I have ever seen. Read all of the reviews on here, because trust me these reviews are accurate. There is zero customer service- they just don't care. Please, do not waste your money or energy shopping here.
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!
I made an online purchase and wanted to return the merchandise because their stuff runs small. However since I paid with Paypal, I only received an invoice number and in order to return you need an ORDER number. ASOS has no contact number so be forewarned! There is no one you can talk to and their live chat really isn't a live person, it's all automated. So I've opened a dispute with Paypal. In the meantime, the clock has ticked away and i'm now over the 28-day refund policy timeframe. Don't shop at ASOS!
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
I paid extra for express shipping to receive my order last week. I checked with Australia post as it's been sitting an hour up the road for nearly a week and they said it wasn't marked express! I contacted Asos, provided them with the screen shots from Australia post, they didn't follow up, and won't provide a refund on the express shipping I never got! Just told me to be patient and wait. That's exactly what I paid extra NOT to do! Have put in a paypal claim for the entire order, it's no good to me now. So annoyed and zero assistance from asos.
Tip for consumers:
Make sure you use paypal if you must order, at least I know I'll get my refund
Products used:
Still haven't received the order
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.
There are hidden custom fees attached to your order and this is quite hidden from the customer.
I find it extremely questionable that this information is not mentioned before placing the order.
We should be aware of this as it's not a negligeable amount
I had to do a search on their site to find out about it after I paid $50 at the post office.
I used the email from the order confirmation email i received, but my messages got the failure delivery or... blocked.
Extremely unprofessional and a huge disappointment.
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
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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