I don’t shop with asos as often as I used to, as the benefit previously would have been accessing a lot of brands under a single marketplace but with a consistent buying experience. It has gone downhi... See more
Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews.
Review summary
Based on reviews, created with AI
Based on these reviews
Ordered a pair of shoes - UK SIze 5.5 - However upon arrive sent US 5.5 (UK 3.5) OK mistakes can be made - Advised ASOS customer services and returned and re ordered - AND same again arrived - wrong... See more
Parcel sent to a different collection point , different town! Can’t even explain or find out the reason why because I’ve been trying to speak to someone and all I get is the automated chat asking m... See more
I rarely write reviews, but I feel compelled to warn other customers about the poor service I’ve experienced. I’ve been a loyal ASOS shopper for years, but my account was unfairly closed a few month... See more
Next day delivery never happened, nor the next dsy, nor the next day etc etc. Evri's tracking message repeatedly saying "unable to deliver to Parcelshop" when it is a 24 hour store, is ridiculous. As... See more
Premium service is a scam. You will not receive next day delivery. Items were missing from box that said they were there. Order was split into two packages, one never arrived. You can only live chat,... See more
To sum it up right from the beginning: Last time ever. I´ve bought a pair of Vans Crosspath XC, which are supposed to be water-repellent. Walked the dog, stood 5 minutes in a meadow with morni... See more
Have used ASOS for years with no problems. Purchased 4 French Connection hoodies 3 of which I returned due to poor quality & sizing using the Returns label supplied through Royal Mail. Goods are showi... See more
My parcel didn’t arrive, so I had to contact customer service over 6 times. Every time I am told to wait another day! It’s been over 3 days already. I need the items before the weekend and ordered it... See more
I literally never write reviews but my experience with ASOS has been terrible! Made a $120 purchase and never received the items despite it saying it was delivered. My building has a package locker sy... See more
Sent the wrong item, I ordered white and they sent black (easy mistake to make eh!) then refused to help just told me I needed to contact their partner directly to arrange a return. I live in the coun... See more
Terrible customer service. Ordered 2 dresses, created returns label within the time frame and advised asos that the parcel may be slightly late to return as I have physically out of the country.... See more
Company of scammers! Did not return the money, although I received a refund in September 2022! For three years I regularly wrote to ASOS support, the operators replied that the financial service will... See more
Dont have any issues with ASOS only their clothes are hard to judge because of the weird poses the models make. They also all seem to wear neck chains obscuring the collars on t shirts etc.
I wish I could put 0 stars. Do not buy from here they will not let you return. I simply ordered a jacket this jacket didn’t fit me it was way too big so I sent this one back and ordered a size down... See more
Premier delivery is a scam. Orders never arrive the next day!!! They tell you to order within a certain amount of time for next day delivery and they dispatch it at early hours the next morning so it’... See more
Terrible customer service!!!! I paid the annual fee for next day delivery, didn’t get my parcel next day, which I needed it for. Tried to do a live chat. After speaking to 2 diff robots finally got... See more
I don’t know what has happened to ASOS but it has majorly gone downhill! InPost have apparently been experiencing severe delays but all ASOS keep doing is telling me to wait another 2 working days. Th... See more
I bought my daughter a dress for her 18th Birthday party. It was lovely. Washed it as per instructions but it shrunk. The customer service is terrible. The AI is appalling. Can't get a human being to... See more
ASOS has gone massively downhill. ASOS used to be my go to online shop, it had amazing clothes and amazing service. It’s now horrendous. I ordered some make up with my next day delivery service which... See more
Ordered an outfit for my daughter to wear to her grandmothers funeral . They use evri and the parcel is now 2 days overdue . They want me to wait another 2 days which will past the funeral before they... See more
I used to absolutely love ASOS but then they started charging me if I sent back a certain amount for a refund, then they outright blocked my account. To be fair I think that asos has gone down hill an... See more
My account was blocked and no explanation was given. No clear advice given to unblock the account. My daughter was given a £50 gift card which was unusable as the had blocked my friends account al... See more
Ordered suits for some upcoming weddings - spent a few hundred dollars on my order then had to contact them multiple times on where it was - only to be told after a month that it was lost and my order... See more
Customer service is the worst you will ever experience! After chatting to an AI bot you may or may not get disconnected or if you're lucky you'll get a live advisor who is rude and doesn't have a clue... See more
I ordered one top on an order and it had a hole in it. I then returned the item and ASOS charged me for the return delivery despite the fact the policy states it’s free returns for faulty/ damaged ite... See more
Customer service is awful. Do not waste your time. I paid for premium and believe me when I say there’s nothing premium about this delivery service. I’ve yet received my package and it has been a few... See more
Placed an order paid for next day delivery by 12pm didn't arrive so I got my delivery charge back. I ordered 6 items only two arrived I was told to wait until 30/09/2025 to contact them again. Today I... See more
Awful customer service - they don’t help you out when you need to process a refund and they don’t even care if the warehouse makes mistakes. I got a dirty item sent to me and I asked them for a refund... See more
Just dont buy here. I bought a pair of sneakers. In a month they were already detached. Advisor told me to send them back for quality inspection and recycling in order for me to get the ref... See more
The return window was exceeded by only 24 hours and ASOS refused to show any flexibility for a loyal customer. They refused to receive the return. While trying to engage with the agents to res... See more
NO Customer Service anywhere. They TAKE your money, but they don’t want to know you for anything else--even if they’re wrong. IT’S CALLED THEFT. No Chat available. No Customer Service available. THEFT... See more
If I could not put a star I would. Worst customer experience ever, tried to return a parcel and it wasn’t working, the chat would not connect me to anyone and then I was told I could not return... See more
Nothing is ever next day delivery as they use RELAY who are the worst company ever. Customer service is COMPLETELY none existent. USELESS
Your customer service is appaling....i have an item i wish to return, but cant as your system says it hasn't been delivered yet...no tel number to call and on live chat was told I'm 48th in the queue... See more
ASOS have been shocking at processing a refund causing me to spend hours on their chat function trying to sort it out it’s still not resolved. Unfortunate enough to have the refund going to a gift car... See more
No accountability. Terrible service and still awating a refund after nearly two months of original order. Somebody shut this company down. Lets wait for a stupid response below so they dont get in... See more
Have shopped with asos since 2016 .Order Jeans which had two marks looked like blood from a cut finger.I returned them. three days later they were sent back to me .Live chat weren't much help obviousl... See more
ITS NOW A BAD BRAND! The Team support is going to treat you like trash, i wait 3 hours to get someones help, and get nothing. You will ask the refund and they will say that the refund just tak... See more
I made an order for a few items using a voucher I received for my birthday. The cardboard box that my order arrived in was completely battered, it looked like it had been used repeatedly and w... See more
Terrible customer service. I paid for a pair of shoes which ASOS didn't send and did not inform me either. It's been more than ten days and I don't have my refund yet. I will never shop with them agai... See more
I’ve been happy customer for ages and never experienced any problems until I had to resolve something via customer service, which is highly poor and unprofessional and extremely slow. I’ve orde... See more
My first order was delayed by a week, using the themselves-unreliable EvRi carrier, with no compensation offered, beyond a replacement they deigned to send by Royal Mail this time. Three seperat... See more
There’s non existing costumer service…returned an item and by tracking they received on 02/10/2025,today is 09/102025 and still refund hasn’t been issued!!!
Terrible customer service. I got an email saying my parcel was dispatched. 48 hours later the tracking hasn't changed. ( even tho it's 48hour tracked delivery) so I contacted customer service to ju... See more
Worst return options since short for BE , reached out so customer service they cannot assist. Be careful before you order, think about your refund.
Terrible service, they are unable or unwilling to cancel an order which is still a whole weeks away from being dispatched and delivered. They’d rather me wait for eventual delivery and then return i... See more
My refund still waiting since 20th Aug 2025 noone to call , speak with a robot which repeat the same stupid questions then said can't understand !! I tried to call head office who wasn't helpful who a... See more
ABSOLUTELY DISAPPOINTING DELIVERY AND CUSTOMER SERVICE!! Asos used to have DHL for Portugal and it used to be good. Now they use the local state owned post office which is extremely incompetent. My d... See more
Company details
Written by the company
Visit ASOS.com – The Online Fashion Store.
Contact info
United Kingdom
- www.asos.com
Next day delivery is non existent
I used to rate ASOS so much. Their next day delivery was always reliable but my last two orders have been disasters. Despite paying for the premier next day delivery annually, my last order was 3 days late. The items were for a wedding and their customer service team really didn't care that it was late. It was near impossible to raise a complaint to the point o gave up. I thought I'd give them one last chance and my current order has still not arrived (I ordered before 4pm yesterday). I have been buying with ASOS for over a decade and unfortunately this is the last time.
30 September 2025
Unprompted review
Only ordered because I had a voucher.
Only ordered because I had a voucher. Quality of products low. Bag cost was high for something of low quality. After reading reviews about returns and bad customer service I won't bother with the hassle.
14 October 2025
Unprompted review
Ordered from ASOS for the first time in…
Ordered from ASOS for the first time in years as I had a gift voucher. They sent me the wrong item and refused to send me the item I originally ordered. Instead, they asked me to return the item and said they would inspect it after 10 days and give me a refund. Customer service is terrible too. Avoid!
14 October 2025
Unprompted review
From UAE experienced disgusting customer service…
What a disgusting customer service experience!
Asos received Over 45 negative reviews in the week alone.
My experience:
I placed an order from UAE and arranged a return online for collection - received no email with the QR code.
I contacted their live chat customer service the despicable persons name (Michael) tells me asos returns can’t send to my Hotmail because they’re having technical problems sending to customers with Hotmail. Then asked me for an alternative email address yahoo or something - I said no I don’t have another such email and to find another solution.
This person tells me “oh thats a problem then how can I send it if you dont have another email”
I asked to forward to the manager - he/she then tells me
“If that’s the case you don’t want to cooperate, you may simply return the parcel on your own”
And ended the chat.
I had to open another chat where I then reported that agent to (Raymart) the new cs agent who simply provided me with the QR code in that same chat. It was that simple.
Absolutely gross customer service that person needs to be sacked immediately and never given any cs jobs because trust me when I say I never want to shop at asos again due to this.
14 October 2025
Unprompted review
Faulty goods - not fit for purpose - Do not rely on ASOS
Would not give them one star but no alternative....I tried to return several faulty items just two days after ASOS’s return window expired. They refused to issue a return label, ignored emails to their legal team (even with photos of the faults), and abruptly ended a live chat halfway through. Appalling service — I am now forced to escalate under the Consumer Rights Act. Do not rely on ASOS to handle faulty goods fairly.
4 September 2025
Unprompted review
No delivery
No delivery, no refund, customer service cutting you off on live chat. Absolute shock of service
6 October 2025
Unprompted review
Awful company
Account closed in June this year but yet received an email week stating “welcome back” which appears to be sent in error.
Wanted to dispute account closure as had to return 2 orders last year due to arriving a number of days late despite paying for Premier. Customer assistants don’t want to hear it and send same response every time. No option to make a complaint to the company. On asking to make a complaint, online chat is closed.
13 October 2025
Unprompted review
If there is a 0 for worst customer…
If there is a 0 for worst customer service ever I'd give it 0. As a regular customer, evethough happy with clothing quality, bad management, assistance and customer service work all in all to make you never to shop again.I don't understand the company policy but they sure are willing to invest effort to prevent customers from buying their products!
9 October 2025
Unprompted review
The worst customer service team
The worst customer service team! There have been numerous occasions where I’ve had to reach out to the customer service team whether this was regarding delivery of items that had clearly been worn and smelt. With also not receiving refunds as they had lost my return even though I gave them proof of return with tracking details to show that it had been delivered to them, but they told me because they can’t find it that I have to speak to the courier. Which of course they were no help. I could go on with the different reasons for contacting them and then being rude and not helpful and clearly reading off a script most of the time so would not recommend anyone supporting asos.
22 September 2025
Unprompted review
Damaged goods
Ordered a pair of shorts and when i took them out the bag they were all marked and stained. Raised a return right away then went on to live chat with probably the worst customer service centre i have ever dealt with. I have to return them to get inspected even though they obviously weren't checked previously. Embarrassing from ASOS.
12 October 2025
Unprompted review
Two unresolved cases with the same pattern: unprofessionalism, negligence, and customer ping-pong.
1. Return since July. My first return was sent back to me. ASOS blamed the carrier company and said it was fixed. ASOS Escalations Team promised me an immediate refund once I provided proof of re-shipment. After I sent them proof of postage + receipt supplied, support rolled it back to a 21-working-day wait.
2. VOEC failure (Norway). ASOS didn’t include their VOEC number, so because of their mistake I was charged customs/VAT twice. Under Norwegian tax rules, the seller must refund these charges. ASOS has ignored this and sent irrelevant explanations.
Result: zero respect for customers’ time or money. I expect refund for the items, reimbursement of return postage, and repayment of the double-charged duties.
12 October 2025
Unprompted review
Avoid they take money then don’t provide any product
I’ve been waiting for an item since 25th September. Everytime I ask ASOS where order is they advise they have to investigate then don’t get back to you. Asked for a refund they ignore. Ask to complain they ignore. They break the consumer rights act and don’t care. Avoid at all cost. Basically they steal your money shame on you ASOS 😡
12 October 2025
Unprompted review
The absolute worst
The absolute worst. I don't even shop with Asos that often, but every single time I do -- there is an issue and customer service is incredibly unhelpful.
Last time I ordered 300GBP real suede jacket, and received a FAKE item. I am not even sure what they expected out of this, as you could see it is made of shit (and nothing like the online image) from miles away, there is no way anyone would keep the jacket. To me this is fraud, but ASOS customer service was completely unbothered "just send it back if you don't want it".
Today I received a cashmere jumper with a stain, and I asked for a replacement, but I was advised to send it back and meanwhile reorder (sure, let me invest 250GBP towards you guys twice, because of your fault).
Honestly, this is wild for a marketplace this size, you should do better.
But never again for me.
12 October 2025
Unprompted review
Awful experience.
I followed every instruction exactly as the ASOS representative told me when I returned my order almost two months ago. I sent all the required documentation and paid nearly $40 just for shipping. I was supposed to get a refund of around $150 for the items I returned, but I still haven’t received it. Every time I contact them, they say they didn’t get my order even though the tracking clearly shows they did.
Their customer service is absolutely terrible. The representatives don’t help at all — the chat keeps closing, and they just say goodbye without giving any explanation. I’ve tried reaching out more than 10 times, and no one seems to care. There’s literally no one to talk to or get real help from.
I also never received another order I placed. Overall, a horrible experience. I would not recommend shopping with ASOS unless you’re okay with losing your money and being completely ignored by customer service.
To make things worse, another order I placed never arrived at all.
Would not recommend shopping with ASOS unless you’re okay with losing your money.
19 August 2025
Unprompted review
Consistent ‘next day’ deliveries…
Consistent ‘next day’ deliveries turning up several days later, missing items and poor quality items, I have used them for years but not sure anymore the service seems to be becoming incredibly poor
11 October 2025
Unprompted review
Ordered 2nd October
Ordered 2nd October, told delivery would be 4th October. Still waiting. Extremely difficult to find any email or telephone number to speak with someone. Not impressed at all !!!
11 October 2025
Unprompted review
Headache
Shopping with ASOS is becoming too much of a headache. I'm now having consistently poor experiences. I returned an item, refund wasn’t processed, I chased, when it finally was processed it was for the wrong amount. Still currently unresolved. ASOS premium is now pointless as items are never delivered on time.
11 October 2025
Unprompted review
Disgusting treatment of customers and…
Disgusting treatment of customers and shockingly rude customer service team.
Ordered through asos, but dispatched through "brand partner" Vans. US size sent instead of UK. Asos account says awaiting delivery still, so i got in touch and was told its fine and to return using label provided, which I did. The tracking number says received by Vans. Still no refund a week later. I ordered a second pair after returning first ones and again got the US size not the UK. Contacts asos again and was apologised to and refunded on the spot for second ones. Chased up the first refund and was told, despite providing proof of return and screenshots of tracking that says received by Vans, that the return number was incorrect (whatever that means) and no refund can be provided until correct proof provided. Literally stolen my money. And then customer services end chat every time I want to escalate to a complaint so can't do anything else. No phone number or email to get in touch. Like banging my head against a wall. Lost a long time customer in me.
11 October 2025
Unprompted review
They prised items higher so you can you…
They prised items higher so you can you use a discount code en pay still more than the actually price thats on the price tag. And if you contact them about it they say they can do that....
11 October 2025
Unprompted review
IT’S CALLED THEFT
NO Customer Service anywhere. They TAKE your money, but they don’t want to know you for anything else--even if they’re wrong. IT’S CALLED THEFT. No Chat available. No Customer Service available. THEFT IS WHAT IT IS!!!
11 October 2025
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.