ASOS Reviews 189,090

Great online store and i recommend it , the service was incredible good when i shopped there. I was looking for a rare shirt /hoodie and they did not have the size in store but one of the people on customer service helped me and was able to order it for me from another place and after like 1 week or so they messaged me that the size was back in store and i could go ahead and buy it.

Really good service and thanks again for doing that.

Very bad experience. My order was returned in august and I was promised to get a refund within 21 business days. 2 months later and I'm still waiting. Each time I talk to someone they just tell me to wait and that I should get my refund. Now I was just told that I would receive an email with further information but they are not even able to give me any idea of how long am I supposed to wait, considering it's already been 2 months of waiting. How complicated is it to just get my refund? I even received en email a month ago telling me that a would get a refund o the same payment method that I used but it never happened.
Should not write easy return on their website. Not going to buy again, very unplesant and complicated

I've shopped here for over 10 years and it has got worse and worse - literally the worst customer service experience ever! TANVI who I have just spoken to is the disgracefully rude and how they have a job somewhere like asos is terrifying. Please look into their chats as they need some serious training, if not to be dismissed as their lack of professionalism is apalling.

If I could give zero stars I would! They quite clearly delivered my parcel to the wrong house and left photographic evidence of this and when I contacted customer service they were completely useless and refused to give me a refund or investigate. I’m still without my parcel and yet they have deducted the money. I will not be shipping there anymore which is sad as I was a regular customer, very disgraceful way to treat a loyal customer and with photographic evidence as well.

Ordering and delievery fine but … customer service 😳
Firstly instruction on how to return are hard to follow.
Secondly order info disappeared once refund requested
Thirdly found eventually no label print out due to paperless.
Fourthly scanned at PO
Fifthly parcel… was returned to me after six days!
In addition there is no evidence of my order in my account online or in the app.
Furthermore no order confirmation sent to email or delivery link. So now stuck with purchase! Oh did I say I contacted them? At 11.41 I spoke a au assistant, who referred me to a live advisor … I was 69th in the queue. When linked to him… no interaction ( must have not been live) chat then got closed down supposedly due to inactivity but I was asking questions. On new chat aI assistant forwarded me to live assistant… 91st in the queue. Eventually live assistant unable to help due to missing info so asked for someone higher… put in a queue! By this time it was 14.32 but got sane assistant. Suddenly chat was closed down at 14.39 and …. Still no resolution to the problem, still have the parcel and no refund.
Won’t be using asos again. Really gone down hill. 😔

I bought New Balance (brand partner) trainers from ASOS. Ordered UK 6 received USA 6 which is a UK 4. Trainers were now out of stock so asked if they could price support another pair. ASOS cannot support as NB is a brand partner. Contacted NB as they shipped the goods & was met with poor CS again & told they cannot help & to contact ASOS!
Checked again & the size I needed was back in stock (most likely another unhappy customer return with the wrong size) so I ordered another pair as I had my heart set on these. They have just arrived in the wrong size AGAIN!
Contacted ASOS to be met with the same response & to be told there was clearly an issue with NB so not to try ordering again for a while!!! I asked if they would contact NB on my behalf to be told no & my only option is to return them to NB.
I’m appalled at the lack of customer care here from a company this size who clearly can help but just simply don’t want to. Last time I order from there now!

Inpost says they delivered my return back to asos, but asos says it hasn't arrived yet. I've been trying for days to email them but it says their inbox cannot take messages because it's constantly full and the chatbot doesn't have an option for my issue, so I literally cannot get my refund.

The worst neck I've ever seen literally snapped when I opened it

Lost my parcel really don't care and are fully aware it's lost terrible service !

No customer service whatsoever. Managed to speak with head office who said they could not help as I have not received my order. He said he would put me through to someone and then the phone went dead!! Absolutely disgusting. WOULD NEVER USE AGAIN - BEWARE !!!!!

Absolutely shocking customer service! Parcel never arrived, advised it had been taken to local pick up point. Went to collect it the next day and was advised they don’t have it! I’ve emailed asos 5 times now and they just state ‘I can see our carrier have your parcel and it will be delivered today’ 6 days later and nothing! Cannot speak to anyone but AI Chat! Will never shop with ASOS again!

0 if i could Asos has become a scam!
Dont not buy with them, they say you have 15 mins to cancel an order, the button doesnt show! I asked customer care within the time frame oh we cant do it... then i said cancel the whole thing as i needed next day and paid next day... only some things qualify... wtf. Then when i said cancel the premium oh it has to go to their "specialist team" whatever! To cancel it you need to do so before the you get a delivery.... now if you do it for next day how the hell are you meant to cancel it. Set up to fail. i found you can complete a withdrawal from but suprise suprise on the form the email doesn't work and the address is general meaning it could get lost... not to mention you only have 14 day to do this! CON CON CON

Almost every return has had to be chased and requested well over the 10 working day periods. I now believe that they don’t issue refunds on purpose to see what they can get away with. It is only when I have chased a refund that they seem to process it.

NEVER EVER again will I shop here. They have twice sent out the incorrect item, I ordered a dress from & other stories and they sent a totally different cheap and tacky dress, I sent this back and they sent a replacement and AGAIN sent totally the wrong item this time again wrong brand, smelly, no label, looked like it had been sitting around on the warehouse floor for the past 10 years. Again have returned, now received an email saying the return has been rejected??? As it is in an unsuitable condition I KNOW ITS UNSUITABLE THIS IS THE WHOLE ISSUE.. have tried so many times to resolve with emails and online chat and it’s like talking to a brick wall they just will not resolve the issue.. at this point I think ASOS is actually operating as a fraudulent scam company sending out old items with no label and then refusing to refund when they are returned.. one way to get rid of old unwanted stock I suppose.. I have reported them to trading standards. I would strongly advise against ordering I don’t know what happened as they used to be a good place to shop which I trusted as I said never again.

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.

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.

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!

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.

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.

No delivery, no refund, customer service cutting you off on live chat. Absolute shock of service