ASOS.com Review

Beautiful facade. London has a surprise around every corner.

they returned me only 30,93 (rub) instead of 1960 (rub)for the order. Now I will not recommend it to all my friends. I will never buy anything here again. This is the worst shopping experience ever.

Customers service totally useless. I did a complain and hope they gonna handle with it. I'm done ordering from ASOS.

I ordered from asos, my package was delivered to my neighbor and I did not know ... to find my package asos blocked my account for not having to find my package! I rang all the doors of my street and I finally found my package. Today I would like to return items that I do not like and I need that for me to unlock my account, I contacted the customer service he repeats for 2 months every week "we come back to you But of course no one comes back to me! I will not let go!

way too much plastic packaging which isn't even made of recyled plastic and too many plastic mix clothes

Possibly the worst customer service i ve had in years. Waited over a week for a next day delivery which is still god knows where? ASOS used to be the best but unfortunately are now very average. If not, below...

ASOS would be a fantastic service if they didn't use Yodel as their courier company. I don't think I can or will order from them again until that changes. Using Yodel virtually guarantees you will never receive the packages or if you do it will be two or three weeks late.

I wish I could give them a -5 star rating if it were possible. I received not only the incorrect color but the incorrect item entirely. I contacted their first customer service representative via their online chat regarding this matter and he/she did not answer my questions directly, rather he/she gave me multiple bitly links to information I already found on their website. He/she was completely clueless! After following his/her directions and returning the item and providing their next customer service representative with postage receipts for receiving AND shipping the incorrect item back to them, he/she states that they will provide me the full amount. However, a 3rd representative later contacted me to tell me that they will NOT refund me for the receiving costs even, though it was a clear mistake on their company's end and I was originally told they would refund me for it. But I ended up paying for receiving costs for an item I did not order. So I ask for the shipping costs to be refunded at least and MANY emails and customer service representatives later, the 6th and 7th representative claims they CANNOT provide me the refund through my ORIGINAL METHOD OF PAYMENT (Paypal), even after I provided my Paypal link AND the 5th representative stated the following: "Your refund would then be processed and take 5-10 working days to process back to your PayPal account." The 7th representatives could not provide me a reason why in writing or the company policy stating that Paypal refunds CANNOT be processed through Paypal, even though it was the original method of payment for the order.

This has been by far, the absolute WORST of worst experiences with not just customer service, but with a company in general. I honestly cannot comprehend why a company such as ASOS cannot process a refund through the default method of payment, contradict every claim in every other email, AND SEND A NAVY BLUE JACKET WITH A LABEL OF PINK, to an order for a pink jacket. I have been patiently cooperating with their completely disorganized customer service representatives for the sake of getting AT LEAST $156.42CAD back of the $204.28CAD I paid for the trouble of receiving and returning something I didn't even order.

When I later inquired about my refund on the date I was told I should receive it, their representative tells me they cannot refund me because I needed to provide proof that I used my Visa as the method of payment. ABSOLUTELY APPALLING HOW DISORGANIZED THEY ARE! I had to underline and bold my next email as if I was talking to a four-year-old to help them understand that I used Paypal as my original payment method for the order but was FORCED BY THEM to LATER change my payment method to my Visa in order to receive my postage payment, so THAT was why there was, OBVIOUSLY, no record of a Visa transaction for the order. I provided the next representative proof of my Paypal transaction and they tell me it's past the return date. Of course it was past my return date, because it took days of speaking with incompetent customer service representatives.

I hope that this feedback will prevent another customer from going through this HORRID experience and waste of time. I lost money for a RIDICULOUS mistake on their end!

Worst customer service ever! Like writing with robots. Premium delivery is a joke! NOT ORDER!!!!

I will contacting Watch dog for my money from ASOS .

So disappointed with my order. Was charged almost half the price in duties and then when my item didn t fit had to pay another 22.50 to ship back which in the end was close to my entire order cost. Not to mention the shipping took forever. Do not order if you are from Canada.

I never had any problem with ASOS but this time they really disappointed me!
I ordered my stuff about week and a half ago and it never arrived! When I go to track my order it says that the delivery attempt has been made but I was home all this time! it looks like the delivery guy doesn't even try to knock the door. When i contacted the customer care they were unable to help me at any point.

No idea why ASOS have teamed up with On The Dot. They only deliver between 6pm-10pm, which is something ASOS don't state when you choose your delivery option. I set the delivery address as my work address which is closed by 6pm. I got an email from On The Dot, when they failed the first delivery, that they would attempt two more times however when I called their customer care team they said it had already been returned to ASOS, after one failed delivery attempt. They didn't even give the option of picking it up from the depot. I now have to wait up to 14 days for the parcel to be returned and refunded from ASOS and then re order for the same issue to happen again. No more ordering from ASOS now. Why did On The Dot promise to redeliver twice and then not do it? The exact same situation happened to my colleague. ASOS customer care literally do not care and will pass the blame onto the courier when they are the ones who have a relationship with the courier, not the customer!

Asos is great when things have to go fast and you don't expect too much.
Here you can shop cheaply.
Unfortunately the quality is sometimes poor, but here I have had a good experience with customer service.

Never ordering from ASOS again. Ordered a dress with a black Friday discount at a DPD delivery point. I was unable to track the item through the DPD link on the ASOS website (there was no information with the postcode provided). Nobody from ASOS or DPD bothered to contact me that the parcel had arrived, and now it will be sent back. I was advised to reorder, but I will now lose the promotional offer despite not being responsible for the delay. Don't expect any customer support from them if anything goes wrong.

Amazing building, I really liked it! And cats in the front are gorgeus!

Never experienced such bad customer service my whole life. Impossible returns process, disgusting customer care. I want my money back asos.

The worst shopping experience in my whole life, rude and useless customer service, all they say is they don t have any information at the moment, promised that someone will contact me within 48h, 3 days later of course nothing. Save ur More

Order never arrived, items weren't resent, chat assistance was very frustrating and no refund has been given. ASOS lost a customer today.

I bought in ASOS Spain as a Non-EU Resident, but traveling a lot to Spain. I ask them to provide me with a proper invoice (with the corresponding mention to the VAT amount applied) in order to get it stamped at the airport and it seems they don't know anything about tax-free/VAT refunds. Emails back and forth for 3 weeks now... Still waiting for a proper answer.

They don't have a phone number where you could call and discuss more easily and quickly and get to final solution to the issue. Each time I send an email, a different person replies... There is no way to get a proper response from them... Just running around...

It is easy to give them 5 stars the first time you buy something, it gets delivered on time and you can return part of your order with no issues. But when you do it several times, you start suffering their flaws... Did the same thing with Zalando Spain and never had any issues. Probably is better to switch to their competitors.

I hope some manager or someone with just 10 minutes to read my emails properly gets in contact with me to solve this awful situation.

Full of beautiful youngsters doing their thing. Bless em!

First of all, why ya'll complaining about the delivery here? This is a review of the actual HQ building. Anyways, this is a nice office especially with the up and coming renovations. Would give it 5* if there were more lifts.

Their webshop's customer service is a joke. They don't update their customer database. If you change your e-mail adress and want to refund/replace a faulty item that was purchased when you had the old e-mail adress. So if you have to change your e-mail adress due to security reasons or whatever, you are screwed.

Customer service has been shocking hermes lost my parcel and ASOS will do nothing to help with that even though i have sent their customer service team screenshots of hermes telling me this. WILL NOT BE BUYING FROM ASOS AGAIN

Spoke with their customer service on web chat due to my account being disabled and they could not unblock it instantly.
The answer they gave was in 1 hour it would unblock, which was false as account is still blocked. Very disappointing customer service

Pitiful customer service, very long repayment terms

So ive ordered a big order, they emailed me in the morning before my delivery that woops we are out of stock of your pants, after i paid for them, so after that i was like whatever i will order new ones, they emailed me again saying they More

i got a faulty dress . the wrong size... shoes can't fit. i will never buy for that asos again .

Great place to work! Amazing restaurant inside. Fast IT helpdesk, huge office almost a maze

worst customer service , 1 hour waiting answer from them by the phone . feeling as no one care at all . i waiting my order 2 months , i want just cancel it and back my money . first time in my life i see that kind of ppl

What a customer service.... #WORST. Kicked me out of the conversation before solving the problem and without me agreeing.

The major problem is incomplete REFUND - I have returned the full package, however, ASOS has refunded me less than what I have paid. It is because apparently my returned package is not reached the minimum spend... (Note** It was reached the minimum spend when I placed that order, hence I was able to apply a discount code.) BUT now, It is apparently not being reached.... IT IS because they are using a current discounted price on one of the item in the package to calculate the net refund to me. NOT using the old full price which I have paid for that item... therefore Ofc the net price will be less than minimum spend.

It is very ridiculous for ASOS to took out part of my money for that reason? I m more than happy to chat and explain to your CS if they don t randomly kick me out of the chat room again.

Absolute rubbish. Next day delivery is rubbish. Refund team is rubbish. I'm not Lying, worst experience ever.

Very good until they loose and order. This has happened twice now and it s very difficult to get any information or speak to an actual person. The complaints process is non existent and when you do complain there is no genuine apology or attempt to make it better. Still waiting for information on a parcel that I was expecting over a week ago. All I get from ASOS is we are following our process and apparently someone will get back to me in 24 hours-which was 48 hours ago. Shocking, difficult and incredibly scripted responses from the customer care team! Will not be buying from them again.

I PLACED AN ORDER ON 11.08.2017 FOR NEXT DAY DELIVERY AND TO THIS DAY I'VE YET TO RECEIVED THE ITEMS THAT I PURCHASED. I GOT A MESSAGE FROM THE DELIVERY COMPANY SAYING IT WILL BE DELIVERED ON 13.08.2018 BUT NO INFORMATION FROM ASOS AS TO WHY THERE IS A DELAY. A FEW HOURS LATER, AFTER I'VE SELECTED MY DELIVERY TIME SLOT THEY SENT OUT A STANDARD MESSAGE SAYING THERE IS A DELAY AND OFFERING COMPENSATION TO CUSTOMERS WHO PAID FOR THE DELIVERY EXCLUDING THE PREMIUM CUSTOMERS, SO I SENT AND EMAIL ABOUT THIS BUT NEVER GOT A RESPONSE. CONTACTED SOMEONE ON THEIR CHAT SERVICE ABOUT THIS ISSUE ON THE DAY OF THE DELIVERY AS THE DELIVERY TIME SLOT HAD PAST AND I STILL HAVE NOT GOTTEN MY ITEMS AND I WAS PROVIDED WITH THE MOST UNPROFESSIONAL PERSON NAMED TAYYIBAH WHO WOULD NOT HELP ME AND INSTEAD QUOTED ME THE TERMS OF CONDITION AND THEN ABRUPTLY ENDED THE CHAT TELLING ME SHE CANT HELP ME ANYMORE. AS IT WAS A SUNDAY I COULD NOT SPEAK TO ANYONE OVER THE PHONE SO I DECIDED TO CALL ON THE MONDAY AND SPOKE TO HANNAH WHO WAS REALLY SWEET AND HELPFUL AND TRIED TO HELP ME WITH THE ISSUE. SHE TOLD ME A THE END OF OUR CALL THAT SHE WOULD SEND A CONFIRMATION EMAIL BUT I NEVER GOT THIS. I CHASED THIS UP THROUGH THE FACEBOOK MESSENGER SERVICE AND SPOKE WITH SEVERAL PEOPLE BUT NONE OF THEM HELPED. I JUST WAITED FOR THE DELIVERY TUESDAY AND WEDNESDAY IN THE HOPES THAT IT WILL TURN UP BUT AGAIN NOTHING SO THURSDAY MORNING I DECIDED TO CALL DPD THE DELIVERY COMPANY, AND TO MY SURPRISE THE PACKAGE WAS MARKED LOST. THE GIRL I SPOKE WITH INFORMED ME THAT IT WAS SCANNED INTO THEIR SYSTEM BUT NO FURTHER INFORMATION HAS THEN BEEN PUT IN SINCE THEN. SO IN A VERY INFURIATED STATE I CALLED ASOS SPOKE TO A RUDE GUY NAMED ROSS WHO TOLD ME THERE SYSTEM IS DOWN SO HE CAN'T HELP AND I JUST HAVE TO CALL BACK LATER, AS YOU CAN IMAGINE THAT MADE ME EVEN MORE ANGRY. HE SHOULD HAVE AT LEAST OFFERED TO TAKE DOWN MY NUMBER AND CALLED ME BACK ONCE THEIR SYSTEM ISSUE WAS FIXED BUT INSTEAD HE HUNG UP ON ME. I CALLED BACK RIGHT AWAY AND SPOKE WITH A GIRL NAMED TAMALA, AND MIRACULOUSLY THERE SYSTEM WAS BACK UP AND SHE COULD NOW HELP. I EXPLAINED TO HER WHAT THE ISSUE AND SHE TRIED TO HELP AND PROMISED THAT I WOULD GET A REPLACEMENT FOR THE ITEMS THAT I ORDERED THAT IS NOW LOST AND ALSO GET A MANAGER TO CALL ME BACK. I SAID TO HER THAT I WANT THE MANAGER TO CALL ME BACK IN A FEW HOURS AND THAT SHE WOULD SEND ME A CONFIRMATION EMAIL AND AGAIN LIKE THE LAST TIME I NEVER GOT THE EMAIL AND THE CALL BACK FROM A MANAGER NEVER HAPPENED. TO ADD INSULT TO THE INJURY AN ITEM THAT I SENT BACK TO BE REPLACED FOR A DIFFERENT SIZE ON SATURDAY ARRIVED WHILE I WAS ON THE PHONE TO TAMALA, SO THIS JUST ADDED FUEL TO THE FLAME. I DECIDED TO CALLED BACK AFTER NOT HEARING FROM A MANAGER AND SPOKE TO MARY WHO WAS REALLY RUDE AND VERY CONDESCENDING AND REFUSES TO PUT ME THROUGH TO A MANAGER AND SAID THEY HAVE PROCESS AND THAT I'VE TOLD THIS ALREADY SO SHOULD JUST WAIT. I CALLED THE HEAD OFFICE TO SEE IF I CAN SPEAK TO SOMEONE IN CHARGE OF THE CS TEAM BUT AGAIN NO ONE CAN SPEAK TO ME AND WAS REDIRECTED BY THEIR RECEPTIONIST TO CALL THE CS TEAM. I CALLED THE CS TEAM YET ANOTHER TIME AND THIS TIME SPOKE WITH ROB WHO WAS VERYS SWEET AND TRIED TO HELP COME TO A RESOLUTION, I REALLY THOUGHT THAT IT WAS RESOLVED BUT STILL LEFT ME VERY DISAPPOINTED. TODAY, I GET MESSAGE FROM A GIRL NAMED TASHA THROUGH THEIR FACEBOOK MESSENGER NOT EVEN VIA EMAIL TO SAY THEY TRIED TO REPLACE THE ITEMS BUT ITS OUT OF STOCK SO THEY ARE JUST GOING TO REFUND ME THE MONEY BUT STILL SEND ME THE ITEM THAT IS OUT OF STOCK, I SHOULD HAVE AT LEAST BEEN GIVEN THE OPTION TO CHOOSE TO GET A DIFFERENT SIZE CONSIDERING IVE MENTIONED ON TWO OCCASIONS THAT I WIL BE WEARING IT FOR LONDON FASHION WEEK BUT NO THERE WAS NONE OF THAT. I CALLED TO SEE IF IT WAS POSSIBLE TO JUST GET A DIFFERENT SIZE BUT WAS TOLD NO THEY ARE PRETTY BLACK AND WHITE WITH REPLACEMENTS AND THAT THEY CANT DO ANYTHING FOR ME ANYMORE. I AM STILL VERY DISAPPOINTED AND DEFINITELY QUESTIONS WHETHER I SHOULD REMAIN A CUSTOMER.

Used to go there for work. Brilliant art-deco building, with almost all modern amenities.

Gradually going down the drain. I have spent a lot of money over many years on ASOS yet this past year I have received terrible declining service. From receiving faulty goods to completely wrong products to being lied to about failed delivery attempts (and most recently being told at 3pm on the delivery day that actually they weren't going to bother delivering) and evasiveness when questioned about reasons for no delivery and lack of communication - I do not trust this site at all anymore!!

I don't know how to delete a review, but I'll agree with you all. Returns suck.

Attended Agile meetup event.
Easy location by tube and great building,,/ venue
PS Office bldg - No shopping!

If I could give negative stars I would. ASOS has literally ruined an entire event! I ordered over a week ago. They told me my items would be shipped and delivered in two days. Here it is 4 days AFTER and I cant contact anybody and the people on the chat are very rude and no help at all! As long as the internet is up and running I will post on every social media outlet about this HORRIBLE RIGID COMPANY! THANKS FOR RUINING EVERYTHING

I advise against ordering here, you probably will not get your goods anyway. I ordered on 3.06.19 and should come the package on 13.06. Until today it is not even on the way and the so-called 'customer service' is nothing more than a bad joke. Actually, one star is still too much of a good thing.

Great, I'm a premier delivery customer which is fantastic, good range of items, however some items of their own brand/cheaper brands available on their site are not that great a quality

I have had Amazing Customer Service from ASOS.

After purchasing a faulty garment the team really looked after me, refunded my faulty item and even replaced another item that was damaged due to colour run. you really cant ask for better than that.

I also pay for the yearly next day delivery which is crazy good value for money.

I GAVE 1 STAR BECAUSE I HAD TOO. It is really 0 Stars.

Asos like many online retailers rely on the logistics company HERMES for your delivery. If you know anything about Hermes logistics then you know your products are coming late if at all. A lot of these online retailers need to take a leaf out of amazons logistics structure and focus on the whole customer service experience of actually getting goods to customers and on a day we specially pay the extra charge for them. Instead ASOS focus on building the perfect streamline e-commerce payment system websites that enable seem-less easy buying so their is Zero issue with them taking and banking your money. Which is Fine, but then ASOS invest in the delivery infrastructure to give the same first class customer experience after the sale. This is why I am a frequent of online retailer MR Porter. Designer gear thats pricey but they run a fabulous supply chain service for an online retail store. They have exceptional customer service and time slot deliveries. ASOS my advice is drop out HERMES logistics because as outfits like Amazon logistics get better and better you will fade into the distance as peoples growing online efficiency demands need to be met.

My biggest disappointment!!!

Send 4 email with pictures attached. No response.
So bloody unhappy!

Terrible customer service ... seems once the money is in their account they do not hold them selves responsible any time after... my package has come from london to dubai to london to duabi ... the email response is automated ... then u wait 10 days ... then a rude email telling me I need to contact the delivery company....

All of this due to the website taking my Dubai Adress but not allowing a duabi phone number ... why wad my number even needed if my address was correct!?

bad service. Ordered 3 weeks ago..still waiting for my clothes.

Only walked past outside. How do i get in and get this discount i hear people talking about?

Worst customer service. My order was COMPLETELY wrong and I had to argue to get my correct refund. I was sent dresses I did not order and others that were damaged. The dress I wanted was missing completely.
I sent back all of the dresses (4) total and was refunded for only two (2) dress. I called all the way to London from the USA and no one would let me speak to a supervisor. I held on for more than 40 minutes and finally hung up phone.

I have been purchasing of Asos for years now and they never prove me wrong. Delivery time takes aprox 11 days as i am in Greece and find it very reasonable- free postage is amazing! Their products as always slayin!!!!

Booked next day delivery before holiday, sat home all day waoting for it but no show. Wanted to save some time but wasted a lot of my precious time. Avoid unless you don't care when it's delivered.

Professional company with reasonable prices, expert packing, quick delivery and free returns. Always great quality and range of clothing for all age groups. I've never looked back. Helpful online chat advice too :)

Absolutely appalling company. Not even sure they understand consumer law. Avoid.

Premium delivery is a scam!! Don't sign up for it! I paid for UK premium delivery and assigned a next day delivery to a London address. Not only they failed to show up, lied about re-deliver later the same day, they even deliberately changed the delivery day without my consent and sent me a notification to "confirm my request to change the delivery date" which request I've never made!!

Custom service team is a joke, I cannot get any helpful advice. They literally told me, the delivery date is an estimated date, there's no guarantee. Then why on earth did you charge your customer more for "premium delivery", ASOS?? I like your clothes, but your service quality is unbelievable poor! Please train your staff well enough before start providing so called "premium service"!!

Great place for company meetings. Security on point

Will never shop there again.

Be careful that they intentionally made the return extremely difficult for you.

I made two orders, one to Austria, was returned automatically without me even receiving it. and they cannot provide a sound reason.

The other to Singapore, I received, tried on, and needed to return. the procedure is the most complicated I've seen: you need to enter BY TYPING "product description", "code", "price", "quantity", etc. Really, grocery shopping here is easier to report a problem of your items. And the delivery company never came to pick it up, I contacted all personnel I could, both from the delivery company and ASOS, yet they were simply ignoring me or copying and pasting rules, and not helping at all.

Extremely poor service. This is my first time ordering and will likely be my last as I ordered my items on 7th July, and was told I should expect it by 12th July. I then called Asos on 13th and they tell me its out for delivery as soon possible (whatever that means), so I asked does that mean today, tomorrow? They tell me that can be in the next hour possibly but if it doesn't arrive before 19th July, then call us back because that will be a cause for concern...
IT'S ALREADY A BLOODY CAUSE FOR CONCERN!!

It's now 20th July and i still have not received my order. My new expected date of delivery is 23rd July! I am told i can get a refund if it doesn't arrive by then. Absolutely ridiculous!!! This is the first and last time i order anything through Asos.

DON'T BUY AT ASOS!!!
KAUFT NICHTS BEI ASOS!!!







Update: 03.01.2019


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Worse customer support: After about 15 mails to the "Customer Care Team" with the request (begging) for refund, nothing happened! Only the same standard answers, no one has yet managed to take care of my request!

I would recommend you not to buy here! Look around somewhere else.

Update: 03.01.2019
The refund has been received.

Shame on you.
Order ordered for 24 hour home delivery, order not received within 24 hours and to pick up at a relay point (when I have filled in my details correctly on the asos site). Never again would I recommend to you, whether it be me, my family, my friends and my twitter subscribers. From the reviews it seems like your habit to be scammers

Authentic, Brave and Creative

I am writing this review the 1st I have ever written with disappointment. I placed an order on 7/28, received confirmation that the order would be delivered on 8/1 or before 8/1 (saved confirmation). Later, I received an email that outlined the 8/2. I reached out using the chat option. I spoke with an agent that informed that their was a glitched requested that I send over a screenshot of the confirmation I received) and apologized but the order would be shipped and received on 8/2. If there was any way the order could be reissued to another address or even refund and re ordered on my dime. (ugh) Needless to say the agent was unhelpful, when a manager a requested I was informed that could not be done, but "sorry for the inconvenience." I decided to request another chat and later another after not being helped. This order was placed with importance and expectation that it would be delivered by 8/1. No one, was willing to escalate other than provide options for the customer to purchase again. This goes against everything this company stands for. I have referred many people based on prior experience.

I was disrespected and dismissed

Never again, if I can give 0 star I would. Ordered 2 dresses. Didn't arrive. No apology or explanation. Next email received , dresses out of stock. Sucks!

Cheap and cheerful cinema. Relatively clean. How cinemas used to be in the good old days (Before multiplex's)