Overall ASOS is a great company but with recent experiences with their customer service I find that some staff are very unhelpful.
I spoke with Ellie on the web chat and I felt she was very unhelpful.
Phoned up ASOS and ended speaking to a lovely girl who got my issue resolved straight away.
Can be hit and miss, depending on who you speak with.
Stay away from ASOS worse customer service ever.
I placed an order and they keep sending the same email saying it s been delivered and to check with my neighbours and post office. Which I have done this order was a large order and never did I think that they would not deliver.
I ve posted a complaint but they don t care.... I feel robbed and ASOS will not help me...... I don t understand why they would not want to help.... stay away!
After they take your money, they won t send the purchase to process, they ask for a photo ID and bank statement (for a pair of shoes)
They didn t have a problem taking the money and another 10-14 days before the refund is processed. This should be illegal. All the requirements should be clarified and clearly stated that they require highly sensitive information, and not just to look at (as in the case for buying tobacco or sharp objects. No they ask you to send these documents via email. They are collecting information via insecure methods all for the promise they will delete it after 30 days? How do I know what my photo id is being used for during those 30 days? How do I trust nameless staff members with access to these info? How do I trust that they will actually delete them? I highly doubt these actions fall under privacy protection. Unacceptable
Worst company for product and especially customer service!!! I waited weeks for order, then waited again for someone to update on arrival, then again for someone to call me on delivery charges! I was charged an extra COD on top of original online ordering prices. Clothing sizes are not labeled properly! Be weary and do not buy!
This the worst company ever ,,, if I can give them 0 ,, I would
If i could give no stars i would. Absolutely useless customer service. Definitely won't be using them again.
Deliveries up until 10pm! that is ridiculous if you're trying to receive at a work address.
And you can't cancel, you can only send back. BUT I HAVEN'T RECEIVED IT AS THEY KEEP TRYING TO DELIVER AT 8.30PM, SO HOW CAN I SEND IT BACK?
The worst customer service ever! Apparently if you use a discount code and then return the item after ordering a different size in a separate order then you aren t entitled to a refund. I paid for the same jacket twice and have 1 jacket because I returned one of the sizes for a refund now I am being told 2.5 weeks after returning the jacket that I am not entitled to the refund because of the discount code I used. So send me the jacket back then?! Oh wait nope they won t do that either! I won t be using the service again. Once my husband uses his birthday voucher that his family got for him neither of us will be using the site and will be telling all our friends and family not to. You ve lost a loyal customer
Honestly, if I could give them zero stars I would. I ordered a cute bralette from their site and was shipped a completely different item. I contacted their help line and was assured it was a mistake and they'd ordered a replacement. I waited and waited, then contacted them again. The first person had not, in fact, ordered me a replacement. I was told again that a replacement was on the way, this time with overnight shipping. I said thank you and closed the chat. I then received an email the following day that my order was canceled because it was out of stock and ordered me to send back the incorrect item for my refund. I replied to the email that I was really frustrated and didn't get a response. I contacted customer service again to express how upset I was and they listened for a couple of minutes before complaining that there was a queue and ending the chat. They may have decent clothing, but God help you if you actually need to speak with someone about your order. They'll lie to your face and hurry you off the line.
No goods received, although I have paid the money for a long time. on demand you could not explain to me, where my package is ... "but please transfer quickly, so that Klarna does not charge dunning fees." Thanks for nothing
I tried to call their customer service but no answer. They use Hermes Courier service to deliver parcels in UK and they need to stop using them Hermes is APPALLING. My daughter bought a present for her mother online and had ASOS deliver it via Hermes. We never got the parcel and no info on what happened to it. ASOS sent it again and it has not arrived when they said it would. Looks like it happened again.
So ASOS stop using Hermes, they are a nightmare.
You do not get an invoice, several emails are written, but it seems impossible.
Terrible customer service and terrible delivery.
I paid for the next day delivery and was to expected to arrive on 7th August, today is 9th and I contacted them and they told me to wait 10 days for someone call me back, and now I contacted them AGAIN and they told me that is with delays the delivery and I need to wait until 17th August??????
Never more!!!!
It is a shame as I never had problem with them before. Very disappointed, you ve lost a client.
Still waiting my parcel as I will go travel and want my things quickly.
I have been a customer for years and have to keep asking for a refund because one item was overlooked. It's now been almost a month and I keep getting additional questions or am simply ignored. When you try the chat, they simply disconnect if you are not from the UK. Luckily it's only a small amount of money, but I will now spend my hard-earned money elsewhere.
Another poor one for ASOS. By mistake I ordered an item to the wrong address. This is easily done with the fast check out, not easy to see which is your default delivery location. I realised I would not be able to retrieve the item from the address it was being sent to due to a location change. I contacted the life chat and asked if the order could be cancelled or altered (only just past the 60 min cancellation period). My response consisted of an extremely mildly personalised version of the FAQs - which I'd already read. I understood the cancellation policy, but was querying if there was anything that an actual human could do to override the automated 60 min cancellation policy for the circumstances. More FAQ copy and paste answers followed. More than happy to take my order and money - less than happy to accommodate my needs. Sort it out ASOS.
Really cool enviroment and extremelly friendly staff.
BUYER BEWARE - Would give a ZERO if I could. Ordered a jacket. They sent the wrong colour which they fully admit. They will not refund my full expenses. There is no phone number for customer service, you need to email etc. and then you constantly get the run around. Fully and completely, ASOS sucks.
this is one of the best hassle free online shopping experience. Received the delivery in Australia at expected time. The return of the items was a breeze and free. The refund was done promptly. The stuff i bought didnt fit me so i had to return but defo will be buying soon.
kudos
if I could give 0 stars I would
I absolutely wont ever shop here again. They have provided me with a faulty item and then a faulty returns label and refuse to help me. they ignore me copy and paste template emails. they refuse to escalate my complaint.
they must have spent more dealing with my emails then the refund would have cost them.
I see them going down in the future.
I m likes the two big cats in front of the building.
Worst customer service of all online shopping - evasive, impersonal replies, no desire to help with queries.
ordered items for next day delivey, 3 days later no delivery. Apparently the package was damaged for the last 2 days now it has gone missing. they wont even give me my money back until they find the item...AVOID!!!!!
Oh and to add salt to the wound, management was suppose to all me back in 24hrs, no reply. they dont even have a complaints procedure.
I am cancelling my next day premier account and going elsewhere.
I ordered two pairs of sunglasses, they never arrived on the estimated order date. I asked ASOS for a tracking number and they didn't have one but told me to check back in two weeks. I chatted with 6 people total on their online chat system and was promised a refund twice but after waiting and waiting and discussing online for 3 weeks past the delivery date "Alice" and "Luke" from chat denied me a refund and both closed the chat. Very disappointing that a company as big as this can't afford to pay $1 for tracking for their customers well being.
Awful customer service. I ordered a shoes which was delivered to wrong address and when I explained this to customer service team they basically said we will get back to you in 10 days. When I asked for explanation customer service just stopped the chat. They really need to invest in providing better customer experience. I am not coming back as customer.
Absolutely atrocious service! I ordered Timberland boots as a Christmas present for someone and got it delivered to my their place, first of all it took more than 15 days for delivery and when my friend opened it on Christmas day it was the wrong size! I spoke to the customer service team and they told me to return the item and they will send out the correct size. Now that they have received the item they are refusing to send out the correct item. They are insisting on refunding the money and telling me to buy the item again which is obviously full price now! What a scam!!! This is probably what they do with hundreds of people are Christmas just so they can make the money back from their scam sale! Wouldn't even give them one star!
Bought bag via internet. Terrible customer service. Many written empty promises. Never again.
The best ASOS head office I have ever seen. Love the cats
Do not order here. Part delivery of the article is understandable but the communication disaster after that is the worst. Customer service is a joke and does not help in any way. I assume that my money is gone too.
Good staff, amazing people I have worked with. It s a business that in my opinion drives success because of the employees. There are always exceptions, divas buyers and so, but they are everywhere across the fashion industry so do as everywhere else, ignore them and enjoy to work with such professional and focused humans.
Ordered a pair of shoes online as a gift, Women's Stan Smith Size 5, and ASOS sent me a size 5 Men's and then proceeded to tell me over and over again how I received a size 5 Women's. Not admitting the mistake is annoying, but not annoying as charging over $25 in hidden COD fees, and $25 to return the item to their warehouse so that THEY can choose whether or not they made a mistake.
P.S. Your online size guides aren't wrong. If the shoes you send me are men's shoes instead of women's, the product is incorrect.
I would STRONGLY advise people to steer very clear of ASOS if you would like to receive your item or at very least, keep your money secure.
I ordered a very expensive item on the 23rd July this year, as a birthday present for my sister, the date of which is fast approaching. Hermes was used to deliver the item (first mistake on ASOS's part as this company is notoriously awful). I expected the delivery yesterday afternoon, which I waited in for. It didn't arrive so I checked the tracking details. I noticed, very oddly, that the driver had requested a return to sender before even attempting delivery. I can only assume he/she was running late on their day's deliveries so just thought 'ah well, scrap that one, save a bit of time'. The item was then apparently sent back to ASOS without even letting me know.
I contacted ASOS about this matter, explaining that obviously, this is not my fault as I was in the house all day and no delivery attempt was even made. They then told me (via clearly scripted messages) that I would have to wait 12 days or more for them to get the item back and then refund my money or resend it. This is completely unacceptable as I have had my money taken (and not a small amount either) through NO fault of my own! They are now just saying they refuse to do anything to help me and to top it all, cut me off on the chat, saying 'I can't help you, so I'm going now'.
I've never known customer service quite this shocking EVER. I get that the problem may lie mostly with Hermes' lazy delivery drivers, however, it was not my choice nor knowledge to use Hermes, so I expected at the very least, for ASOS to say 'okay so this isn't your fault, so we will round you immediately and take this up with Hermes'. But instead, I just get fobbed off.
Luckily (the only saving grace here) I paid via PayPal who have listened, taken my side of the argument and opened a case for me and have taken the money back from PayPal (up yours ASOS! :D) but obviously I do have to wait a few days before I will get it back.
Just say clear of this cowboy company people :)
Thanks to a Meetup Group, I managed to visit this location! Great offices!
Perfect! I bought 2 pairs of shoes and they were exactly as in the pictures! Also I choosed the free delivery option and I received the order after just 3 days! I will definitely buy again !
Awful customer service experience using the Online Chat facility. After explaining my query and not being helped by "Darby" I was told "If you're done, when you're ready end the chat". Absolutely disgusting customer service. I have been a loyal customer of ASOS for circa 10 years but I think I'll steer clear from now on.
I like tje building.
Initially I though it was the ambasy of Black Panther!
We saw it on the way to Camden. My attention is the statues of the entrance
Order never received, messages without any response and of course asos never reimbursed me ... I will never buy from them again
They use polyester fabrics and have the gall to charge you over 100 EUR for a dress. Slow return and refund process. No reply whatsoever from customer service. I will never do business with ASOS again. They just suck.
Good Lord ! UNBELIEVABLE, everytime I called their customer service to get hold of someone its a nightmare... You will be placed on hold for more than half hours , I did returned a parcel for an exchange ( its says it will take 7 working days ) its been more than 7 workings days still nothing , I tried to contact their customer services, Something need to be done about that .How can u be placed on hold for more than 30minutes and Everytime is the same thing.
You can do better , COME ON ASOS !
ZERO STAR!!! I paid for a premier delivery service to have my item delivered the next day - My pair of trousers NEVER turned up the next day, i had to chase them up myself. DON'T BOTHER with premier delivery a.k.a NEXT day service.
Not only was my item LATE for delivery, they sent me the WRONG item!
When i phoned to ask about how to return the item, apparently, I'm to wait for 17 DAYS for someone to get back to me! - 17 DAYS!!!
WORST customer service and the WORST after sales service. AVOID at all cost!!!
NEVER ORDER HERE! Asos escapes every customer contact. My package has apparently been sent to the wrong address (if the package even exists) and there is no way to clear the case with Asos! I would advise against anyone ordering here. The service is under all sow.
This building used to be a tobacco factory, inside has been recently refurbished. It is known as Greater London House, or GLH for short. Mornington crescent tube station is directly opposite, and Koko across the road.
Asos is a good place to shop. Free shipping to a lot of places.
I ordered a couple of items from this company specifically for a function, but the goods were delivered late. I will not be recommending this company to friends and family.
Very poor service
RETURNED UNFIT ORDER TO ASOS MORE THAN A MONTH AGO
I HAVE PROOF OF POSTING AND THAT PARCEL BEEN DELIVERED TO ASOS ,SENT THEM SCREENSHOTS OF MY BANK STATMENTS .THEY ARE IGNORING MY EMAILS AND STOLE MY MONEY
AWFUL SERVICE
Great place with amazing people plus everyone there seem to be models so massive plus 1
DO NOT ORDER FROM ASOS next day delivery - I paid for premium next day and a week later my items still have no arrived. I have one email from asos saying the items are lost and another saying they are still with DPD and a third email saying More
Customer service is collectively useless. Don't expect help. This is from 3 different orders with minor easy-to-resolve issues.
It s been nearly 40 days, but I didn t receive the goods, See if they are refunded on the 7th!
1930 art deco building. used to be a tobacco factory, but now home to Asos and a number of other businesses
I was strike by a bike today, and the staffs saw me and help me to deal with my wounds, so much thx to them.
What a disappointment ... I ordered an item supposed to arrive on Monday 21/10 after having paid for an express delivery "24h". We are Saturday 26/10, still nothing! After several exchanges with the customer service, they assured me that they would contact me to settle the dispute "under the 24h" ... still no news from them! But obviously, the purchase was debited on my bank account. Absolutely scandalous, a real scam!
Worst company EVER. In my opinion their statement on Facebook (unity, acceptance and equality) should be replaced with liars cheats and thieves. They take money for a service they do not give and when you complain you get an email saying any further contact they receive will be ignored.
great place to online shop, would definitely recommend visit!
No reply from customer service (messenger), they charge cc before product is shipped, informs that item is delivered when in fact it s been returned from the collection point to ASOS for an unknown reason
Very disappointed. Ordered items for a wedding shower gift Mar 29. Due to arrive by Apr 18. Still not here. Response-contact us May 8 & we will check.
I m usually skeptical of online stores like ASOS, but decided to try them out because they were the only retailer that had my size available in the coveted green Adidas gazelle sneakers. I ordered a US 6, but was sent a US 5. Surprisingly, the shoes fit fine. I m still a little unsettled since I didn t receive the size I ordered, but the size they selected and sent to me works well. Maybe they know something I don t. The package arrived on time and in tact. Happy customer. But, what if the shoe didn t fit?
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First class customer service. Any issues are dealt with quickly and professionally. They have unique pieces of clothes including designer brands for reasonable prices. The delivery and ordering is stress free and they are now my go to for online purchases. I hope they keep up their good standards!
asos.com
