ASOS is a UK-based online fashion retailer founded in 2000, originally as As Seen On Screen. Headquartered in an iconic art deco building in Camden, London, it offers a wide range of clothing, accessories, and beauty products, targeting young adults globally. ASOS has a strong presence in the online retail market and emphasizes sustainability through initiatives like the ASOS Responsible Edit.
The overall reputation of the company is significantly marred by persistent customer service issues and delivery failures. Customers frequently report delays in shipping, incorrect items being sent, and a frustrating return process that often leads to dissatisfaction. Many express frustration over the lack of accessible support, relying solely on chatbots for assistance, which often fails to resolve their concerns. While some customers appreciate the product quality, the overwhelming sentiment reflects a declining trust in the company, as unresolved complaints and inadequate communication dominate the feedback. This suggests a critical need for improvement in customer service and clearer return policies.
This summary is generated by AI, based on text from customer reviews
I rated ASOS with one star cause there wasn't an option for -0 star.
I recently purchased a pair of $54.00 shoes, and was also charged $15.00 delivery fee for a total of $69.00. I live in Canada, the shoes came from the US.
I received a notice from Canada Post that the ASOS package arrived and an $18.80 charge needed to be paid when I pick up the shoes.
The charge was "COD" according to a little slip of paper stuck to the packaging. Not duty. Lame.
The shoes didn't fit properly, and in order to return them I find out I have to pay a $22.40 shipping fee to ASOS before they will print out my return Canada Post shipping label.
Someday I will likely get the $54.00 shoe cost refunded on my visa. Meantime I have paid more in fees than for the shoes that don't fit. $15 + $18 + $22 = $55 in FEES... not cool. NEVER again ASOS. You are a rip off.
Worst Customer Service ever! I have tried to reach out to customer service on many occasions. They have never helped me and always try to find reasons to blame the customer. Today I chatted with GLADYS. She kept trying to blame me for why she couldn't help. This is not the first occasion this has happened either. I am done shopping with ASOS. Never again. Senior management needs to look into the practices of the customer service department and how they treat clients. Unacceptable!
Basically, I just didn't get what I ordered at all! Then, I returned the shoes and still haven't seen a refund. The shoes I received weren't all that ugly, just not what I paid for… Do not recommend at all!
Sent me a wrong item then won't pay to print a label to send it back. Support suggested I pay for shipping and write out the address instead of using their label
I don't know what is going on with them but I will never buy from them again. My tracking number attached to my order was invalid. I began the refund process with the only contact service they have, the chat. The chat will take 5 minutes or more to respond but as soon as you don't respond within a minute they close out the chat so I ended up chatting at least 5 times. I was told they were preparing the refund and all was completed. I opened a new tab and begin doing other things then an hour later I went to close the tab and saw where they messaged me after they said all was good and have a great day and said "we are having trouble processing your refund if you are unable to respond within an hour this chat will be closed". I am utterly disgusted with them. This use to be one of my favorite sites. NEVER again
It's all fine until one has an issue. Customer service must be run by a tyrant. LOL. Three shipments and I have not received the size as ordered. I understand this next is my issue, but I cannot stand returning items that I purchase online. ASOS demands that you find a drop off location for returns and I hate doing that. Sometime, if the company ships the wrong size, etc., then eat it; they should bear the expense and just send the correct item. It just isn't worth it. I'll never order again.
Don't deal with this store. They stole my money. Have returned my order to them 2 months ago and still haven't get my money back. Wrote to them many times and every time they said we will do everything, wait 2 days. And only after learning about my intentions to go to court, they decided to return the money.
This store has a terrible attitude towards customers. I do not recommend.
Severe lack of customer service when there have been multiple issues with multiple orders. Do yourself a favor and do not waste your time or money shopping here. I've been waiting for a refund for over 2 weeks now, and when I reached out to customer service to address the issue, (considering the tracking number shows it was delivered to them over a week ago...), they did nothing to help and told me to just continue waiting. At this point I'm disputing the charges on my credit card and will never shop with them again.
I ordered a hat from this company. What I received was a bikini bottom, which, oddly enough, was the exact same color of the hat, pastel green plaid. It was in a small plastic bag featuring a label that read, Green Plaid Bucket Hat. Huh.
After much wasted time trying to communicate with the virtual customer service thingy, I was able to reach a purported human customer service representative.
So I have to return the bikini bottom before I can receive my intended purchase. Firstly the only option made available for returns is printing out a label for the return package. I do not have a printer, haven't for years. Not an uncommon situation for people in this age of paperless everything. I rarely even get mail from the postman these days, with the exception of the ads/coupon flier every Tuesday, which I have been informed would require an act of congress to stop from arriving.
A brief aside;
I have noticed this return item trend with other online companies, and I can't help but suspect it's an attempt to discourage people from returning merchandise.
Also, it seems as if I'm somehow required to pony up funds for the return postage. Wait... what?
Now that is just plain crazy.
I related my difficulty to the 'service rep' and was told to go to the library. I don't even have a library card. All my reading now takes place online too.
So this company is basically holding my purchase hostage and will only release it to me when they receive the bikini bottom.
Now, my take on this is that I never ordered this item. I made no request whatsoever. I had nothing to do with this arriving at my mailbox. This is/was through no action by myself, and now I'm obligated to spend time and money to insure that their property is received back by them.
You want it, come and get it. Send a Ups truck, or I'd even be willing to drop it off.
I was informed that was not their policy.
While I was pondering this annoying response, they hung up on me.
I was informed that since they hadn't heard a reply from me in 60 seconds, they assumed I was finished. Call it what they will, but I know when I've been hung up on... Maybe let me know there was a timer running? Of course not. Why would they do that? I'm sure after the convoluted process one endures to speak with an actual person, that a great many, myself in their ranks, just give up.
So I've decided to just cut my losses and wear the bikini on my head. I'm an old enough woman now that it's quite possible that I can get away with this kind of ridiculous behavior. It's a benefit of old age no one ever tells you about. Maybe it will catch on. In a world where they rip large holes in clothing and call it distressed, anything is possibe.
They are dealing with a very bad delivery company and the customer service doesn't solve any problem for customers and they are very rude it is a bad experience
I never write reviews but they sold me 3 items that were out of stock & instead of informing me they sent me random items and you have to hunt them down for your money back if you ever return an item even when it's been delivered for over a month. Customer service sucks and they constantly leave out parts of orders which is hard to prove to them I have them countless chances but I'm done
I bought a pair of ASOS wedge chelsea boots which after a period of 4 months split at the soles on both feet (photo provided). Under the Consumer Rights Act the boots are clearly of 'unsatisfactory quality' and not fit for purpose but ASOS (a) tell me they will provide a refund after I return the boots (but never send me a return label despite numerous chasing); (b) I return the item but they refuse to acknowledge that the item is unfit for purpose and say that I have had the product for more than 28 days and thereafter (c) refuse to deal with my complaint any further because I've had it for an excess of 28 days! Are they crazy? Stay clear - I'll never order from them again! You can see the label on the bottom as I've barely worn them
I never had an issue with ASOS until recently. The live chat never works, and it is literally impossible to reach anyone for customer service. Their "contact now" button is down, there is no e-mail provided as an alternative, and no number given. I received a dress with broken sequins and a zipper that won't zip up, and I don't know how to contact them to get help.
I ordered a few suits to try on for my wedding. The package got held up in customs and a few weeks later I received a bill from fed ex for $262. The cost of the items was about $600 and ASOS claims on their site that anything under $800 won't be charged customs fees. When I mentioned this to them in a customer service chat, it took them an hour to tell me it's not their problem. Got on chat again, and the new rep here told me within about seven minutes that they'd issue a full refund. A few days later I receive an email asking me to enter my credit card info on the site so they can issue it. A day after that I receive another email totally reneging on the refund. Now whoever I end up talking to (someone different each time of course) tells me I need to take it up with customs. I'm returning all of the items I've ordered recently and will never use them again. BEWARE, using this site is not worth it, and I say this as someone who had shopped with them for over ten years before this.
ASOS has extremely poor customer service. There's no one to call and email. They promised a 5 days delivery. The products were never delivered and still not delivered after one month.
When I followed up to get delivery status with their online chat, they didn't have any information when the products will be received. They simply told me to wait another two weeks.
ASOS is horrible to deal with and very irresponsive. It is the product was amazing, I would never order from ASOS again.
I sent a return in December 2021 all in good "return" timing and it's April and i still have not recieved a refund. It is impossible to get in touch with this company. I've tried everything! Customer Care numbers, their online chat etc. I'm waiting for a 110.- Dollars Refund and NO ONE is available to give me information on this. Their is no access to customer care, whether it be on their website, through Tel. Contact, email or facebook, etc. I've now waisted a good 2 hrs plus of my time on this. What a disappointment! I will for sure not be ordering from them again.
Transcript number: ASOS: *******
Have ordered regularly from ASOS. This time it was a very important order because it was for dresses for my daughter's graduation. ASOS use the courier company Yodel to deliver in the UK. After 4 days I checked on my order to discover that it had not only not been delivered, but Yodel returned it to ASOS. No call on the mobile number I provided, no card left, and no attempt to redeliver. They just sent it back. When I contacted ASOS, I was told that they do not resend parcels and that I would receive a refund. That is not a solution but a total cop-out by ASOS. SOme of those dresses in the GBP240 order were last items of that size which means that I will not be able to reorder these items. My daughter is devastated. ASOS needs to be able to address issues like this and not have a blanket "I don't care about customers, I'll just refund the money because someone else will order the items immediately". That's just exceedingly poor customer service. Will I order from ASOS again? Never... and I would advise others to think carefully about ordering from a company that does not value their customers and does not care about their customers. Furthermore, aSOS should stop using a cowboy outfit like Yodel who are not couriers but a mickey-mouse company that is derelict in their duty to adequately deliver parcels to their addressees.
Disaster i returned the items 2 months ago, and they never refunded me!
Rudely costumer care is trying to convince me how they did with no proof whatsoever, never answering to emails and when u get to chat with them, they tell you how they will inform there refund specialist and get back to you! Refund "specialist "then reply to you after 2 extra weeks, with no explanation just again saying how they refunded me and i don't have the money on my account! I have a mobile app on which I'm able to follow up every single transaction, i also made a screenshot from the dates they are claiming to have refunded me, but no response to emails from them at all!
All I'm doing already 3d month now is chasing them in the circles they are the worst website ever!
If you apriciate money you earn don't order from here!
I'm so angry i wish no one ever orderes from this scam website!
Horrible experience. My order is delayed and stuck in the warehouse for over a week and now will not be delivered in time for what i needed it for. Customer service rep KRISTEL refused to cancel my order nor communicate the warehouse department. She basically just brushed me off with robotic automated messages over and over. She told me to deal with it with the shipping courier. No accountability and time wasting as i do not have the time to run around in circles to interfere a package or refuse as i am not often home. Super frustrating. I've been a customer for years. I can't believe how complicated it is to cancel an order that hasn't been shipped.
ASOS canceled my order without telling me. When I texted CS, they said it was beacuse I used a promo code. If you don't want promo codes, don't include a box for them. Or don't allow the order at that time. But you can't cancel an order a week later because you didn't like it. BAD BUSINESS here. Beware.
Answer: Hello Em, Yes it is true. The site has very poor delivery and customer service. I do not recommend it.
Answer: Doubt it, I don't think they sell any knock off's. Depending on the print you got, some of them don't have stripes. Hope that helps.
Answer: No. They will find 101 reasons to screw you out of your money
Answer: No. If anything it has gottten worse.
Answer: Look, as I wrote here I shopped with them many times and I was never disappointed. I don't know where you buy from, but I live in Italy and it doesn't take more than 4-5 working days for them to deliver the package. If you're concerned about the quality, well, it's not really top-notch, but considering the price it's really good (you can't expect Max Mara quality from a shirt you paid 20 euros). As for the fit be careful because those are UK sizes and they are definitely NOT vanity sizing! Meaning: when you read "model pictured wears UK 8" you may think "they're lying, she's clearly a 6" but they're actually not in most cases. I have a body similar to that of most of their models, I ordered size 6 twice and it was a tiny bit small. So size accordingly. All in all I trust them and I like their product. Perfect low-cost site to shop from online.
Answer: Complain about Asos through the Retail Ombudsman, if more people complain about companies like Asos they will have no choice but to improve their service to their customers.
Answer: Your only option with asos is live chat. I used it just now and also a few days ago and it worked just fine. They solved all my issues. Chat is the only way to contact.
Answer: You have to be a careful shopper. Check the fabric content! I just purchased Is 4 pairs of cargo pants. Same style, different colors. They are 100% cotton and excellent quality. I also purchased things by topshop and free people on this site. Asos has its own brand but sells others. Returns are effortless so I don't know why so many people are complaining. I have very high standards and they haven't let me down yet.