ASOS Reviews 189,093

I've been a long standing customer with ASOS but hadn't ordered in a while. Placed an order a couple weeks ago and sent back what didn't fit. The refund came through quickly but there was an item missing from the refund. I thought 'oh no - here we go with having to chase refunds' but actually it was really quick and easy to get in touch with their customer services on the live chat! I spoke with 'Neha' who helped me quickly and processed a refund for the missing item right there and then! I wish more company's *cough-boohoo-cough* would deal with their customers in the same way!
Wouldn't hesitate to order from ASOS again or recommend them to anyone!

If I could give them 0 stars I would. The most VILE disgusting company I have ever shopped with and will NEVER shop with them ever again. I placed an order August 1st and it took three weeks just to arrive and when I opened it up it was the wrong dress after paying $76 dollars just to receive it. They sent me some cheap $5 dollar looking dress and when I contacted customer service in regards to the mistake made on my order customer service was so condescending and rude and said there would be no refund unless I sent back the incorrect item to them and that they do not do free returns for postage from Canada so I had to reluctantly pay $35.40 just to send it back and claimed I would be compensated for doing so, of course when I contacted them again they refused to refund the postage plus the duties charges I incurred for their mistake and it ended up costing me $114.40 and I still have not been refunded for the dress and they claim its going to take another 10 business days to receive a refund after already waiting a month already. The customer service staff they have working at ASOS are truly diabolical individuals they scam people out of money intentionally and end conversations mid sentence via chat when they don't want to deal with you anymore. You have to chase them down repeatedly for their mistakes and they take zero accountability and ignore everything you say. This company should not be able to operate as they do not deserve to make a profit due to their cruelty to customers who spend their hard earned $. DO NOT CONTRIBUTE TO ASOS FINANCIAL GAIN as they will waste hours of your time, take your money and stress you out.

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 system and after the company looked a cameras and checked their system they confirmed the package was NEVER checked in/ delivered. I provided ASOS with proof and I've just been getting the run around with no resolution. I guess I'll have to eat the $120 loss. THIS WILL BE MY LAST PURCHASE FROM THAT SCAM OF A COMPANY!

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 months ago due to a new policy. This was extremely disappointing. I created a new account with a different email, only to have it blocked today — despite having made additional purchases since then.

DO NOT BUY FROM HERE. I’d rather spend my money elsewhere than deal with this website again. The way they treat their customers is unacceptable, and I truly hope the business learns from this serious mistake.

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 a week in advance. Customer service don’t seem or care and use the same boiler plate language - wait another day.

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 size - Chatted with ASOS customer service and little they can do as shipped directly from suppliers - WOW - Returned for a refund and I will shop elsewhere from now on

Amy was so helpful! Fast delivery easy returns

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 showing as returned on the Royal Mail App but I have not received my refund after 2 weeks. Struggled to get past the ASOS a Chat Bot but eventually got through to a human. I gave all the relevant tracking information & the representative said it’s my responsibility & hung up the Chat. I have saved the Chat & am following up but I am heavily out of pocket. Very disappointing Customer Service.

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 put through to a customer service employee, who was less help than the robots. After many excuses as to why I didn’t get my next day delivery was told that my area was outwith the next day inclusion. What!!!! Was then told to read the T&C’s. So basically don’t take next day delivery unless you read through all the T&C’s. After being on the chat for approx 40 mins they then left the chat open and did not resolve my issue.
Very very bad service.

I ordered via asos to the UAE and needed to make a return for 2 of the 4 products. ASOS have recently switched their collection courier from a very reputable courier to a courier company that is uncontactable and never shows up despite repeated bookings, effectively now making collection returns impossible from the UAE based on my experience. The customer service agent was also powerless to offer any sort of reasonable solution other than acknowledging the service was bad and asking me to drive to a drop-off point, which for me is 45 mins away. Previously ASOS collections were effective (with the previous courier company) so I ordered in good faith, thinking ASOS' service was still good, which it is now not). One of the worst ecommerce experiences I've had in a very long time, which was made even worse by the lack of any sort of reasonable solution from ASOS customer service. I doubt I will never order from ASOS again, after previously having used the site for the past 20 years in UK and UAE.

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 countryside, a return isn’t as simple as popping round the corner to drop it off - why should I have to go out of my way to even start the process of getting my money back for your error?? Telling me it’s due to warehouse issues out of their control - well they’re not exactly in my control are they, it’s your warehouse! Avoid ASOS. Awful customer service and can’t even get an order right that has one distinct item in it. Also I had multiple deliveries who placed the parcels neatly by my door however this parcel was just thrown over the fence.

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 if they will refund or credit note me. Rang Head Office in London and the human being was polite but totally unhelpful. The CEO Jose should be ashamed of your poor service. AI is great if done correctly otherwise get someone on the phones. Do not buy with this online business

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. Asos customer service constantly disconnects and you have to start all over again. Their favourite phrase is "bear with us" or "wait a few more days" What? wait a few more dsys for a next day delivery?
The most concerning thing is there is no accessibility for visual disabilities, no telephone line to speak to a human, no audio aid, large print, nothing! This is being typed by my sister as they do not have a text speak facility. Maybe they don't want our custom or do we cost them too much to provide disability access? Never ever again Asos!

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 items. When escalated they said there’s nothing they can do. Just avoid if you can.

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 delivery never took place and customer service said nothing more than “we have procedures to follow”!!!! Trust all the other reviews here and do not shop here ever.

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 refund.

Did that, and after two weeks they are returning them again.

Now they mentioned that in order for me to get the refund I need the shoes!!!!!
Anddd the worst: you ask for the refund and they end the CHAT! Worst customer service ever!

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 me questions like it’s a police investigatior and to wait 3 days. Still don’t know what’s going on and haven’t heard back from them.

ASOS went downhill big time!

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 obviously they are blaming me for the stains on the jeans, then i got cut off from the chat .So I am deleting the app and removing my details .Jp.

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. Was told this was fine as I was in the timeframe with the label etc.
Went to post office sent back and then got rejected a refund because it was outside of the returns period…
People online that I’ve spoken to since have zero clue what they’re on about, I’ve explained my situation but they keep just repeating the same rubbish.
Customer service shocking, returns shocking.
As a long term customer I’m just disgusted to be honest now I’m out of pocket £100 even though I’ve followed protocol and even got in touch to explain my reasoning.

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 again.