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    ASOS

Ratings On Other Platforms

Trustpilot
4 / 5
Reviews.io
3.1 / 5
Corporate Values

Overview

ASOS has a consumer rating of 1.74 stars from 1,685 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about ASOS most frequently mention customer service, post office and phone number problems.ASOS ranks 228th among General Apparel sites.

  • Service
    383
  • Value
    357
  • Shipping
    384
  • Returns
    329
  • Quality
    327
Positive reviews (last 12 months): 7.7%
Positive
22
Neutral
0
Negative
263
View ratings trends
317
See all photos

What reviewers want you to know

Positive highlights

  • Be decent and calm and work WITH your customer service representative in resolving the issue.

Critical highlights

  • I had to pay an extra $42.09 at the post office, almost half of what I spent on my bridesmaid dress.
  • WELL THERE IS NO PHONE NUMBER OR EMAIL ON ASOS WEB SITE.
How would you rate ASOS?
Top Positive Review

“Good for fast fashion”

David D.
10/5/21

Asos is like H&M, but with more flare and better discounts. MUCH MORE student friendly than any other site comparable to what they specialize in. Still, it's a hit or miss with asos. You could either get something that is fabulous and has perfect quality. Or get some abysmal fabric that sits on you like a convict suit. That's the beauty of asos. You have to really know what they fabric is made of: not just how it appears on photo.

See positive reviews
Top Critical Review

“Horrible packages with even worse customer service”

Fidel L.
10/18/21

Nice selection, but the way they send your stuff is horrible. Don't count on customer service. Bad! Every single item is mostly sent in cheap bag, arrives damaged. You cannot reorder. Make up exploded in last packaging damaging the rest of the items, plus my carpet at home. Other items lost, not delivered. Worst service ever. 40 minutes in chat after chat with always same ending about being contacted some day via email. Put your act together asos people.

See critical reviews

Reviews (1,685)

Rating

Timeframe

Other

Reviews that mention popular keywords

post office (81) phone number (68) delivery date (47) day delivery (40) customer service (530)
fidell10
1 review
14 helpful votes
October 18th, 2021

Nice selection, but the way they send your stuff is horrible. Don't count on customer service. Bad! Every single item is mostly sent in cheap bag, arrives damaged. You cannot reorder. Make up exploded in last packaging damaging the rest of the items, plus my carpet at home. Other items lost, not delivered. Worst service ever. 40 minutes in chat after chat with always same ending about being contacted some day via email. Put your act together asos people.

jenny7
1 review
66 helpful votes
February 28th, 2020

Low quality products plus I paid $70 customs fee on $180 shopped items. I've been ordering many other online sites that's located overseas and NEVER had to pay such fees.
They're always advertising with sales price with nice design clothing but do not trust. You're going to end of paying high (what they're calling) "customs fee" and receiving horrible quality items (with stitches out). This site is totally scam. People who left good reviews are probably some are also a scam/part of team.

jakes438
1 review
38 helpful votes
May 24th, 2021

They will not give you your money back for packages lost in delivery. They'll spin it on you, claim that they'll investigate and hold up a refund for weeks. Constantly say, "please allow more time for delivery" (mind you-I've sent over 25 emails and months have passed-no phone # btw) until you finally give up and let them keep the money. If you buy something at ASOS, it's a huge risk as you'll likely lose your money. I'm not the only person. Check the other reviews.

Tip for consumers:
Don’t buy from here: if your package doesn’t get delivered: you won’t get a refund because they have to investigate: likely will stop responding after you give up and your refund won’t be processed.

Products used:
None, they never delivered and are holding up the refund

Service
Value
Shipping
Returns
Quality
marias1876
1 review
19 helpful votes
August 10th, 2021
Verified purchase

Worst customer experience of my life, had a huge problem because of the way they shipped my package. Still no assistance, still no partial refund. Also, as a Canadian customer I am offered 15% right now from them, but I didn't receive it and they are refusing to give it to me after the fact. They have the worst customer service ever, all I ever get is generic responses which do not even address the problem I'm even referring to. Honestly felt like a scam, will NEVER buy from there again.

Tip for consumers:
Don't use Asos for anything. If you do, expect 50% or more in surprise fees while shipping and the worst customer service you have ever experienced.

Products used:
I have worn 1 out of the 3 so far. In the end I will probably wear all because the items are decent enough. However, what I ended up paying for each was way over priced becuase the company misreported the items for duties and shipped one from the UK, which is not the closest warehouse to me, and I was not notifies about, and made the purchase very expensive - way more than I would've paid for the cheap quality items I got.

Service
Value
Shipping
Returns
Quality
annak446
1 review
3 helpful votes
June 15th, 2020

I like this online store. Beautiful products, good quality. Good customer service. Free delivery and returns. Quick delivery. I paid 9.95 GBP for an annual premium delivery - this is a good option if you are thinking of making more than one purchase. I made an order from UK, the product arrived in one day. Klarna payment is a great solution if you are waiting for your monthly salary.

alyssal160
1 review
6 helpful votes
December 28th, 2021
Verified purchase

If you need to return anything to this BS company, save yourself some time and aggravation, and sell it on eBay or literally anywhere else. They keep blaming UPS, and offered to let me ship INTERNATIONALLY through the post office on my own dime. Never ordering from them again. Unfortunately, I would have really liked the shoes I ordered, but didn't think they were in US sizes, so they're not the right size.

vladilena
1 review
11 helpful votes
May 23rd, 2021

Super non-customer-oriented service. I indicated 2 different addresses, sent in one parcel to 1 address, which is why I had to pay 20% tax. The support refused to compensate for this, although it is their fault. After exhausted nerves, they offered a 10 percent discount, although they could have done it right away. I have never seen such a bestial attitude towards regular customers. I attach screenshots with correspondence

Service
Value
Shipping
Returns
Quality
sarat251
1 review
31 helpful votes
February 12th, 2021
Verified purchase

Horrible customer service! I made an order and two weeks later I was told my package was lost by the carrier company. I was sent a replacement package and had to pay double duty fees on it only to get my package and find that there are items missing! Customer service was very unprofessional and unhelpful with dealing with this issue! I'm very disappointed with my experience at ASOS and the fact that I'll have to avoid buying from here even though I like their clothes.

Tip for consumers:
Stay away

Service
Value
Shipping
Returns
boryanab1
1 review
65 helpful votes
June 10th, 2020

ASOS' customer service is a disappointment. I have yet to receive my order (purchased in the beginning of April). After no tracking updates at all, no clear answers when I requested updates (was told to look into it myself) and then no product received on my end, I was told it should have been delivered and asked for proof I haven't received my order. I work for a company where customer satisfaction is of utmost importance so to be treated like this. Speaks volumes of what ASOS stands for!

matthewl930
1 review
4 helpful votes
December 18th, 2021
Verified purchase

Worse company out there!

If you have a problem with your order don't expect a quick solution.

They do not have an email or phone number, only option is to contact on chat, then after you get through after maybe an hour, they'll tell you they're passing it onto a specialist team who will contact you within 48 hours, after 3 days you'll contact back and then they'll tell you the same thing, only that this time they will for sure contact you back within 48 hours

Waiting continues …
They do not care about customers.

Service
Shipping
Returns
Quality
faithh128
1 review
5 helpful votes
October 26th, 2021
Verified purchase

We ordered shoes for a Halloween costume, paid expedited shipping and they sent the wrong size! I was able to chat with a "customer service" person named Mendijoy but they refused to fix the problem even though it was their fault. They said I had to send the shoes back and do a regular refund. They also couldn't guarantee I would get the correct sized pair in time. Total BS! Please do yourself a favor and do not bother with ASOS pay a little extra and buy something worth your time!

Tip for consumers:
Do not order from here!

Products used:
None

Service
Value
Shipping
Returns
Quality
hosseina10
1 review
20 helpful votes
June 19th, 2021

I'm from Canada, I purchased some items and it came to $200 cad. When I went to pick up my package I had to pay $82 for tax and import fee. They don't tell you anything and when you ask they send you the policy link and won't take any responsibility! They don't even have a phone line just chat!
I don't recommend to shop here at all don't waste your money here. They are scams

Tip for consumers:
Don't waste your money here

Products used:
Shoes and shorts

Service
Value
Shipping
Returns
Quality
kierrah3
2 reviews
3 helpful votes
May 21st, 2020

I've been shopping with ASOS for 7 years now and they never disappoint! I've only ever had 1 issue recently where my package was lost by the FedEx driver but that wasn't ASOS fault. ASOS then sent me a whole new package express shipping. They respond fast and delivery is always on time. I shop here because they provide good quality in clothes & also their service. I will always be a loyal shopper.

gretal73
1 review
16 helpful votes
June 12th, 2021
Verified purchase

Asos lost my parcel although I was using their own returns system. They refused to give my money back even after I provided all the possible evidence I have sent out my parcel. They are ignoring my emails. The return was worth almost 200 euros. I have been shopping at their site for years and they gave me the worst customer services and kept my money for themselves. Horrible, would never shop here again and do not recommend for anyone.

Products used:
none, as I returned the product and did not get my money back

Service
Value
Shipping
Returns
Quality
philb241
1 review
14 helpful votes
May 6th, 2021

Buying online went south with this company, it said no delivery fees during the buy but when delivered, surprise I was obliged to pay a 15$ fee at the delivery point because I live in Canada, I was never warn about that. Oh and guess what, the shoes I ordered were way too small for the said size so I had to return it, for that I had to pay an extra 22 bucks fee to sent it back! So nice of them I've lost 35 bucks dealing with this company, never will again.

Edit: At the time I wrote this rewiew, I had not received my refund yet, it said you can only get a refund 30 days after the day you send back the package. I don't know why I waited so long, but after nearly 45 days, no credit was on my account yet. I had to contact the customer service, the guy on the chat said he would "fill a demand of refund" at Nike, wich proves they intentionally delay your refund as long as possible, in fact chances are that they won't refund you if you don't contact them. Unbelievable... So it took nearly 2 months to get my refund. What a disaster fraudulent company this is. Disgusting.

dane319
1 review
30 helpful votes
January 15th, 2021
Verified purchase

Absolutely shocking customer service. Failed to deliver my order and the order is nowhere to be seen on my account but payment taken through paypal. Tried paypal resolution centre but Asos stated delivery was made (definitely not). No customer phone number only email which takes an age for any contact. Avoid this company its rotten!

olawunmia2
1 review
1 helpful vote
February 10th, 2022

I ordered clothes my account shows delivered on the 4th of January 22 and as at today February 10,22. I have not received the clothes. All efforts to communicate don't work, I tried chat I noticed they constantly blocked or cut me off, I went through head office they said only means of communicate is online chat. ASOS now operate illegal way if blocking customers from direct contact. No customer care, no phone, everything is robot.

Tip for consumers:
Communication. Online robot chat is the only method to communicate with ASOS. It's not good.

Products used:
I bought clothes from ASOS in December 2021 and this is February 10, 2022, I still don't receive my order.

Service
Value
Shipping
tareqs2
1 review
43 helpful votes
May 14th, 2020

Please get more professional workers at customer service. I keep having very bad experiences and they are unnecessary. This has only been happening recently and I usually have good things to say about Asos but I have been asking for a prove of delivery and copy of the awb so I can know wt went wrong. I asked dpd for it and they refused to send it as it should be requested by asos and not the customer

davidd3277
5 reviews
1 helpful vote
October 5th, 2021
Verified purchase

Asos is like H&M, but with more flare and better discounts. MUCH MORE student friendly than any other site comparable to what they specialize in. Still, it's a hit or miss with asos. You could either get something that is fabulous and has perfect quality. Or get some abysmal fabric that sits on you like a convict suit. That's the beauty of asos. You have to really know what they fabric is made of: not just how it appears on photo.

Tip for consumers:
READ THE SIZE CHART CAREFULLY

Products used:
Jacket, shirts, sweatshirts, jeans

Service
Value
Shipping
Returns
Quality
daisym238
1 review
24 helpful votes
September 26th, 2020

I ordered 3 dresses from this pathetic website, I paid extra 25bucks for it to be delivered early.

So 1- the clothes never came on the said date. My birthdays gone and I still haven't received any update
2- I sent them emails but they do not reply.

So guys plz do not waste your money on this site and if possible get this site shut. They're fooling everyone.

alainb51
1 review
7 helpful votes
May 3rd, 2021

Their return policies are terrible. 28 days before you get a refund? Really? Using our money so that you can make more money. That is completely unethical and this company should be investigated. I've already sent in a complaint to the United States governments consumer Financial protection bureau.

Tip for consumers:
I wouldn't buy from this company again. Their stuff is not great and their customer service is not existent. Even their Twitter accounts haven't been touched in years. Kind of tells you something about a company like that.

Products used:
I bought two shirts from this company and return them because they were too small. They now tell me it's going to take 28 days before they refund me the money even though they acknowledge having the shirts.

khadijak13
1 review
0 helpful votes
February 22nd, 2022
Verified purchase

Terrible experience. My order was delayed, not delivered to my house and went to the post office instead and i was forced to pay over a $100 in custom fees that were hidden. Plus, they dont have free returns, the quality of the clothes i received was terrible and the fit and sizing info on the website is completely wrong. Just wasted over $500 on this $#*!ty company.

Tip for consumers:
Stay away from this company.

Service
Value
Shipping
Returns
Quality
sierrab69
1 review
2 helpful votes
December 23rd, 2021

WORST company I've ever experienced. It has now been over a month and still have not recieved my package or tracking number. They have no number or email for customer service and just some "live chat" that gets you no where. They tell you they arent authorized to give you a refund and that the "specialist team" will "investigate" and get ahold of you within 48 hours. Nothing ever happens. This business literally steals your money. I dont know what the next step is but they should not be able to get away with this.

Service
Value
Shipping
Returns
Quality
his2
1 review
8 helpful votes
April 27th, 2021

Horrible/no actual customer service. Paid for expedited shipping (2 days), but didn't receive item for a week. Was scolded by their online customer service and then accused of lying and told I was dumb. Will not shop here again. They treat you like you're less than human and offer no assistance. Greedy and money hungry. They don't care about the customer, they care about making a buck. No business from me any longer. They don't tell you that you must have a printer to return items.

Tip for consumers:
Don't shop here. If something goes wrong you will spend 4+ hours for them to not help in any way and then scold you and treat you like scum.

Products used:
Returning all items once I find a printer. There website doesn't indicate that YOU MUST HAVE PRINTER ACCESS for a return.

Service
Value
Shipping
Returns
Quality
hunterb123
1 review
1 helpful vote
December 15th, 2021
Verified purchase

Horrible experience with ASOS. Ordered the space Hippies 04 and received the Blazer Mid tops instead, a week later then promised. Free shipping cost me $16 CAD to even receive the package and $22 CAD more to return the wrong shoes.
Technical support couldn't be reached for hours in the '5 min cue'.
Its projected to be received by ASOS in over a month. Who knowns how long till they send me to proper shoe... maybe by next Christmas and i'm sure i will have to incur more shipping costs.

Service
Shipping
Returns

Q&A (91)

Answer:

Hello Em, Yes it is true. The site has very poor delivery and customer service. I do not recommend it.

By Ijay A.
See more answers (16)
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.

By Daria d.
Answer:

No. If anything it has gottten worse.

By Timothy M.
See more answers (5)
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.

By Jackie B.
See more answers (4)
Answer:

No. They will find 101 reasons to screw you out of your money

By Derek G.
See more answers (2)
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.

By Maddalena R.
Answer:

It depends on where you live I guess? I live in Iowa and most of the times it says it ships from New Jersey. The longest time it ever took to ship to me was 7 days but I've received it in 4 before

By marissa h.
See more answers (4)
Answer:

Their products are good. I have been buying from them for a long time. What you see is what you get.

By Fobi S.
See more answers (2)
Answer:

In my experience, I have ordered three times off of Asos, and all three times my order was extremely late (by up to a month), they have apologised and guaranteed it won't happen again every time but it always does.

By Yousef B.
See more answers (2)
Answer:

They are fraudsters. They are scam, they will take your money and send you extremely cheap valueless product entirely unrelated to the ordered items. Afterwards they will blame the shipping company. Then they will say unfortunately they are now out of stock of the ordered item. Offer to refund you only 30%. They are in short thieves

By Lawrence c.
See more answers (2)

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About the business

ASOS brands itself as a "global online fashion and beauty retailer" and sells a variety of women's and men's fashion clothing through its website.

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