ASOS Reviews 

So I saw a great deal on the latest Asics running trainers that I'd been looking for for a good while. It was cheaper than last seasons, and £20 cheaper than everywhere else. I read some reviews and was sceptical, but it was a great deal. The delivery was originally set for Thursday, but I got an email saying they hadn't forgot about me but there was a slight delay, and it would now be Monday. I still give 5 stars as arrived on Monday. Great product, price, communication and service on this purchase.

This is the first and last time I will be using this company. They sold me an out of stock item, initially taking my money with a 10 day refund time. Delivery took over a week. I've been bombarded with emails and they are telling me I signed up for the Premier Service, which I didn't and trying to take more money, after telling me it can't be cancelled. Awful customer experience.

Super fed up with ASOS customer service. Been using them for over a decade, love the clothes and the convience but whenever there is a problem, they do nothing to help. Latest problem was, I was charged delivery when I just renewed my premier status. Asked for a refund and was told no. I am a tier 4 A Lister and apparently customer loyalty means nothing.

Appauling, non existent customer 'service'. O/N 1055137497 9 items ordered only 8 delivered. Customer service just keeps ending the online chat!!! AVOID ASOS, AVOID AVOID AVOID!!!

ASOS have mysterious charges over and above postage costs. When challenged they promise to refund but never do. AVOID!!

Shocking company, all your consumer rights are out the window when it comes to ASOS. Even after waiting their 10 day return policy I’ve spent 3 hours on ‘online chat’ to multiple people who won’t give me a definitive answer to when or if I’ll ever get my money back! They should be shut down. Why on earth some of these big brand still want to work with this company is beyond me! AVOID AVOID AVOID.

What an absolute nightmare this company has become to deal with. I was over charged and they kept running me around in circles to get the refund.

Just awful to deal with. I’ve been waiting for a refund to gift voucher/my account and they still haven’t processed it 10 working days later, as per their refund policy. I’m literally owed money by this company and it’s impossible to actually talk to anyone about it (you can communicate ineffectively via an AI chat bot). In my personal experience I was put through to an actual person (Adnan) via chat bot who promptly cut me off and told me the issue has been passed to a specialist team, no opportunity was given to actually speak to someone. I cannot recommend this company due to the non existent telephone customer service, in addition to being owed money by ASOS

I had an issue with a refund from an external retailer and the customer service from ASOS was great. Only took 20 mns for my refund to be processed.
Great job.

If I could rate zero stars, I would. I naively trusted the ASOS name and am absolutely shocked by the awful/non-existent customer service. They'll take your money in a heart beat, but don't expect a refund if nothing is delivered. You simply won't get your money back period. No products received, no money back to your account.
Don't bother with chat. They simply end the chat and provide no avenue of escalation.
Don't bother filling out their feedback surveys either. They go nowhere; I doubt anyone reads them.
AVOID! I can't emphasise that enough.

Asos premier customer and I am supposed to get next day delivery but this consistently never happens. Tried to speak to a handler via the online chat. Extremely slow service. I actually asked if he was hand delivering my parcel himself as he was taking that long to answer! He basically said "not our fault... carrier delays... weather issues... blah blah blah". Nothing helpful. Took no ownership for the issues even though my contract is with asos, not the carrier. Then said to me "Ive done what I can so im ending the chat". Tried a new chat with someone else who just said "we will be sure to pass on the feeback". Poor poor service.

ASOS used to be my go-to online retailer for trendy clothing and accessories, but it has gone downhill. Delivery is no longer truly “express —even Premier members often wait two or more days for their orders. The quality of the clothing has also noticeably declined.

My biggest issue is ASOS’s Fair Trade Policy. Because ASOS has no physical stores, customers have to order clothing to try it on. Yet ASOS monitors how much you return and can restrict or even close your account based on your return rate, without giving you a meaningful opportunity to explain yourself. That’s simply not fair when many returns are due to sizing or fit—something you can’t know until you’ve received and tried on the items.

A fair policy should recognize the reality of online shopping, not penalize loyal customers for ordering multiple sizes or styles to find the right fit. Between the slower shipping, declining quality, and this restrictive Fair Trade Policy, I’ve found other online retailers now offer a much better customer experience.

I’ve been using asos for 15 plus years and it has gone down hill majorly and I’m not surprised people are shopping elsewhere. I could write an essay on the list of issues ( inconsistent sizing and selling items that are pictured completely differently on the website to what you get)…but I’ll spare you as other reviews have mentioned this .

But I ordered something in an emergency for a wake as someone had passed suddenly and there was a colour theme. It wasn’t delivered on time as they use crappy Royal Mail who everyone knows are terrible. You pay for premium so your NDD is free .. so if you don’t get your NDD you get nothing in compensation… but if you pay for NDD they state they will refund you. So basically you get treated worse as a premium customer with zero care or compensation. 48 hours after ordering a NDD… and 3 hours to go before the event and I have no items or clothing to wear suitable for the occasion.

If you return items because they weren’t as pictured on the website ( like the dress I bought last week) or because it didn’t arrive on time they will penalise you for returning even if it’s their fault your returning it!

Customer care do not care and gone are the days when you could email them and receive a genuine response and help.

They are terrible and the main reason I used them is as for the NDD which by my experience and the many reviews on here is a non existent service anymore.

Even shein have better customer service than this!

No point at all being a premier customer when you get zero help whatsoever and NDD does not happen . All they tell you to do is wait for the item and if you don’t want it to refuse the delivery ( but yet they use delivery services who just chuck your parcel outside so you can’t even do this )

Awful!

Worst customer service experience everytime - live chat staff are so incompetent it’s shocking

I am extremely disappointed with ASOS and their return handling process.

This is now the second time that a return has been rejected on the grounds that the item was allegedly “used,” “washed,” and “smelling of detergent.” This is simply not true. It makes absolutely no sense to wash an item that I intend to return because it does not fit.

There is clearly a serious issue within ASOS’s warehouse or return inspection process. Having the same problem occur twice is not a coincidence—it points to a systemic failure.

As a result, I am now left without a refund for items that were returned in proper condition. Given the amount involved, I will be pursuing legal action through my legal protection insurance to recover my money.

This situation is unacceptable. ASOS’s handling of customer returns is unprofessional and raises serious concerns about how they treat their customers.

0 star 🌟 if possible
Useless

Not sure what’s been going on with ASOS judging by these reviews on here.
Placed my order on Friday with 24 hour delivery saying delivery Monday obviously due to weekend.
Items turned up on the very next day, the Saturday morning.
Absolutely top service and I’ve never had any problems in the past either.
Were great and can’t believe they got my items here that fast.
Will use again in future.

Delivery times are just silly now, average seems to be 8 days, I had a premium account last year and never once received a next day delivery. Poor service, I live Edinburgh so why I'm waiting 8 days can I my be on ASOS.

Have purchased River Island items through ASOS as a ‘brand partner’ but the returns process is a shambles. I have returned a few times using a QR code or through a link provided by ASOS, however a recent item did not come with an option to create a return through the ASOS app which was unusual so I contacted ASOS and they created the link and provided a QR code as I did not have a printer. Sadly ASOS provided a fake QR code that couldn’t be accepted by any EVRI parcel shop so I reached out to ASOS again and asked for help only to he told it was my problem I didn’t have a printer and I should ask a friend or the local library to print it for me. They also advised that they never give QR codes for partner brands even though I had been given them in the past. I asked to make a complaint and they told me that they were going to end the chat so I could not continue to talk with them. This is very frustrating as I was never rude during my chat and now I have an item that I can’t return.

I used to like ASOS but over the last year or two their sizing is so off. It is awful to be ordering three sizes bigger than you are and it still not fitting. Makes you very insecure. Sizing needs to be more consistent. The material in a lot of their clothes has also gotten worst. Will not be shopping or supporting them again!!