ASOS Reviews - asos.com

Very, very poor customer service. I ordered a jumper for my son-in-law as a Christmas present, but it is too big. I spent an hour today (1st January) trying to find a customer service telephone number, only to fail. Eventually I got a response from the annoying chatbot on the ASOS website. Chatbot said NO. I insisted I be put through to a manager. After another 30 minutes was eventually transferred. The manager eventually decided that I definitely could NOT have a refund or an exchange. Suffice it to say, I am NEVER buying from this company again. Customer service is NON EXISTENT! AVOID ASOS!!!!

"premier delivery" it's worth nothing!!! I placed an order and received confirmation that delivery would be the next day!!! Of course that didn't happen!!! this is the info I get it from customer service: "I can appreciate that you were unhappy with the delivery journey of your most recent order, however we would not have been able to guarantee that your order wouldn't have been delivered yesterday. The courier service was unable to process the delivery for last order which was supposed to delivered yesterday" I got information that they don't guarantee "next day" delivery, even though I paid for this service "premier delivery","I've checked that request to provide you premier delivery refund was already raised by previous advisor however, as per the updated information provided by the team that they're unable to refund the premier delivery as it is showing used status" !!! this is not the end of disappointments!!! for a refund I've been waiting for 10 days and still nothing!!! The courier didn't send the package back!!! So I can't get a refund!!! I'm still waiting, the parcel was never delivered!!!

I am a premium ASOS customer because I needed items in a very quick time period. The items were not the size they were due to be so I had to return them. Replacement took over the estimated time for premium delivery. Now I have to go and buy the suit from a shop as the replacement items which I've paid for again still have not arrived. I expect a refund on the whole thing. Terrible experience and certainly not premium.

Absolutely appalling customer 'service': I bought Nike Superrep to replace the ones I've worn for the last two years - within 40 minutes of wearing I had to take them off as both feet had gone numb. They're nothing like the Nike Supperrep I bought them to replace. No way ASOS will accept them back, even though I can't wear them, despite replacing like for like. Customer service reps took it in turns to suggest ridiculous reasons why the shoes were so massiely uncomfortable, including my own feet being the problem, and my inability to tie shoes correctly! I wish I'd read these other reviews before I shopped there: NEVER again. Buyer, beware!

Used to be great but have seriously gone downhill when it comes to servicing customers especially regarding returns! As someone who suffers from chronic disabling conditions & is unable to get to a post office needing someone else to drop off returns I need labels that I can print & prepare return parcel for someone else to just drop off. Asos now refuse to supply printable labels so I now have to find someone willing to queue up, scan barcodes from emails I have to send them, hand over parcel ensuring post office affixes label, scans it & they obtain a receipt! Needless to say I wont be renewing my subscription & hence wont be shopping at Asos after many years of being a top customer. Asos dont care about their customers even those of us who have paid subscriptions & have been great shoppers for years! It's not inflation causing retail/ecommerce to lose money it's the pathetic service received & the couldn't care less attitude that is the reason. Not to mention discriminatory practices against the disabled.

If you order anything from ASOS that is distributed by one of their "brand partners" rather than ASOS directly, there is no guarantee that your items will be delivered. I recently experienced this firsthand: I placed an order for New Balance shoes through ASOS, but it got lost (or possibly stolen) according to the parcel distribution center's documents. ASOS customer support informed me that if the order is marked as delivered or collected, they cannot take any further action and would not investigate or issue a refund. So if you are buying with ASOS you have 100% responsibility for your order after it is shipped.

I raised a return within the returns window, granted on the final day of the returns period but still within it and the app said to wait for the QR code to arrive. After a day it still hadn't arrived which was odd so I contacted customer services the following day expecting them to simply be able to send me a new QR code no problem. Except that's not what happened. Despite having a returns reference they refused to send me a new label as I was now outside the returns window. I then said well in that case are you saying I need to return the items myself. Again no, despite having a returns reference and the app STILL telling me to "hold tight" for the QR code they said that my return would be refused as it was outside the returns window, despite me having a returns reference. I mean even if the QR code had arrived it still would have technically arrived back with them outside the window.... but that would have been ok, just not ok if I had sent my own.

I've been an ASOS customer since it was as seen on screen way back in 2003, but this will be the final order I place with this company.

Stores such as Next and H&M have taken returns in the past from me a month out of the window (I was a new mum, I forgot my own name let alone the date back then), that's good customer service.

this response from ASOS is beyond me and I am honestly still flummoxed that they can't just send me a new label so I can return the items as planned.

Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures unless from a well known brand. That’s if you get what you ordered. Refund process is ridiculous. They sent me the wrong item and have had the parcel returned and received for over two weeks and want me to wait another week or two for a refund. No apologies for their error. Rude customer service including from a Manager. Save your time and money and shop elsewhere.

I ordered and received a backpack which at a glance was lovely. However when looking noticed stitching was poor and where I presumed they had glued saw some bown marks.As I had paid over 100pound returned and re ordered same item, thinking it had been a one off poor quality bag.I received my bag next day and was again disappointed that it too had glue marks on zip presumed where they'd stuck zip down.As the marks weren't as obvious as last bag and due to going away shortly have decided to keep as can be used as a spare.I won't buy from asos again if this is quality of workmanship.just wanted others to be aware.i would've liked to know the quality and that it wasn't the same poor quality.Bag looks nice as long as you don't get too close.

VERY BAD platform, DO NOT BUY, UNLESS YOU WANT TO PAY THE DOUBLE. I unfortunately recently did a purchase of 430 GBP through ASOS, split in 2 orders. To my shock, they DID SEND THE FIRST ORDER BY FIRST OLD-SPORT  DHL, who is now charging me USD 200 to receive the package - RIDICULOUS -, while this is the FIRST clothing store that I ever have to pay taxes here despite the expensive cost of their dresses, I am also charged (threatened) by DHL with their abusive fees, which surpass far over the 25% legally allowed by law (tax + import fees), meaning ASOS not only is stupid, their "free delivery" is a lie. I already hate this company, I am never purchasing from them again. I have no idea what will happen, since I do not intend to pay more than half the value of my order to get it.