ASOS Reviews 

Cheap horrible clothes, stupid returns policy, disgusting customer service

Use asos all the time . I mean all the time mostly impressed . Ordered off their topshop website in eu and returned an item . Customer service is awful . Waiting on a refund for the last month . Won’t be using either anymore .

Worst customer service in the history! Closing the chat without helping or letting the customer finish. They spent over a week packing the order I placed so it didn't get to me in time. They then send me an email saying that it's their delivery partners fault even though the delivery partner delivered it within two days from when they got it in their hands. As I wasn't home to pick it up due to the late delivery, it was automatically returned and now I've paid for the return even though it's their fault. Of course they won't refund me the silly little 2 Euros. Crazy to handle a customer of over a decade like this.

I ordered six items, all of which I had spent hours finding specifically to be 100% cotton as I don’t like to buy polyester, viscose and other or any other kind of plastic materials. First of all 90% of the stuff on ASOS is polyester. It took awhile to find those items and when they were delivered 2 out of 6 were labelled as 100% polyester even though the description on the website were 100% cotton, so 2 out of six had complete false descriptions. I also paid next day delivery fee because one of the items I wanted for a festival coming up and those happen to be 100% polyester so I was not going to keep those.I asked for a refund for the next day delivery as I only selected next day delivery for that one specific item that was completely false in the description and now I had to take time out of my day to return this parcel and I’ve lost money all because ASOS completely lied in the descriptions. I asked for a refund I was denied it, there was no apology, no accountability, absolutely useless. The other items that I received honestly the quality was awful for the price they were so I ended up returning all six items and I’ve just wasted my time looking for 100% cotton items and I’ve just wasted my time cause now I have to go to the post office and return this plus I’ve also lost nearly £6 for next day delivery so absolutely awful experience never shopping with ASOS again, I don’t even care that they’ve got nice stuff, not worth it!!!

Shocking customer service. "Refunding" via a voucher, which I never agreed to. Won't ever be shopping at ASOS again and I urge everyone else to shop elsewhere. Whole place is just a scam.

ASOS lies about refunding!!! AVOID THEM

ASOS told me a month ago refund was processed, I then went to bank to get them to reverse the bank charge as ASOS are LIARS!!

ASOS then had the nerve to dispute the refund they told me that they processed.. so far it's taken over a month to get m money back, and now having to wait another 45 days while the bank gives the scum bags time to dispute!

ASOS you're a total joke, and just prey on people not checking that you actually have processed refunds.

It's so sad seeing how much this company has gone down the pan. I have been a loyal customer for years, but their customer service is so so bad and, following the whole shambles with charging some customers for returns etc, it's just really clear that they don't care about the customer experience.

Against my better judgement, and after swearing I would no longer shop with them any longer, I bought a few items a few weeks back with NDD. The next day I was in, but received a message saying that I'd missed the delivery. Odd, but thought I'd maybe missed the doorbell. A few days later, the courier rang saying they couldn't find my address - I live on a main road, it's not difficult to find - we ascertained that they were simply on the wrong side of the road because they could see a landmark a few doors down. Rather than cross the road, I then got another text saying that they couldn't deliver and the parcel was being returned to sender. Contacted ASOS - they couldn't care less. Awful AI system at first. Then through to an agent that's obviously working off a script and speaking to multiple people at the same time. No apologies, no solution. Told me I'd have to wait up to 15 days from their receipt for a refund, that if I wanted the items again, they couldn't rearrange a delivery - I'd have to order again and I'm still none the wiser as to whether the items being returned to sender will affect my 'return rate' should I want or need to shop with them again.

The feedback on here speaks for itself. I really don't know how a company can carry on like this, with such disdain for their customers. I never thought I'd see the day when the likes of Boohoo, Shein and TEMU have better customer service than ASOS.

Horrible customer service. I purchased the premier subscription for next day delivery only to find out that next day delivery is not available for me. I repeatedly asked for a refund to the customer service chat and was told my account details didn’t match what I was telling them even though I had it right in front of me copy and pasted. I have spoken to about 6 different agents about it and all said the same thing, either my account didn’t exist, wasn’t active or that my details were wrong. All of these are not true whatsoever. A lot of time they will also just end the chats even if your issue has not been resolved and mine definitely hasn’t. I give up trying to speak to them as I have been trying for days and I recommend you do not buy anything from them to avoid this refund issue. Horrible horrible service.

Must be the worst company to deal with. I ordered some footwear, with next day delivery, as I was going to holiday. They arrived the next day, the wrong colour, and wrong size! I contacted ASOS and they explained they would send out a replacement pair, the next day, and assured me they would arrive before midday. I was going in a taxi at 1pm to the airport. The footwear did not turn up, as they had promised, and they eventually tried to deliver to an empty house around 4pm. I managed to refuse the delivery, via our ring doorbell, and postman stated we don't even start delivery until 1pm on a Saturday.
No apology from ASOS, no way of speaking to the company, without them cutting me off.
Still waiting for refund and they have still tried to charge me for initial next day postage.

Awful service , sent multiple items back nearly 2 weeks ago and still no refund …customer service is non existent and I won’t be bothering to shop here again

Diabolical customer service. Asked for customer complaints and was told that currently this didn’t exist, so asked for a manager email to escalate and got told that wasn’t available either. A manager came on, didn’t answer my questions and then cut off the chat, final message was the escalations team would be in touch ( although I was told they didn’t have one). I was polite all the way through, said please and thank you and feel very frustrated! Absolutely no customer care or thought about keeping the customer coming back. Far removed from when they were smaller a few years back.

I feel asif I have been robbed of my refund because they said the item, which was incidentally wrongly sized, was returned in incorrect packaging. They will not provide proof of this so I am mystified. Seeking legal advice. Do not consider using this company.

I use Asos quite a lot and the last few times I’ve had a code for free next day delivery which has come in handy. I decided to pay for the premier delivery which is £9.95 for the whole year for next day delivery. Last night at 21:31 to be exact I placed my first order using the premier delivery, this order was for one singular t-shirt which had been out of stock for a while. When I placed the order it said the usual ‘order within… to get next day delivery’ and when I placed the order the estimated delivery date was today. When I had my confirmation email however the date had been changed to Saturday so it’s not next day delivery. I’ve tried to contact their customer service a few times to ask what time the cut off is and explain that it’s disappointing considering I’d paid for premier but their responses are extremely slow and the two people I’ve had have been quite rude. I know it’s not the end of the world and I’m not in a rush for the t-shirt but it’s disappointing when you pay for something and they don’t deliver (no pun intended).

wrong order 3 times and refused refund. I got a wrong/impartial order 3 consecutive times, when I requested at refund the third time (as you naturally do if you dont receive something you have paid for), i got accused of fraud and refused refund. When I asked for proof, they backed off and said my account wasnt adhering to their terms and policy. This is my first ever negative review. Horrible company, horrible customer service, they have you running in circles. STAY AWAY

Purposely paid for the annual premium next day delivery for £9.99 as I was going abroad in a few days.
Parcel was due on Monday and it is now Friday. I wouldn't have paid for this delivery fee if I knew this would happen! This has never happened before. I really needed these items before my holiday, which is now useless as I am currently abroad!
ASOS has now raised a ticket for this issue with the courier Relay but looks like this will take more than a week. Hopefully my parcel will eventually arrive safe and sound without being stolen whilst I'm away. No refund option for premium delivery either.

**Terrible service from start to finish**

Genuinely one of the worst online shopping experiences I’ve had in a long time.

I placed an order with ASOS that qualified for free delivery. Despite that, it took over a week to arrive and, when it finally did, I was then required to pay an additional fee just to receive the items I had already paid for.

I contacted ASOS expecting them to at least acknowledge the problem and help resolve it. Instead, I first had to fight my way through an awful AI customer service system before I was finally able to speak to an actual person. That turned out to be no more helpful.

Rather than taking any responsibility, ASOS simply blamed the courier — apparently forgetting that the courier is a company **they chose to use to fulfil their deliveries**. There was no attempt to investigate what had happened, no offer to reimburse the fee, no meaningful effort to help and, incredibly, not even an apology.

If I buy something from ASOS, my contract as a customer is with ASOS. I shouldn't have to chase around sorting out problems caused by their chosen delivery partner, particularly when I've been charged extra to receive an order that was supposed to have free delivery.

The complete lack of ownership is what really makes this unacceptable. Mistakes happen. Deliveries go wrong. What separates a decent company from a bad one is how they respond when something does go wrong. ASOS's response was essentially to shrug, blame somebody else and leave the customer to deal with it.

Awful delivery experience followed by even worse customer service. After years of using ASOS, this has seriously put me off ordering from them again. I would urge others to shop elsewhere.

Haven’t received a refund after my return. They’ve had my items back for ages now too. Will never be using them again

Wait time was too long and not giving a better resolution. I ordered something for next day. ASOS sent the wrong size to what I ordered so I had to return. Asked for my refund for delivery and got told no because they delivered on time. Delivered on time but delivered the wrong order

Absolutely the worst customer service I’ve ever experienced. I had an issue with a return, and instead of investigating or trying to resolve it, ASOS simply chose the easiest option for themselves and dismissed my concerns. There was no genuine attempt to help, no accountability, and no fair resolution offered. All because someone forgot to include a returns slip in my parcel, clearly not my fault but I was expected to do all the running around to sort it out.

As a long-time customer, I expected much better. It’s incredibly disappointing to see a company of this size provide such poor aftercare once they’ve taken your money. Customer service should be about resolving problems, not avoiding them.

I won’t be shopping with ASOS again, and based on this experience, I wouldn’t recommend them to anyone.

Trying to get an answer and they gatekeep with this AI crap. I particularly love: "I can flag this for further review" and I said yes and it goes " want to be transparent—I'm not able to flag or escalate cases"

Just asinine. I'm so over this death of customer service.