ASOS Reviews 

One star is too many for asos customer service does not exist like pissing in the wind items not arrived was told would get refund I. 10 working days never came so reached out to asos again told it would be sorted never came so reached out again then told I have past the deadline for returns which this is not return then told I should have contacted asos sooner so out of pocket once again the last goes on I would say to anybody don't buy from asos at all

ASOS assigned my order to Relay. This was one of the worst delivery experiences I’ve had.

Relay made repeated delivery attempts but never explained why the parcel wasn’t delivered or what the issue was. Without that information it was impossible to help resolve it. I had to follow up with ASOS several times.

ASOS eventually processed a replacement and sent it with Evri instead. Evri delivered it the next day with no problems at all.

The original courier caused unnecessary delay and frustration. Communication from Relay was poor throughout.

The worst customer service. Asked for repeated information when making a complaint. Try to keep you on the chat for as long as possible without actually resolving anything. I have shopped with ASOS from the start and can say it is the worst it has ever been. Not sure how you are allowed to operate in this way.

Was sent the wrong size of jeans. Asked for an exchange (which I know they do) but they refused. When I asked for a customer service email, all of a sudden they said they would exchange. When I contacted the ASOS again a couple of days later, I found out that the customer services rep had lied and there was no exchange and I would receive a refund in 10 days. So now I have nothing to wear and have lost nearly 2 HOURS OF MY LIFE having my time wasted trying to sort out THEIR mistake. Allegedly there is no customer services email and nobody to put a complaint in writing to. DO NOT USE ASOS.

I would give 0 stars if I could. A chaotic company with no genuine customer service. I would advise not to buy from them and wish I hadn't as have lost £110 on an item they couldn't deliver but are refusing to refund.

I want my refund orders 1059073086 and 1058971012

As soon as you are refunded by any on Paypal although it takes a few days to process you always receive instant refund email confirmation. Ive had no email confirmation and Paypal have confirmed you haven’t processed the refund.

If this isn’t escalated i will be contacting my bank

You need to remove Simmi london from your site. They don't refund returns.

Order reference: AC-592336
Return date: 20-07-2026
Your tracking number is YR872258900GB.

I returned these items on asos sample sale and my refund is £15.

I havr chased endlessly. Honestly refund is not rocket science and I shouldn’t be chasing after my refund is way overdue, more the month later.

Before you say this your team are different, this is not accurately true because there is a correlation.

Please just refund my money.

Extremely disappointing customer service from ASOS.

I’ve been a loyal ASOS customer for around 10 years, but after this experience I’m not shopping with them again. I had created my return within the correct timeframe, but then became genuinely very ill with a stomach bug and was physically unable to leave the house for several days. As soon as I was well enough, my return QR code had expired. I contacted customer service to ask for a small amount of flexibility so I could return the items.

I was met with repetitive, scripted responses and no meaningful attempt to find a solution. What makes this particularly frustrating is that ASOS’s own returns policy refers to “extenuating circumstances” where a return was created within the timeframe but couldn’t be completed for a valid reason. Yet when I actually presented what I believe is a very genuine extenuating circumstance, they said not this circumstance.

I understand that companies need returns policies, but good customer service is also about judgement, compassion and treating loyal customers like human beings rather than just quoting a policy at them.

After 10 years as a customer, I expected better from ASOS. The amount of money I’m now potentially losing makes this even more upsetting.

I also had a faulty item which they refunded me for but told me to “dispose of in the most environmentally friendly way”. Why is that on me to do their work for them.

ASOS has become worse and worse over the years. I have twice received the wrong items with even one of the items I returned and repurchased for them to send the wrong item again. Customer service is horrible and is running a scam. Twice I was offered a replacement so I won't have to pay $10 to reorder an item due to their mistake.
However, the first time around the item was in stock, but for some reason they claimed they could not do replacement order. I was told to repurchase and they would refund the shipping. I spoke to three different reps who apologized and claimed the refund was processed, never received.
This most recent order same game. The rep said the item in stock, she would do a replacement order then all of sudden it's sorry it would be best for you to order and we will refund you shipping. I told the rep the previous incident, and why I don't trust that process and she could not give me a direct answer why she couldn't place the order. I asked to speak to Supervisor or Corporate multiple times, finally she said I would be connected via chat supposedly it's no number or email. She had me wait for about 10 mins then stated mgt is out of the office and will return in the morning. Stay away from ASOS. Definitely seems to be a scam they like to pull for extra money and again customer service is horrible.

I ordered a pair of shoes from ASOS on Aug 7. The shipping company GoFo said it was delivered in Lafayette, LA on someone door step. I’m confused on how it was delivered there when I live in Houston, TX. The shipping company said there’s nothing they can do I need to reach out to ASOS which is impossible because they don’t have customer service number it’s only AI that you will be answering questions from. AI will not help you it’s waste of time. My time and last time ordering. Please don’t order from this company.

They said that FedEx lost my package and are refusing to give a refund.

ASOS is pure garbage. It's absolutely insane that in the year of 2026 you can't checkout as a guest. Instead this shitty corporation forces you to create an account to be able to shop just so they can harvest your data and spam you with offers and other useless features.

If you then want to delete your account after placing the order you cannot do so on the desktop website but have to download their mobile app to do it, just so they can harvest even more of your information through your phone.

I've never seen another company being so hellbent on being a bigger nuisance to their customers. Absolutely unreal how poor their service is and how stupidly their eCommerce is designed.

Stay away from garbage like this at all costs.

Having shopped with ASOS for years, I am disappointed to leave this review. I received a denim jacket which was 'stonewash'. It came with almost what can only be described as a dark dusting over it. I commented at the time, but didn't think anything more of it. I decided the jacket was too large and ordered the smaller size. I returned the first, having worn it for no longer than 10 seconds. Labels intact. They rejected this item claiming it was dirty and worn. I would not wear something and send it back, I just don't have that in me. The smaller size also arrived with the same dusting. I returned that one too as I wasn't happy with the fit, so I am waiting for them to pretend that was worn too. I have spent considerable time onto customer support only to be told their decision is final. I requested escalation and complaints route and haven't been provided with such, or evidence of why they claim the jacket was worn. I'm not leaving it there, but really, as a customer with a low returns rate and no problems, I shouldn't be having to fight an online system with no email and no phone, to get my money back. Shame on you ASOS.

I’ve used asos for years and never had an issue. The first time I did the company was less than helpful. The parcel I ordered never turned up and they blamed me. After investigation the delivery company delivered it to the wrong place they asked me to drive across town to go and check if it was there…

Support was ai or unhelpful. They have a neat feature where it cuts out if you don’t reply within a couple of minutes after they take 10 minutes to reply which makes it very difficult to maintain the same chat.

Plenty of other clothes companies out there I’d recommend before asos

Used them for 2 years, done one return which went all right - dropped it off at NZ post with the label i've printed and it was tracking all the way back to them then some days later got refunded.
It took 3 weeks from me sending the coat back to refund, paid around 8 NZD for shipping which was fine with me considering it's international and shipping to me was free.
Only here dropping this review as I was reading some negative ones about this other company which does sooo much worse so I thought I'd leave this one a positive review, they def almost shine in comparison.

Ordered an item that was never delivered by Evri, who didn't even attempt a delivery. When contacting ASOS customer support, I was told I have to wait 2–3 working days for an internal "courier investigation" before they will process a replacement or refund.
Under the UK Consumer Rights Act 2015, my legal contract is directly with ASOS, not the courier. ASOS remains legally responsible for delivering the order, and customers should not be forced to wait on internal carrier investigations when goods fail to arrive.
To make matters worse, it is near impossible to actually speak to someone. There is no phone number to call and no customer service email address available. You are forced to use an live chat system that constantly times out, making an already frustrating process even worse.
Instead of fixing their failure, ASOS hides behind automated responses and refuses to take ownership. Completely unacceptable service—I will be escalating this for a chargeback through my bank if a full refund isn't issued immediately. Avoid.

Extremely disappointed with ASOS customer service. I returned items from orders #1055847721 and #1055850450 back on 20/07/2026. While one order was refunded, the other was stuck for over a month with no update.

Only after manually chasing support via chat today was a refund finally initiated. To make matters worse, I had to pay out-of-pocket for return shipping and custom fees, and the chat agent flatly refused to escalate my case to a manager for a goodwill voucher to cover this hassle Terrible service and completely unhelpful support

ASOS emailed me on 24 August to say my refund had been processed. Yet despite supposedly having processed it, I’m now expected to wait up to another 10 days to actually receive my money.
How does that make any sense?
If the refund has been processed, why is ASOS still holding onto my money? Customers shouldn’t have to chase or wait nearly two weeks for funds that ASOS has already confirmed they are returning.
It’s incredibly poor customer service and completely unnecessary. You take customers’ money instantly, but when it comes to giving it back, suddenly there’s a 10-day waiting period.
Where is the money during those 10 days, and why does ASOS think this is acceptable?
I find the whole process unnecessarily slow, frustrating and completely disrespectful to customers.

In this day and age i cannot believe Asos thinks its ok to wait more than 3 weeks once products have been returned to refund money.
Asos had acknowledged receipt of my refund but had not issues refund, once i queried it i had an apology and was informed the refund had been processed but i would need to wait another 10 days to receive - other companies do this so much quicker and appear to be much more efficient, i will NOT be ordering from ASOs again