ASOS Reviews 

Wish I have read the reviews before placing my order...Order seems to be lost, with an unreliable shipping partner that you cannot contact. Their contact service is a total joke , and refuse to help. STAY AWAY, I will probably lose my money

Shocking customer experience! Once an amazing brand asos how did you end up to such a bad customer service! You just lost a 15 years customer! I had purchased asos premier, still active till Dec 2026! However when trying to make a purchase is asking me to pay again for shipping! I tried to add next day shipping as per customer service suggestion and still had to pay for shipping! When I mentioned that to customer service they said there is nothing they can do but offer refund of shipping and contact them again! So as a customer if need to make multiple orders till December I will have to each time have to contact customer service? I was 50min online chatting with them and after 50min they asked me again security questions they had asked before! I told them they can remove premier and refund so I can buy a new premier but they said they can’t do it! They didn’t suggest technical team will solve this, they didn’t mention to refund the premier and remove it, or anything that would make my life easier! I used to be a good client of asos however this experience left me shocked and I will not order with them again!

If I could give zero I would. Customer service is awful, I did not receive any email regarding a birthday discount code. Only when I went to buy something 10 days after my birthday did I realise this. I contacted them and they said that I hadn’t contacted them before the code ran out. Despite me asking how I was meant to contact them before the code ran out, when I hadn’t had an email to say I had a code and what date it ran out they continued to say I hadn’t contacted them in time. This is just awful customer service and makes no sense. Their final comment was just odd ‘The process is that customers should contact ASOS two weeks before the birthday code is sent out.’ While this is a relatively small issue I now don’t trust them to deal with a larger issue if I had one. This has really annoyed me I wish I’d checked their awful trust pilot reviews before I shopped with them, I’ll be deleting the app and won’t use them again.

The quality of both items and customer service has been declining with Asos for years but it’s so bad now I’ve decided not to shop with them. I had a parcel damaged beyond repair by the courier and getting through to an actual human to get a refund took too long. Consistently deliveries are delayed and don’t arrive for over a week.

Ordered never left the Uk.
Couldn’t say why
No way to get an answer from their awful customer service and months for a refund

Do not shop with ASOS

Just wanted to warn everyone about ASOS’s shocking customer service. I bought some swimming shorts specifically because the website stated they were 100% cotton. They arrived today, and the physical tag says made of recycled polyester.
I got on the live chat to sort it out, but as soon as I refused to go out of my way to mail back an item they misdescribed, the agents completely stonewalled me and ended the chat right in the middle of the conversation.
This happened 3 times with different people, I spent 2 and a half hour of my time with incompetent unhelpful people.
I have screenshots of the website description, the actual tag and the conversations transcripts.
I'm taking this straight to my bank for a chargeback now.

I’m incredibly upset! Today was my birthday and the swimming shorts were a gift for my partner who’s birthday is in a few days.
Has anyone else experienced them completely abandoning a chat like this recently?

Oh how I wish I’d read the reviews before I placed an order! As so many others experienced: ordered item, item then sold out, item never arrived; kept saying delayed, problem with carrier, please wait one more day etc. I had the aforementioned problems with AI bots and the equally stupid humans, each day kept saying I had to try again the next day for refund; obviously trying to hold onto my money for as long as possible absolute scammers AVOID AVOID AVOID!

Customer service is the WORST!!!! No help at all when trying to refund an item, went round and round in circles for 28 days thenFINALLY after 28 days they can suddenly help me but refuse the refund because it's over the 28 day period?! Never shopping with ASOS again!

Sent an expensive item back over a week ago, the tracking on the Royal Mail website says that they received it back. But that’s as far as I can see. They haven’t marked my parcel as received or refunded at there side and all I can do is wait as there is no human to speak to.

I am extremely disappointed with my experience with ASOS regarding an item I purchased that was advertised as containing faux feathers.

When I received the item, I became concerned that the feathers were actually real. I have since been going through testing and carrying out checks to establish exactly what material was used. During this process, I have also experienced a skin reaction after coming into contact with the item, which has been very concerning and upsetting.

I appreciate that the order was placed some time ago, but the reason I have only raised this issue now is because I have been taking the time to investigate what happened and undergo the necessary tests rather than making an accusation without evidence.

What concerns me most is that I relied on ASOS’s product description when making my purchase. If the item contained real feathers rather than faux feathers, this is a significant issue, particularly for customers who specifically avoid animal-derived materials or may have sensitivities to them.

I am now seeking a proper explanation from ASOS as to how the item was described, why I received a product that appears to differ from the description, and what they intend to do to resolve the situation. Given the circumstances and the reaction I have experienced, I also believe appropriate compensation should be considered.

I hope ASOS takes this complaint seriously and provides a proper investigation and resolution rather than simply treating this as a standard return or refund.

I have retained relevant information and supporting evidence regarding my purchase and the testing/checks carried out.

My husband ordered an item as a guest he now wants to return it. He did not receive a confirmation email. They have no record of the order. We even gave all possible email addresses but they would not actually tell us the email address. We also gave them delivery address. So we are stuck with an item that we do not want and have paid for.

They are purposefully misleading to upsell.
When you’re about to purchase on ASOS, they will encourage you to add the Premier subscription for £9.95 for next day delivery and other benefits for a year, but then not technically add it on as somewhere in T&Cs is stated it can take up to an hour to be active.
This is poor upselling for no benefit to the customer, and bad customer service followed this.

Terrible customer service just bots. Asos sent me a refund instead of the exchange I requested, and are now selling the size I requested at more than double the price. The bots are dreadful and send you round in circles, and then pretend it's a person when it isn't.

I've been using ASOS for years and have never had an issue with returns before. As with any online retailer, sizing, fit and quality can vary between brands and styles, so I often order multiple sizes or styles and return what doesn't work.

I was aware ASOS had recently changed its returns policy, but my account still appeared to allow returns. I placed an order, kept around a third of it and returned the rest the following day.

What followed was a frustrating two-month process. I never received confirmation that my refund had been processed, and each time I contacted customer service via live chat, I was told to wait 10 working days. When the refund was eventually processed, ASOS refunded me for the items I had kept, rather than the items I had returned, leaving a significant balance still owed to me.

I contacted customer service again, but the agents repeatedly insisted the refund had already been issued without understanding that the wrong amount had been refunded. It took three agents before someone finally understood the issue and escalated it to the specialist team.

Unfortunately, even then, the remaining balance was refunded to the wrong card — a different card on my account rather than the one I had used to pay for the order.

Overall, it took two months to resolve a return that I sent back the day after ordering. The situation could have been resolved much sooner if the customer service team had been properly trained to identify the error and understand how to correct it. Very disappointing experience from a company I've used for years.

I am absolutely disgusted by the level of customer service we have received from ASOS.

My wife generated a returns label but, due to an unexpected family emergency, was unable to drop the items off within the four-day period. When we contacted ASOS to explain the circumstances, rather than showing any understanding or offering a reasonable solution, we were told that she could simply have asked a friend to drop the parcel off for her. Astounding.

This response is completely unacceptable and demonstrates a shocking lack of empathy and common sense.

A genuine family emergency is hardly something that can be planned around, and suggesting that she should have simply found someone else to deal with it completely misses the point.

An utterly ridiculous response.

I am utterly appalled by my recent experience with ASOS. I ordered an item that arrived in horrendous condition—there were even signs of human blood on it. It was clear that the item had been used and was in terrible shape.

I submitted two complaints regarding this issue, yet I have not received any response from their customer service team. This lack of communication is unacceptable for a company of their size.

I expected better from ASOS, and I am seriously reconsidering my future purchases. If you value quality and customer service, I would advise looking elsewhere

ASOS used to be great. Since they changed their courier service to Relay it has gone downhill. There seems to be no real communication between Relay and ASOS both of whose customer service is just AI generated lip service - awful. Even when I reached a real person he was unable to help me.

I paid for next day delivery and Relay didn't deliver. They said they'd deliver the following day. They then said they had attempted delivery, but they hadn't as I was in all day and did take in other deliveries from other couriers. Relay then said they would deliver again in two days time. That's four days (if it even happens) for next day delivery.

ASOS seemed unable to get any other information out of Relay and I am now in limbo.

In fairness, ASOS did say they would refund me the postage fee. But it's going to take them another three days to chase up the query with Relay.

It's such a mess and this is not the first time we have had issues with Relay. Shame because I love buying from ASOS but while Relay is their courier I won't buy again.

Unbelievable negligence, missing items, and non-existent customer service!
​Review:
I have been a customer for a long time, but the level of service and warehouse carelessness has reached an unacceptable low.
​Warehouse incompetence (Order #1062488901): In a previous order delivered on August 25th, I received a package containing a bag and only ONE single thigh-high boot instead of a pair! How can a warehouse worker forget to pack the second boot? This is complete absurdity.
​Stuck Order #1063764172 (Black Boots): Placed on August 25th, fully paid. It has been sitting in "Order Confirmed" status for almost two weeks without being shipped. Tomorrow is the estimated delivery date, but the parcel hasn't even left the warehouse.
​Stuck Order #1065449567 (Skincare products): Placed on September 4th. These are essential daily facial care products. Once again, days pass and the status does not update at all.
​Customer support is entirely useless—they hide behind automated scripts and refuse to resolve issues or issue manual refunds before deadline dates, forcing customers to waste their personal time.
​I demand an immediate full refund for order #1063764172 and urgent dispatch of order #1065449567. I expect a representative from management to contact me directly to resolve this.

I’ve been let down by ASOS customer service several times now. When something goes wrong, they simply repeat the same generic, copy-and-paste response instead of actually addressing the customer’s frustration or taking responsibility.

they’re more interested in closing the case than resolving the issue. Very disappointing, especially when the problem is caused by ASOS in the first place. they simply don’t care if customers taking their business elsewhere.

My package got lost and I wasn’t able to locate it. I was offered a refund base on which I went out to shop last minute for the holiday. A day later the refund got denied as they felt it was fraudulent based on a refund request made over a year ago. No questions asked my account was blocked and customer service refuse to help even though the delivery team have taken full accountability. I demand my refund back! I will never shop form asos again.