• ASOS

ASOS

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Overview

ASOS has a rating of 1.4 stars from 2,051 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about ASOS most frequently mention customer service, post office, and next day problems. ASOS ranks 495th among General Apparel sites.

  • Service
    624
  • Value
    582
  • Shipping
    620
  • Returns
    549
  • Quality
    540
Positive reviews (last 12 months): 9.5%
Positive
6
Neutral
2
Negative
55
461
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How would you rate ASOS?
Top Positive Review

“The most awesome online shopping experience”

Sai P.
1/3/24

I buy regularly from Asos. I live in Singapore. My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much. Unlike websites like Mango.com which often cancels orders after 10 days due to stock non availability, Asos hasn't done that once.in all my 58 orders for my past 4 years. The prices are good on Asos and there are regular discounts. The only downside is I don't know the origin of the products before I order...coz sometimes the quality of the products are a bit substandard and it would reduce the inconvenience of a return.

Top Critical Review

“Retour policy is not 28 days”

Martine M.
9/15/24

I live in NL and the website mention they have a 28 day retour policy. Apparently this is not true because you have to create a return label within 14 days. This is not mentioned everywhere and 14 days is very short. T seems like this is intended to take advantage of customers. If you let customer service know you have missed this extra information they are very unwilling to help.

Reviews (2,051)

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Reviews that mention popular keywords

post office (117) phone number (86) delivery date (55) day delivery (60) customer service (862)
Thumbnail of user martine.n.mulder
1 review
0 helpful votes
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September 15th, 2024
Verified purchase

I live in NL and the website mention they have a 28 day retour policy. Apparently this is not true because you have to create a return label within 14 days. This is not mentioned everywhere and 14 days is very short. T seems like this is intended to take advantage of customers. If you let customer service know you have missed this extra information they are very unwilling to help.

Service
Value
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Thumbnail of user crystalveg
1 review
0 helpful votes
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October 24th, 2024

I ordered Nikes, they sent me Crocs. I sent the Crocs back and instead of refunding me, they closed my account for "fraud". I have all the tracking from UPS stating that they got my return. They just don't want to refund me. I'm filing a claim through Paypal and if they don't refund me, my Discover card will. Never do business with this deceitful company!

Tip for consumers:
They are liars and thieves!

Products used:
None

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Value
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Thumbnail of user richardk3048
1 review
0 helpful votes
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September 5th, 2024

Suspended my account for requesting a refund on items they didn't deliver - been shopping for 10 years with them and they have refused to refund due to "suspicious" activity

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Thumbnail of user joyssilva11
1 review
1 helpful vote
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July 4th, 2024

I placed an order and never received it. After two weeks it was cancelled without any explanation and refund given.
There's no email address available and I had to spend a lot of time talking to a robot and then to a customer service representative who didn't help me at all. She only explained and apologised.
The only assurance I needed was that if I placed a new order I would receive it by the end of the week.
I asked for an email address as I wanted to make a complaint and was not given one. Instead, I was advised that someone would contact me in 24 to 48 hours but that never happened.

Products used:
Never received my order

Service
Shipping
Thumbnail of user clairebrett.mbpss
1 review
3 helpful votes
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June 5th, 2024

Terrible customer service. Overseas chat/call centres with no complaints team. What company has no complaints team? ASOS has really gone down hill and I will never go through the hassle of shopping with a company with no adequate customer service. I was told incorrect information after being on chat with them for two hours and then the manager "Rafael" cut off the chat when I informed him that the information was incorrect. There is no recourse for customers.

Tip for consumers:
I didn’t know that ASOS now has no complaints team just overseas call/chat centres that are not helpful nor do they understand of the situation. Very robotic. The service is fine until there is a problem then there’s no recourse.

Products used:
Jackets

Service
Value
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Thumbnail of user jasonxu173
3 reviews
3 helpful votes
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June 12th, 2024

Bought a sweater and a cardigan, frankly the price was very cheap and the pictures looked good. The actual items received were good, but they don't last. The sweater lost its shape after one wash, and the cardigan seems to be polyester, which easily gets static electricity.

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Thumbnail of user mariumatu
1 review
1 helpful vote
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June 13th, 2024
Verified purchase

Package was lost in the DHL local department, which DHL confirmed, however ASOS claiming that wasn't the case as they were told by DHL otherwise. Essentially Asos has blocked my account and ignored the emails.
~400$ lost. Continuing on the legal pastern and suggesting others to avoid this company. It's first time experience in my life, not sure how they still exist.

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Thumbnail of user lolar95
1 review
1 helpful vote
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May 6th, 2024

I'm not really sure how some of these reviews that I'm reading are able to get a hold of a customer service person. I was told there was no phone number. Chat but that said getting a person but the answers to everything were so scripted I do not believe there was an actual person. I will never do business with this company again only companies that have phone numbers so you can talk to an actual person. Unfortunately it cost me $300 to find this out. ASOS hates their customers.

Products used:
I have been buying clothes and shoes from this company for six years. I have three daughters. Because of the horrible customer service I will never purchase another thing from this company.

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Thumbnail of user alijaber.agp
1 review
2 helpful votes
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May 18th, 2024

Shame on you asos and on aramex also, my order got delayed 1 month. Then when i received it i rejected for return as asos costumer care advised me. Then the return was delayed almost 1month also and have passed the timeframe for return and now i dont have the item amd i wont get a refund what is this logicc! This is unfair and unprofessional and unacceptable shame on you!

Thumbnail of user annachet5620
1 review
1 helpful vote
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May 11th, 2024
Verified purchase

I've been customer to ASOS for a long time because it had free delivery and good return policy which is important to be competitive on the developing market of internet shopping. They've recently changed their return policy, so read carefully! It says "28 days for return" as a headline but you actually only have 14 days to register your return and the rest 14 days are to send your items back.
I always read carefully the return policy so I noticed this change. Unfortunately, I started to register my return last day late in the evening and experienced technical issues to login to my account so I didn't manage to register my return before the midnight. After I updated my iOS I was able to login to my account again but the return button has already disappeared. I contacted the support team directly next day and asked them to help me with returning of some items of the order (some I wanted to keep). They refused and said that it's against return policy even though I explained the situation and said that it has been just a several hours late (not even one day). They also asked me to send print screens of my login issue which I unfortunately didn't do. So my advise - do print screens on every step that you do on their web page or just do not order from ASOS to avoid complications. There are other market places which offer better return and refund policies up to 60 days (not just 14). Really disappointed!

Products used:
Cloths

Thumbnail of user lawrencea460
1 review
1 helpful vote
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May 21st, 2024
Verified purchase

DO NOT DEAL with this company at all. They have no true customer service team and will wrap you up in a constant loop of chat system deflection. Even if you eventually manage to get an email response from a so called manager they will then refer you back to the chat option as a means of dealing with things and the same things happen. They are either employing absolute inexperienced idiots or are displaying deliberate deflection tactics to annoy people to the point they just give up - based on the amount of people who have given the same generic answers I am thinking it is the latter. We have asked for their complaints team, their legal team and to what industry body we can go to and every time they refer back to contacting them via the chat facility which they are now laughingly calling a 'real time' option. Absolutely disgusting that there is no avenue within this company to properly complain.
Our case is simple. We ordered 3 jackets and wished to return 1. The items were delivered to the post office a week earlier than the scheduled date given, however we were not notified that the delivery had taken place and the post office couldn't sms as they had not been given my mobile number. Only after I checked a few days after the scheduled date did we realise the goods were available for pick up from the post office and once we had we wanted to return 1 of 3 items and went on to raise a return and subsequently have spent an inordinate amount of time via their 'chat' system dealing with the overseas call centre mentality of deflection constantly being told we had to raise the return within 14 days of delivery. Our point that we were not aware delivery had taken place is accepted by them but they have ignored it and said 'the policy is...'
Any decent company would take a look at the facts and make a sensible decision here however they simply keep saying they cannot change it and refer us to their 'real time' chat system. Its an endless loop of stupidity.

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Thumbnail of user cjj152
1 review
1 helpful vote
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April 16th, 2024

Terrible company terrible customer service. Half the stuff they have is poor quality and looks different to the pictures. 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.

Thumbnail of user cohenyacouta
2 reviews
0 helpful votes
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September 26th, 2024

ASOS a atteint des sommets d'incompétence et de mépris envers ses clients. Après avoir FAIT DES ERREURS SUR TROIS COMMANDES CONSECUTIVES (toutes venant de leur part), j'ai dû insister pendant des jours pour obtenir un simple dédommagement. On m'avait promis un code de réduction de 15 % en compensation de ces erreurs répétées. Non seulement ce code a expiré avant que je puisse l'utiliser (j'ai tenté de l'utiliser le 22/09 il a expiré le 21/09), mais maintenant ASOS refuse carrément de le remplacer ou de m'offrir une quelconque compensation, malgré leurs ERREURS FLAGRANTES.
Cela fait PLUS DE 24H que je me bats avec un service client non seulement inefficace, mais également désinvolte et incapable de résoudre un problème aussi simple. Et pour couronner le tout, certaines des réponses reçues étaient bourrées de FAUTES D'ORTHOGRAPHE INDIGNES, qui rendent la communication non seulement pénible, mais aussi incompréhensible. C'est à se demander quel genre de personnel travaille dans cette entreprise (enfant? Stagiaire?).
Leur réponse après leurs multiples erreurs? RIEN DU TOUT. Aucun geste commercial, aucun effort pour corriger leurs fautes, rien. Juste du MÉPRIS et un service client en roue libre, totalement déconnecté des besoins des clients.

ASOS démontre un MANQUE TOTAL DE PROFESSIONNALISME et de respect envers ceux qui leur font confiance. Si vous cherchez à commander en ligne sans devoir gérer des erreurs à répétition et une absence totale de service après-vente, je vous conseille vivement d'ÉVITER ASOS À TOUT PRIX.

Donc pour résumer: service client qui ferait mieux de retourner à l'école avant de prétendre gérer des situations basiques. Après trois erreurs de leur part, j'aurais pensé qu'ils feraient un effort pour réparer leurs torts, mais manifestement, la satisfaction client n'est pas leur priorité. Il est consternant de voir un niveau aussi médiocre dans une entreprise censée être internationale. Malgré mes multiples tentatives pour obtenir un simple remplacement, ASOS ne daigne même pas assumer ses responsabilités.
C'est la pire expérience client que j'ai eue à ce jour. À fuir absolument.
Je vous partage en capture d'écran une partie de nos échanges, en espérant que vous puissiez déchiffrer le langage employé...

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Thumbnail of user nazanen
1 review
1 helpful vote
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June 9th, 2024

Don't order from this website
It's a SCAM SCAM SCAM
ONKY ROBOT TALKS TO U FOR ISSUE AND IT WILL GIVE U GENERAL ANSWER
NO HELP. It's a fraud

Tip for consumers:
Do not recommend buying from this website

Products used:
Dresses are chemical smelly

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Value
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Thumbnail of user rachels1470
3 reviews
5 helpful votes
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March 8th, 2024
Verified purchase

I order a pair of Nike air max Bella shoes. I got some high chunky heel black and white converse. Customer service is literally not helpful at all. Says they can't locate my real item. I am so confused on how these people shipping orders are so dumb. Like how do you mess up THAT BAD. Now I have to go out of my way to package it up print the label and drop off to UPS. Meanwhile still not have any idea what's going on with what I ordered. I guess I won't even be getting the correct item. She offered nothing for all this hassle.

Tip for consumers:
Do not order from here.

Products used:
None

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Value
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Thumbnail of user r.s.s2
1 review
0 helpful votes
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February 24th, 2024

I ordered a skincare item that came outside of its box, unsealed and probably used 😳But what's worse is 1.it came 2 weeks late and 2. Their customer service is horrendous.
It's been 2+ weeks of trying to get a refund and I think these guys are a total scam…Dubai, avoid at all costs!

Thumbnail of user joannam428
1 review
3 helpful votes
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February 16th, 2024

I have been a customer for over 15 years. I made a huge order this morning, went back 15 minutes later to make a change (which they state is ok on normal shipping), and was told I had to pay another full-price shipping fee for one small item add-on. After an hour on hold with customer service. They are greedy and extremely unhelpful. Basically, they don't do what they promise and will take your money regardless. Stay away.

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Thumbnail of user jillj586
1 review
0 helpful votes
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February 11th, 2024

2 orders screwed up so far. First order the one jeans ripped on the back right away on day one of wearing. (Definitely the cheapest quality material) my second order lost, refunded but no way to log a complaint or no offer for inconveniences. Totally a waste of money

Products used:
None it’s junk quality

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Thumbnail of user kristenm755
1 review
0 helpful votes
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February 15th, 2024

I bought a pair of sneakers. I took them out of the box and a piece of the leather on top was torn, and the soles were dirty so they'd clearly been worn. I returned them and they refused to give me a refund saying the shoes were not in new condition. Indeed. What a scam. I had my credit card company reverse the charge. ASOS sent me an email prompting a review and I wrote what I've written here, and including photos and wouldn't you know - they rejected the review as it did not meet their criteria. Yikes. I can't imagine how they can operate this way. They definitely have a huge inventory, but beware when you buy from them that you may end up with issues.

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Thumbnail of user njnymassage
1 review
3 helpful votes
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January 16th, 2024

I bought tow items that were scheduled to arrive on Wednesday Jan 17th, I then received an email today saying my package was being held due to insufficient postage funds. Is this a scam or just a normal way for this company of conducting business by trying to extort money out of customers.

Shipping
Thumbnail of user michaela5450
1 review
0 helpful votes
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February 5th, 2024
Verified purchase

I ordered a pair of shoes off of this site and I was shipped a damaged box in terrible condition. I asked for a resolution of this by customer service and they said nothing can be done. I will NEVER order from here again.

Products used:
Shoes

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Value
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Thumbnail of user tianimccarthy
1 review
3 helpful votes
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January 15th, 2024

They shipped me the wrong size shoe after I paid extra for shipping. They ask for 21 days to process a refund. I haven't received it yet, we'll see what happens. I would never ever order from ASOS again.

Thumbnail of user saip115
6 reviews
16 helpful votes
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January 3rd, 2024
• Updated review

I buy regularly from Asos. I live in Singapore. My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much. Unlike websites like Mango.com which often cancels orders after 10 days due to stock non availability, Asos hasn't done that once.in all my 58 orders for my past 4 years.
The prices are good on Asos and there are regular discounts.
The only downside is I don't know the origin of the products before I order...coz sometimes the quality of the products are a bit substandard and it would reduce the inconvenience of a return.

Tip for consumers:
The origin of the products.

Products used:
Cosmetics apparel shoes

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Awesome Web store
July 11th, 2023
Verified purchase
• Previous review

I am a super satisfied customer of Asos. I order almost every month from there. Massive discounts. Free shipping for orders above 90 dollars. Free returns and the most awesome thing is they have employed janio service which comes to my doorstep to collect my returns for free. The shipping takes over 10 days. But it's okay. I love this website. My whole family is hooked to Asos now! Thank you!

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Thumbnail of user courtneytaylors
5 reviews
11 helpful votes
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December 21st, 2023

Received the wrong shirt on my order. So, I called in and got immediate help! It was quick and after a couple of minutes I was basically fully covered. I understand everything, stuff just happens sometimes.
I'm so grateful how fast the situation was corrected! I want to thank the girl who was on the line with me, unfortunately don't remember her name, but I hope for more workers like her in the future!

Thumbnail of user artems28
1 review
1 helpful vote
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May 6th, 2022

Very stylish, and comfortable for all-day use. These are running shoes, but I will be wearing them for regular occasions and maybe training. They look great and fit perfectly, with no complaint of any kind.

Fast delivery, good new collections, good and fast website, fast support. Best online shop!

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About the business

ASOS brands itself as a "global online fashion and beauty retailer" and sells a variety of women's and men's fashion clothing through its website.

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1.4
2,051 reviews
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