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    ASOS

ASOS

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Overview

ASOS has a rating of 1.4 stars from 2,054 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 473rd among General Apparel sites.

  • Service
    626
  • Value
    584
  • Shipping
    622
  • Returns
    551
  • Quality
    542
Positive reviews (last 12 months): 10.2%
Positive
6
Neutral
2
Negative
51
View ratings trends
463
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How would you rate ASOS?
Top Positive Review

“Good looking is enough”

Jason S.
6/12/24

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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Top Critical Review

“ASOS Sent me old worn shoes!”

Ree M.
11/5/24

Bought a pair of Dr Marten shoes which are supposed to be one of the best for leather and longevity. When the shoes arrived they were farrrrr from new! They were battered! They had clearly been worn for several weeks and returned or worn by an ASOS member of staff that decided to exchange their battered pair for my new pair upon dispatch! I have attached photos as the shoes' battered state on delivery have to be seen to be believed! AVOID this company, they no longer care about their customers.

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Reviews (2,054)

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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 lindsayf30
Canada
1 review
0 helpful votes
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May 10th, 2018

They write in their fine print that they're not responsible for anything they print on their website. Therefore, when they claim to offer free shipping and returns, they're blatantly lying. They also wouldn't cancel my order as they claimed it was shipped 1:15 minutes after it was placed. Watch out, this company is a scam.

Thumbnail of user kellyh714
South Carolina
1 review
0 helpful votes
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November 9th, 2020

Asos messed up my delivery address and after hunting them down, talking to 8 different chats and two different email chains, their solution was for me to pay for a shipping label and get my neighbor to send it to me. How is this a solution? The customer service had different solutions each time which led to the problem and get it was on me and my dime to fix it. It was horrible and I felt so angry working with them. They were the worst I have ever experienced and have never seen a company blame the customer and unable to give a pre-paid label for about $15. Its sad and disgrace. Such low lives.

Thumbnail of user devann7
Canada
1 review
0 helpful votes
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September 29th, 2020

We ordered clothes easily enough, but had difficulty inputting the discount code. Then when the clothes arrived, we paid $70 per order in customs in addition to extra taxes. When we tried to contact the company, there was no working means of communication. Instead, it was a loop from FAQ to broken contact links. Don't order from here.

Thumbnail of user dees24
Canada
2 reviews
3 helpful votes
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October 5th, 2020

Bought a $160 dress and received it in the mail recently only to discover that it has literally been worn and damaged. It has dirt stains all around the bottom and has lots of broken beads at the top.

Thumbnail of user rossd30
California
1 review
1 helpful vote
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January 28th, 2018

I spent a frustrating 50 minutes trying to place an order with ASOS on line. They would not place my order until I agreed to register as a continuing customer. I tried very hard to just place a single order. I got caught in a loop with the order process. Screw this "$#*!." They are just not worth the effort. ASOS needs to trouble shoot their order process and make it user friendly. I cancelled my order; so should you.

Thumbnail of user mel2874
Australia
1 review
7 helpful votes
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September 29th, 2015

Did not receive my order, even when I have paid the extra express delivery fee.

When I did reach out to find my parcel, I was taken on a joy ride and in the end left on my own to contact the courier company. I would have done this except, the number given to me was disconnected. Customer service was inefficient, courier service was absolutely terrible. I still have not received my parcel, it has been a week now.

All because, ASOS cannot/will not help me contact the courier company to solve this issue.

Very disappointed at ASOS and the way they handled the situation, terrible shopping experience.

This used to be one of my favorite online shopping sites, and now I am very reluctant to shop there again.

Thumbnail of user rahwaa
Canada
1 review
2 helpful votes
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July 20th, 2018

I paid 180 for a dress from asos. I paid an extra 15 to have the express shipping option. I was not told about any other fees while checking out. DHL their preferred delivery courier charged me 80 for duty taxes and fees. Completely ridiculous. Then to ship it back for a return I was charged 22. Smh. So I have wasted 15 dollars to expedite the shipment, 80 on DHL fees and 22 to return the product. That is 115 total on absolutely nothing. I will NEVER order from Asos again. If your a Canadian customer I suggest you do the same.

Thumbnail of user jeanpaulk2
GB
1 review
0 helpful votes
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November 14th, 2023

A very bad customer service, cheap products and thiefs, they put an expiry date for their gift cards, so after that they take the money for themselves. So bad...
1 star is to much, I give them 0 stars, not surprised if they go bankrupt in the near future... How boohoo is cheapy but they still have better customer service...

Service
Value
Shipping
Returns
Quality
Thumbnail of user oliviab97
Mauritius
1 review
0 helpful votes
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February 6th, 2019

Will never order again.
I had a good experience before, until 4 weeks ago when I did not see my 2 parcels arriving, and wanted to get more information on the matter on the online chat, the customer care of one of them was disgusting. He was showing me how much I bored him and That he did not have time for me. But I was happy when a few days ago the customer care of asos messenger helped me to get my money back. However today when I wanted to order back my stuff I saw that asos shipping fee jumped for 4usd to 31.68 usd. And free shipping from 31.68 to 315 usd. Honestly I live in a small country where the salary is not that great and if the shipping price are jumping that high I prefer to look for another online clothing site, as for us its quite expensive. And when my friends and relatives got to know about it their reaction was the same. I don't think I will ever buy there again.

Thumbnail of user christophers45
Massachusetts
1 review
2 helpful votes
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December 25th, 2014

I was in a tough situation pre Christmas. The first company I had ordered a watch from discovered they were out with 4 days to go. ASOS was the only company with this watch I could find on the web. While I saw a number of bad reviews on line, ASOS came thru big time! The watch was shipped from England to Boston and arrived in time for Christmas. Good job. Thank you

Service
Value
Shipping
Quality
Thumbnail of user janee305
Minnesota
3 reviews
8 helpful votes
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September 20th, 2023

This was the first time I ordered from ASOS. I did the size finder and read the reviews for the item that said to order a size up which I did. I don't think my Size 4 cardigan would fit a toddler! I am thin and I can't get my arms in the sleeves. I wanted to exchange and they will not. The policy says no returns or refunds in final sales items but it doesn't say no exchanges. You can't call the company only chat. My recommendation is to not order from this company.

Tip for consumers:
Do not like this vendor

Products used:
Cardigan

Thumbnail of user iwonap
GB
1 review
0 helpful votes
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April 26th, 2019

Didn't receive my order so contacted customer service to find out where is it, via chat, biggest mistake ever! I was contacted with Beth who didn't give me any information apart from that specialist needs to look into it, made me wait another 24 hrs without any info and disconnected with me! What kind of specialist? Really? You need a specialist to contact DPD and find out where is my order?!
Where are your customer service skills? How can you disconnect a chat that customer started without sorting out the issue or at least trying? How can you finish the chat before the customer is happy with the outcome?

Thumbnail of user beccam42
Iowa
1 review
20 helpful votes
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February 8th, 2020

Surprise surprise. My return got "lost in the mail" too. Sounds like this is a recurring issue for this company. Seems odd since packages don't go missing in the mail as often in general as they do for this company. Now I'm going in circles with customer services trying to get my refund. Apparently free returns aren't actually free because if you don't pay for package tracking, the company will "lose your package" and not refund you.

Thumbnail of user meaganp2
District of Columbia
2 reviews
1 helpful vote
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April 2nd, 2016

Although there was only one attempt to deliver it which I missed, it still came early. Of course the dress I purchased was as lovely in person as online but I was especially impressed with the packaging. It was impeccable. So neatly laid in the bag and gave super easy instructions for returning. Even gave instructions on how to keep the garment in good shape and included a hole in the bag it was shipped in to carry as though it were a shopping bag. How cute is that? They really care about their presentation to their customers which is SO important to me. I'm so happy with what I received. Can't wait to order again.

Thumbnail of user mf141
New Zealand
1 review
1 helpful vote
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November 26th, 2018

Ordered, received my order with item missing. Contacted them and said they'd refund, was disappointed as main reason I ordered was that item and they now tell me its out of stock. Okay, at the very least they'd refund me the correct amount I paid for that specific item? Nope. Apparently its my issue now because of an item they didn't deliver. Had about 5+ emails between their customer service with the same reply, refer to terms and conditions. Its your fault your order is now below minimum spend. No its not, because my order was above minimum spend until ASOS didn't deliver and forced me to get a refund. The most annoying customer service ever. None of my questions were ever answered and they're trying to take money from me for their FAULT.

Thumbnail of user laureb2
Canada
1 review
0 helpful votes
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May 13th, 2021

We assumed we were buying from a Canadian site. We were surprised to be charged a sales tax of $21 by Canada Post. We're disappointed by ASOS's lack of transparency that their merchandise is being shipped from the U.S., resulting in customers paying unexpected customs' fees. Be careful!

Thumbnail of user yanoullap
Cyprus
1 review
1 helpful vote
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February 1st, 2016

Otdered 3 dresses and all 3 were perfect. Fantastic quality for the price I paid. I was also suprised how quickly I got them. Had no problem cancelling one order when wrong size was ordered by mistake, they were very helpful. This is the best site to order

Thumbnail of user annt311
Canada
1 review
2 helpful votes
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July 6th, 2021

There are hidden custom fees attached to your order and this is quite hidden from the customer.
I find it extremely questionable that this information is not mentioned before placing the order.
We should be aware of this as it's not a negligeable amount
I had to do a search on their site to find out about it after I paid $50 at the post office.
I used the email from the order confirmation email i received, but my messages got the failure delivery or... blocked.
Extremely unprofessional and a huge disappointment.

Service
Thumbnail of user shelvio
Indonesia
1 review
1 helpful vote
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November 2nd, 2013

I emailed Asos to ask why 8 items missing from my order. A customer service named TRUDY banned my account. No explanation for me why my items were missing. I paid expensive charges for this order. This order has tracking number, Asos can check whether it's true or not.
Cannot believe Asos can hire such hater to become customer service.
She even scold me and made it a problem about my family member accounts.
I only want to know why and who cause this happen, is it because Asos didn't send complete items, custom people took my items or Skynet lost my items.
It's okay if Asos did not want to responsible but don't treat your longtime buyer like this.
People spend their hard-earned money and willing to wait so long for Asos items but this is what happened when you ask something.
You will find Asos good when no problem with your order but when something's wrong with it, it will be so difficult to solve. Even asking why will result in banning account.No solution, banned account, case closed.

Thumbnail of user hollandh4
Hawaii
6 reviews
59 helpful votes
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March 6th, 2019

I have been ordering from ASOS for years, more lately since I have a teenaged daughter. DO NOT shop this site. There is no customer service and they will charge you LONG before you receive your package- IF you receive it at all. They straight up lie about delivery dates, so plan at least a month later than they project, and be prepared to be disappointed when your stuff arrives. Its hit and miss- some stuff is great, other things are off size and cheap. BEWARE! They are barely better than a scam.

Thumbnail of user veronikak16
Czechia
1 review
7 helpful votes
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February 6th, 2020

I have so many bad experiences with them. Since they got stocks in Germeny and sending parcels via DHL Germany they always mess up things! They lost my parcel once and for the second time they lost it for a month and then sent it back tu them. It took me hours on customer care and over a month waiting for the money back. Also one time someone on the chat told me "you should worry about it that much" how rude! Of course I'm worried because I paid for my stuff and never got them! The two recent orders have delays. Estimate date is nothing for them. I give up, i will never order from them again.

Thumbnail of user nickyp32
Australia
1 review
0 helpful votes
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February 18th, 2022

Do not buy from this company.
If you need to return you will never get a refund.
Near impossible to contact anyone.
Only a chat service available after going round and round in circles.
Absolute poor service the worst I've ever come across.
Do not buy from ASOS

Tip for consumers:
Do not use this

Service
Value
Shipping
Returns
Quality
Thumbnail of user heatherc130
Missouri
1 review
0 helpful votes
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March 20th, 2018

I ordered a nice dress for an engagement party. It arrived in time because I paid way extra for express shipping. When I opened the bag it was a COMPLETELY different dress. Not even the right color. They went to Walmart and found the best $4.00 dress they could and sent that instead.

Thumbnail of user islas2
California
1 review
0 helpful votes
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January 18th, 2018

Amazing company always have whatever you need! I am almost 14 and I find that these clothes are super cute! They arrive in a reasonable time with free shipping! Everything here is my style and I am so happy to have found this amazing company! Quality is good and so is the price!

Thumbnail of user hanac2
Australia
2 reviews
4 helpful votes
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February 28th, 2014

Reading some of the reviews is making me uneasy, but so far I've had a good experience with ASOS. I ordered a skirt, and it shipped from the UK to Australia in just over a week which I thought was pretty good, and on the same day my dress arrived which I ordered two days after the skirt. I'm new to online shopping, but the service seems pretty quick to me. I've read that some people have trouble with confirmations and tracking the order, but they always send me a confirmation email, an email that let's me know it's been shipped, and the tracking service works well. The sizing is also accurate on the item's I've got so far, and they fit well. I can't really make a comment on customer service though since I haven't had to deal with any issues yet. I haven't had a bad experience with ASOS yet, so I'll keep buying from them.

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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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