ASOS customers report a catastrophically poor experience with a 1.3/5 average rating, driven by systemic failures in customer service, returns processing, quality control, and delivery reliability.
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Customers mention
ASOS Used to be my go to place for new clothes. However since they have updated there return policy is sucks! I’m sorry you can’t provide accurate measurements for your clothes + NND delivery used to be £4 now it’s £9.99 for a tracked 24 I don’t even cost that much from Royal Mail considering they will have a deal so they probably get delivery’s for peanuts
Returned parcel, no refund issued. Had to deal with very rude customer service representative who cut the call off even though I asked to speak to a manger for the poor service. Do not recommend and will not shop there again
I am very disappointed with how this issue has been handled at ASOS! I purchased this cardigan from ASOS on 1 May and returned it on 15 May after the item developed severe bobbling after only a few wears. The quality is clearly not fit for purpose. Before returning the item, I contacted your customer service team to explain that the cardigan had been worn but had become faulty due to poor quality. I was advised that returning it would be fine. However, on 20 May I received an email rejecting the return because the item was “heavily worn”. I then contacted customer service again twice. The first adviser did not properly address my issue and ended the chat abruptly. The second adviser listened but still refused to help and also ended the chat without resolving anything. This is not a case of returning an item simply because I changed my mind. The item became faulty after minimal wear and does not meet acceptable quality standards. Under the Consumer Rights Act 2015, products should be of satisfactory quality and fit for purpose. (GOV.UK)
The worst customer service experience.
Terrible customer service from Shradha Piwahal - needed to cancel my order as used the wrong payment method. Reordered but customer service team wouldn't give me a new discount code (that i used on my previous order). Such a simple and easy thing to do to make a customer happy. Won't be using ASOS again.
missing parcel no number to contact no humans to talk to you speak to a computer.
Truly awful. AVOID AT ALL COSTS. I returned a parcel to asos with a few pieces. The tracking had shown it arrived but they never refunded me. This was well within the return time and once I queried where my refund was, THEY CLOSED MY ACCOUNT FOR 'SUSPICIOUS ACTIVITY' and said I had to claim the money back from the bank. I did nothing wrong and they've been a massive headache. The company deserves the downfall and losses its going through. Good riddance.
I received bikini bottoms with poo and other bodily fluids in them and they are not helping me!
I feel bad for anyone working there who is capable because they’re having to clean up after the rest of the customer service team. Firstly ASOS lost the return, when chased couldn’t figure out what they had and had not refunded. Eventually I was told a refund would be processed in 10 days. Turns out it was never raised by the first agent. Do not trust whatever they are telling you without some kind of verification. Rich of ASOS to charge customers for returns when they’re sending out wrong, horrible quality items. Either be a proper online only store or give up guys, cause you suck.
customer service is absolutely appalling/non-existent. only way to get in touch is via chat function on their website and the agents are absolutely useless and do not understand what you are saying. they must also be working multiple chats at once as each message takes 5+ minutes for a response - you will be on the chat for 40+ mins for even a basic enquiry. unable to escalate complaint to anyone who speaks any sense
Scam company. They delivered the order at the front door where it could easily be stolen, and then claimed that 19 products could fit into one very small box. They initially agreed to refund me, but later blocked my account and refused to provide my refund. Very poor customer service and an extremely disappointing experience.
Worst customer service ever. I got a discount code for my birthday which did not work and anyone could solve it. Just a repeated answer from IA that they cannot do anything. Horrible…
I ordered a pair of running shoes from ASOS as they were cheaper than on competitor websites. On arrival I assumed the trainers were the correct size 9 as they were in a box marked "size 9" and tied together with a label marked "size 9." It was only after I'd started running in them that it became apparent that, while the left trainer was correct, the right trainer was size 8 - too small. I contacted ASOS by chat - they don't have email, phone or postal contact - and was told to return them via courier which I did. Three weeks later I received the trainers back with a rejection email telling me they couldn't be returned due to their worn state. I then tried to complain via chat and after 20 minutes with a handler I was told I would be put through to a manager. I then waited a further three hours before the connection was inexplicably cut. I logged back in and opened another chat and was told I'd be prioritised and was asked to wait again. Thirty minutes later I was cut off once more. Truly shocking service.
Tracking service unavailable (no ID provided), delayed delivery (>1 week) in spite being a premium customer,
Diabolical. Just don't order from them. Everything will go wrong, you won't receive your order on time even though you paid next-day, they will leave crucial information about their delivery out before you order and then lie to you that they told you before, you won't receive any help, their agents will be unresponsive an unreasonable, then your items will be faulty and they'll lie to you that they're supposed to be like that, and you will just be left frustrated like the 3000 other people here who have left them a 1-star review.
Based on 28 verified customer reviews, ASOS holds an average rating of 1.3 out of 5 — rated Bad on ReviewTerminal. 7% of customers gave 4 or 5 stars.