ASOS Reviews

Michelle 2025.09.03

     

Terrible Zeer onbetrouwbare partij. Aanvallende communicatie. Moeilijk te bereiken. Komen beloftes niet na. Als je dit netjes benoemt per mail (je kunt niet bellen) dan snijden zij alle communicatiekanalen af en deleten je account met de mededeling dat je je als klant schuldig maakt aan verdachte activiteiten. Gelukkig heb ik via Klarna gekocht en helpen zij bemiddelen. Niet met Asos in zee gaan. De site werkt goed en bestellen werkt klantvriendelijk. Daar houdt het op.

Date of experience: 03 August, 2025

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Anastasija Storozuka 2025.07.30

     

zero stars isn’t an option I wouldn’t even give one star if I could — but unfortunately, zero stars isn’t an option. If you’re planning to become their customer, be prepared to get banned—even if you leave a ton of money there. Just for returning defective items or used clothing that they themselves sent you. I was a loyal customer for many years, but they simply threw me out without any explanation. Now no one from my large circle of friends and family will ever buy anything there again.

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cynthia russo 2025.07.12

     

Worst experience ever. First time buyer I bought four dresses for my daughter for a vacation. The order was about $130. I received one of the four dresses. I contacted their customer service. They said they would refund me for the missing items. Next day I received an email that my new account is now closed for fraud and I had no other recourse. I would have to go to my bank if I wanted a credit. Totally unbelievable I’ve never even bought from them before so I don’t know how they came to this conclusion that I’m trying to commit fraud. Hundred percent guaranteed whoever is packing these items or if they’re going to customs somebody is stealing. Will never buy from this company again. I actually still have one active order that has not arrived so I’m just keeping my fingers crossed that it actually gets to my house intact.

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Gemma B 2025.07.04

     

Don’t look after their customers. Terrible online customer service. They sent me a faulty item that was part of a suit. The jacket sleeve was sewn together. I ordered my husband’s whole outfit from them and got a discount and free delivery as I’d spent over a certain amount. When I told them that the jacket was faulty they said that they had to receive it back and inspect before they could give me another discount code to match the original. I explained that the replacement one would then not arrive on time if I did that. They just failed to see how they should have honoured the original discount and reimbursed me for my postage as I’d now have to order next day to ensure it arrived on time. They’ve now received it back and accepted the refund but will not refund me the difference in price. It may not seem much to them and they think I’m being awkward but it’s my hard earned money. I’m not asking for something for nothing. I got a faulty item and had to send it back and pay another £12 more than I had originally thought just to get what I ordered and it arrive on time.

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Carl R 2025.07.03

     

Disappointment If you need a summer item from ASOS I recommend you order early fall. Their shipment is herendous. This company has deteriorated so badly. I think I have to say goodbye to what was my favorite online shopping place for years.

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Amy Jackson 2025.05.14

     

ASOS are an absolutely horrendous ASOS are an absolutely horrendous company. I have returned an item and been waiting for a refund for over two weeks. Every time I contact I am told a 'specialist' team will contact me. Absolutely load of waffle. Go on google and look into the reviews of this company. They have scammed people out of hundreds, not refunding items and constantly ignoring requests. I doubt this specialist team even exists.

Date of experience: 12 May, 2025

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die'shimain claiborne 2025.03.11

     

Terrible I ordered items from them had next day shipping shipping was delayed for whatever reason second half of my package was delivered late and stolen they told me I had insurance the insurance website did not work I called to no avail still waiting on call back reached out to asos they originally told me the items I got were no longer in stock so couldn’t get a replacement so would issue a refund just wait 24 hours for refund receipt instead I received and email saying account is deactivated and I will not be getting a refund and now can no longer access my account to get the chat messages

Date of experience: 29 January, 2025

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Jennie Tran 2025.02.27

     

Online customer service embarrassingly terrible Online chat customer service is embarrassingly terrible for ASOS, poorly trained staff, awful customer service and responses, do not recommend. Leaves you feeling frustrated, unappreciated for your service and loyalty. Shop elsewhere sans you will not have to witness their poor poor online chat customer services

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Katrien 2025.02.12

     

Returns are not accepted, although within time. Returns are not accepted, although within time.

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Bilyana Oliver 2025.01.30

     

Slow and unecaptable refunds I’ve given ASOS multiple chances, but their return process is beyond unacceptable. Every single time I return an item, I wait over 21 calendar days just to make sure they have plenty of time to process everything—even accounting for delays. And yet, nothing happens. No confirmation, no update, nothing. Only when I personally contact customer support (which, to be fair, is polite and responsive) do I magically receive an email saying my items have been received and that a refund process has been started. This pattern happens EVERY single time. It’s clear that ASOS doesn’t bother to process returns unless you chase them for it. This is outright ridiculous. A company of this size should not be operating like this. I shouldn’t have to manually remind them to do their job. For this reason, I do not recommend ASOS at all and will be deleting the app. Their handling of returns is inefficient, unreliable, and a waste of customers’ time.

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Signe Spīgule 2025.01.30

     

don’t order if living in Canada definitely not suggesting to order from asos to Canada. I had free shipping on asos but ups wanted to charge 48,11 $ more for delivery. I just send back package to asos hoping they will return money. I will never order from asos. never!

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Elizabeth J 2025.01.14

     

The absolute worst customer service team. My whole email thread with customer service was just different people copy and pasting back the exact 4 sentences with a little more detail each time. I decided not to return an item and when I asked for a refund for the return fees I paid, they 1. pretended like they didn't understand what I was asking for about 3 emails 2. they told me I needed to contact the shipper (rebound) for a refund. 3. they then told me I needed to contact Canada Post for a refund (even tough I never paid anything to Canada Post). I ended up having to dispute the charges through my bank. Such a scam of a store

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Hicham 2025.01.11

     

Asos worthless customer service and managers Review: Order Number: 961918711 My experience with this company’s customer service has been absolutely appalling. I was severely ill for over a week and was therefore unable to return my package within the 14-day return period. On the 15th day, I reached out to explain my situation and requested a solution. To my shock and utter frustration, a manager responded in the most unprofessional and dismissive way possible, telling me to “read the terms and conditions so I don’t face trouble in the future” before abruptly leaving the chat without offering any assistance or support. This behavior is beyond unacceptable. I clearly explained that I was sick and physically unable to meet the return deadline, expecting at least some level of understanding or flexibility. Especially since previous customer service representatives assured me there would be no issue. Yet, when I finally spoke to a manager, I was met with zero empathy and an unwillingness to help. No effort was made to resolve the situation or even acknowledge my valid reasons. The sheer lack of professionalism, compassion, and accountability displayed by this company is astonishing. When a customer contacts you with a genuine problem, you should treat them with respect and try to find a solution—not dismiss them in such a rude and degrading manner. This has been one of the worst customer service experiences I’ve ever had, and it’s clear that this company does not value its customers. I strongly urge anyone considering ordering from this company to think twice. If something goes wrong, don’t expect any help or decency from their so-called “support team.” This was a deeply disappointing and infuriating experience that I will not forget.

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sebastian m. 2025.01.06

     

Verified

ASOS bungles order, expects customer to pay to fix their mistakes I placed a $377 order with ASOS on November 27th. It then gave me an estimated delivery date of December 30th. Every previous order I have placed with ASOS has arrived within a week via DHL. I contacted support immediately, who assured me that the order would arrive by courier in the normal timeframe. By December 20th, it was clear the order would not arrive in time for Christmas, so I contacted support to cancel the order. They informed me it would be cancelled and refunded. Today, January 6th, the order arrived at my local post office. I took it home and contacted support once more to find out why the order had not been cancelled and refunded, as I was assured it would be. After ten minutes, it became clear they would do nothing at all to resolve the issue, despite the multiple false assurances by their support. The agent confirmed that in addition to paying the import duties to receive the package, I would need to pay the postage to return it plus a return fee. Three payments to fix their repeated errors. Absurd. Last time I will ever order from this company. They do not care about their customers one bit.

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Julie T. 2025.01.01

     

Verified

VERY VERY POOR! AVOID! Very, very poor customer service. I ordered a jumper for my son-in-law as a Christmas present (Order number *******), but it is too big. I spent an hour today (1st January) trying to find a customer service telephone number, only to fail. Eventually I got a response from the annoying chatbot on the ASOS website. Chatbot said NO. I insisted I be put through to a manager. After another 30 minutes was eventually transferred. The manager eventually decided that I definitely could NOT have a refund or an exchange. Suffice it to say, I am NEVER buying from this company again. Customer service is NON EXISTENT! AVOID ASOS!

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Jim 2024.12.29

     

Won’t let me return a gift. My mom bought my daughter a pair of shoes that did not fit. All I wanted to do was return the shoes and have my mom’s credit card credited. This was impossible for them to manage. Don’t buy from this website, they are useless.

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Lou M. 2024.12.26

     

Verified

Do not recommend shopping with Asos - horrible experience O not shop here. First time customer, I ordered a pair of shoes for my daughter for Christmas. Ordered them November 14th, she received them yesterday for Christmas. They are not the right size - we put them next to her other Addidas size 9 and these shoes are clearly significantly larger (we think they sent a man's size 9 or they changed their sizing, but they are not a w9 despite them adamantly confirming they are - they are not, we are holding the physical proof). They will not return or exchange them despite an hour on chat, showing them a photo of the clear size difference between the two shoes, etc. We are 3 days past their ridiculously short return window which I honestly did not see when I ordered, or I wouldn't have ordered from them. Most places allow a longer return window, especially at the holidays. The customer service was unsympathetic and not helpful at all. Horrific return policy and customer service. These shoes were $110. Not the way to treat customers you value. Buy from the manufacturer direct, skip this awful distributor. We are also writing a letter to the manufacturer - as someone who works for a manufacturing company, I'd never want this company for a distributor if this is how they treat their customers.

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Bhupinder Singh Juneja 2024.12.13

     

Null Kulanz und kein Kundenservice – ASOS enttäuscht auf ganzer Linie Ich bin absolut enttäuscht von ASOS und dem sogenannten "Kundenservice". Aufgrund einer Krankheit konnte ich meine Retoure leider einen Tag zu spät zurückschicken. Für ASOS war das jedoch schon Grund genug, mir die Erstattung zu verweigern. Auf Nachfrage im Live-Chat wurde mir ohne jegliches Mitgefühl gesagt: „Das ist das System, wir können nichts tun.“ Keine Hilfe, keine Lösung, keine Flexibilität. Als Kunde erwartet man in solchen Fällen zumindest ein Mindestmaß an Kulanz oder die Möglichkeit, mit einem Vorgesetzten zu sprechen. Fehlanzeige! Der Support war nicht nur unhilfreich, sondern vermittelte mir klar das Gefühl, dass Kundenservice hier lediglich ein Name ist – und nichts weiter. Für ein Unternehmen dieser Größe sollte Kundenorientierung selbstverständlich sein. Leider ist das bei ASOS nicht der Fall. Statt Support oder Verständnis bekommt man starre Regeln und leere Worte präsentiert. Fazit: Das Thema ASOS ist für mich erledigt. Ich werde hier nie wieder etwas bestellen. Diese Erfahrung war nicht nur enttäuschend, sondern auch extrem frustrierend. Wer Wert auf Kundenservice und Kulanz legt, sollte sich besser woanders umsehen.

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DV g. 2024.12.09

     

Verified

Experience I have never had a worse experience with online shopping. I placed an order on November 28, expecting prompt shipping. I contacted customer service multiple times, only to be told to wait because the parcel was allegedly on its way. However, the delivery service Inpost never received the package. Finally, today, December 9, I was informed that the order won't arrive, and I was offered a refund. No apology was provided, and now the prices for all the items I ordered during the Black Friday sale have increased. Thank you for this "amazing" experience. I will not recommend ASOS to anyone and will avoid shopping here myself in the future.

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Krishnan Kumar 2024.12.06

     

Refused the honor the ordered item I ordered a Blue color winter jacket on sale. ASOS shipped a wrong color jacket. Contacted customer service and they advised me to return the item to get refund and order the original Blue color jacket again with the current higher price. They refused to send the replacement item. Order No.: 956502589.

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