ASOS Reviews 

I am extremely disappointed with my experience with ASOS.

I placed an order over a month ago, and despite countless follow-ups, my item has still not arrived. Throughout this process, I’ve been given multiple conflicting explanations by different customer service representatives, with no clear answers or accountability.

To make matters worse, I was promised a refund by a specific date, only to then be told that I now have to wait another 21 days for the item to make its way back to ASOS before they’ll process my refund. This is completely unacceptable, especially considering the parcel never reached me.

I was also left to chase the delivery company myself, despite them being largely unresponsive. Rather than taking ownership of the issue, ASOS insisted they could not refund me until they physically received the goods back, effectively leaving me out of pocket for weeks over something that was entirely outside my control.

The lack of communication, inconsistent information, and refusal to resolve the issue in a timely manner has completely eroded my confidence in ASOS. Customer service should make situations like this easier, not more frustrating.

Unfortunately, after this experience, I will never be ordering from ASOS again.

I have been trying to return an item for over a month, but ASOS has failed to resolve what appears to be an internal issue with my return.

I have contacted customer service every week. Each time I receive the same response: "Please wait while the issue is being resolved." No one has been able to provide a return label, no one has given me a timeline, and no one has taken ownership of my case.

Meanwhile, I have been charged over £100 for an item that I have been trying to return in accordance with ASOS's own process.

What I find most unacceptable is not that a technical issue occurred, it is the complete lack of accountability. Waiting over a month with no estimated resolution date, no proactive updates, and no meaningful progress is simply not an acceptable level of customer service.

If ASOS cannot resolve a return because of an internal system issue, customers should not be left out without a refund!

I am now asking ASOS to resolve this matter immediately by issuing my return label and processing my return without any further delays. Very disappointing experience, I was a loyal customer but this definitely has changed my experience!

What has happened to this company? They used to provide such great service.

My wife and I have both had very disappointing experiences recently. We’ve received multiple pairs of shoes that appeared to be used, often arriving in plain brown boxes instead of the original packaging.

On top of that, almost everything is shipped in plastic bags, so the items frequently arrive with crushed, tatty, and damaged packaging. This is far below the standard we expected and nowhere near the level of service this company used to provide.

Awful company. Delivered parcel to wrong address then were deliberately ignoring me via chat and emails. Such cases raise important legal questions.

Really great app. Rally good returns process and great customer service

I have been a loyal ASOS customer for 7 years, but my recent experience has been nothing short of a nightmare. I am currently out over 100€ because ASOS has both my money and the 5 items I returned to them.

The ordeal started with a technical glitch on their website. I tried to generate a return for 5 items (order value ~300€), but the system kept looping and failing to register the return in my account. With no phone support available, I was forced to use their online chat.

After 45 minutes of explaining the issue to an agent, they completely misunderstood and split my single return into two separate packages. They emailed me two separate QR codes. I followed their instructions exactly and dropped both packages off at the courier. The store confirmed both packages were scanned and dispatched.

A week later, nothing was showing in the "My Returns" section of my ASOS account. I contacted chat support again, only to be told they only have a record of one package (containing 2 items) and refused to acknowledge the other package (containing 3 items) without a tracking number. When I pointed out that they generated the QR codes and I only received one confirmation email from the courier, the agent gave automated, evasive answers and abruptly ended the chat in my face.

ASOS customer service is entirely unaccountable. They hide behind AI bots and remote chat agents who refuse to answer direct questions or take responsibility for their own system failures. I have the chat transcripts, the QR codes they sent me, and courier confirmation, yet I am left entirely without support. Avoid ASOS at all costs if you value your time and money.

I bought a pair of shoes (which were very nice, no problems) and what was supposed to be a luxury gift set for a birthday. the gift set arrived damaged and late, meaning I had no time to exchange or return it before gifting so I had to last minute go out to find another suitable gift box, which put me out of pocket. this isn't ideal as a student. I requested a partial refund, just to cover the unnecessary cost of replacing the gift box and the items which were missing from the gift set. I was forwarded to a very nice customer service assistant who understood my issues but it was evident that she was prohibited from increasing customer satisfaction. I feel the company should have something in place to take account for poor packaging therefore damages caused by poor and late delivery in order to avoid dissatisfied customers. I was simply offered a 10% discount on my next shop which doesn't help as I already get that discount as a student and they cannot be stacked.

I'd like to preface this by saying that I used to use ASOS regularly and never had any problems until now. I'm not sure if in the 3 years since I last ordered from them their performance has plummeted but I have been left frustrated and disappointed by their service.

Last Thursday night I ordered a pair of shoes for an upcoming month of traveling. I used a discount code and opted for free delivery as it said 3-5 working days and I thought I had more than enough time. Initially it said estimated delivery Saturday 18th which raised some concerns but I assumed it would be faster, especially since that would be 8 working days from when I ordered. Yes I could have paid the expensive ~£5 for next day delivery however I thought I had more than enough time if it came within its specified timeframe.

It is now Wednesday afternoon and 5 working days have passed and I haven't even had notification that they have been dispatched yet ! I need them by tomorrow latest and that's not going to happen at this point so they'll be delivered sometime after I'm away.
I tried to speak to the chatbot customer service on their help section to see if I could upgrade to next day delivery but that wasn't an option. It suggested trying to cancel, then reordering with next day delivery, however now the item I ordered cannot be bought with a discount code so it would cost me an extra ~£30 all in ! I'm now left in a difficult situation where I'm not going to have the item for its intended use and might not even be able to return it by the time I'm home.

I’ve been emailing this company for four weeks as I’ve not received my order I tried to track the order and it says no tracking absolutely shocking company never again will I shop here again

Omg what a terrible website! I have tried to order shirts twice…. Not sure why it was rejected first time so ordered again and now received an email to say my order has been cancelled and account blocked!!! 🤬 I will never order on here again 🤬

Ordered items 12 days ago. Contacted Asos as the expected delivery was 5 days ago. The Ai assistant they have told me the items haven't left their warehouse yet. I asked for refund so I can buy items elsewhere and they said it will now take 10 working days for my refund. Terrible customer service. Cant even talk to a human. I imagine its very good for business, taking people's money and holding it in their business account for as long as they can before refund. it was a big order so very frustrating! Will never use Asos again. Wish I had seen trustpilot reviews before ordering with this company

i returned my item through a third party supplier on their website. they declined the return and the chat was extremely unhelpful. there is no way to make a complaint, no way to speak a human. extremely poor service and i will no longer be using ASOS. would not recommend.

I WOULD GIVE A 0!!!! I returned over 7 items and have been going back and forth with their most useless customer service team on the planet asking for my refund. WHY AM I BEGGING FOR MY OWN MONEY BACK? I WILL BE RAISING A CHARGEBACK WITH MY BANK

I paid $216.50 for 3 dresses two months ago. They never arrived. When I contacted ASOS, a chat bot finally said the dresses couldn’t be delivered to me (I live in a major regional centre). I was also told a refund would be processed. No refund came and there is no one I can speak to because funnily enough, ASOS won’t let me access my account because my email address (the same one I used to pay) is “not accepted”. So I have no $216.50, no dresses and no recourse to help. Don’t waste your time and money with this website!

Shocking! I hope they get investigated. It should be illegal to run a business, without any form of customer service. Sending a payment, to not receive the item, and then when trying to query the issue you realise there's no contact number or email, and instead its just an AI assistant/chatbot is pretty scary and leads one to question if they've been scammed. 😡😡😡

Disgusting Service terrible Customer Service they charge you for premier next day delivery subscription all year round and then unable to ever fulfil the next day delivery promise this is false advertising and surely illegal on top of which when I complained about this the chat assistant I was speaking to cancelled my entire order without my permission! They don’t have a proper Customer Service team and when I wanted to make a formal complaint, they said they would guide me through the process and then told me that they couldn’t, they lie about everything they don’t try and compensate you and treat their customers with utter contempt

I will never shop here again. Trying to make a return and it hasn’t registered on the app. Open the chat and spent over an hour with someone trying to sort it out. This isn’t the first time this has happened so it’s a recurring glitch that they refuse to address. They make it as hard as possible for you to return things and if the quality was better there would be no need to return so much of the order!

If I could give no stars, I would.
Never activate the premier account, as it takes 7 days to get your delivery. I should have stayed with the £5.99 next-day delivery. They refused to refund the £9.95 and cancel the order completely.
Waste of time & money

Slow delivery, somewhat advanced if you want to send back items. They do have good prices and alot of variety so i’ll give them that. Asos does what a clothing site should, but they do make it hard to get refunds if clothes don’t fit as they should