ASOS Reviews 

ordered a pair of Nike Air Max 97 - here in 2026 a rare find, and a premium product. first problem was delayed delivery (not next day as should have been) but fine, I can get over that. second problem was upon opening the packaging, the shoes were sent only in a horrible old battered brown box, and not a Nike shoe box. these shoes were sold as brand new. paying a premium price for a premium product and receiving something that looks like it came from a pound shop is not a great experience.

I just received my order and it was completely wrong. I ordered some women's white size 7 air force 1's. They sent me some men's black/white dunks in a size 9. Then told me they could only give me a refund and not ship out the shoes I wanted, I would need to order them again, so pay for them again, while they hold the money I paid at first hostage till they get these shoes back. I have to take them to UPS and ship them and it could take up to 14 days to receive and who knows how long for me to get my refund. PLEASE DO NOT ORDER ANYTHING FROM THIS COMPANY!!!!

I have been a customer of ASOS for many years, but this experience has completely changed my opinion of the company.
I placed an order on 28 June and, after an unacceptable delay, the item finally arrived on 8 July. By that point, I had already decided I no longer wanted it and refused delivery. The parcel was returned immediately, yet weeks later the tracking still shows it is "on its way back to the warehouse" and I remain out of pocket.
What has been most frustrating is ASOS's customer service. Rather than addressing the issue, I was repeatedly told that "orders cannot be cancelled"—a response that completely ignores the fact that I am not trying to cancel an order, but seeking a refund for goods that were refused at the point of delivery and returned to them.
As a customer, I have been left chasing updates, unable to raise a formal complaint through their system, and now find myself considering escalating the matter through PayPal to recover a relatively small sum of £53. No customer should have to spend this amount of time and effort trying to get their own money back.
For a company of ASOS's size, this level of customer service is deeply disappointing. Delays happen, but poor communication, a lack of accountability, and making customers jump through hoops for a refund are entirely avoidable.
I will think very carefully before ordering from ASOS again and, based on this experience, I would struggle to recommend them to others.

What happened to asos!? I used to order so much, receive brilliant customer service. Next day delivery.

Now everything's late, stuff doesn't arrive and they spend ages chasing the delivery company. You can't speak to anyone, you speak to AI.

I literally haven't received items and it's been weeks now. What a shame.

Poor! I ordered some trainers for my daughter for her birthday on the 9th of July. Her birthday has been a gone and I still don’t have my parcel. I can get hold off anyone at ASOS or the carrier they have used and no one has updated me where my parcel is. My daughters gutted and yet I still am none the wiser of where my parcel is. Just poor all round and this is the first time I have used this service and don’t think I will be using this again. Shame because I hear good thing but just no.

Returned items were confirmed received on their end but the refund itself didn't land in my account for another five weeks.

1 star is too generous!

Haven't ordered from ASOS in years, wish I had read these reviews first!!

Ordered a couple items 12 days ago and they still haven't arrived. The Evri tracking just says delayed and hasn't changed. I have contacted them twice at this point but every time you have to start with the AI chat bot until you finally get transferred to a human which takes ages, only for them to respond with come back tomorrow.

I have had so many bad experiences with online retailers that used to be great. This is another to strike off the list

Very disappointing experience with ASOS.

I placed an order and unfortunately the parcel was delivered to my old billing address, where I no longer live. Another person currently lives at that address, and I have no access to the property or any way of contacting that person.

I contacted ASOS customer service several times, but instead of properly investigating the delivery with the courier, I was repeatedly told to go to that address and check for the parcel. I was basically expected to knock on a stranger’s door and ask for a package that was delivered to someone else.

I paid for my order but never received it, and I feel that ASOS has not taken responsibility for resolving the issue. The customer service response has been frustrating and unhelpful.

This experience has seriously affected my trust in the company. I expected better support and a proper investigation, not the same reply repeated over and over again.

Have tried to order a bridesmaid dress 4 times and each time it has been sent without the scarf it comes with. ASOS has been no use at all with the issue, firstly asking me to prove its missing? How exactly, a picture of an empty bag? Then told me I have to return them to prove its missing and then refused my refund as items missing. I know, that’s why you told me to return it! For it to happen once is bad enough but to be sent it faulty on 4 separate orders is a joke. The wedding is in two weeks and I now have no dress. Do not order from them as they will send you missing items and do nothing about it!!

Scammers. Lost my parcel, not delivering it. Shitty customer service, talking to chatbots

I had a really disappointing experience with ASOS.

I returned an item that was far too small. It was so small that I couldn’t even get it over my head, so the claim that it had been “worn” is simply not true. Despite this, ASOS refused to issue a full refund, stating that the item had been returned in a worn condition.

I find this decision completely unfair and unsupported. It feels as though the company is looking for reasons to withhold customers’ money rather than dealing with returns fairly.

I’ve shopped with ASOS before, but this experience has seriously damaged my trust in the company. I would advise anyone returning items to keep detailed records and be prepared to challenge any deductions to their refund.

Very disappointing customer service.

I ordered some items for 3 -5 days shipping. 8 days later and it still hadn't been dispatched and I needed the items for my holiday. After speaking with someone who I don't believe was human for a good hour they told me my parcel was going to arrive on the date when I was going on holiday. I stated that that doesn't fit in with their terms and conditions and that I was disgusted. The "human" started making no sense at all as though it was just sending things off a reply sheet. No customer help or assistance, just stating things and when I asked for help they said "please wait while I process your order" even after saying that the items were for a holiday and no one would even be here to receive them. They just kept saying the same thing - please bear with us and wait for your items-.

I then asked for a refund and cancellation of the order as it hadn't even been dispatched yet and they refused and closed the chat saying I'd need to wait for the items and then return them for a refund. 1 - they've not even been dispatched, 2 - I said 5 times that no one was going to be here to receive them for 2 weeks! I don't know what I'm meant to do! Absolutely disgusted in the robot customer service.

I then tried calling them on the number on their contact page and they said that there is nobody to speak to customers anymore and that I'd have to do it as a online chat! Absolutely ridiculous.

Never buy here. Your goods will not arive and than they block your account.

My order was automatically sent back. According to customer care, the issue was caused by an internal technical glitch or an incorrect warehouse address generated within their own system.The support team was polite, but the service itself is deeply flawed. Since the mistake was entirely on the company's side, ASOS should have provided a prepaid shipping label. Instead, they expect the customer to pay for expensive international shipping a second time, with only a vague promise of a manual refund later.For destinations outside the EU, this technical bottleneck feels less like an error and more like a systemic barrier designed to make international returns impossible. Generating invalid return addresses and forcing customers to risk their own money to fix the company's mistakes is completely unacceptable. I highly advise future international buyers to be cautious and only use PayPal to ensure they have real buyer protection against these practices.

No transparency and no proper complaints escalation route

My experience with ASOS has been extremely disappointing. When I attempted to make a formal complaint, I was forced through the AI support system before being transferred to a live agent.

I clearly requested details of ASOS’s formal complaints escalation procedure. Despite repeating my request, the agent failed to provide any escalation route or contact details and did not answer my question.

A company of this size should provide customers with a clear and transparent way to escalate unresolved issues. Instead, I was left without any effective route to raise my complaint properly.

The most concerning part is not just the original issue, but that when I tried to raise a formal complaint, I could not access a transparent escalation route. This has seriously damaged my confidence in ASOS, and I would not recommend this company to others.

Extremely slow dispatch, when I made the order the estimated delivery date was ages away which surprised me at the time, but miraculously it arrived on the day despite only being dispatched the day before. All the things I bought were great quality, they were in the sale and had an extra discount so were much cheaper than other retailers. I just made another order as I now know I have to wait ages and be patient which is annoying but I accept that. I think the return percentage thing is a bit difficult to understand and not very transparent which puts me off buying a lot as I don't know how much a return will cost. I also can't get past the livechat AI to speak to anyone. So I would still buy from here but know it will take ages and hope there are no issues as I don't know if there is anyone to help me.

I ordered from ASOS some years ago, clothing and shoes. I never received the shoes and they gave me a refund. Fast forward to now, I ordered again clothing and 2 pair of shoes. I never received the shoes once again and after I asked for replacement they accused me of doing fraudolent orders and locked my account. I advise to no one to use them.

took me almost 4 hours and conversations with 4 customer service reps to return items. they still sent me the wrong return info, and I didn't get a refund

ASOS have lost another loyal customer! I have no idea what has happened to this company but they are so awful now. I have been a customer for years - asos used to be the absolute best! Reliable, quick deliveries, helpful customer service. Now? Absolutely not. The customer service is SHOCKING now. Robotic, unhelpful, you just go round in circles. They think it is acceptable to have you on the chat service for 2 hours - absurd. I asked to make a formal complaint which they legally have to acknowledge and they disconnected the chat. This last order (which never arrived nor even left the warehouse but still hasn’t been refunded) was the final straw. I will be contacting my credit card provider - getting my money back and NEVER SHOPPING WITH ASOS AGAIN. AWFUL company.

12 days later order still hasn't arrived!!!

took 8 days to process order, and then sent it on EVRI. So as you can imagine, the parcel is now in limbo land, or floating around space? no one knows!

8 days to pick an order seriously!!!