ASOS Reviews 

I accidentally sent my iPad back in my returns parcel, after 7 odd weeks I gave up hope that I would receive it back and completely shut it out my mind. Today I had a parcel from asos, thinking to myself I haven't ordered anything from them, only to find my iPad in the package! Honestly couldn't be happier with the honesty and customer service from these people. Over the moon is an understatement, thank you asos!

I bought a £16 item and ended up paying £29 after return, shipping and handling fees. That’s ridiculous.

The whole point of ASOS is being able to try clothes on at home because sizing is so inconsistent. Charging customers to return items completely defeats that purpose.

This policy is enough to stop me shopping with ASOS again. There are plenty of retailers that value their customers more.

Ordered shoes for my girlfriend, but the shoes never even left the warehouse. I never recieved any apologies or updates about my product. Will never use again.

I purchased a pair of trainers from the ASOS website, they were labeled size 37, which is the size I use in the same brand of trainers. The one´s received from ASOS feel more like a size 36. When I requested to exchange or return them, an ASOS customer service agent refused, stating that I only have 15 days to return them, despite ASOS´s claim of a free return within 28 days. This is obviously a scam company, I advise potential customer to look elsewhere, and be aware that 28 days is in fact 15 days if you work at ASOS. TIP! Both ZALANDO.dk and BOOZT.com offer a genuine 30 day return! Shop there!

I live in Hong Kong and have used ASOS for many years, until last 2 orders no issues ! Now 🤬
I have just spent almost 5hrs trying to arrange a return!
They say I need either a QR code or bar code so I sent a returns request as always and got the reply with only a bar code.
I went to my drop off point to be told they need a QR code,
I have now contacted customer support and escalated 3 levels to still be sent a bar code by the top manager. The customer service is appalling and I will never use them again. ASOS use a third party complaints system based off shore and make it 99% impossible to complain.
I am set to lose £80 if I cannot send it back them really don’t seem to care, you cannot find any official place to complain to at ASOS UK.
I will attempt one more time to return the item then never use / recommend the company again.
I work in a customer service company and would be fired if I have given even 1% of the service I have received.

Customer service is terrible. Refund policy is slow. Item arrived six days ago but asos claims it has not reached warehouse - they sit on your parcel for days before processing, delaying the whole refund. They claim here to help anything we need but no resolution each time. They also claimed they don’t have a complaints department. Felt fobbed off for 1 hours of conversation

I’ve been charged £3.95 return fees twice for the same order, after returning items from the same order in different parcels and on different dates. Make it make sense.

Asos’ policy on return fees state that if you keep items less than £40, you will be subject to a return fee which is fair enough. But to charge someone twice for the same order is diabolical.

When I sent the first return from the order the items I kept fell below £40 and after returning another item from the same order I was charged a further £3.95. So £7.90 return fees. Daytime robbery. Won’t be renewing premium and definitely don’t recommend.

Everything is great until you need something for their customer service . I received the wrong item , not only did I almost beg to get a return label , when I finally did I realized that in order to make a return I need to lose a work day so i can physically get to the post office , fill and return application manually and I was also asked to pay for it because they don’t provide return labels from the country I ordered from!! Like how do you ship but not return ! Even while talking to a manager I wasn’t provided with any solution but repetitive obnoxious answers and complete disregard and lack of responsibility over their own mistake . Just do yourself a favor and do not order from them

Absolutely pathetic excuse for a company. Your returns policy clearly states that if you keep over £40 worth of your order, you won’t be charged a returns fee. I purposely kept more than £40 worth of items because of that, yet you’ve still taken the money anyway.

Your customer service is beyond useless. It’s just copy-and-paste responses from people who either don’t read what you’ve written or don’t have a clue what they’re doing. I’ve wasted my time explaining the same thing over and over and still nobody can fix a problem that your own company has caused.

What a complete joke. Don’t advertise policies if you have no intention of honouring them. Between the false information and the appalling customer service, you’ve lost a customer. There are plenty of other retailers that actually treat their customers properly.

Their customer service team are absolutely useless. Almost 2 hours on the live chat and they still messed up my returns - never using them again

They are an absolute joke, I ordered a bunch of hoodies and t-shirts for me and my family to match on holiday, there was an extra 30% off everything so made it really affordable. one of the hoodie was to big who the person so i went to return it to reorder it, they had a new exchange option so you can change size and you also got a £5 voucher for using it. i waited a week to hear from them about my return/exchange and in that time the 30% off deal went. i got an email this morning to say that i had been refunded, no exchange in sight

i managed to get someone on their messaging service this morning and lets just say they were not helpful at all. they told me that they had refunded me due to the size i wanted not being in stock but when i went online it was in stock so i said this and they still said there was nothing they could do, all i wanted was to be able to get the hoodie at the price i paid for it originally

i even told them that i put off reordering it with the discount as i trusted this exchange programme. DO NOT TRUST IT ITS VERY POSSIBLE YOU WILL NOT RECIEVE YOUR GOODS,

on top of that i also am not getting the £5 voucher as the exchange didnt go through. absolute joke asos.

DO NOT order from ASOS. The worst customer service I have ever experienced. Returned items, and due a e voucher as part of refund. Which has not appeared on my account. I have contacted 3 times on chat and 3 time my chats been deliberately ended. I received an email regarding the issue, and if still ongoing to let them know, you can not reply to it, and on the chat, they are telling me I need to reply! It's actually driving me crazy. It's almost like they are told to be wide and unhelpful as each person I've spoken to has been the same! I've provided a screenshot of no voucher, but they can see the voucher on the exact same screenshot I am looking at. I'm getting passed from pillar to post and not holding out hope ol recieving my refund. Absolute SCAM I will never use this company again!

Absolutely appalling service. I ordered a dress I could see just by looking at it that it would not fit me in the top. I tried it on and took it off. Not even attempting to tie the top up.I then returned it with two other items. A couple of weeks later I received a asos parcel. It contained the dress with arrows all over it. I could not understand why it had been sent back. I contacted asos who told me that the dress did not fit their returns policy suggesting I had worn it. I was furious. I was told that this was their final decision. I am not sure how on earth I would have worn this address. I would have been arrested. Really bad service. Have ordered so many items from them but will not bother anymore. I Will be taking it to my local radio consumer program. I would advise anyone sending items back to take photos before sending back your item

The worst customer service for a company this big! How can you sell items from brand partners but don’t have the right customer service if you want to make a return of a product. You have a chat where you talk with AI , no contact, nothing. Once you leave the chat everything is deleted and you loose money because you’re not able to send back a product.
I lost 3 hours last week and 3 hours todat chatting with no result. They sent me return labels that don’t work on the ups site so I can request a return online because there’s no drop off point near me, just for them to tell me they can’t help because the brand partner sent the item. You joking?

Worst customer service. Cheaply made clothes. Pathetic return system. Intentionally increases carbon footprint for absolutely no reason whatsoever!

I experienced all the above! Just received three items all too small despite every item of clothing in my husband’s wardrobe being the size I ordered. I tried to exchange for a bigger size in all three garments. The system was happy for me to exchange one item (ie send back free of charge and return new size to me free of charge) but they refused to exchange the other two items with absolutely no reason given. (They are in stock). When I asked why on earth would they not send the other two items as well, they had no answer. They wanted to send two delivery vehicles but refused to say why. (Apart from getting me to pay postage again). I still can’t get my head around it! When I requested details to make a formal complaint, they refused to give me any contact details. This conversation took around 40 minutes of my hanging on whilst Mihlali spoke with 10 other customers whilst I had to just sit and wait. I could never buy from this store again due to the crass stupidity and their insistence on sending two vehicles to deliver one pair of shorts and two t shirts (all items having previously been delivered by one courier). You can’t make it up!

Ordered an online gift card and made a small mistake with the email address which ASOS seem incapable of fixing. Non-existent customer service, you can't even speak to anyone, I would never buy anything from them again.

stay away from this scammer!!!! that is all i can say

Absolutely unacceptable! Open package, missing item, and account blocked!This was my very first time ordering from ASOS, and it was a complete nightmare. My package arrived open, and I only received one out of the two items I fully paid for. When I contacted them to report the problem, they simply blocked my account instead of helping me! Disgusting customer service. Do not waste your money here, do not order!

Absolutely awful. I returned an item and they have said they refunded it, I have not received the refund. They are now trying to blame my bank and my bank have confirmed they have not received the refund, They will not provide proof of the refund or their complaints details. I believe they are purposely not refunded returns and their customer team are horrendous.