ASOS Reviews 191,154

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.

I have been a customer for years with only one return recently, 2/05/2026. I sent two items back, one for poor quality, one for the wrong size, and both were rejected. Be very careful when purchasing, as this claim that wearing items was unfounded and false

Please stop using relaytech for your deliveries. My next day delivery is nearly a week late.

Terrible customer service. Complained about glue marks on trainers - and I've been informed that's how they're advertised online... ASOS really need to up their customer service skills. Won't repurchase from their website again, as they're happy to send out sub-par quality items.

As i cant leave 0 stars. I ordered item Sat afternoon and was told delivery next day, item dispatched to Royal Mail. Royal Mail returned item to ASOS as issue with delivery address, told i would have to wait 10 days for refund, but this is only issued once they have they have the item back 🤬 then like an idiot, because i wanted the item i reordered it but paid for a different courier next day delivery. As I was shafted the day before i await the email from DPD saying when they will deliver and i wait by the window for this. Half hour later, you have missed delivery today we will try again another day. 🤬🤬 then i contact customer service who are 0 help and wont even refund my delivery charge 🤬🤬🤬 will not be using again and will not recommend to anyone.

Ordered some trainers from here recently and they had sent me the wrong pair, I ordered a specific pair priced at £82 and they had sent me a different pair that were slightly different in colour that were priced at £60.50, I ordered these at next day delivery as I did need these for that day specifically, I got in touch to explain the situation and said I was happy to keep the pair they had sent me but asked for the partial refund on the price difference as I had essentially overpaid, they refused and wouldn’t help me with this at all, I couldn’t return so now have a pair of trainers that I have overpaid for. Absolutely appalling service and borderline stealing, will never use this company again and would highly suggest to avoid them at all costs!

Send my return back in January and evri lost it, I have contacted ASOS numerous times I can never get past the AI it doesn't understand anything and never help me just gives me the run around and promises me someone will contact me never happens and I never received my refund it's been nearly 6 months shocking terrible service I will never use ASOS again. How can a company not have a contact email where you can speak to human beings?

I have been a customer since 2013... literally when they had their old clunkier website. Support used to be so good, always customer centric, and they have gone very downhill. It's clear they are outsourcing the support, it's very hard to communicate and I find them incredibly rude when you need to process returns, especially when ASOS is at fault. Sithembile wasn't very polite and found them very abrupt.

If I could rate it a 0 I would. Genuinely disgusting customer service.

I ordered a top on their website from a different brand, when I went to return this top it wouldn’t let me.

I’ve spent weeks talking to their Ai service and human support without any answer, numerous times I’ve been told that my enquiry would be reviewed and I would get an email back, but still I’ve not received one.

Coming up to a month of me trying to get my return processed and I’m still no closer than when I first started.

Agent was hugely unhelpful. He continually sent stock replies saying he could do no more, when I had an issue I couldn’t fix without help. He refused to escalate it to a manager. He closed the chat without resolution. I found him really annoying. It completely puts me off ASOS. I wasn’t surprised to see a bad trustpilot number after my recent experience.

Terrible customer service. Having been told that 2 of my returned items were “used and unsuitable condition” (which they weren’t as I hadn’t worn them), I contacted customer service. I was in the online chat for nearly an hour with “Jaya”, who provided no help whatsoever and when I asked for the matter to be escalated so I could discuss my refund, abruptly ended the chat with no warning. Now I am left paying for items which I don’t want, having not violated the returns policy. Very disappointing.

Do not buy from Asos. Bought a jacket from Asos but was from one of their partner very moda. I don’t keep the packaging as I was happy with the jacket. After wearing it once I notice there is a rip in the armpit. is there an easy way to return it! absolutely not! they have made it so difficult to return that I will have to keep it.. will never buy from asos again

I genuinely want to know if anyone else has experienced this level of poor customer service from ASOS because this has honestly been exhausting.

For more than 5 working days, I’ve been trying to get help from ASOS regarding an account issue that THEY created. I originally stopped using ASOS back in 2020 after dealing with similar problems, but recently decided to give them another chance, hoping their service had improved. Big mistake.

After placing an order, a glitch signed me out of my account. When I tried logging back in, my account was suddenly blocked for no reason. Since then, I’ve spoken to 6 different customer service agents, and every single conversation has been exactly the same:

“Please check your junk/spam folder.”
“A specialist team will contact you.”

That’s it. No actual help. No updates. No accountability.

What makes it worse is that the chats are often ended midway through the conversation, right after I spend time explaining the issue in detail again and again. It genuinely feels like customers are being pushed in circles until they give up. At this point, I honestly question whether these are real support agents or just scripted AI responses repeating the same lines with zero empathy or understanding.

How is it acceptable for a customer to spend days chasing support just to access their own account and order? This isn’t customer service anymore, it feels like mental exhaustion by design. Customers are expected to repeatedly explain problems, wait endlessly, and receive no real resolution or even basic communication.

And this so-called “specialist team”? Apparently they are too “special” to provide updates, timelines, or even acknowledge what’s happening. According to the customer advisors, only the specialist team knows what’s going on, yet they never contact you. At this point, I’m starting to think this mysterious team doesn’t even exist.

If anyone else has experienced this kind of treatment from ASOS recently, please share your experience below because customers deserve better than this.