Do you agree with ASOS's TrustScore? Voice your opinion today and hear what 190,474 customers have already said.
Too bad we can't have minus 4 stars. I had to spend 2HOURS dealing with a return. Luckily I had my tracking receipt from UPS or they would have denied the return. On top of that they credited the wrong return for a lesser amount so had to deal with that too. Never again with this company.
Second time for the same item they are sending wrong colour . Refunds taking a long and their support is useless . Better to visit a local store and buy from there . Stay away
I ordered sweatpants for my daughter, and we are now going into another month without them. The delivery date has been completely inaccurate, and the tracking information is a joke. It’s nearly impossible to figure out where the package actually is or when it will finally arrive.People joke about SHEIN taking a long time to deliver, but this has gone well beyond that. Overall, this has been an awful experience.
Bad customer experience ,I have made an order 2 times and I didn’t get anything while the address was correct
The worst company on the planet. Delivery extremely late. Customer service practically trying to fool you! The don’t reply, the don’t accept returns even thought they say they do (the will find some excuse). STAY AWAY! Scammers!!
Slow delivery and inconsistent sizing
Placed 2 orders with this company...never received either of them not a refund.attempted to claim money back through PayPal and due to the company saying they had delivered them I was unable to get a refund.i have cameras at my property and no parcel arrived! Sham of a company avoid at all costs!!
Appalling customer service. Took me over 10 hours of speaking to customer service to get them to agree to resend me à QR Code for inpost locker return as the one they sent didn’t work (I still have 3 weeks till the return deadline). After all that he didn’t even bother to send via email so I had to restart process and three hours later I still don’t have a QR code. I was lied to about a separate order and not properly refunded and no one will help, I just get copied/ pasted or automated responses. The agents just ignored me on the chat. I finally got through to a manager who promised me a 15% discount and I never got one. The service is appalling.
What happened to ASOS?? They have gone downhill - I've been sent the wrong items, wrong sizes or damaged items (one item had BURN marks on it!) repeatedly. They now have the cheek to say they are charging return fees due to my return rate. And don't get me started on the customer service... it's non existent and rude nowadays.
Hi I bought 2 items order number 1029429873 I needed to send one item back I went to Germany and when I came back I sent the item back I had until the 23/2/2026 to send it back and sent it back well on time only to receive an email saying they had retuned the item to me as it was past the returns due date which was untrue.I made a complaint on the robot chat which is an absolute waste of time.I then spoke to someone on chat and he agreed it was returned on time he said when you receive the item back get back in contact with us and we will give you a barcode to send it back I received the item today and had to go through it all again on robot chat I kept explaining what had happened and got the same message saying it was sent back to late I said I want to talk to someone and gave the reference number only to be cut off I went all the way through it again and it said agent connected but had no reply I asked if there was anybody there but nothing.It’s a disgrace of a company I have spent a lot of money with asos but I won’t no more and I advise people not to buy from this company it’s a disgrace.I was told on my 1st chat once you get the item back it will be easy to get a barcode to send it back and get my refund but they won’t even answer me.I will not let asos get away with this and am going to take it further.I need a refund and compensation as this has made me very stressed and depressed.
Missing items and damaged packaging. Customer service refuse to replace the missing items even after I confirmed with the manufacturer they should be included. Customer service is only on chat, no email address so if you're unhappy with their handling of a situation there's nothing you can do. Last time I buy from this company. Buy elsewhere, there is so much competition and much better customer service available.
The worst customer service, unhelpful and ignoring the customer. The courier delivered my order to a completely different address, which is documented in the photo. I live at home and have monitoring that shows I didn't receive the package. I contacted customer service the same day, and the package was supposed to be sent again. Today is the 6th day and nothing. So I contacted customer service again, where I was told I had to wait another three days for my complaint to be processed, and then I was ignored. Rest assured, I won't let this matter drop. I paid via PayPal, so if you don't resolve it, they will.
Bad clothing store with bad quality of products
Terrible, avoid using, they are thieves. My husband ordered an expensive pair or trainers from Asos for my birthday. Evri seemingly lost them. My husband has been on to their customer services at least 5 times constantly being fobbed off, saying they need to lodge this with the carrier but we didnt do business with the carrier we did business with Asos. Then they eventually said they would reorder on a next day delivery, this did not happen, then they said they would refund us then said this was a typo so currently we do not know what the hell they are doing, we are over £100 out of pocket and no trainers. They are absolutely useless and we are about to lodge a fraud case with Mastercard. You have been warned DO NOT DEAL WITH THESE SCAMMERS
Impossible to contact customer service!Their AI is s**t for customer support. No agents are available to connect with — you have to waste your time repeatedly entering all your information just to get help. They’ve probably reduced the number of agents in favour of their stupid, useless AI system.I bought an item through ASOS from one of their partners. It didn’t fit, so I tried to return it, but the label provided wasn’t valid. It took ages to contact someone who could send me another label, and the refund still hasn’t arrived after a month.Last update after so much time invested, they said they need to escalate it! Pfff this is impossible!! I would never buy from them again.
I placed 2 separate orders on the same day and paid 2 separate delivery fees. ASOS then bundled my items into 1 delivery. It totally makes sense, but...I contacted customer service to request a refund of 1 of the delivery fees (seeing as only 1 actual delivery was made). They wouldn't and then closed down the chat when I asked them to explain how it wasn't a con. THEY ARE SCAMMERS.
BEWARE, if they send you the incorrect item YOU have to pay the return cost. I have been on the chat for a long time today to which i got no-where. It is only £3.95 return cost, but it is the principle of it. Why should i have to pay a return fee if they sent me the incorrect item? I won't be shopping with ASOS again, there are plenty of better retailers out there. Plus the quality of their own branded clothes has gone downhill, maybe they use a different cheaper factory? I guess we will never know! So yes, avoid shopping at ASOS at all costs! For reference i spoke to Toni who was absolutely useless!
Customer service has been terrible recently. I returned a package and have not received my refund, it has been a month! Tried to get in contact to customer service however, only AI no humans to actually speak to. Very disappointing.
I contacted customer service to have the return fee waived because the material listed online was different to the item I received. I was asked to send photos of the item and label, which I did. I was then told I needed to wait for the refund to be processed (which would include the return fee deduction) and then contact customer service again to have the return fee refunded.Once the refund was processed, the return fee was deducted as expected. However, when I contacted them again as instructed, I was told the fee couldn’t be refunded due to the return reason selected even though I had explained the actual issue in the comments. I was advised the matter would be investigated and that I’d receive an email within three days, but I never did.When I followed up again via chat, I was told the listing now shows the correct material composition. Fortunately, I had taken a screenshot of the original listing, which was misleading at the time of purchase. I was then told to contact chat again, with no clear timeframe, despite previously being told the matter was already under review.I’m really disappointed by the inconsistent information and lack of follow up. I trusted the original advice I was given and now feel like I’m having to chase a refund that I was told would be provided.
Your customer service is the worst ever , I spoke to Avuma , I must say the agent has absolutely zero knowledge on what he/she was saying ,the agent kept on going in circles even tho I had reference from previous agent , how difficult is it to send a replacement for a missing parcel I have been chasing up for 4 days now. This is ridiculous! You DESERVE ZERO STAR
