ASOS Reviews

Great customer service! I had a issue with a faulty pair of jeans and Natasha from customer service was great. She sorted the issue within a number of minutes and was extremely friendly and helpful.

The person I spoke to went above and beyond at sorting out an ongoing issue I had with a delivery. Great service

Easy chat, responsive, very helpful.

The chat line representative, Liezl sorted the issue promptly and professionally. Made it an easy and pleasant experience

I was told I would get a refund on shipping once my package arrived due to some issues with my order and I would just have to email customer service. Now I am told they cannot do this. I was misled. Shady company. Any company without a phone number for customer service is not reputable.

They've changed their return policy from 90 days to 30 days without letting their frequent customers know! Because of this I need to throw away 300 euro's of clothing. Such a waste and such a bad policy.

My last 3 orders arrived 2 days later although I have a premium service. Apart from an apology I was offered no real solution

The online chat assistance is different but useful. My questions were answered and the wait time was not long at all, I was connected straight away. Staff were considerate and polite.

Great help from Jasmine. She supported me in a confusing returns issue but sorted it out for me quickly and efficiently.

I got in touch with support pretty quickly and painlessly. The support helped me to get through my issue and offered a solution. It’s my 3rd time getting in touch with support team and that’s why I’m giving 4 stars.

This review is for the process and not the person who was helping me in the chat. That person was nice and I know just doing their job. Managing a retail company that both deals with e-commerce and in-store sales, I am fully aware that there might be a few shady characters that try to take advantage of getting refunds for lost packages, but the questionnaire process is monotonous. When a package cannot be delivered, the original company in which is used to send the package would inform you that the package was rerouted and sent back to the original shipping company; which obviously one would go and check. In this case with your company, I have only ever gotten FedEx shipment for my parcels from your company. If FedEx is unable to deliver, they send me a notification that it has been sent to my local FedEx for pick up. Similarly, they also send me a notification if it has been delivered. To be asked if I have checked the local post office when I am clearly reaching out about a parcel that was said to have been delivered buy FedEx, but no parcel was to be found was redundant. When I said, “I received no notification to check”, I was told I still needed to check. Why would I waste my time going to the post office, when that is never the situation as to when a parcel was said to have been delivered. Who does that?The question continued to circle back until I confirmed that I “checked” my local post office. Maybe this is done as a deterrent to those who are trying to fraud you, but you have access to my orders and can see that I placed a new order of a similar item (since the item that was delivered went missing was sold out); clearly not trying to scan you. You also have records of my purchases, returns or if I made any previous claims to lost packages. There is definitely a way to log users who are consistently filing claims for loss parcels and this way, loyal customers don’t have to go through this long winded process and feeling like you’re just trying to something out of your company.

ASOS’s stock nowadays is disappointing. You hardly find smaller sizes and there a a lot of products that are showing in the app but when you try to buy them the app tells you that they can’t be delivered in Europe. So a lot of times there is just a waste of time. The only reason I gave 3 stars and not 1 was because the customer service was ok