ASOS42 reviews
This score is based on 42 genuine reviews submitted via BritainReviews since 2017.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Bit of a faff, but the kit itself was decent
Right, so quick heads-up — I ordered a pair of trainers because my lower back’s been playing up and I needed something cushioned for walking to physio. The shoes felt great straight away, really comfy and supportive, which was a relief. Trouble started with the return — I’ve got two email accounts and must’ve used the wrong one, so they couldn’t easily pull up my return. I gave them the order numbers and my full address but still they wouldn’t just send a return form. Spent ages on webchat trying to explain, asked to speak to a manager a few times and each chat just dropped off. In the end I sent the parcel back next-day myself, used their sender address and left a note about the poor handling, plus I paid for the delivery and insurance to be safe. Still waiting on the refund. So, product-wise I’m genuinely impressed and would recommend the trainers for comfort. Customer service though needs work — clumsy and inconsistent. Not perfect, but the shoes did what I bought them for, which matters. Fingers crossed the refund turns up soon.
Finally worth it, but only just
I wasn't expecting to be pleased. The parcel missed the window, and the whole thing felt like a slow dance of hold music and vague promises. I phoned twice, waited ages, got told to hang on — wait one day, then two — which was pretty wearing. I needed the jumper for the week, for wearing to the office and for quick school runs, so it wasn’t just a whim. The exact moment I relaxed was the morning it actually arrived. I pulled it on before leaving, and it fitted, kept me warm on the commute and still looked fine after a coffee spill I managed to mop up. That small relief made me think, okay, maybe it was worth the hassle. Still, customer service needs sorting; it felt like being shuffled around. The product itself is good and the price sensible, so I might order again, but only if delivery improves. A mixed bag — pleased with the jumper, annoyed by the process, hopeful they tighten things up.
Finally a small win
I was sat at the kitchen table, annoyed and scrolling through old order confirmations, when it hit me — I’ve used them for years and mostly it’s fine. I ordered on 29 November and the checkout said delivery 1 December. No emails. No heads-up. On 2 December I suddenly got a message saying it wouldn’t arrive until the 9th. I pay for Premier, so that stung. Tried cancelling but because the notification came late they said I couldn’t. Spent over an hour on live chat, went back and forth, got passed from an agent to a “manager” who did very little. That was the low point. The thing that made me breathe was when, a few days later, the manager actually called and offered a partial refund and a small voucher — unexpected and it felt genuine. The order then arrived on the 9th in perfect condition, with a little apology note tucked in. So, still annoyed about the poor communication and the wasted time. But the call and the voucher changed how I felt — surprised me in a good way. Not perfect, but I’ll keep using them with my eyes open.
Jacket sleeve sewn shut — not great
they insisted on receiving the faulty jacket and inspecting it before they’d honour the original discount or give a code to match it. I explained that sending it back would delay the replacement so I paid £12 for next-day postage to make sure it arrived on time. They’ve accepted the refund for the faulty item now, but won’t refund the extra I had to spend to get the right thing in time, nor the difference from the discount. It’s not massive money to them maybe, but it’s mine. So overall: product itself (once correct) works and feels fine in daily use, but the returns and discounts side was really poor and took more time and money than it should have.
Left holding the bag
A Friday evening, kettle on and me scrolling, I tossed a few bits for work and the gym into a £300-ish basket — felt sensible at the time. Estimated delivery was printed as December 30th, which already seemed odd because in the past ASOS stuff has turned up within a week, usually DHL. I messaged support straight away when tracking looked strange; they told me courier delivery as usual, all fine. By December 20th it was obvious it wouldn't make Christmas, so I asked them to cancel and refund. They said yes. Fast forward to 6 January and the parcel is suddenly at my local post office. I bring it home, ring again — and then the fun begins. After a long wait the agent informs me I'd have to pay import duties to get it, then postage to send it back, plus a return fee. So basically I'm being asked to pay three times because their system messed up. It's silly, and it left me annoyed and a bit let down; clothes I needed for work weeks ago sat in limbo. Would've been salvageable with a helpful human. Instead it felt like shrug, shrug, sorry. Won't risk ordering again.
Loose fit, awkward returns but decent shoes
I opened the parcel the day before Christmas and, well, my first thought was "that’s not right". I ordered the trainers back on 14 November for my daughter and they arrived far too late for any proper exchange — tucked under the tree instead. They feel roomy, like a man's size rather than the women's size I clicked, and when you put them next to her other Adidas size 9 the difference is obvious. On the foot they flop a bit at the heel and the toe box feels too wide, so you can tell straight away it’s not the fit she’s used to. I spent nearly an hour on chat trying to sort an exchange, sent a photo showing the clear size mismatch, but the rep stuck to the letter of their return policy — apparently we were three days over the very short window. That was flat and unsympathetic; felt like talking to a script. In the end we didn’t get a swap, but oddly the material and cushioning themselves are fine — soft in the insole, decent bounce, not cheap-feeling. So despite the hassle and the bad customer service, we kept them because she actually likes how they feel once on. I’ll probably buy direct next time and definitely watch return windows more closely.
Delivery redeemed the experience
first chat felt robotic, I had to repeat myself and I wasn’t passed up the chain when I asked (bit frustrating). To be fair, after a second contact someone did explain the situation more clearly and offered a sensible next step, so it wasn’t totally hopeless. Ordering itself was straightforward, the website behaved and checkout was simple enough, though I’d like more transparency about account issues next time. Price felt fair for what I got — not bargain-basement but reasonable. If you’re thinking of buying, my tip would be: place the order as usual, keep an eye on emails, and if you hit a wall with the first rep, try again or ask for escalation politely. Slightly messy in places, but quick delivery and eventually helpful support made me give it another shot.
Bit wary at first, but not terrible in the end
good weight, lined, sits well on the shoulders. Some ASOS-brand tops though felt thin and a bit synthetic — you can tell by the way they rub and make little creases (annoying). I tried everything on, kept the reliable bits and organised a return for the rest the same day. That’s where the faff began — the return label didn’t show up in my email or account, chat was mostly automated and slow, so I had to poke them a few times. I’d spent a fair chunk and wasn’t impressed at first (I checked and rechecked my orders, felt a bit powerless). After a few nudges the label arrived, the parcel went back and the refund came through in a couple of weeks. Not slick, but sorted. In use the pieces are hit-and-miss — a skirt that felt cheap at first actually washed up okay and hangs nicely now; a sweater pulled a stitch after one wear (annoying). Started off doubting, ended up reasonably satisfied — would shop again, just more carefully and maybe stick to the brands I trust.
Finally relieved, after a long faff
a polite email saying they'd sorted a refund, and then the actual money showing up in my bank. That ping was the moment I knew I could close the chapter. I’m grateful it ended that way, even though getting there was unnecessarily stressful. I use these bits of clothing every other day, so the hiccup mattered to me. Overall, the product itself was fine when it eventually arrived — decent quality — but the whole customer service dance and the back-and-forth added friction. So, mildly annoyed but glad it was resolved; I’ll probably buy again but I’ll be more cautious and allow extra time next time.
Halfway through the chat I almost gave up
after a bit of back-and-forth (and a couple of sighs), a different rep actually took time to listen. They apologised, explained what could be done, and arranged a workaround so I didn’t lose out completely. It wasn’t instant magic, and I did have to nudge them a couple of times, so don’t expect everything to be sorted straight away, but the end result was fair and I appreciated the persistence. Delivery itself was fine — the parcel turned up earlier than I’d feared, nicely packed, which helped calm me down.
I’ve had worse from other companies where nobody bothered to reply at all, so this was actually better than that. Still, the first manager’s attitude left a mark; customer service can really swing from unhelpful to genuinely helpful depending on who you get. Overall I’m pleased I stuck with it rather than walking away angry. If you value a prompt delivery and a final resolution, they can do it, though you might need to push a bit and be prepared for one or two rough patches in the chat.Not what I expected, in a good way
I ordered mostly because the jumper looked cosy online, not because I trusted the whole process — I'd had a couple of dodgy experiences with deliveries before, so I was half-expecting the usual faff. The parcel actually turned up quicker than I thought (which was a nice surprise) and unwrapping it felt like normal, proper online shopping again. The fabric is soft in a way photos never quite show; it’s got a bit of weight to it, not flimsy, and it sits nicely on the shoulders — not too boxy, not too clingy. The knit has those little irregularities you expect with a relaxed piece, which I quite like, makes it feel less mass-produced somehow.
Missing items in order
I recently bought some shoes on this website, but when they arrived, two sneakers were missing from the delivery. I got in touch with customer service straight away to sort it out, but then the next day, my account got suspended for no reason. I was really surprised when they asked me to pay for the missing items that I never got. Even after I gave them loads of proof, like photos of the package before I sent it back, they still haven't fixed the situation.
Return Policy Dispute
The store's return policy is really strict, giving customers 14 days to ask for a return label and another 14 days to return the items. Sadly, my daughter got sick and was two days late in requesting the label. We found out we could chat with the English customer service team and explained the situation, asking for some compassion or a compromise. The chat got sent to a 'dedicated team' and we were told to wait for an email. After waiting a day and then having another chat, no email came, not even in the spam folder. When we asked in the chat, we got conflicting responses - one person said it was still being processed while another said no return label would be given. We asked for the email we missed, only to be told the 'dedicated team' understood but couldn't provide a label. They asked management, who said the same. When we asked how to complain, we were warned the answer would be the same - no label. Sadly, we couldn't print the label ourselves, leaving us unable to return the items for being two days late. Even though we had 14 more days after printing it, the store wouldn't budge, making us frustrated with their poor customer service. The clothes didn't match the website's sizing guide, making them useless. Despite owning up to our error and being ready to pay any costs, the store refused to help. We had to bear the financial burden, while the store could easily sell the unworn items for profit. The customer service team lacked empathy, giving rehearsed responses without really hearing us, which was disappointing. In the end, we had no choice but to keep the order and pay for useless items.
Cloudswift trainers in size 13.5
I recently bought a new pair of Cloudswift trainers in a size 13.5 from this online shop and I'm really pleased with my purchase. It's been quite challenging to find these trainers, but this website had them available and they arrived promptly with free delivery. I couldn't be happier with my new trainers and I'll definitely be coming back to shop here again in the future.
Dress and shoes
I find ordering from ASOS to be really stressful. Their customer service is just awful - I was on chat for two hours and received completely incorrect information. Then, to top it off, the manager ended the chat when I pointed out their mistake. I won't be shopping here again, they should definitely have a complaints team!
Clothing items
I've been a customer of ASOS for a while now, and overall I've had a good experience shopping with them. However, there have been a few things that have left me feeling a bit disappointed. The ordering process is great - easy and efficient. The website is simple to use and I always manage to find what I'm looking for. But the customer service hasn't always been up to scratch. There have been times when they've not been very helpful or understanding, which can be frustrating. And I was a bit let down to find out about their new return policy, which now charges a fee for returns under a certain amount. It's made me think twice about shopping with them, as I prefer retailers that offer free returns.
Refund issue resolved efficiently
I had a problem getting a refund but the customer service agent named Rose sorted it out in no time at all. She was really nice to deal with and gave great customer service. I really appreciate how fast and helpful she was.
Clothing items
I've been shopping with this online store for quite some time, but I'm really let down by their service lately. The clothes aren't as good as they used to be, and I keep getting the wrong stuff in my orders. It's a pain to send things back now too, as we have to pay for return postage on top of everything else. It's just not on, and it's really put me off shopping there anymore.
Two tops
So, I bought two really cute tops from this online store. But when I tried to return them, it was a complete nightmare! I sent them back on May 5th, and then on May 11th, I got an email from the store saying they had received my return. But you know what? It's already May 31st and I still haven't received my refund! Can you believe it? I decided to email them, and after a week, they still haven't got back to me! I even got in touch with the delivery company, and they confirmed that the store received my return on May 11th! So, I emailed the store once again, and what do you think? Still no response! They owe me a lot of money, and I honestly feel like they've completely ripped me off. Definitely not shopping there again, that's for sure!
Return policy disappointment
I was really let down by this company's return policy. It said I had 28 days to return an item, but when I checked deeper, it turns out I only had 14 days to make a return label. I ended up being a bit late, and now I can't create a return label at all. I can't find a phone number to reach customer service, which is so annoying. All in all, my experience with the return policy has been really bad and disheartening.
About ASOS
ASOS is a leading British online fashion and cosmetic retailer. Established in 2000, ASOS stands for "As Seen On Screen," originally aiming to provide consumers with outfits seen in films and on television. The company primarily targets young adults, offering a variety of clothing, accessories, beauty products, and footwear. ASOS operates globally, shipping to numerous countries from its fulfilment centres. The brand is known for its extensive range of both own-label and branded products, and it has established a reputation for fast fashion and trend-driven merchandise.
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Categories ASOS
Online shopping | Fashion Reviews & Experiences
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Last update: December 2025
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Review with most votes
Best buy here, loved the styli
I loved asos.. they have quite a good collection of styles in clothing range and all explained to some style or reference. I got my trimmed last week, so get myself some white... Read onBy: Jeremia Jones