ASOS48 reviews
This score is based on 48 genuine reviews submitted via BritainReviews since 2017.
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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.
Quick and helpful customer service
I wanted to share how excellent my customer service was with a guy called Marc. He was really helpful, got back to me quickly, and sorted out my issue in no time at all. I'm grateful for how fast and efficient he was.
Taylor Swift concert outfit
I bought some clothes for the Taylor Swift concert, and let me tell you, I was really disappointed with the whole thing. Even though I ordered them two weeks ago, I didn't get any message to say my parcel was on its way. When I got in touch with customer service, I found out that the parcel was being sent back to the company without even trying to deliver it or letting me know. It's just not good enough - ASOS should have been more proactive in keeping me updated, especially when it means customers like me missing out on their orders.
Cute dress
Oh my god, I bought this really cute dress but it turned out to be too big! I was away for what felt like an eternity, and then I got sick and missed the return date by just 2 days! Can you imagine? I contacted customer service, and all they did was robotically repeat the dull terms and conditions. It was so unhelpful and seemed like they didn't understand at all. Do you think they even care about the environment? It's so annoying!
Quality clothing
I've been shopping online for about ten years now, and I have to say, my recent experience with this website has been fantastic. The customer service was really great, which was a big relief after a terrible time I had with another online store recently. The clothes I bought were top-notch quality, and returning anything was super easy. I don't usually leave reviews, but I felt like I had to give a shoutout for the amazing service I got with my deliveries from the US.
Out-of-stock item, compensated with 50% discount code
I recently bought something from this website and turns out one of the items I wanted was out of stock. Fortunately, the customer service was really good. They gave me a 50% discount code to apologise and even let me use it for something else worth the same amount as what I originally paid. This kind of service is why I keep coming back to shop here.
Cute clothes
I bought some really nice clothes from the website, but returning a couple of things was a bit of a nightmare! The app made me choose all the items I wanted to return and promised a QR code, which never came. I couldn't even request a return anymore because it had already gone through somehow. I had to speak to two different people on live chat and eventually they helped me manually process the return, but one of the items was missing on the return! When I asked about it, a woman named Karla was not very pleasant and made me feel like I was at fault. She even suggested I should have just used live chat instead of the returns process – like, seriously? Wasn't that what I was trying to do in the first place? Then she wasn't completely truthful about when the missing item would be refunded, saying it would be done today when it actually takes 24 hours. And to make matters worse, she sent me a link to a review site that was broken, so I had to sort that out myself. Ugh!
Resolution of missing parcel
I had a real problem with a missing parcel recently and it really stressed me out. The customer service I got first wasn't great, which made me even more worried. But when I got in touch with ASOS customer service, I spoke to Adam. He really listened to my concerns and quickly sorted out the problem. His professionalism and dedication were top-notch, and I'm really thankful for his help in fixing the issue so quickly. Big thanks to ASOS for having great people like Adam on their team.
Nike trainers purchase
I recently bought a pair of trainers from the website at a discounted price, then got an extra discount and free delivery. Evri delivered them quickly, and they were in perfect condition. They fit me really well, so I'm very happy with my purchase. Big thanks to ASOS for the great service.
Trousers
I recently bought a pair of trousers from your shop. Unfortunately, the size I ordered was too big, so I swapped it for a smaller size and returned the larger one. Surprisingly, a few weeks later I got the same trousers back with no warning. When I got in touch with customer service to ask about it, they said they didn't accept the item because it apparently smelled of detergent. I was shocked by this, since the trousers were too loose on me and I even ordered an even smaller size. How could something that barely fit me smell like detergent? I think this explanation is completely ridiculous and unacceptable. That's why I've decided not to shop at your store anymore.
Cool dress
I was so looking forward to getting this dress from *store*. It looked really nice online and I was eager to try it on. But when it arrived, it was far too big for me! I tried to send it back, but they didn't send the return label as they should have. When I got in touch a few days later, they said it was too late as returns needed to be done within 14 days. However, their website clearly states you have 28 days for returns! The customer service just brushed it off and said there was nothing they could do. And now I'm left with a dress that doesn't fit me at all, ugh.
Black jeans with rips
The black ripped jeans I purchased looked really cool on the website, but when they arrived, the rips were in odd spots and they didn't fit well. I had to return them in the end, which was quite frustrating.
Recent assistance from customer service
I got in touch with customer service the other day for help, and I have to admit I was really pleased with how they helped me out. The people I spoke to, Leah and Maicah I think their names were, were so patient and helpful even though I made a few mistakes. They were really professional and quick at sorting out my problem, and it really stuck with me. I've been a customer of this company for a while now, and this experience just made me trust them even more.
Dress purchase
I tried ordering from this company for the first time and honestly, it was a nightmare. The customer service was just terrible. I had a problem with my order, but when I reached out to them, they completely ignored me and didn't even bother listening. It was such a stressful experience, I can't believe it. I've decided I won't be ordering from them ever again.
Clothing items
I've been a customer at ASOS for a long time now, and I've got to say, I've been really disappointed with the customer service I got recently. They don't really have a good complaints system in place and they rely too much on outsourced live chat agents which just makes it tough to get any problems sorted quickly. I had a late delivery recently and the customer service people I spoke to were no help at all. Adnan wasn't truthful, Ajay didn't seem to know much, and the manager Neha was just completely useless. It's just not right to not make things right for a customer who's been shopping with them for 11 years. From now on, I'll be looking for other places to shop online that really put customer satisfaction first.
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: January 2026
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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