ASOS Reviews 

Package was missing items needed urgently.

Urgently ordered items for a party. Package was missing half the items. Couldn't get through to customer service team and wasn't allowed to re order the item despite it being an error on their side. Now I have no item and the party is ruined.

I saw a football jersey on their website for a reduced price (€59, down from €100). I bought it in size medium. When it arrived, I noticed that the stitching around the neck was faulty. I wanted to send it back for a replacement, as I like the jersey but wanted a non faulty one. I tried to contact their customer care but it was just an AI bot. It told me I might be able to replace it. I sent it back and tried again to talk to a person through their portal. This time I was successful but was told all I could do was get a refund. I checked their website again and the jersey has returned to €100 for my size.
I am not happy with this level of service as I should have been allowed to replace it, without spending an extra €41.

This comes a couple of days after their major data breach, by the way.

I've had running issues as a ten(ish) year customer from asos but they have gotten worse in recent years - mainly quality. I brought a ~£100 item which broke on the first wear, then was refused a refund because the item was returned broken... then the item was sent back to an address I've not lived at for ten years and was shocked to hear asos still has on file. Then was promised a refund once more via the live chat, returned the item at personal cost (having travelled to collect it from a different city), only to have the refund rejected again because the 30 day window had passed -- that's despite all the mix up and delay being caused by asos themselves.

If the quality was poor but customer service could own up and fix issues then I wouldn't be writing this review, but as it stands I am no longer an asos customer which is sad after enjoying the site for 10 years.

I really wonder how asos still operates and still exists, like i've heard many different stories and honestly not even zalando does thes things asos does you can't even order without an account like many other online shops like you need to have account to order which is stupid otherwise you can't get shit from there many people i know have had bad experiences even thise who are using it for the first time accounts getting blocked and deleted for no reason at all saying suspicious activity when it is the persons first order they either need to shut down or sell across other platforms aswell, like reclaimed vintage needs to be sold somewhere else not on there

⭐☆☆☆☆

Disappointed with ASOS's response to the data breach

After learning about the cybersecurity incident that may have exposed customers' personal information, I contacted ASOS customer service to ask whether they would offer any goodwill compensation, such as a discount coupon or account credit, to affected customers.

Unfortunately, my request was refused. What disappointed me most was not simply the lack of compensation, but the lack of reassurance and goodwill toward customers whose trust had been affected.

I understand that a company may not be legally required to offer vouchers after a data breach. However, I believe that taking responsibility, communicating transparently, and showing appreciation for customers' concerns are essential to maintaining trust.

As a result of this experience, I have decided to delete my ASOS account and stop using the platform.

I am sharing my experience so other customers can make an informed decision. When customers trust you with their personal information, they deserve transparency, respect, and a response that takes their concerns seriously.

This experience has changed my opinion of ASOS, and I hope the company takes customer concerns more seriously in the future.

Do not buy anything from this website! They will leak your credit card information, leading to unauthorized charges on your card! This is a serious payment security issue.

I order jacket. Never got it. So I file an investigation. They gonna write me back, and say my account closed. I can’t get my money back. They are scam, and fraud.

Placed an order as a guest but mistyped my email address. I didn’t receive a confirmation email so I knew straight away what I had done. Order arrived but I needed to return as it didn’t fit. Have been unable to return as they cannot do anything without the correct email! I’ve begged and pleaded for them to find my order under order number and address with my id but they have said without the correct email I cannot return! Unfortunately obviously pressed a wrong letter so now I have £150 worth of clothes I cannot return

Appalling customer service — avoid!

I ordered a couple of brand-name shirts on sale through ASOS that were sold out on the retailer’s own website. After paying an additional $50 in customs and duties, I opened the package to find a cheap-looking ASOS co-ord instead of the items I had ordered.

What followed was an absolute nightmare. Customer service was dismissive, showed little accountability, took FOREVER to deal with, and seemed entirely indifferent to resolving the issue. I was left without the items I ordered, out the customs charges, and to this day was never refunded correctly.

Mistakes happen, but how a company handles them speaks volumes. ASOS's lack of care and support completely eroded my trust. I haven't shopped there since, and I never will! Save yourself the headache!!

I was not aware I had an asos account. I received an email from them about a data breach. I went to their site to remove any info I had there and delete my account. I was not able to sign in. I was always redirected to an access denied page. Got in touch with a "human" (probably still chatbot) through their chat bot who after me letting them know I wanted my account deleted and couldn't sign in to do so, was told to sign in and do it myself and closed the chat. Tried again and that one also told me to sign in, but did not close the chat. After showing a screenshot of the access denied page they claimed they had to pass me off to technical support and closed the chat -_-

I placed an order for a pair of trainers and got the total wrong ones delivered .sent back with in 48 hours and then waited 15 days for a refund..

Always had 5 star service from this company. Fast delivery. Amazing quality items. Any problens are always dorted out quickly and efficiently.

Very poor customer service. Missed the return deadline by 1 day due to unforeseen circumstances and was told they have to follow the returns policy. If you need any sort of help from customer services you won’t get it.

Great service. Thank you. Hugo Dumont Leeds

Worst customer service ever. I have been a customer for 8+ years and the first and only time I needed help with an order they couldn’t care less. I believe I was talking to AI because I kept receiving the same answer over and over. No surprise they’re rating is so bad. Never buying here again!

They don’t have customer service. They have people with absolutely no understanding of what customer service means. But we all know that this kind of attitude comes from non-proffesional management and the greedily owners. Disgusting!

Quite literally the worst service I have ever experienced. And it really surprised me as it was only when I came into check Trustpilot after the event that I realised they were renowned for this. Trying to return a product has proven so taxing, after SEVEN hours chatting to AI bots and people in far off call centres, that I’m just having to claim money back using PayPal. Shocking. And they seem proud of the fact they don’t even have a phone number to contact so you can’t get to speak to a human at all. NEVER buy from this company. Amazed this is who Topshop work through.

ASOS was one of the websites I started shopping through when Americans received stimulus checks. Anything I purchased from there, I no longer have. The clothes didn't fit and the shoes were too tight to wear. I haven't shopped with them for years, so when I woke up this morning and saw an email about a "breach", I had to reset my password because it had been so long since I logged in. You can't delete your account through the website, which I don't like at all. Luckily, all the information on my account is old even down to my phone number. "Customer Care" is a chat bot who transfers you to an agent if it can't help you but even the agents can't help you. It took the agent over 5 minutes to "review my conversation with the chat bot and look up my information" only for him to say that a specialist would be emailing me. Little did the agent know, I had already downloaded the app and was waiting to press the "Delete my account" button. It's almost like they don't want you to delete your account but they shouldn't be surprised if people want to distance themselves from their company considering they're just another online clothing company that's been hacked and peoples personal information is in other peoples hands. Your merchandise is already too expensive, your return policy is terrible, customers have to deal with tariffs and now your website has an AI doing the heavy lifting for your employees. That's not fair to us. Google how to delete your account with ASOS, which will require you to download their app to do so.

Absolutely disgraceful service from ASOS. My £130 parcel was left behind a bin on the main road, where anyone could easily take it. When I got home, the parcel was gone.

I contacted customer service immediately, but after three messages, I’ve been ignored. I’m now £130 down with no parcel and no resolution.

Terrible delivery service and even worse customer service. No accountability, no communication and no effort to help. Would not recommend.

Bought a £50 voucher as a present for a friend’s daughter adding her email so it went direct to her. There was a digit out on her email which is my fault, multiple attempts to correct it no response and no voucher. Been chasing this since 19.06.26. I cannot get past the online chat to resolve this, terrible communication.