Anothr order, another disappointment

2 out of 5, reviewed on Dec 16, 2017

I've had issues in the past with asos, from late delivery to completely wrong products. Why did I buy again? I had a voucher. DO NOT trust the "fuller bust" range... aparently a 32DD I quite a small cup size.... well at least in this case. I struggle to find bras/bikinis that fit properly so when I was this range for those of us with larger cup sizes but not necessarily plus size I was stoked! Queue the disappointment, I may as well have ordered nipple tassles. Never again

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Nice range of products but poor delivery expectations

2 out of 5, reviewed on Dec 14, 2017

Purchased online a Festive Shirt for a Christmas Party. Delivery 'planned' for Dec 11th. Dec 13th still no shipment. No delivery update until I asked Customer Care. They replied swiftly but have not answered successive responses to their reasoning blaming a delay with the carrier. Hoping it arrives before Xmas party on the 15th. Overall a poor experience when it comes to managed a users delivery experience.

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ASOS Official

Hi Gavin, Thanks for getting in touch and leaving us your review - we really appreciate your feedback. I'm really sorry to hear that you've not received your festive shirt order, and that you... read more »

Verified Customer

Absolutely appalled

1 out of 5, reviewed on Dec 14, 2017

I purchased my order 3 weeks ago and was assured it would arrive last week, after countless attempts to get in communication with ASOS they have dodge the question of where my parcel is exactly and have tried to put it back on Australia Post, I decided to call Australia Post myself and they have assured me that only the paperwork for my order has arrived and they are still yet to receive the actual parcel. After explaining this to ASOS they have ceased all communication with me and have not responded to any of my questions in the last 48 hours. I am absolutely disgusted in the lack of communication and customer service that this company has provided me. I have paid for my products and it looks as if I won't be receiving them for quite a while. All I was after from ASOS was a simple explanation as to why I have not received my items and why Australia Post hasn't received them either, instead I have just received the same blame game answers. I will never shop with ASOS again!!

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ASOS Official

Hey Holly, Thanks for taking the time to write and leave us your feedback. I'm really sorry to hear that you've not received your order yet and are still awaiting an update from us. We're a l... read more »

  • 2 reviews
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Verified Customer

Terrible is an understatement

1 out of 5, reviewed on Dec 14, 2017

Purchased item late November which was apparently posted on the 1st December with an ETA arrival on 11th December. Phoned Australia Post on the 11th and item has not even been lodged with them yet. Website doesn’t work to lodge an online enquiry and no phone number to contact them. Needed this item prior to Christmas and ordered early to ensure it would arrive however it’s not looking like it will. Avoid purchasing through ASOS. They have lost me as a customer, I’ll never shop here again.

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ASOS Official

Hi Jamie, Thanks for taking the time to leave us your feedback. I'm really sorry to hear that you've not received your order just yet. Online is what we do best here at ASOS, so all of our cust... read more »

They charged me $56 for a technical issue!!!

1 out of 5, reviewed on Dec 14, 2017

I paid $56 to this online shop and the money has been withdrawn from my account but they told me because of technical issues your purchase cannot confirmed and After Six times of chatting, they told me to wait for 8-10 business days in order to return my money. At the moment 12 days passed and no money refunded to me. I lost $56 and would never buy anything from this terrible online shop!!

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ASOS Official

Hey Farnaz, Thanks for taking the time to leave your review with us. I'm really sorry to hear that you were charged due to a technical issue and that you've still not received your refund. We'd ... read more »

Horrible!!

1 out of 5, reviewed on Dec 12, 2017

I bought worth $200 and I cancelled my order and they only refunded me $10. This company is a joke. I'll not suggest anyone buying from this company. They don't reply to emails and you can't call them it's horrible.

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ASOS Official

Hello Chanel, I'm very sorry to hear about your experience shopping with us. I can definitely help - I just need some more information from you. Please can you let me know: -Your order number, w... read more »

Verified Customer

Great products but bad service

3 out of 5, reviewed on Dec 12, 2017

I love ASOS products. However recently I had to purchase 2 separate orders as I urgently needed items for a trip. I am a student and no code came through for a discount. This meant that I ended up buying less things as I was not happy that my promised discount did not come through. Because of this I also ended up having to pay the extra for express delivery.

I ended up with less items then I wanted and had to pay extra for delivery. So disappointed. I am not sure I will continue to shop with ASOS online if they to not honour their discounts that they promised. It's a shame too because the products are amazing.

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ASOS Official

Hi Stephie, Thanks again for taking the time to compose and share your ASOS Review. I'm happy to have a closer look into this all for you as it does sound like there's been something up wit... read more »

Terrible customer service no accountability

1 out of 5, reviewed on Dec 11, 2017

I've purchased many things from asos over the years but they have now lost me as a customer. This year I purchased the premier express delivery option for $40, but this service is not reliable. I have wasted time waiting at home for my parcels using asos estimated delivery dates, which are extremely inaccurate. When a parcel did not arrive the first time, I used their live chat service and their customer rep was extremely unhelpful and rude. After sales, they don't bother with helping you but ask you to liase with the courier (without telling you which one they are using, or who to contact local or international).


Recently (nov-dec) my packages have not been arriving on time, I understand if it is peak period but if my delivery arrives close to the dates expected for normal shipping , then why am I paying for a "Premier" service? Also what angers me is that they do not notify me of this delay til the date of expected delivery or even after!

My parcel did not arrive on 5 Dec, altho I was told it had been shipped by email. The tracking page was not loading, and that often happens. I sent them a message on Facebook messenger and they told me something went wrong , the order was lost or had not been sent? They did not even bother to tell me BEFORE the expected delivery date. I was told I would have a confirmation email in up to 48hours and a new package had been arranged to be sent. I wrote back and asked when I should expect this but was ignored and had to write more than three times before someone replied,a week later. Now I am told that the items I ordered are out of stock and I will get a refund. I have to check on their website to see if they are restocked if I still want them. I do not understand why items out of stock are allowed to be bought. This has happened more than once. Consumers expect to pay for services and goods that work. This is terrible. Even worse is their premier delivery they charge for but don't live up to. I have paid for an unreliable service which no one is accountable for. I have sent them a message on FB messenger but who knows if they will respond.

I will not be shopping with asos again.

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ASOS Official

Hi Kiki, Thanks for leaving your review with us here at ASOS. I'm so sorry to learn you've had trouble receiving your orders and that you're awaiting a reply from our Customer Care team - we're... read more »

Terrible Customer Service

1 out of 5, reviewed on Dec 11, 2017

I used to order from ASOS regularly since 2013. As a busy mum I thought they will win the market. Lately they just drop the ball, and hired a lot of amateur teenagers as customer service. Otherwise I can’t explain the stuff ups.
I returned a dress nearly a month ago, the refund didn’t go through and they can’t be bothered even answering my emails or messages. Second return they reimbursed me the wrong amount, then they said they will reimburse the difference- not in my account. I am curious the 3rd return how that is going to work.
They just threw over the window a valuable customer. I am decided I won’t stop untill I lodged a complaint in AU and UK because they just absolutely suck.
Alina

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ASOS Official

Hi Alina, Thank you for taking your time out to leave your review with us. I'm so sorry to hear you haven't received the refund for your dress as expected and that you've been back and forth wi... read more »

Ballarat

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Verified Customer

Atrocious customer service

1 out of 5, reviewed on Dec 11, 2017

I purchased over three hundred dollars worth of goods for a party on 9 December, and confirmed before purchase that they would be delivered on 7 December. 7 December: no delivery. So, I contacted the chat line, who told me that that date was really in U.K. time, and that they couldn't help me until it was officially overdue, and cut off the chat when I asked (politely and repeatedly) to speak to a manager. 8 December: no delivery. At least this time the lady on chat was polite...but she guaranteed me my order would be with me by 10pm Australian time. It's now 11:30pm, and guess what? No delivery, and the local courier is closed for the day. I made the horrible mistake of contacting customer "service" for a third time, and - you guessed it - they told me to wait, and it will be delivered tomorrow for sure.

I'm not sure if the agents are instructed to lie, or whether they just do it to get you off the web chat, but it's the lying that has lost ASOS my future custom. I understand that things go wrong, especially at this busy time of year, but I cannot stomach being repeatedly dismissed, lied to and patronised. To add insult to injury, nobody has responded to my email or offered any kind of sincere apology. I've literally spent thousands with ASOS over the years, but their absolutely terrible service means I will never do so again. So, so disappointed, angry and upset, not to mention out of pocket for items I will now have to buy twice and stressed about finding the time to shop before my party. Thanks, ASOS.

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ASOS Official

Hi Clare, Thanks for getting in touch and for leaving your review with us. I'm so sorry to hear you didn't receive your order on time for your party and that you were advised multiple delivery ... read more »

Hi Abbie - I responded to the PMs many times over 36 hours before somebody finally got back to me. Sadly, the goods have now arrived, long after I need them, and long after ASOS advised I would hav... read more »

Verified Customer

Great customer disservice!

1 out of 5, reviewed on Dec 09, 2017

Great customer disservice!
They have messed up my orders sending something I have cancelled and cancelling the actual order for a tech failure. After that they told me they couldn't stop the order because it was already processed (this was a lie since they sent an email 5 days later saying one of the items was unavailable). So they took my payment for an order I didn't want and they didn't block the order from leaving the warehouse in 7 days!
Then they told me to send the order I didn't want back to them and since this was not my fault I could send them a proof a postage to have issued the refund asap. Obviously nothing of this happened. I still didn't get my money back despite sending an order in first instance wasn't supposed to leave the warehouse back with proofs of postage. It's worth to add that in all this process I have been ping ponged from a customer service to the other, staying hours waiting for chats or their calls. Also funny, if you have been put in the call queue through the chat and you contact them again through chat to ask why they didn't call you they will automatically kick you out from the call queue and the queue is said to be up to 24h. When I have spoken with them, everyone was saying different things and the girl at the phone was very rude. After they have started ignoring me and they replied to my messages just when posting publicly on FB. So what to say more? I have shopped asos a few times and Variety of items is good but the management of this company is awful, personally I have an order supposed to arrive today not with me and around £100 in their hostage...I would recommend to buy your stuff somewhere else.

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ASOS Official

Hi Vally, Thanks for taking the time out to leave your review with us. I'm so sorry to hear the wrong order was cancelled and that we were unable to ship one of your items - I can understand ho... read more »

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Terrible customer service, poor quality goods - worst online store ever

1 out of 5, reviewed on Dec 08, 2017

so I purchased a few hundred dollars of clothes . Mainly from the ASOS line of clothing - absolutely crap quality ! I've ordered in the past years many items, noticed that their clothes are really poor quality - better in Target! Customer service is worst I've ever come across - their management must be appalling - 40 mins on the ridiculous online chat service that didn't fix the problem that they charged my postage after I applied the free postage code at checkout. So end result - returned all my nasty clothes, never got my postage reimbursed and will never shop with them again.

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ASOS Official

Hi Sally, Thanks for your review. We're really sorry to hear that you're not happy with the quality of your clothes and the service you received on our Live Chat with Customer Care. We make e... read more »

Please don't bother - I've spoken with around 5 of your representatives that have only wasted my time and couldn't resolve anything - including refunding me. I'm happy for you have my money and not... read more »

ASOS Official

Hi Sally, Thanks for getting back in touch. I can understand the frustration completely and I'm really sorry you feel this way. As we operate 24/7 we can't always guarantee your query will be ... read more »

Please include a 'get notified when this size is back in stock' button

4 out of 5, reviewed on Dec 07, 2017

I love asos. But I so wish that there was a way to get notified when an item was back in stock, particularly a size.
That would make everything so perfect.

THANK YOU!

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ASOS Official

Hi Rho, Thanks so much for taking the time to write your review for us. We're glad to hear you love ASOS as much as we do! We don't currently have the function to be able to let you know when... read more »

Don't depend on their express delivery service.

2 out of 5, reviewed on Dec 06, 2017

I have a very important event on Wednesday. I ordered a dress and chose the express delivery option and the site said my dress was going to be delivered on or before the Monday, i.e. two days before my event. (I did not have to pay extra for the express delivery since my dress was over the price threshold for free express delivery).

I have been keeping an eye on this order and the ASOS site constantly said my dress would be delivered on or before the Monday. Here we are late Monday night - no dress. I spoke to someone in the online chat about it and they said my dress will be delivered Thursday, i.e. three days later than it was supposed to. They will not be refunding any of the order since I didn't have to pay for the express option - I understand this, but I did pay a lot for the dress, hence the free express shipping. The person in the online chat could not offer me anything else.

I understand delays happen, but I'm more annoyed that I wasn't notified by ASOS that there would be a delay. This leaves me with very little time to find a replacement dress. I won't be using ASOS next time I have an event since I feel like I can't depend on their delivery service, even when there was originally two days to spare for delivery.

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ASOS Official

Hi Kim, Thanks for taking the time to share your review. I'm very sorry to hear that your order is delayed and you feel let down by the service received from our Customer Care team. Please t... read more »

Verified Customer

Ordered from Asos but package was stolen

5 out of 5, reviewed on Dec 05, 2017

I made the purchase online from Australia, purchasing process was smooth and got my notification that my order was on the way. They used and Aussie courier, Toll to deliver the items. It was deemed delivered by toll but when I got home it wasn't there - it took weeks for toll to locate their delivery driver but by the time they contacted hi he said he "didn't recall". In the end I contacted Asos and told them the situation and they happily replaced my item when I forwarded them the unsatisfactory message Toll had sent. Good outcome in the end.

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ASOS Official

Hi Alyssa, Thanks for taking your time out to leave your review - it's appreciated. I'm really sorry to hear your order didn't arrive with you as expected but am glad to hear our team could hel... read more »

Terrible Level of Service

1 out of 5, reviewed on Dec 05, 2017

Worst level of service I've experienced with an online store. My order was due to arrive on a certain day and as it didn't I followed up with ASOS to check on its status as the online tracking tool hadn't been updated for a number of days. The customer service staff were extremely dismissive and informed me that albeit i had paid for an express delivery the order would now be delivered a further 7 days after it was due to arrive originally and that i should contact the courier directly to ask what the delay has been a result of. This is not the first time I've experienced this with ASOS and I seriously would recommend for others to shop elsewhere as you'll more than likely be let down and the after sales staff couldn't care less.

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ASOS Official

Hi Sax, Thanks for getting in touch and for leaving your review. I'm really sorry to hear your order didn't arrive as expected, especially as you ordered with Express delivery. Unexpected pos... read more »

Melbourne

  • 2 reviews
  • 1 helpful vote
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Horrendous Customer Service: Order arrived faulty, damaged and missing items

1 out of 5, reviewed on Dec 05, 2017

I ordered the "This Works: Sleep Together kit" for a KK present. I waited two weeks for it to arrive. Upon arrival the box was badly damaged, had damaged tape all over and damage written on the top. I opened the box to find the product (which is tiny) inside it not wrapped in any bubble wrap or tissue to protect it. My item was damaged and missing half of its content. I contacted ASOS customer service chat line explaining what had happened and asking what could be done. I told them I needed it by this weekend for a KK present. The offered me a replacement but said it would take 72 hours to approve so it 'probably' wouldn't arrive in time. They then offered me a refund but stated my refund wouldn't be processed until the faulty item was received back in the warehouse. I explained that I needed the refund processed today as I now have to buy another KK present. I said I was happy to provide photos of the product, the box it arrived etc. They refused and said it must be returned. After an hour on chat, I agreed to returning it, however, I was then told that I would need to purchase appropriate packaging to send the product back to ASOS. I asked if I would be refunded for this packaging and was told no. The customer service representative was rude, abrupt and little empathy for the customer.

In summary, I ordered a product that wasn't packaged appropriately to be sent from the UK to Australia. Half the contents are missing due to poor packaging. I can't get a refund until its sent back and processed through the warehouse (which I am sure won't be done quickly at this time of year). I now I have print a return label (don't have a printer), package the product properly out of my own money (ASOS couldn't even do this for me but expect me to do this for them) and I have to go the post office to send it. On top of this I now have to buy another KK present. Appalling customer service, especially regarding a faulty product. Most large companies apologise, tell you to dispose of the product appropriately and replace it or refund you. Instead, I have been further inconvenienced as I now have to waste my time in sending in it back and packaging it appropriately. The customer obviously doesn't come first for ASOS, especially when their customer service teams end chats when it gets too hard and tell you its a 24-72 hour wait to speak to a manager.

Won't be ordering again!

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ASOS Official

Hi there, Thank you for taking the time to share your review. I'm really sorry to read that your experience hasn't at all been up to the standards we aim for. We have our customers at the he... read more »

Never received order. Invalid tracking number provided.

1 out of 5, reviewed on Dec 04, 2017

Purchased a Mia Long Sleeve Midi Dress from their website and it never arrived. They provided a tracking number which was invalid so I was unable to see if it even left the warehouse. Tried on both UK Royal Mail and Australia Post sites and both said it was invalid. I contacted Australia Post customer service said it was an invalid tracking number.

ASOS Customer service have been bureaucratic and hard to deal with even when we provided the information they requested. Will not buy from them again.

Order umber. ANZ100875996

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ASOS Official

Hi Gabriella, Thank you for leaving your review with us. I'm really sorry to hear you haven't received your midi dress just yet and that your tracking number wasn't valid - it's not what we'd e... read more »

Sydney

  • 2 reviews
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My favourite online store!

5 out of 5, reviewed on Dec 04, 2017

Love ASOS. Out of all the orders I have made over the years, there would have been only a couple of hiccups along the way and their customer service team have dealt with the issue efficiently and effectively. I order regularly and receive my packages on time and with all the correct items. I also love their free returns at the moment, its good to know that you can try something on and if you're not happy you can return it for a full refund. Keep on doing a great job ASOS!

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ASOS Official

Hi Kate, Thanks so much for leaving your review with us. I'm really glad to hear you love ASOS as much as we do! We're always looking to improve what we do but i'm glad in the meantime you're... read more »

Very disappointed

1 out of 5, reviewed on Dec 03, 2017

Brought a hoodie that was the wrong size, went to return it and accidentally sent back the wrong item, got in contact with them and asked if they where able to send the wrong items back so we could then send the correct items back even offered to pay for shipping, they then told us that they where not going to bothering trying to go and look for our items, and we will not get a refund for the hoodie that is in the wrong size.

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ASOS Official

Hi There, Thanks for taking the time out to write your review. I'm so sorry to learn your hoodie was the wrong size and that you returned the wrong item back to us - I can understand how that m... read more »

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Questions & Answers

Will asos show prices in Australian dollars like it used to?

Ella asked on Dec 13, 2017

I have a grandson who is 6 ft 4 1/2 or 191 cm tall. It is impossible to get clothes for a skinny tall guy in Aust that a 16 year old likes. Industrie and Factorie, his preferred choice of store, rarely fit the leg length Is ASOS a good store for a range that would suit? Drop crutch pants. slim fit long shirts and TS. Is the quality good???

Shirley Huberts asked on Nov 15, 2017

Where do Australia orders get dispatched from?

Tuhira W asked on Oct 17, 2017

See all 16 questions about ASOS