Express delivery not delivered

2 out of 5, reviewed on Nov 19, 2018

Pros
- Easy to search online store, looks good feels intuitive.
- Broad assortment of products.

Cons
- Delivery punctuality is off.
- Quality is bad.
- Customer services are lacking.

I ordered dresses at Asos and used express shipping, as I needed them in time. They still have not arrived. Online chat with employee was not helpful and did not understand my issue. They did not try to find a solution for me. I am disappointed. In the Netherlands I am perfectly fine with Asos, but here in Australia it seems to shift completely.

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Terrible customer service

1 out of 5, reviewed on Nov 19, 2018

I had a terrible customer service experience after my order was late. The representative was very rude, and after adding 9 days ETA on top of my express delivery, just carried on casually without an apology or even an offer for a refund of any kind. Really disappointing.

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Comments
ASOS Official

Hello Luke, Thanks so much for taking the time to leave us a review. I'd like to start by apologising for your recent experience with us - This definitely isn't the usual high standard of servic... read more »

Never a let down

5 out of 5, reviewed on Nov 19, 2018

I have ordered from ASOS countless times. I love their range and the prices are reasonable.
Shipping is fast and often free if I buy enough.
I have returned things a few times as sizing was off but the process is easy.
I have recommended a lot of friends to try asos.

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Comments
ASOS Official

Hello Michelle,

Thanks so much for leaving us such a great review.

I'm so glad to hear that you've enjoyed shopping with us!

I hope you have lovely rest of your day.

Best Wishes,

ASOS Soph

Horrible horrible horrible

1 out of 5, reviewed on Nov 19, 2018

The worst!!!!!! Online shopping ever! I bought an outfit for my baby shower 1 week prior to the event, payed express postage which was meant to be delivered on the Wednesday! I emailed ASOS customer service a few times and they told me there’s nothing they could do, and if my parcel wasn’t delivered to me by the 23rd which would be a week later “ so that would be 2 weeks in total”! They would refund me my express postage... not good enough ASOS!!!!!

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Comments
ASOS Official

Hello Karlie, Thanks so much for taking the time to leave us a review. I'm extremely sorry to hear of your recent experience. This definitely isn't the usual high standard of service we'd of lov... read more »

  • 3 reviews
  • 2 helpful votes
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Shocking customer service

1 out of 5, reviewed on Nov 16, 2018

Absolutely disgusting, I placed order and straight away realised it was my past address and contacted customer service live chat and explained that I don’t have the cancellation option and was brushed off and oh well too bad we can’t do it, I don’t understand how an online company cannot cancel an order, I don’t understand how they cannot help a customer and said oh well let it go to the wrong address are you kidding me!!!!! I tried to explain my order didn’t have a CANCEL option, all on deaf ears very dissatisfied and disappointed this is 2018 any online company should be able to amend order when the customer has called straying away and do not have the option of doing it themselves so now it’s gong to be sent to the wrong address l can’t believe it.

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Comments
ASOS Official

Hi Mimi, Thanks for taking the time to leave your review with ASOS.com. I'm so sorry to learn you have had issues with your order being delivered to a previous address without this being able t... read more »

  • 2 reviews
  • 2 comments
  • 1 helpful vote
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The worst company I've dealt with

1 out of 5, reviewed on Nov 16, 2018

Ordered two expensive dresses, they got lost, couriers lose them, chat is terrible they disconnect you when trying to contact them and ask where your parcels are. Never shopping there again. They guarantee delivery with 'express delivery' and it doesn't arrive on time. Don't even waste your time with express delivery. Three weeks later I still have not received my dresses! Their online chat is even worse. They don't care and try to shift the blame by telling you it's on it's way it's arriving, sorry for the delay. Then why take money from customers if there's a delay and why promise express delivery when you can't deliver. No offer of a refund either! I used to shop with ASOS a few years ago but stopped and then ordered two recently and this has happened. They don't care about their customers clearly. I shop at the Iconic regularly and never have a problem.

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Comments
ASOS Official

Hi Bronnie, Thanks for taking the time to leave your review with ASOS.com. I'm so sorry to learn you have had issues with receiving your Dresses and that this has not been resolved for you. Wi... read more »

I will try contact through direct message. Thanks.

Great service

5 out of 5, reviewed on Nov 16, 2018

I’m not sure what all the bad reviews are about.. but I made my first order from ASOS on Sunday. I got free express shipping because my order amount passed the threshold. It said it’ll arrive by the 15th which was Thursday and I received it at 8:50 am on the 15th. Really speedy and I love the items. Definitely a winner for me as I’ll definitely be a returning customer! Thank you :)

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Comments
ASOS Official

Hi Ray, Thanks so much for leaving your review with us. I'm really glad to hear you have had such a great experience with ASOS on your first order placed with us and that your items that you lo... read more »

Pennant Hills

  • 4 reviews
  • 1 helpful vote
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Verified Customer

Always great

5 out of 5, reviewed on Nov 15, 2018

The tool which calculates what size would best fit you based on what others your size bought and your sizes in other brands is great! Clothes are always good quality, never dissapointed.
Sales are great too!

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Comments
ASOS Official

Hi Sophie, Thanks so much for leaving your review with us. I'm really glad to hear you have such a great experience with ASOS and that you're enjoying the quality of our products along with usi... read more »

Mt Druitt

  • 4 reviews
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Never been disappointed

4 out of 5, reviewed on Nov 13, 2018

ASOS is an easy site to shop with. So much variety of clothing shoes and accessories and the quality of the products are genuine.

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Comments
ASOS Official

Hi Bee, Thanks so much for leaving your review with us. I'm really glad to hear you have such a great experience with ASOS every time you order and that you're enjoying the quality of our... read more »

Sydney

  • 2 reviews
  • 2 helpful votes
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Verified Customer

Extremely poor customer service

1 out of 5, reviewed on Nov 12, 2018

My delivery was sent to the wrong address due to no fault of my own. It was then sent back to the depot and cant not be sent back out to me meaning the order was cancelled and i don't receive a refund for up to 2 weeks! Spoke to ASOS directly and they just shifted the blame.

I've been a loyal customer with ASOS for many years and this is how they treat customers? Really poor form guys! They used to be such a cool company to deal with.

1 person found this helpful, do you? Yes

Comments
ASOS Official

Hello there, Thanks for taking the time to leave your review with ASOS.com. I'm so sorry to learn your order was sent to an incorrect address and that you've not been able to receive your ... read more »

Sydney

  • 3 reviews
  • 1 question
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Great quality clothes! Good deals!

5 out of 5, reviewed on Nov 09, 2018

So impressed with ASOS!
I’ve never been one to buy many things online due to being a plus size woman I’m wary of the sizes and fit of clothes I can’t try on, but ASOS has yet to disappoint. Their plus size range of clothes are gorgeous, they stock great brands, unique styles as well as on trend items. I find their sizing is true and have yet to have fault with anything I’ve bought recently or in the past.
The site is so easy to navigate (I use the app), I go straight to the plus size range and everything is there I need. I was surprised by the great quality of the items (even the ones o got on a sale) they feel expensive and long lasting, the sizing is great and the prices are so reasonable, especially the ASOS brand.
After receiving my item today and loving them, I’ve just made another order. This time I’ll be buying there wide fit shoes as I have very big feet and have yet to find nice shoes in my size, along with some more clothes I’ve been eyeing off. Will be back with a review of the shoes when I have received them.
Happy happy happy!

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Comments
ASOS Official

Hi Nikki, Thanks for your positive review. I'm really glad to hear you're loving our ASOS Curve range and the items you've ordered from ASOS so far. We update our stock daily, to check out wh... read more »

Verified Customer

How Good is ASOS!

5 out of 5, reviewed on Nov 08, 2018

Excellent range of products, great price points and sales.
I love how easy the website is to navigate and the suggestions they provide for what else you might like.
Order frequently, love that it’s free returns. Means hassle free buying.

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Comments
ASOS Official

Hi Shakiera, Thanks for leaving your positive review here with us at ASOS.com. I'm glad to hear you're loving our products and the free returns! We stock new items every day, to check out what'... read more »

Highett

  • 2 reviews
  • 2 comments
  • 1 helpful vote
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Verified Customer

Awful customer service, and no ownership or remedy of the problem when they do something wrong

1 out of 5, reviewed on Nov 07, 2018

ASOS is a bit of a trap; it’s so easy to shop online with the lovely pictures, and polished interface, however, quality is definitely on the ‘fast fashion’ side of the spectrum.

I was sent a faulty, and incorrect sized pair of shoes. When contacted, they offered a replacement, and said to post them back, and they’ll send the new ones. I thought this was a good new leaf, considering some awful service I had from ASOS previously, where a survey was sent regarding why I stopped shopping, and the customer relations team contacted me.

So l later get a message saying that the shoes were now out of stock, but to still send them back. So I did... the same shoes were still showing up as in stock in the size I was supposed to receive... after considerable time, with no update about the refund, I contact, and I was informed that I couldn’t have a refund anymore as I had used a discount code, and that returning something cancelled it entirely (I used the upper tier one as I spent a lot; it would be reasonable to reduce it to the tier below, but in this case, the product was faulty, and the wrong size, so a different approach was needed), so I wouldn’t be eligible for a refund, BUT, I could still buy the correct shoes if I wanted, as they were ‘back in stock’. I asked this to be escalated to the customer relations team, and I received numerous rude replies each time I requested this to be escalated (it wasn’t escalated).

Haven’t bought a thing in ages now, but I still get the emails asking me to come back, and if they did something wrong, with a link that just leads back to their ‘new arrivals’. No thanks; I’ll stick with the Iconic, Mr Porter, Amazon, and physical stores now, but thanks.

ASOS used to be cool, but don’t even bother wasting your time or money anymore, it just isn’t worth the hassle. Certainly don’t bother joining the premier thing either, as you certainly don’t get better service or perks (unless you buy a single pair of socks and want free postage).

1 person found this helpful, do you? Yes

Comments
ASOS Official

Hi Matt, Thanks for taking the time to leave your review with ASOS.com. I'm so sorry to learn you received both a faulty and incorrect item and that you weren't refunded for this due to the T&C... read more »

In all honesty, customer care have not done this on any occasion. The only time ASOS actually did something was when I stopped shopping, and then sent a survey to ask why. It never should have reac... read more »

ASOS Official

Hi Matt, Thanks for getting back to me and I appreciate the honest feedback. I completely understand about leaving the post on a public forum, the private message is more so we can confirm orde... read more »

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Perfect Dress and great delivery service

5 out of 5, reviewed on Nov 05, 2018

It was my first time ordering from ASOS and I bought a beautiful dress that came in excellent conditions and got delivered to me this morning! Looked just like the photos and sizing was accurate and I will definitely buy from here again

Was this review helpful? Yes

Comments
ASOS Official

Hi There, Thanks for leaving your review with us at ASOS.com, I'm so glad to hear you're loving your new dress and that you enjoyed shopping with us. We're adding new items onto the site every ... read more »

Sydney

  • 1 review
  • 2 helpful votes
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Verified Customer

Don't count on ASOS if you genuinely need express shipping

1 out of 5, reviewed on Nov 05, 2018

Very disappointed in ASOS's standards for express delivery and their customer service responses.

We ordered some clothes to arrive in time for my brother's birthday.
I could have used my unique student discount code at checkout (-10%) however this doesn't work in conjunction with express shipping, so I chose express shipping instead.
Big mistake!

Not only did the items arrive one week after the latest express shipping ETA date (meaning it's very late even by standard shipping standards) but the customer service team were not helpful at all. I emailed them on the night of the latest express shipping day (around 8:30pm) enquiring about where my order is.
Their response? "delivery can take place anytime before the end of day (local time) so please allow until the end of the day." At 8:30pm at night! I somehow don't think Australia Post is going to be knocking at my door at 9pm.

3 days later I sent another email stating I still hadn't received my order and they responded simply stating that the parcel was due for delivery 4 days later, almost 2 weeks after I placed my order. This simply isn't good enough.
Had I known delivery would be this slow, I wouldn't have wasted my student code for prioritising express shipping. The customer service team seemed to take the approach of "don't email us again unless your parcel hasn't come", which is very discouraging.

Definitely will not be shopping at ASOS again and would not recommend it to anyone.

2 people found this helpful, do you? Yes

Comments
ASOS Official

Hi There, Thanks for taking the time to leave your review with us. I'm really sorry to hear you haven't received your order and that you feel you haven't had a good experience with our Customer... read more »

  • 1 review
  • 2 helpful votes
Private message

Rude customer service and faulty items provided and when you ask for refund, They won’t give it back

1 out of 5, reviewed on Nov 01, 2018

Rude customer service and con artists... received faulty items twice and on asking refunds they deny... unhappy with this website ... Will never order anything from here.

2 people found this helpful, do you? Yes

Comments
ASOS Official

Hi Ankita, Thanks for getting in touch with your review - I'm sorry to hear you haven't been refunded for your faulty items. Customer Care work to resolve any order issues as quickly as possibl... read more »

Newcastle

  • 3 reviews
  • 5 helpful votes
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Not too impressed

2 out of 5, reviewed on Oct 31, 2018

I ordered three items including an expensive jacket. They sent me a jacket that was very similar to the one I ordered but not the same style. They took it upon themselves to replace the one I wanted without contacting me first, probably hoping I wouldn't noticed. Super annoying, had to wait two days for customer service to get back to me only for them to tell me to request a refund and send it back, which I could have just done myself to begin with. And postage was a week later than originally stated.

1 person found this helpful, do you? Yes

Comments
ASOS Official

Hi There, Thanks for getting in touch and for leaving your review. I'm really sorry to learn you received an incorrect item in your order. This is usually due to a technical error at the warehou... read more »

Melbourne

  • 10 reviews
  • 10 comments
  • 1 question
  • 2 answers
  • 10 helpful votes
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Disgusting customer service

1 out of 5, reviewed on Oct 30, 2018

Their website malfunctioned and took two payments from my PayPal account even though the order never went through. Yep, they just have a hold on my money for the fun of it.
Even though they can, the customer service staff refuse to cancel the PayPal transactions to release my funds - they absolutely can, they just won't. Apparently, that's their policy - to just hold customer's money for kicks. I have to wait 48 hours for PayPal to do it automatically - so that's 48 hours that I don't have access to my own money.
They have the worst customer service staff imaginable. They also have no escalation process at all, so you are stuck talking to incompetent lemmings who just copy and paste the same text over and over again.
This company is so incompetent they shouldn't be in business.
Save yourself the trouble and order elsewhere.

1 person found this helpful, do you? Yes

Comments
ASOS Official

Hi Kishlette, Thanks for taking the time to leave your review with us. I'm really sorry to hear there was an issue placing your order and that two payments were taken from your PayPal account. ... read more »

  • 8 reviews
  • 1 comment
  • 1 answer
  • 6 helpful votes
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Happy shopper

4 out of 5, reviewed on Oct 29, 2018

Always a happy shopper with ASOS. They have a huge range and easy return system. I’ve purchased items across of their ranges and it’s always been great quality

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Comments
ASOS Official

Hi Gemma, Thanks for taking the time to leave your review with us. I'm glad to hear you're loving the site as much as we do! We've got our new summer stock in at the moment with loads of new st... read more »

Poor Customer Service and Delivery

1 out of 5, reviewed on Oct 29, 2018

Oh ASOS! You were so good and now you are so bad. I ordered a dress express post for an important weekend (a wedding) and it failed to arrive on time. When I rang the courier on the day it was supposed to be delivered, they said that the package hadn't even arrived in the country. Your customer service team did absolutely nothing to help follow up what had happened. I was told that I have to wait until after it failed to arrive for you to follow it up, even when I said that the local courier had said the freight hadn't arrived in the country.
When I then complained on Monday that the package had not arrived (as I had told them the previous week), they fobbed me off and said that it could take another week (!!!!) for it to arrive! When I also asked for a refund for delivery, they said they had to refer to another team and it would take them another 24 hours to be in contact?!?! What's going on?
I've asked this to be escalated to your management as express shipping issues to Australia is now a systemic issue for you and you are losing customers (just read the reviews here). This request was completely ignored.
Poor customer service and I definitely will not be using ASOS again.

Was this review helpful? Yes

Comments
ASOS Official

Hi There, Thanks for getting in touch and for taking the time to leave your feedback with us. I'm really sorry to learn you didn't have a good experience ordering with ASOS, especially as the d... read more »

1 of 35 pages


Questions & Answers

Are your Products Authentic?? Like Tommy Hilfiger that has the proper Tags and a V shape on the neck collar? Or Ralph Lauren or Nike and adidas. are they all authentic?? Be honest please

SunnyBunny asked on Sep 17, 2018

I order some shoes its said pending through PayPal & now their is nothing their? Did they take my money or what?

Samby asked on Jul 30, 2018

How long it takes to deliver to Australia? And where the items come from? Thanks

Jiji asked on Jul 18, 2018

Answer this

They are sent from ASOS warehouse in the UK. I’ve always ordered express post to Aus for years when shopping with them. No issues what so ever, I can only guess their bad rating on here is due to the fact these people love to complain about bad experiences but are less inclined to praise the good. In my experience I would add one full business day extra to the delivery estimate you receive from ASOS shipping info. I live in Perth, WA and find that it usually takes 3 days to arrive in Perth and then a full day to my doorstep. At times this has been delayed no more than one extra business day depending on the courier company used to bring to your door. It seems different companies pick up my ASOS orders (they must choose which ones they want to deliver etc) and some are better than others.
I’ve ordered from ASOS probably more than 30 times and any delays in delivery were never through any fault with ASOS...it has always been down to lazy couriers on our end who hold onto packages to deliver the next day at their convenience. Frustrating but 10000% you can trust ASOS and I hope you enjoy doing so

See all 22 questions about ASOS