ASOS Reviews 191,159

My parcel was delivered to the wrong address, when I finally got it one month later they refused to let me return it as it was outside of the timeframe. I explained to them that I didn’t actually receive it until a month after the delivery date, and the assistant refused to help at all.

if I could put 0 stars I would, shocking experience, processing and delivery using a SNAIL would be quicker and AI everywhere, will never use them again a total waste of my time, an awful shopping experience and they are not the cheapest so no point dealing with them, just regret it!

Ordered my partner some shoes for he birthday they strap broke on them after about half an hour's use. I requested a return stating the fact that they had broken. Week later I received an email that the return was rejected as it's not in original condition, of course it's not it's broken. Over an hour on chat with multiple agents and a daft chat bot. When asked for a phone number ASOS don't offer that so what could have been a 5 minute call took over an hour of my time on their mess up. Avoid like the plague.

This isn't just an ASOS problem. It's a problem across much of the UK fashion industry. But ASOS is a perfect example.

ASOS sells thousands of men's clothing items. If you're a 28-inch waist, 30-inch waist, or need larger sizes all the way up to XXXXL and beyond, you'll find endless options. Entire pages of them.

But if you're a naturally slim man with a 26 or 27-inch waist? Good luck.

ASOS doesn't seem to sell shorts in my size at all. Heck the jeans are very rare. And everything else? Smart wear? Well you can dream on.. thats never happening.. for some bizarre reason...

Not one page. Not a small selection. Not even a handful of options hidden away somewhere. Just an endless wall of clothing that starts one or two sizes above where some of us actually exist.

What I don't understand is why the industry treats smaller men's sizes as if they're some kind of mythical creature. Being short and slim isn't unusual. There are plenty of men with smaller frames, yet retailers act as though anyone below a 28-inch waist simply doesn't need clothes.

The irony is that fashion brands rightly work hard to provide inclusive sizing at the larger end of the spectrum, but inclusivity seems to stop the moment you're a slimmer guy. Apparently it's completely normal to stock every size upwards, but not the sizes below.

I genuinely don't understand the logic. Why am I unable to buy clothes that fit me from one of the UK's biggest clothing retailers? Why is having a healthy, slim build treated like an edge case?

I'd love to buy your products. You just don't seem interested in selling them to people my size.

Absolutely terrible service.
Why an earth they would switch to Relay - a delivery company that is notoriously just a giant scam - is beyond me.
The amount of negative reviews here based on having postage delays and they didn’t think to switch couriers?
Have had a parcel that I paid next day delivery on just never be delivered. Every day they say they’re redelivering and every day no one shows up.
Meanwhile the customer service is abysmal, impossible to get through to a real person and when you do it’s still impossible because the policies are ridiculous and they’ve outsourced customer service to non native english speakers.
They’ve been a huge online retailer for years and it seems crazy to me that they have a scam delivery company and unusable customer service just as a way to cut costs. Surely it’s lost them more money than it’s gained them with the amount of complaints I’m seeing? Whatever, never again. And I still want my £80 back.

Everything is always out of stock litterally

Your company has provided one of the worst customer service experiences I have ever dealt with. First, you sent me an extremely damaged dress with missing sequins and poor quality, which was already unacceptable for a paying customer.

After that, your company would not even properly provide return details or clear instructions until PayPal became involved in the dispute. From customer service officer Rahul to manager Abhishek, nobody seemed to know how your own return and refund process actually works. Every response was the same scripted message telling me to “wait 26 days” without any proper explanation, transparency, or accountability.

What makes this even more frustrating is that the tracking clearly shows the return parcel was shipped on 26 May and is expected to be delivered by 29 May, yet your staff still continue asking me to wait 26 days for a refund. Nobody can clearly explain:

Where the return is actually going
Why the refund process takes so long
What happens after delivery
Why customers are left without updates or proper support

This entire process feels disorganised, misleading, and extremely unprofessional. Your company takes customers’ money immediately but then delays refunds and provides no proper communication when customers receive damaged products.

The handling of this matter by Rahul, Abhishek (manager - useless), and your overall customer service team has been extremely disappointing and stressful. This level of service is completely unacceptable for customers in Australia.

Seeing other people's recent reviews makes me think my experience was just a lucky one. I was searching for a replacement sweatshirt for my daughter and ASOS was the only one who carried it since it has gone out of production. I received the item in a decent amount of time in the size I ordered and she was thrilled with it.

I can’t believe you can’t speak to an actual person in customer service anymore! My package is delayed and I have zero update or able to get information on this. The wedding is THIS FRIDAY and I ordered 5 days ago. It’s saying it’s going to be delivered on Friday, I ordered is 5 days ago. This is NOT good enough, I pay for express delivery. Never again.

I was very disappointed by my recent experience with this webshop. I have been a loyal customer for years, which makes this situation even more frustrating.

I purchased a Mango top for 29,99€ only to discover less than a week later that the exact same item was being sold for 22,99€ on both Mango’s official website and ASOS at the regular retail price, not as part of any promotion or discount.
When I contacted customer service to ask about the price difference and request a refund of the overpaid amount, I was simply told that pricing is determined internally and that nothing could be done. What I find especially disappointing is that they still insisted that 29,99€ was a “correct price,” despite the item being reduced by €7 within barely a week!

Very disappointing customer service and pricing policy. Charging above the regular retail price without offering any solution or goodwill gesture does not feel customer-friendly at all.

I’ve had a really poor experience with ASOS returns, especially on a multi‑vendor order that included River Island. I followed River Island’s own return instructions and generated a separate return label, but the River Island label did not work at all. My ASOS label only allowed me to send one item back, so I ended up with two labels and no straightforward way to return everything. ASOS then issued another label and told me I’d be refunded once River Island confirmed delivery within 14 days. River Island later confirmed they had received the item, yet after 145 days I still had no refund and had to chase ASOS myself.

When I asked to raise a complaint, the agent (Tyron) said he had done so and gave me a complaint reference number, but I later found out there is no complaints process and the reference number wasn’t real. The next agent took nearly an hour to admit this and could only offer guesses instead of clear answers. Overall, the customer service has been very poor and it feels like customers have to prompt ASOS at every stage just to get basic things like working return labels and refunds processed. This whole experience has put me off ordering from separate vendors through ASOS, and in future I’ll be splitting my orders instead, which will ultimately cost ASOS more to deliver. The only positive part of the whole experience was Payal, who apologised and clearly explained the lack of communication.

The worst customer service I've ever experienced. Slow replies, same default answers on repeat with no actual resolution, continually being told a "specialist team" will be in touch, and then not receiving any further communication. For this reason I won't be shopping with ASOS anymore and I'd advise anyone against them.

After being a customer for approx 20 years I'm now done with the decline in quality and poor customer service. I've spent thousands with them and I've only bothered to contact them when I've been completely frustrated to be met with poor customer service. Customers are penalised for their return rates when the more poinient issue is the quality which is why items are being returned so frequently. In this instance it was a quality issue that I was told the fabric was that supplied. I would rather save my money than continue to purchase from ASOS. We the customer have options when it comes to purchasing goods online but aren't treated like we count or like our issues are valid! This particular item was in the sale and from past experience sale items tell me its likely an issue in quality! Next day isnt always next day and purchasing from their 'partners' can also be a pain for many reasons including next day and returns. Not that it will make a difference to ASOS but I will be closing my account for my own sanity. As i'm still waiting for my trainers that were due to be returned to me approx 4 years ago which is a whole other story but am still out of pocket for that and the poor service received at that time.

Impossible to process a return, the bot on the chat is useless, no human support. I wish I had checked Trustpilot before buying anything. Scam.

I sent some items back to this company. They charged my credit card. I sent most of the items back, but they said they never received the items. I got a confirmation stating that items were shipped back to the Atlanta HUD. They would not refund my $532.00. I had to file a complaint with my credit card.

I originally ordered on 9th may, estimated delivery date on or before 15th may, parcel never came I emailed on 16th of may and was told I would need to wait until 20th may so I waited and emailed again on that date when I STILL hadn’t received my parcel. I was told it was never sent to the courier and I could either wait 10 days for a refund which is ridiculous or have my parcel resent next day delivery. I opted for that but I wasn’t even informed that one of the items wouldn’t be sent and would be refunded as it was out of stock by then. Cut to today 23rd may and I receive a “your parcel is out for delivery” which is certainly NOT next day delivery but whatever. But because you’ve sent it which Royal Mail to an Inpost box the delivery is refused and sent back to you. So far you have had my money for TWO WEEKS and I STILL have not received the clothes I ordered. So I am now expected to wait another 10 days for a refund because you can’t make a simple delivery. The “customer service” you offer is a joke and so is your company!

I bought a t-shirt that was supposed to be regular M, but what i received was a very relaxed cut that was more like an XL and of bad material. Despite that being their fault, Asos charges me 4.68 for sending it back. I had a similar case before and contacted their so-called customer service and they refused a free return - just not worth the hassle and the money.

Giving Joshua from customer care all the 5 starts since I was unable to rate our conversation through the chat. He’s helped so much with my issue and was super patient and friendly. Sending you lots of light your way. Keep shining & never ever change brother! God bless you

I’ve been an ASOS customer for over 10 years but will never shop there again. I purchased 8 dresses for a friend’s wedding and I didn’t like any of them so I sent them all back. I tried on the dresses for all of 30 seconds each as I knew straight away that none of them were right. Anyway, I got an email to say they were only refunding me for 7 of the 8 dresses as one of them had been worn. I’m obviously furious as this is categorically not true and I would never ever do that. I have tried contacting customer support three times and they have done nothing to help. They keep saying they will escalate it but no one ever gets back to me. It’s almost been a week and we are no further forward. They don’t care at all and the whole situation has been very stressful.