ASOS is a prominent online retailer specializing in fashion and beauty products. The company offers a wide range of clothing, accessories, and footwear for men and women, catering to various styles and preferences. By providing an extensive selection of both established and emerging brands, ASOS aims to meet the diverse needs of fashion-conscious consumers.
Targeting a global audience, ASOS primarily serves young adults who seek trendy and affordable options for their wardrobe. The platform is designed to enhance the shopping experience with user-friendly navigation, detailed product descriptions, and customer reviews. ASOS also features a mobile app, making it convenient for customers to shop anytime and anywhere. The company's commitment to inclusivity and sustainability further resonates with its customer base, promoting a sense of community among fashion enthusiasts.
ASOS faces overwhelming criticism from consumers, with an average rating of just 1.1 out of 5. Reviewers consistently express frustration with the company's customer service, describing it as unhelpful and difficult to reach.
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Many report issues with order fulfillment, including receiving incorrect items or experiencing delays in refunds, which often take longer than expected. Customers also highlight problems with the payment process, noting technical failures and unexpected fees. Despite a few mentions of satisfaction with product quality, these are overshadowed by complaints about poor service and lack of support. Overall, the sentiment is overwhelmingly negative, with many stating they will not return to ASOS due to these persistent issues.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.1
60
100%
● Medium
1.1 / 5 overall
=
60 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Sep 2025.
Last 3 months
1.1
12-month avg
1.1
All-time
1.1
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 25
1.1
59
Sep 25
1.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
Top complaintsof 60 negative reviews
Customer service60%
36 mentions
Refund35%
21 mentions
Returns28%
17 mentions
Payment issues18%
11 mentions
“À l’attention du service réclamation ASOS,
Je vous écris pour exprimer mon exaspération totale face à la manière ind...”
On “Customer service” · Aug 31, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Shopping & Fashion.
Overall rating and review count for this company and similar companies
Hice la devolución de un pedido,al siguiente día de haberme llegado!por lo tanto lo devolví nuevo ,pedí un reembolso y me salieron con que los datos no corresponden con el pedido??cuando ellos me habían mandado un email
Diciendo que mi reembolso se iva hacer tbm estaba el número de pedido en el número de pedido ,email ect
Paso una semana nada de mi reembolso de 20 euros me
puse en contacto por el chat
Y me decían que no coinciden los datos 😒 🙄 😑 ni modo
perdi 20 euros y devolví el
articulo una estafa total!!!
Muy mala experiencia con asos
No volveré a comprar ahí
À l’attention du service réclamation ASOS,
Je vous écris pour exprimer mon exaspération totale face à la manière indigne dont ma commande, passée le 30 juillet 2025, a été traitée par vos services. Aujourd'hui, nous sommes le 31 août!!!!! . Et après la 2e relance, j'apprends que finalement Il n'y aura tout simplement pas de colis alors qu'on m'avait dit à la première relance qu'il y aurait une partie.
Je ne réclame plus la livraison. Je sais que je veux être remboursé intégralement, et c’est bien le strict minimum après plus d’un mois d’attente sans aucune réception. Ce qui me pousse à vous écrire, c’est le niveau alarmant d’incompétence, de désinvolture, et de mépris dont votre service client a fait preuve.
J’ai eu affaire à une certaine Azza, dont les réponses sont un cas d’école de non-assistance à client en détresse. Voici quelques extraits qui illustrent à quel point cette conversation était surréaliste :
🔹 Je demande où est ma commande. ➡️ Elle me répond que le remboursement est en cours.
“Je vois sur votre dossier un remboursement de € 53.19…” Aucun lien. Je ne parle pas de remboursement, je demande où est mon colis. Répondre à côté de la plaque est une chose, mais là on frôle l’absurde.
🔹 Je demande le montant total du remboursement. ➡️ Elle me répond :
“Vous allez recevoir un email avec tous les détails le plus proche possible. Rassurez-vous.” Donc je pose une question précise, et on me répond par une promesse vague. Pas de chiffre, pas de détail, juste du vent.
🔹 Je demande un dédommagement. ➡️ Elle me propose de regarder les promotions sur le site.
“Je vous demande de jeter un coup d'œil sur les réductions sur notre site.” “Il y a des promo code chaque quelque jour.” Non mais on est où là ? Je parle de réparation morale et commerciale, elle me parle de bons de réduction. C’est une réponse humiliante, hors sujet, et profondément irrespectueuse.
🔹 Je demande une adresse email de réclamation. ➡️ Elle me donne care-fr(@)asos.com, une boîte automatique qui redirige vers votre site d’aide. Je lui explique que ce mail ne fonctionne pas, et elle insiste en me disant :
“Il y a un département qui prend les emails en charge. Rassurez-vous.” Donc même quand je prouve que ça ne marche pas, elle nie la réalité. C’est du déni pur et simple.
Ce que je retiens de cette expérience :
Une commande jamais reçue.
Un remboursement partiel, flou, non détaillé.
Un service client robotisé, incompétent, déconnecté.
Aucune excuse, aucune prise de responsabilité, aucun geste commercial.
Je vous demande donc :
Une confirmation écrite du remboursement intégral, avec le détail des articles concernés.
Un dédommagement commercial à la hauteur du préjudice subi.
Des excuses, une réponse humaine, professionnelle, et respectueuse.
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Technical failures, misleading payment process and refusal to comply with legal obligations
I have now had at least 8 chats and email conversations with ASOS customer service about the same issue. The problem started with technical errors on the website during payment: for example, I select iDeal, but I get redirected to a PayPal page. After that, I receive an error message, the items appear as ordered, but then they get cancelled automatically.
Instead of acknowledging this as a technical issue on the ASOS website, I was taken through long troubleshooting steps that led nowhere, with vague advice like “contact your bank.” That makes no sense – what does my bank have to do with being redirected from iDeal to PayPal? This is clearly a fault on ASOS’s side.
This problem has occurred repeatedly, I have given feedback multiple times, yet nothing is solved. The website is misleading because it promises one payment method but forces another, and then cancels the order. Meanwhile, ASOS refuses to provide me with the legally required contact details of the legal disputes/complaints team, despite me asking for them in every conversation. Instead, I am told to wait 24–48 hours for a manager – which is not a lawful substitute.
According to the EU Consumer Rights Directive (2011/83/EU, Article 6) and the UK Consumer Protection from Unfair Trading Regulations 2008, ASOS is required to provide consumers with clear and accessible information and to refrain from misleading or unfair practices. ASOS is failing on both points.
I therefore expect:
• Compensation for the time I wasted because of ASOS’s misleading website and repeated failed orders.
• Immediate shipment of my cancelled items or a proper replacement solution.
• The direct contact details of the legal disputes/complaints team, as required by law.
ASOS should take responsibility instead of blaming customers, hiding behind vague excuses, and ignoring legal obligations.
Since using Royal Mail I am not receiving my orders next day despite paying for this service with annual charge. When they used EVRI I always received orders on time. Poor customer service. Also Clearpay not being updated timely when items returned
What is going with ASOS. Non existent customer service. I have received an email to say a refund has been processed however its a klarna payment and should there for update klarna however they have not correctly registered the return and now no refund has been sent, payments are paused they advise me to speak to
Asos but all you get is a Bot sending you round in circles! Please investigate
Order 1001994141
Well, I ordered some last minute bits for holiday via ASOS, I appreciate this was last minute however, you pay for next day delivery, you assume it is delivered the next day! Amazon Prime manages to do it! Anyway, 7pm the day of delivery this still hasn’t arrived… I spoke to Emilyn on the ASOS chat who assured absolutely adamantly this would be arriving by 10pm. At 10pm I spoke to AJ on the ASOS chat, who confirmed this would definitely be with me by 11pm. At 11pm I spoke with Chhavi on the ASOS chat. I asked for an update on this order and also an explanation as to why I have been waiting with false promises for the last 4 hours. I don’t think Chhavi could have been any less unpleasant, disregarding and unhelpful if they tried. Chhavi said the driver had some transport issues, and I was ordered to wait until the end of tomorrow and if this order hadn’t arrived to contact them again. I explained that I would not be here tomorrow and that my parcel will now be left out for a week. I asked for a refund on the ‘next day delivery’ charge, as I had not received my order the next day, this was refused and I was told to wait until the end of today until I could request this and the chat was ended. 12am I spoke to Prerna on the ASOS chat, who confirms my order hasn’t even reached the carriers depot!
5 hours of lies. No parcel as promised. And a flight to catch in 2 hours. How disappointing you are ASOS.
The worst experience!!! Customer service are USELESS and so unhelpful. I contacted numerous times about my missing order and then out of no where receive an email saying I’m getting a refund. No explanation no offering help with a new order. And now I’m chasing them for a refund and I’m getting crickets! How hard is it to get a reply??
ASOS Switzerland: high prices, unexpected customs fees, no support
I placed an order on ASOS, selecting Switzerland as my country of residence.
ASOS sets prices in Switzerland 30–50% higher than in neighboring countries like Germany. I assumed that by choosing ASOS Switzerland and paying higher prices, the items would be shipped from a warehouse in Switzerland.
However, my order was shipped from the UK (and possibly elsewhere), and I had to pay an additional 30 CHF in customs fees on a 90 CHF order — which I later returned entirely.
On top of that, I cannot even request compensation, because the ASOS website chat is handled by a bot and doesn’t connect me to real support.
As a result, I end up overpaying due to ASOS’s poor logistics and lack of proper customer service.
Krijg geen contact met asos. Alleen via chat. Deze robot begrijpt steeds mijn vraag niet.
Super irritant!
Retour is afgehandeld bij asos alleen asos heeft dit niet aan klarna doorgegeven.
Nu moet ik alles betalen
Klarna zegt dat ik contact moet opnemen met asos. Dat gaat moeilijk als je alleen tegen een robot typt
Absolute trash company, I can't believe how bad the service and customer "care" are. They send out incorrect items, don't bother to help you via the live chat and just exit mid convo. I wouldn't spend another penny on the tat they sell! I don't know when asos went downhill but they shouldn't be doing business at all, I hope they go bankrupt. They couldn't give a crap about customers at all. Disgrace! I'd give minus stars if it was an option
I ordered a gift card for my sister’s birthday, I never received it. Despite contacting them numerous times, they claimed they resent it and told me to wait, that it was being investigated and I would get an email. It never arrived and I never received an email or apology. I had to resolve it through PayPal, who gave me my money back. AWFUL customer service, and I will never do this again.
Sent the wrong item and provided an unbelievably bad customer service
Sent the wrong colour item, refused to refund next day delivery cost and insisted that the item must be returned and inspected for 10 days before any further action (including sending what I actually paid for) could be taken. Next day delivery apparently means they can pull anything off the warehouse shelf as long as they send something to you by the next day. To get the item you actually ordered you might as well get a job at the ASOS warehouse yourself, it would be quicker.
If anything goes wrong be prepared for an AI chatbot and an equally dismissive and abrupt customer service team.
I returned items from two orders totalling c £200. They emailed 21 Aug to say I’d been refunded; yet status on app says return sent not refund sent.
Contacted them on chat 29 Aug as not refunded to my card and they said refund had been issued and it could take up to 5 Sep.
I don’t believe any refunds have been issued at all and 5 Sep is actually 12 working days not their documented up to 10 working days on their site.
Contacting my bank to resolve due to this dishonest practice of withholding refunds
Wow wish I’d read these comments before ordering. Clearly there is a pattern of absolutely shocking customer service. I feel like we have all had the same bad experience. Waited in the online chat for ages after they took my money and failed to send my items. I then asked to escalate the complaint after being fobbed off by the handler. Mark the manager comes on (utterly useless). Sends me a long winded paragraph then exits the chat before I have a chance to reply. Still have my money and I have no goods. Not good enough!!! Don’t spend your money with them.
Beställde en vara, det stod att den var skickad. Dök inte upp, tog kontakt med kundservice. Dom bad om ursäkt och sa att något hade fördröjts. Några dagar senare när varan var tänkt att levereras, dök den inte upp heller. Jag kontaktade ASOS ( finns bara chatt) där erbjöds jag en återbetalning. Fick pengarna efter ett par dagar. Efter ytterligare någon vecka fick jag varan. Tog kontakt med ASOS för att fråga hur jag gör med betalning då jag ville behålla ordern. Det fick jag inte, utan jag skulle returnera varan för det skulle bli fel i deras lager annars. Jag blev ombedd att göra ett nytt köp, men nu har varan sålt slut och finns inte kvar.
Det finns inget ställe där man kan lämna feedback mer än i chatten med kundservice, och där va man inte intresserad av att ta emot någon återkoppling .
ASOS is a prominent online retailer specializing in fashion and beauty products. The company offers a wide range of clothing, accessories, and footwear for men and women, catering to various styles and preferences. By providing an extensive selection of both established and emerging brands, ASOS aims to meet the diverse needs of fashion-conscious consumers.
Targeting a global audience, ASOS primarily serves young adults who seek trendy and affordable options for their wardrobe. The platform is designed to enhance the shopping experience with user-friendly navigation, detailed product descriptions, and customer reviews. ASOS also features a mobile app, making it convenient for customers to shop anytime and anywhere. The company's commitment to inclusivity and sustainability further resonates with its customer base, promoting a sense of community among fashion enthusiasts.
