ASOS Reviews 

I hate to say it, but the packaging was completely damaged on arrival which completely ruined the whole purchase for me. Very annoying.

Absolutely ridiculous company. I’ve had problems with ASOS more than once, but this return process is beyond frustrating.

They provided a return locker that is too small for my parcel, and instead of offering a proper prepaid alternative, they expect me to contact the courier myself and potentially pay for the collection. The whole experience is unnecessarily complicated and frustrating. I definitely won’t be recommending ASOS based on my experience and nit buying from them again.

If you live on an island, big NO! They will want you to travel 5 hours ti the mainland to return their items!
Need to return more than 200€ due to incorrect description and bad fits, and they don’t care!

Avoid at all costs, terrible customer service!! Ordered a pair of trainers they got delivered to the wrong house proof of delivery photos showed it was a diffrent door number to mine, spoke to customer services who raised as a missing parcel. Got an email 2 days later saying they wasn’t refunding me as it was suspicious and a fraudulent claim!! They closed my account with no further explanation!! Iv had to do a charge back with my bank to get my money back!! Plz save ur self the headache and order from some where else.. read all the reviews on here and you will see what a bad company this is!! Wish I would have read them before ordering!! Worst company on the internet!!

Extremely disappointing experience with ASOS.

I had to pay approximately €40 to return one package from Norway. Nowhere during the purchasing process was I clearly warned that returning an order could cost such an excessive amount. ASOS only states that returns are “not prepaid,” which does not adequately inform customers that they may face a €40 charge.

When I contacted Customer Care, they were completely unhelpful. The adviser repeatedly told me that ASOS was not responsible, without properly addressing my concern about the lack of transparency. I asked several times to submit a formal written complaint, but they refused to provide a complaint email address and simply directed me back to the same live chat.

Customers should be clearly informed about potentially substantial return costs before placing an order—not after they have already purchased and need to return something. The lack of transparency is unacceptable, and the customer-support experience made the situation even worse.

After this experience, I have lost confidence in ASOS and will think twice before ordering from them again. Be very careful if ordering from Norway: returning your package could cost around €40, and you should not expect meaningful help from Customer Care.

Beware before you decide to order ! Pictures are not adequate. And if you return they will charge a minimum of 5€. Asos disguise the cost as a return fee and a 'discount ' on the returned item(s). Read the return policy carefully.

Terrible Experience!

I purchased the Asos beauty advent calendar 2026 as soon as it was launched ( last week)
It arrived today with one of the boxes missing (no.3)
The online customer chat was slow & unhelpful ! After 45 mins & lots of photos they said I could not have a refund or an exchange! They wouldn’t even replace the missing product ! Furious ! 😡 I wonder if other customers have been affected with the same problem with their advent calendars ? Poor , Poor , Poor !

Order number 1063923258

This is just a disgustingly terrible company all round. Ordered an item, three weeks passed , nothing , spoke to customer services via chat everyday for nearly two weeks , they just kept telling me to wait and wait. Agents use AI to generate responses to questions , call centre based abroad and do not comprehend English. Stay away from this cowboy company , it’s been three weeks and have finally managed to get a refund initiated , will never use them againz

ASOS customer service is a disgrace. It’s basically non-existent, and they could learn a lot from companies like Amazon when it comes to looking after customers.

I ordered two dresses about a month apart, both at the same price (£75). The second dress fit me better, so I contacted ASOS and asked whether I could return the first one — if not for a refund, then at least for store credit. It was only about a week outside their return period, still had all the tags attached, was unworn, and was an item they were still actively selling and had in stock.

They refused to make any exception whatsoever. The result? I simply returned the newer dress, which was still within the return window, and had to keep the first dress that didn’t fit as well.

So ASOS gained absolutely nothing financially by being so inflexible. They ended up with exactly the same £75 from me, except now they also have a disappointed customer and another one-star review.

I understand that companies need return policies, but good customer service is also about applying some common sense and discretion — particularly when an item is unworn, fully tagged, only just outside the return window and still being actively sold.

On top of that, I’m often amazed by how different some ASOS items look in real life compared with the photos online. Obviously, this happens with online retailers generally, but with ASOS I find the difference particularly striking.

Very disappointing experience.

Wont be using Asos again. They've just charged me 3.95 for a return (that i could send back cheaper myself) because my return rate was high. The thing is, the item i bought for my husband is completely mis-sized and thru no fault of our own have had to return as it's massive.

Getting fed up with getting emails saying asos need more info about a return this is getting a common problem with my orders,you can’t really send more than one item back at a time as they must get confused,I’ve been charge twice now for stuff I’ve sent back,get your returns in order,I’m very wary about using asos now as it’s about of a shitshow

Absolutely appalling treatment – £201 gone and ASOS closed my account

I genuinely cannot believe how ASOS has handled this.

I placed an order for £239 which was split into two parcels. Both were supposedly delivered at the same time and left unattended in an unsecured communal area rather than being handed to me or to the staffed reception. I never received the items.

ASOS refunded £38 from this exact same order and delivery, but refused to refund the remaining £201.

I spent days speaking to Customer Care and was repeatedly told the outstanding refund was being investigated. As recently as the same day this escalated, I was told to allow 10 days for the process.

Instead, I suddenly received an email from Customer Verification refusing the refund, accusing me of suspicious refund activity and closing my account.

I was absolutely shocked. I asked them to tell me specifically which previous refunds they believed had been falsely obtained and what evidence they had for making such a serious allegation. I also asked them to actually address the £201 I am still owed.

Their response answered NONE of those questions.

They simply told me my account would remain closed and, unbelievably, sent me instructions explaining how to RETURN THE ITEMS.

The items I have been telling them I NEVER RECEIVED.

They then told me that any further emails I send about the matter will automatically be closed without a response.

So ASOS has taken £201 for goods I did not receive, closed my account when I challenged it, refused to explain the allegations they made against me, removed my access to Customer Care and now refuses to communicate with me.

I've had to raise a dispute with my card provider because ASOS has left me with literally no other way of resolving this directly with them.

I've been an ASOS customer for years and never imagined I would be treated like this. £201 is a significant amount of money to me. The whole experience has been incredibly upsetting.

If you ever have a delivery go missing, be aware of how quickly a straightforward missing-parcel claim can apparently turn into this.

I will update this review with the outcome of the card dispute.

Most of the time I love everything I order - but the times I don't, their return policy is amazing. I wanted to return two items that didn't fit me well and they offered me store credit for the same amount and to keep the original sizes I had purchased to be more environmentally conscious. Even after i have been told that nothing could be done, someone double check and made my request happen.

I’m so impressed thank you. You get what you pay for in terms of the pricing and quality of clothing.

The quality, fabric and style of the pieces I've bought from them, have lived up to expectations. The pants fit good!

i received the wrong shoes 3 times and eventually had to give up. the rest of my order was great though.

First time writing a trust pilot review, wouldn’t normally do this but they have really mugged me off. I ordered some shoes on 30th August because my old new balance were just wrecked so I thought I’ll get myself some new new balance. Happy days. So I look at expected delivery time is says September 3rd. Very chilled. On September 2nd I throw my old new balance away thinking tomorrow my new new balance will arrive. WRONG. I get an expected delivery time from Evri (don’t even get me started on that pathetic excuse of a company) the delivery time passes. NOTHING. I’m now panicking because I have work the following day and no shoes to wear as I threw the old ones away in good faith. I’m scrambling around trying to find a pair of shoes suitable for work and the only thing I can find are my Uggs. UGGS! ASOS you have got me out here wearing Uggs in SEPTEMBER. The shame of it. The next day I get strait on to live chat with ASOS and start chatting with Shariq who didn’t seem bothered at all by my shoe nightmare and actually left the chat mid conversation. Very rude Shariq. So at this point I’m still in UGGS with no end in sight. The next day I get through to Namrata who informs me they will have to do a 2 day investigation into where my new balances have disappeared to. I couldn’t believe it I thought Shariq had already done that. It seems that was not the case. So Namrata sends me a very threatening email reminding me that if I am lying about my missing shoes then their could be legal consequences. Namrata… babe.. I’m wearing UGGS in September no lie is worth that much hassle. Anyway I reply to her email confirming I am in fact NOT LYING. That was the last I ever heard from Namrata she never followed up. So at this point I am fuming. I chat back for the third time (I have now been in Uggs for 3 days) and get through to someone who eventually sends me a replacement (which I still haven’t received) I think moral of story is ASOS we all know that Evri is a courier known for “accidentally” loosing packages. I mean have you seen the absolute slander about them on the TOK! I would strongly suggest ditching them. They might be cheap but I can assure you babe if I’m willing to spend £100 on a pair of trainers I’m willing to spend couple of quid extra on delivery because honestly anything to avoid the UGGS. Sort it out and please tell your live chat guys who work in communication to learn how to communicate because honestly this whole thing has stressed me so badly that I drank an entire bottle of chicken wine last night and now I feel terrible and I do entirely blame ASOS for that.

Kind Regards, one of the barbs
X

I have ordered twice with ASOS.
One order was delivered promptly.
The other one, I have been chasing for a month now. I have emailed customer service but there response is “an investigation is ongoing “ or I find myself talking to an automated chat bot and again the same response of “we are investigating where your missing parcel is”.
It’s been a month. I have no parcel and no refund.
I hope that customer service looks at the reviews and can help me sort out my issue.
Thank you

If I could give no stars I would - I tried to order an item as a guest and it wouldn't let me so I had to join ASOS
As soon as I joined the item said out of stock and then the fun started

I tried contacting customer service and this was one of the worst experiences of my life as it was a complete utter joke where you don't deal with humans and you completely waste your time
Just avoid this company

Very disappointed in Asos and their exchange system.
I purchased a sweater and a pair of trousers on 06/09. They arrived today 09/09 and they unfortunately were too big (I ordered my usual size). This is obviously not their fault; I processed an exchange for both items because I had the option to select ‘exchange’ and then the smaller size. However, one of the items is now out of stock and I dropped the return before that. The item will not be exchanged because it is out of stock and they can’t do anything about it until AFTER they receive the exchange - which is not mentioned on their website/app when selecting the exchange option.
Customer service just explained that if by the time they get back the items, they are out of stock, they will issue a refund.

They should not have the option of exchanging items because they are unable to ensure you will get the exchange.

If you are in this situation, I would advise to ask for a full refund and re-purchase whilst the items are still available.

I tried raising a formal complaint about this and the customer service team just went around in circles saying the same thing and replying with copy-pastes like they were AI.

Quite disappointed.