Featured review

As of Sep 01, 2024, 606 customers have reviewed this business and rated it 2.8 Star out of 5. The following report provides an in-depth analysis of customer reviews collected.

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ASOS's customer reviews analysis

ASOS - Head Office in Camden, London has garnered critical remarks from customers, mostly centered around customer service issues and problematic return experiences. A common grievance focuses on the challenges customers face when engaging with customer service through the live chat feature, which has been described as 'useless.' The difficulty in obtaining refunds or appropriate solutions for incorrect or faulty items, such as used or damaged goods, is a recurring theme. Furthermore, inflexibility in handling returned items and the perceived neglect in quality checks at the warehouse contribute negatively to the company’s reputation. Mismanagement of orders, accusations of unresponsiveness to service requests, and the permanent blocking of an account due to a supposedly high return rate paint a picture of a company where operational inefficiencies and strict return policies are adversely impacting customer satisfaction.

Positive Feedback

The reviews do not provide any direct positive feedback regarding ASOS - Head Office, Camden, London. However, it can be inferred that due to their long-term relationships with ASOS, customers had prior positive experiences that led them to continued patronage over the years. This suggests that ASOS may have previously established a reputation or provided services that once garnered customer loyalty.

Concerns and Threads

Reviewers express significant dissatisfaction with ASOS's customer service, particularly highlighting issues such as unhelpful live chats, an inability to obtain refunds for items sent to old addresses or for faulty products, and a lack of accountability for items lost or mismanaged by courier partners. The refusal to reimburse costs for fixing a faulty item and the strict adherence to return guidelines without flexibility are also major points of frustration. Moreover, instances where ASOS allegedly fails to confirm receipt of returned goods or unfairly penalizes customers for their logistical failures, and erroneously blocking customer accounts have also been mentioned. These problems culminate in a sentiment of distrust and overall disenchantment with ASOS, causing once-loyal customers to reconsider their patronage.

Frequently asked questions about ASOS

How can I ensure that my order is sent to the correct address?

To ensure your order is shipped to the correct address, always double-check and confirm your shipping details at checkout. If you have multiple addresses saved, select the desired delivery address before completing your purchase.

What should I do if I receive a used or faulty item from ASOS?

If you receive a used or faulty item, immediately contact ASOS customer service to report the issue. Provide clear evidence, such as photos of the item's condition, and request instructions for return and refund or replacement procedures.

What are the return policies at ASOS, and how flexible are they?

ASOS has a set return window in which you can return items. However, the reviews suggest that their policies are rigid, with little to no flexibility granted past the return deadline. Ensure to return items within the specified time frame to avoid difficulties.

Recent customer reviews and testimonials for ASOS

Josi Nava

1-Star

2 months ago

My order was sent to an old address that is NOT my default address and I had received an order from ASOS at my current address just a week prior without any issue so why this time was it sent to the wrong address!?!? Never have I ever had such a difficult time trying to get a hold of someone to speak with regarding an order issue. The "live chat" is useless!!! There is no way for me to amend or cancel the order and now someone else will have my package and I will get no refund since they demand their product back in order to refund any money. I am highly disappointed in my most recent exchange with ASOS. This company is a joke now, I've been giving them my business for over 10 years but now I will not be a returning customer. I hope ASOS loses all clientele and has to close its doors for good. Pathetic!

Indra

1-Star

a month ago

Been loyal customer for 11 years but enough is enough. Asos customer service is not helpful and quality checks at warehouse don’t exist. I bought 2 different items this year at different times and both times item was clearly used by another customer or faulty (exp.tags were not attached and zipper ripped off) another one had a little stain. As the item was out of stock and I needed to attend a wedding shortly I got in touch with ‘Customer service’ via chat and offered solution - I keep an item and fix it but reimburse me for fixing it. They agreed and advised to get back to them with a quote. When I did that they then refused to reimburse my expenses stating that I should’t repair the dress as refund was not approved and there is no appeal process. Previous agent I spoke did’t clarify this and as I was running out of time I had to fix it. I understand rules are rules but common to start with the faulty item was sent to me and I shouldn’t be treated this way. How about the quality and Asos sending dirty/faulty items to customers? This is OK to do?? 👎🏼👎🏼👎🏼

Samantha Webb

1-Star

a month ago

ASOS has the worst customer service! I was shipped a damaged item and because of their “fair” not so fair policy I was charged $4.99 when they were at fault! Why is the customer pentilized for ASOS’s negligence!? The worst experience people work too hard for their money!! Buyer beware!! Deserves ZERO STARS!! I’ve loved ASOS and been a customer for decades but NEVER again!!!! Don’t waste your time or money. Their customer care does not CARE at all!

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ASOS Reviews Summary

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Featured review

ASOS's customer reviews analysis

Positive Feedback

Concerns and Threads

Frequently asked questions about ASOS

How can I ensure that my order is sent to the correct address?

What should I do if I receive a used or faulty item from ASOS?

What are the return policies at ASOS, and how flexible are they?

Recent customer reviews and testimonials for ASOS

Satisfaction Score

Overall Rating

About ASOS