ASOS is a UK company that sells clothing online. They have customers throughout the world but have large followings primarily in the US, UK, Russia, and many other European countries.

Rank Chart
Price
Days to Return
Our Score
#1
Low
365
7.8
#2
Low
30 days
7.7
#3
Low
case-by-case
7.5
#6
ASOS Logo
Average
28 days
7.2

Their website has 21.3 million customers per month, as well as 7.1 million customers from over 160 countries. We also found that in addition to the 850 brands that they carry online, they have carried around 50,000 branded and ASOS.com branded products.

ASOS used to have a feature on their Facebook page that let customers order without having to leave the Facebook site. However, that feature of the Facebook page now leads directly to the ASOS landing page.

Recently, ASOS has been a sponsor of a Formula One racing team, the McLaren Formula One team. Even though this was supposed to be a short-term partnership, the ASOS logo has been seen on the McLaren Formula One car throughout the 2014 season.

The Good: ASOS

ASOS provides their regular, loyal customers with a number of great benefits including:

Multiple Promotions on Site

If you are looking to save money on sticker price clothing items, the ASOS website provides a welcoming and money-saving shopping experience for you. Not only are there promotions run throughout the site, there are also membership opportunities to provide you with even more value. The ASOS Premier membership costs $29 for a three-month membership. This lets users get free standard UPS shipping, pre-sales notices, as well as their catalog, of which ten copies are issued per year. A helpful feature they include on their site to all customers is their Fashion Finder, which tracks clothing industry trends for you. This allows its customer base to stay on top of trends throughout the world as well as keeping them apprised of new releases. It is a simple and easy way for customers to go online and ultimately design their own outfit. With tons of fashionable products to choose from, it is a huge benefit for shoppers to have access to these discounts and promotions while maintaining products of high value.

Cost-effective Shipping Policies

Being an international clothing retailer, ASOS uses a large network of shipping couriers to deliver orders as quickly and cost effectively as possible. If you choose US Standard Shipping, it is free of charge to you as the buyer if the total costs are over $40. Otherwise, shipping costs $4. Items will be delivered typically within 6 business days if you are located inside the continental United States. There is a small caveat to this policy if your order is over $200, where a small customs clearance charge may apply. If you are need of your order faster, you can choose another option for an extra cost. Even these costs for a faster delivery are competitive with other retailers in the industry. The Help Center is also great, as well as their return policy. Customers outside of the United States, while not being able to exchange an item, can get a refund on a product if they return it in its original condition. Also, we found that the ASOS help center was a great resource for customers who were using the website for the first time.

 

The Bad: ASOS

ASOS needs improvement in one particular area:
These problems had a wide range of type including advertising/sales issues, billing/collection issues, delivery issues, and problems with the product/service. Many customers have had problems with ASOS implementing their sound and desirable operations, primarily with their shipping, handling, and refund time frames. As these issues have occurred, it is fair to question their transparency with these and other policies listed online when shopping for clothes on their site. As has already been discussed, ASOS has a large international presence and a customer base that truly reaches around the world. These types of issues would be expected to a certain extent with a company who uses so many different shipping couriers in an attempt to save its customers as much as they can on time and money.

The Bottom Line

There are many pros and cons to a shopping experience with ASOS. Their policies are extremely competitive with other top clothing stores, however, their customer service effectiveness seems to be in question. There are potential reasons for this poor rating and implementation of their policies especially for customers in the United States, such as them being largely based in the UK. They do have a lot of great brands and products available to customers, however, if you don’t like your product it is possible you are going to have a hard time returning it and getting your refund in a timely manner. Most customer complaints mention the slow turnaround time. This should be taken into account since some of these items are being shipped from overseas.

Overall, ASOS has an extremely large selection of quality clothing that is very well-priced due to in large part to helpful promotions. By and large, clients really like the fashionable products they have purchased. If you are purchasing your items from ASOS, you should make sure that the product is a fashion that you know you will like and are not planning on returning. Due to the many promotions, great shipping policy, and fashionable clothing options, we ultimately recommend them as an online clothing store.

Clothing Price and Quality

ASOS offers high-end clothing, which is on the expensive side. The value of the clothing is quite high, with many European designs. There are over 850 brand-name products, for both men and women. They carry brand name clothing, as well as exclusive ASOS “brand” line of clothes. However, they run a number of promotions consistently to make their clothing items more competitively priced.

Membership

ASOS is open to anyone. However, there is a membership option available in the form of ASOS Premier. For a $29 3-month membership, a member gets access to many features, including free standard UPS shipping.

Reviews

ASOS does not have the option of leaving product reviews.

Shipping

If you are an ASOS Premier member, you get free shipping. If you spend more than $40, you get free ground shipping. Mid-tier and Express deliveries are $6 and $12 with some variation.

Selection Size

ASOS has a large and diverse selection size. For women’s shirts, there are over 332 styles.

Sales

ASOS always has brands on sale. It is not uncommon to see tops, accessories and jewelries available for sale at 70% off.

Customer Service

There have been a number of complaints raised against them over the years. There is no chat box, but there is a help email form and a pretty good online FAQ that will help customers place rentals. Trust Pilot only gave ASOS 3 stars (out of 5), commenting on the poor return experience and customer service that customers encountered.

Retail Storefront

ASOS is only an online service in the United States.

Time in Business

According to their website, they have been in business since at least 2000.

Company Contact Information

Corporate:

ASOS.com

London Office
Greater London House, Hampstead Road
London UK
NW1 7FB

Fax+44(0)20 7756 1001

Return Policy

Items must be returned in the condition that they were received. Items ordered outside of the UK cannot be exchanged, but customers can get a full refund. There is also free shipping on customer returns.

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89 ASOS Reviews

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  1. User Score

    0

    November 28th, 2016 Dallas, TX

    Delivered incorrect product then my actual product was out of stock when they finally returned my email. Will never purchase from ASOS again BUYER BEWARE

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  2. User Score

    9

    November 18th, 2016

    Fast shipping, clothing is great quality and fits great! Always flattering on my body type despite being short & curvy. Love it!

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  3. User Score

    0

    November 8th, 2016

    Never again! Worst customer service and very slow return/refund

    I bought two items and one did not fit so I returned it through their collect plus for the curiour to come and collect it. It was collected on 19 October, so after two weeks (last week) I’ve checked my bank and no refund was issued so I contacted the customer service. They said 72 hours to investigate so I gave them the order number and postage barcode again. It’s been a week now and they still have not update me despite contacting them twice after that and all I’m getting from them is they will get back to me as soon as they can. They are very frustrating! Once I get my refund I will never go on that Asos website again!

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  4. User Score

    0

    November 7th, 2016 Brooklyn, NY

    I placed an order for a pair of over the knee boots size 11 US= to a 9 UK. What I received was a size 10 US=to a 8 UK, not a big deal, mistakes happen. What was a big deal was the way customer service responded or lack there of. I sent proof via my email confirmation and order page that I ordered an 11. However, each customer service rep(I spoke to 8 via messenger app and chat ) kept referencing their “order screen” and saying I ordered an 8 UK. Evidently, their order screen overrides my email confirmation and their order page. The solution they offered was to return the wrong item for a full refund. Well, wasn’t that always my option? Thanks for allowing me to do what was already my right., ASOS. I knew the boots would sell out. I simply wanted them to replace the boots or offer me the 20% on the new order, once the boots come back into stock; I received 20% off of the order I needed to return. But that offer never came. In addition, this order qualified for free 4 day express shipping. Oddly, it this order arrived the same day as the order that was placed three days after the so-called express shipped order.; both orders arrived 7 after ordering.
    The saddest part in all of this is that ASOS has really great items, but their customer service leaves a lot to be desired. They are terrible. It makes me think long and hard about doing business with them in the future.

    11.10.16- Must give credit when credit is due; ASOS sent me an email on 11.9.16 informing me that the error was indeed theirs(not their words mine, but by virtue of their email that’s what they were saying) and would be sending me the correct boots, via express shipping. I was informed that once the boots left the warehouse an email would be sent with the tracking #. I received the tracking # this morning. My boots will arrive on 11.11.16.I still believe the customer service needs work. I was fortunate enough to finally get a rep that had the compassion and made an effort to rectify the wrong.

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  5. User Score

    0

    November 7th, 2016

    The treatment of customers is really below zero!
    They are talking to you as you was an idiot! Just canceling orders without notice.
    No more at this shop! WARNING!

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  6. User Score

    0

    October 28th, 2016 Chino, CA

    Really disappointed on my first purchase with ASOS. My order is now 3 days behind scheduled arrival and counting . I have ultimately believed in their “4 day” standard shipping policy. I was eager on getting hand of the item as I have to use it on a particular occasion, now I have already bought an alternative outfit for that. No choice now but to return it once the item arrives or if it will ever be. As for customer service, they insist that it might be due to local postal delays, but I called the local post office and told me that all deliveries are on time and there is no occurrence of delays and whatsoever. So I guess this is now ASOS part of having the item shipped late or if they shipped anything at all. SMH

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    1

  7. User Score

    0

    October 26th, 2016

    I made 3 orders and they cancled it with out even telling me. I was going holiday And payed for next day delivery we got nothing me and my husband was realy frustrated and they made everything much harder.. They didn’t even let me no un till I asked they just ignored me. I will never order from there again u can’t trust them and I give them 0 star rating. I don’t recommend to anyone.

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    1

  8. User Score

    0

    October 26th, 2016

    I wish I had read reviews before purchasing with ASOS. I have used them in the past with no problems but when I tried to return 4 items they sent me an email saying that they would refunded me at a lower amount than what I had paid for the clothes. The live chat is a waste of time as they tried to tell me that I had purchased these items at a lower price than what I have on my receipt! Ridiculous! They then stopped talking to me when I wanted the issue to be resolved. DO NOT SHOP HERE!

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    1

  9. User Score

    2

    October 21st, 2016

    Hi there – Over all the website is nice and easy to use. The problem came when my products were shipped to me in canada. this is a word of caution – I paid ASOS $150 for various sale items. When my package was delivered I had to pay an ADDITIONAL $60 for shipping fees. I was not impressed and wont use this company again.

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  10. User Score

    0

    October 6th, 2016

    International free shipping is non existing they provide no tracking number. You never receive your package and their customer service is crap. Lost over $1000 usd in merchandise that never arrived. They blocked me from twitter and my own account.
    These people are thieves please BEWARE do not buy from them. Their twitter page flooded with complaints from ppl not recieving their parcels. Had to claim through PayPal this is a nightmare!
    Then they will threaten and treat you like an idiot
    And if you try to speak up through social media they will completely block you from their pages ! This is like living in a dictatorship, it is actually a disgrace
    ASOS you make online shopping stressful unreliable and unworthy. Your representatives are ignorant cows who treat people like toilet seats !
    The quality is really crappy and just not worth the value
    I wonder how much money they pay bloggers to make their company look cool and reliable.
    Please do not let ASOS scam you there are plenty of honest decent retail websites everywhere
    You for sure will be robbed and insulted

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    1

  11. User Score

    0

    September 23rd, 2016

    Asos regually let me down on deliveries they have no complaints department just a customer care team that don’t care and never resolve any of your problems. They should be looked in to I can’t see how a company of this size can get alway with the lack of service they provide once they have your money they couldn’t care less.

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    2

  12. User Score

    0

    September 13th, 2016

    Lost my items, a present for a birthday, rang them didn’t action anything yesterday, responded to an email confirming it’s not with my neighbours, phoned them again 24 hours later nothing has been actioned. Items will not arrive in time for flying to France. They don’t seem to care that Hermes has lied saying they have delivered something when they haven’t.

    Bad customer service – really don’t care and have nothing to help to replace the order by Friday.
    I’ve deleted my account.

    Complete waste of time.

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    1

  13. User Score

    0

    September 9th, 2016

    Asos the worse web site available .
    I bought a dress more than 1 month ago and I didn’t receive yet my purchase,
    Asos keeping lying to me saying tomorrow or wait for 2 days… All lye ,
    My parcels must be lost and they don’t care about plus they won’t refund my money, so 360 for a dress , that I didn’t receive , it’s a joke and I am feeling very stupid because I could order from luisaviaroma or net a porter the same dress the difference is tab I would receive my dress in a couple of days but with asos you buy and don’t receive,
    Don’t put yourself in risk, don’t buy from asos

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    2

  14. User Score

    0

    September 7th, 2016

    I received a mug from Asos as a gift from my work. The first day I went to use it the handle came clean off, so contacted ASOS and they refused to do anything. I have pictures of the fault clearly displayed but because I didn’t email from our company account (of which I have no access to-) they refused to do anything. They replied in generic emails which they had obviously cut and paste! Will be shopping elsewhere in future! They are obviously the type of company to sell inferior products for a quick product and do not care if customers return! Stay away!

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    2

  15. User Score

    0

    September 6th, 2016 Bridgewater, NJ

    I ordered a pair of joggers from ASOS that looked perfectly normal on the model. When they came, they were pretty much leggings and the material felt like a Halloween costume. I sent them back for a refund, but after almost 2 weeks I haven’t gotten a refund, or even an email about the matter. I would not buy from ASOS again.

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    1

  16. User Score

    0

    September 1st, 2016

    delivery time went from 12 days, to over a month.
    They said I could return it since I missed the event that i bought it for, but that I would have to pay the return postage.
    Horrible company, Horrible customer service

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    3

  17. User Score

    0

    September 1st, 2016 Lyndhurst, NJ

    Worst shopping experience ever.
    At first my order was cancel and wasn’t notify right away. Find out after I try to log back into see the tracking. My account was block so send them e-mail since they don’t have CS number at US. Got replay with in day. They are looking into it. Another day pass and got other e-mail saying they need pics. of my ID, card, bank statements, and order number. Telling me don’t worry about the info. I’m giving them will be delete after? what? I’m suppose to just belive e-mail? so sent the pic. blocking some info. but clear for address and last 4 digits of card. All which show consistent with address and 4 digits. Another day pass no e-mail about my request or comfirmation for gettinf my info. I sent another e-mail asking about update. another day pass got reply asking me to send them other pics. that is not blocking and clear ID. I told them get lost. Don’t trust them. I don’t know them. Not sure they are really there or its scam.

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    4

  18. User Score

    1

    August 23rd, 2016

    ASOS have lost a valuable customer. Someone apparently had signed for my stuff – when viewing the signature, it was nothing like mine.

    Asos would not refund nor replace where I have been a valuable customer for years spending a small fortune (& where they were able to tell the difference between the signatures!!)

    Fraud, would not use these again- my advise is to stay away!!

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    3

  19. User Score

    0

    August 22nd, 2016 Roswell, GA

    My expected delivery date was over a week ago and the only thing the company can tell me is keep waiting.

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    1

  20. User Score

    0

    August 10th, 2016

    The customer service at ASOS is absolutely appalling, placed an order June 28th, today is August 10th (so far its be 34 days) my parcel has went missing, after hounding asos they admitted that the parcel was ‘lost’, shipped a second parcel, who knows where this one has gone to.
    A present ordered for a friends 30th birthday, which has long since been and gone, second time the order shipped something was out of stock. Do you think i’ve had a refund? OF COURSE NOT!
    This customer service team seem to want to make it as difficult as possible for the customer to get their money back, after getting nowhere on social media and through email, I called, passed around and hung up on. Asked for a manager to call me with a resolution…NOTHING, NO CALLS, NO REFUNDS.
    They have my money so that’s all they care about.

    Honestly the worst customer service i’ve experienced in a while, trading standards should investigate!!!

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    2