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
Average
30 days
7.7
#3
Low
30 days
7.7
#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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102 ASOS Reviews

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  1. User Score

    0

    January 17th, 2017 Tampa, FL

    ASOS customer for past 5 years. They were good until recently, I guess they grew too big to care for customers anymore. My last two orders were lost in transit, I send multiple emails requesting replacement, to which the response was – “We investigate the accident” “please check if the address was correct” “We are sorry, we can’t replace the items” After two weeks of daily emails I just disputed the charges with my bank.

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  2. User Score

    0

    January 12th, 2017

    A shockingly bad ASOS movie- Cue lost package, robotic, untrustworthy, strange service

    Situation: Sitting in a hotel out of town when I see package has been delivered to my building and I signed for it. Arrive at home days later to see note saying package is in the bin outside of my building, but don’t find package.

    Rising Action: Explain to Asos customer service that I was out of town, my signature was forged, neighbours didn’t sign for package, received DPD note saying that package was in the bin outside, and I could’t find the package. Asos customer service say they will thoroughly investigate in 48 hours. I patiently wait for someone to contact me asking for evidence that I was away, and my signature was forged by driver, and my package was left in a bin.

    Climax: Asos get back to me about 2 weeks later saying that the drivers GPS shows that the package was delivered and I signed for it. Shocked and outraged, I explain that no one contacted me to ask for the hotel invoice or images of my actual signature that show that I was out of town and my signature was forged. Even stranger, why did the driver leave a note saying that my package was in the bin if I signed for it?

    Falling action: Skynet takes over asos customer service, they disregard the actual evidence, and respond to all my questions by saying “We are unable to process this further, the investigation was thorough, the case is closed”

    Catastrophe: DPD says asos is responsible and I should raise a claim with them. Bank says they can’t refund me because I paid by debit card. Asos “skynet” says their investigation was “thorough” and the case is closed. My bank account is a few hundred pounds lighter.

    Conclusion: At asos, the customer comes last, skynet has taken over asos’s customer service, once a case is closed it has completely vanished from all existence, and Never shop with ASOS !!

    P.S. Chat transcripts available.

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  3. User Score

    1

    January 7th, 2017

    ASOS is great if everything is going ok. However, if something goes wrong then prepare to fall into a deep pit of the darkest despair. They can only be contacted by email, Facebook or live chat. The only people that can deal with complaints are the call handlers meaning that they just tell you what they can’t do, there’s no way of getting anything but the most basic problems resolved and worse of all, no one takes ownership of a query. I’ve spoken to countless people over several weeks, none of whom read the whole thread before responding and meaning that someone will ask a question, you reply instantly, then need to wait another 48hours (at least) for SOMEONE ELSE to pick it up and ask something totally unrelated as they have not bothered seeing what went before. Their Facebook page is full of people complaining as it’s the only way to get a response and it sounds like a lot of them have it a lot worse than me, but I can assure you it will be the last time I ever use the site.

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  4. User Score

    0

    January 2nd, 2017

    I placed an order on 29/10/2016 for an item and selected next day delivery. The item was not delivered to my home, neither was it left with a neighbour or in a safe place. It was signed for by someone I do not know. I contacted asos immediately on 30/10/2016 and was told they would look into this with the courier. I have contacted asos multiple times since and receive the same generic email stating they are still chasing up things with the courier, even NINE WEEKS LATER.
    I was a loyal asos customer who would place orders at least fortnightly and have received appalling and disgraceful customer service. I informed them that I will now be seeking legal advice and received the same generic email, yet again.
    Do not order from this company, or you risk paying for an item you will never receive.

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  5. User Score

    0

    December 23rd, 2016

    Not a US based company. TOTALLY MISLEADING. NO WAY TO CONTACT.
    DO NOT USE ASOS!! TELL EVERYONE YOU KNOW. HOPEFULLY TRUMP WILL PUT END TO THIS TYPE OF INTERNATIONAL TRADE SCAM>

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  6. User Score

    0

    December 23rd, 2016

    They never come in contact with you after sending lots of questions to them. Waste of time obviously.

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  7. User Score

    1

    December 22nd, 2016

    This company ripped me off! I bought a pair of boots for about £220 which arrived damaged. They had to be returned and I was refunded and given a voucher off my next purchase! I then purchased again using the voucher but was charged delivery which was supposed to be free as I was spending over £100. I called customer service and the adviser agreed I should be refunded the delivery cost, but I was told the manager would not allow this too happen. So my voucher ended up covering my delivery cost which was supposed to be free. I was clearly ripped off and this company is not too be trusted!

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  8. User Score

    0

    December 16th, 2016

    Asos is by the WORST website to order from. I placed an order on November 29th and was supposed to arrive December 8th, it is now December 16th and my order has not arrived. The tracking is ridiculous and not dependable. The customer service never respond and evidently do not care about whether or not you obtain your order. This is my 1st and last time ordering from this website. DO NOT order from this site you’ll waste your time and money!!

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  9. User Score

    0

    December 9th, 2016

    MF’ER!!! All that needds to be said!!! STAY AWAY!!!! You have been warned!!!!

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  10. User Score

    0

    December 7th, 2016

    Late delivery and Non existent customer service team. Rang 7 times at different times and not once did someone answer the phone! Each time I left the phone ringing for approx 10mins! Shocking! Never again will I spend a penny or recommend this site! Worst experience ever!

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  11. User Score

    0

    December 7th, 2016 Hartford, CT

    i sent two items back a few weeks ago and last week I noticed on the refund email Asos only credited me for one. I have been in touch with chat and regular customer service email (convieniently no phone?) and have gotton nowhere. I am told to send them back order info, which I had already provided, and then they don’t contact me back. If I don’t hear an answer within the next few days I will dispute thru my credit card, SMH

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  12. User Score

    0

    December 5th, 2016

    I have ordered several things from ASOS and this is the second time they mess up my order. I moved months ago and they sent my last order to my previous address even though my default address is my current address. When I received an email update from UPS with the destination, I contacted immediately. The first person ended my chat conversation abruptly after I told them that I was talking to them though my phone screen and couldn’t change the browser to provide the order number. The second person also stopped responding after they told me that there was nothing they could do and I would only be refunded if the package is returned to them from the address they incorrectly sent it to. Since ASOS can’t handle their mistakes, I contacted my credit card company and they disputed the charge. That’s the last time I order anything on ASOS.

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  13. 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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  14. User Score

    0

    November 19th, 2016

    I bought a jumpsuit for my rehearsal dinner and a men’s white wrinkled button up shirt is what I received instead. I contacted the support team and they no long sell the jumpsuit and said “sorry you can send it back and we will refund you in 5-14 days. THANKS NEVER AGAIN SO HORRIBLE!!!!!!!!!!!!!!!

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  15. 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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  16. 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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  17. 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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  18. 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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    1

  19. 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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    2

  20. 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