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.
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.
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.
ASOS does not have the option of leaving product reviews.
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.
ASOS has a large and diverse selection size. For women’s shirts, there are over 332 styles.
ASOS always has brands on sale. It is not uncommon to see tops, accessories and jewelries available for sale at 70% off.
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.
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
Greater London House, Hampstead Road
Fax+44(0)20 7756 1001
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.