ASOS

Verified company

Reviews 191,150 · Bad

TrustScore 1.8 How is this calculated?

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Reviews 191,150

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5-star14%
4-star4%
3-star3%
2-star6%
1-star73%

Emily J.

3 reviews · 🇬🇧 GB

Verified

1 week ago

Returned unworn, refund refused

Sent back a pair of trousers the day they arrived, tags on, never worn. Two weeks later I got an email saying the return was rejected as 'used' and they'd post the item back. It never turned up. Forty minutes on chat with three different agents and no one could do anything. Out of pocket and done with ASOS.

Date of experience: Jul 30, 2026

Reply from ASOS

5 days ago

Hi Emily, we're sorry to hear this. Returns are checked on arrival at our warehouse, but this doesn't sound right. We've sent you a direct message so our team can look into the item and your refund.

Chloe R.

6 reviews · 🇬🇧 GB

Invited

3 weeks ago

Still my go-to for going-out clothes

Ordered a dress and heels on Thursday night with Premier, they were on my doorstep Saturday morning. Sizing on the ASOS Design range is consistent for me and the try-before-you-buy option with Klarna means I only pay for what I keep. Never had a problem in six years.

Date of experience: Aug 1, 2026

Marcus W.

2 reviews · 🇺🇸 US

Verified

1 month ago

Chatbot loop, parcel left on a main road

Paid for next-day delivery. Courier photo shows two boxes dumped on a doorstep on a busy street; they were gone when I got home. ASOS's bot kept asking me to check with neighbours and then closed the conversation. No phone number exists. Eventually refunded the wrong amount.

Date of experience: Jul 9, 2026

Lena K.

4 reviews · 🇩🇪 DE

Verified

2 months ago

Charged a return fee for a faulty jacket

Jacket arrived with two broken poppers. I marked it faulty on the return form and included a note, but the warehouse didn't see it and deducted a return fee from my refund. I should have photographed it first, but I shouldn't have to. Quality has slipped and the process assumes you're lying.

Date of experience: Jun 24, 2026

Jake T.

9 reviews · 🇦🇺 AU

Verified

3 months ago

Huge choice, sizes vary by brand

Nowhere else has this range of brands in one basket, and the sale prices are genuinely good. My only issue is sizing: a medium in one label fits like a small in another, so I end up ordering two and returning one. Returns have always been refunded for me, usually within a week.

Date of experience: May 18, 2026

Sofia M.

1 review · 🇮🇹 IT

Verified

7 months ago

Order 'delayed' for three weeks, then cancelled

Black Friday order sat at 'on its way' for weeks. Every chat agent told me to wait a bit longer. Then it was cancelled with no apology and everything I'd bought was back at full price. Used to love ASOS; this was my last order.

Date of experience: Dec 19, 2025

Reply from ASOS

7 months ago

Hi Sofia, we're sorry your order didn't reach you and that our updates weren't clearer. Peak-season delays with our carrier affected some orders; a refund has been issued and we'd like to make this right, so please check your messages.

Nathan P.

7 reviews · 🇨🇦 CA

Invited

9 months ago

Good clothes, terrible support

The product side is fine: decent basics, quick dispatch, easy app. But the moment anything goes wrong you're stuck with a chatbot that can't actually do anything. My refund for a missing item took three chats and a month. Order carefully and hope you never need help.

Date of experience: Nov 27, 2025

Conor D.

3 reviews · 🇮🇪 IE

Verified

10 months ago

Great for tall sizes

As a 6'4" bloke, ASOS Tall is one of the few places I can buy jeans with a proper inseam without paying a fortune. Delivery to Ireland takes three or four days and the free returns label is handy. No complaints from me.

Date of experience: Oct 12, 2025

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About ASOS

ASOS is a London-based online fashion retailer selling its own labels alongside hundreds of third-party brands to shoppers in the UK, Europe, the US and Australia. Founded in 2000 and listed on the London Stock Exchange, it is known for a huge catalogue aimed at twenty-somethings, frequent discounts and its Premier Delivery subscription. Support is handled through in-app chat rather than by phone.