Review Insights · Google Play
ASOS
ASOS.com Limited · 568,306 ratings · ★ 4.7
4.7
★★★★★
568,306 ratings
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Top complaints - extracted from 19 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"customer"
8 negative reviews mention this · 42% of all complaints
★★★★★ "Customer service has sunk. Premier now takes an hour? why offer it at the basket when your items are held? feels scammy. last time I'll be renewing." - Bill Cooper
2
"service"
6 negative reviews mention this · 32% of all complaints
★★★★★ "Customer service has sunk. Premier now takes an hour? why offer it at the basket when your items are held? feels scammy. last time I'll be renewing." - Bill Cooper
3
"customer service"
6 negative reviews mention this · 32% of all complaints
★★★★★ "Customer service has sunk. Premier now takes an hour? why offer it at the basket when your items are held? feels scammy. last time I'll be renewing." - Bill Cooper
4
"items"
4 negative reviews mention this · 21% of all complaints
★★★★★ "Customer service has sunk. Premier now takes an hour? why offer it at the basket when your items are held? feels scammy. last time I'll be renewing." - Bill Cooper
5
"order"
4 negative reviews mention this · 21% of all complaints
★★★★★ "No returns, no customer service, GOFO shipping (biggest red flag of all, about 60% of things I've ordered that were shipped through GOFO have been delivered.) If you don't get your order, they blame you, This last order, the box was torn in…" - Nicholas
6
"shipping"
3 negative reviews mention this · 16% of all complaints
★★★★★ "No returns, no customer service, GOFO shipping (biggest red flag of all, about 60% of things I've ordered that were shipped through GOFO have been delivered.) If you don't get your order, they blame you, This last order, the box was torn in…" - Nicholas
7
"asos"
3 negative reviews mention this · 16% of all complaints
★★★★★ "SO ANNOYED. You shop the website you make an order you PAY IN FULL, then you're waiting for your order to come to you and find out it's being returned to asos because their shipping partner didn't want to pay the money for taxes on your ord…" - Rowan Buckton
8
"received"
3 negative reviews mention this · 16% of all complaints
★★★★★ "SO ANNOYED. You shop the website you make an order you PAY IN FULL, then you're waiting for your order to come to you and find out it's being returned to asos because their shipping partner didn't want to pay the money for taxes on your ord…" - Rowan Buckton
9
"delivery"
3 negative reviews mention this · 16% of all complaints
★★★★★ "shipping isn't as good as PLT no next day delivery even if you order before 10 or 11pm" - Ellenor Carter
📋 All 19 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Customer service has sunk. Premier now takes an hour? why offer it at the basket when your items are held? feels scammy. last time I'll be renewing.
No returns, no customer service, GOFO shipping (biggest red flag of all, about 60% of things I've ordered that were shipped through GOFO have been delivered.) If you don't get your order, they blame you, This last order, the box was torn in half, and one sole of the boots was mostly removed with a tear in the leather that goes across the entire top of the boot, and came with a loose tag already removed that says "can't be returned if this tag is removed." App also hides ALL reviews.
rubbish app
why be so rubbish?
SO ANNOYED. You shop the website you make an order you PAY IN FULL, then you're waiting for your order to come to you and find out it's being returned to asos because their shipping partner didn't want to pay the money for taxes on your order? What does that even mean? I already PAID FOR IT. Now I haven't even received the items I wanted, OR A REFUND.
I haven't placed an order since 2024 because of their new policies. And it says my return rate for the last 12 months is 12%. Still don't plan on placing any orders.
shipping isn't as good as PLT no next day delivery even if you order before 10 or 11pm
Promo codes dont work, offered next day delivery then tried to charge me, customer service were useless and didnt attempt to help.
pushy
Prices not reasonable anymore. Used to be able to get 5 or 6 items for a good price but now, no.
use with caution. they block your account when you try to make orders for security reasons which I had it lifted after reaching out to customer care and they blocked me again. Apparently this isn't an isolated circumstance with many forums saying the same regardless if you're a frequent or infrequent legitimate customer
Good quality ladies wear. I recommend. but their customer service is worse if you get problem. i ordered arrange dress worth 250 pounds, and i didnt received the package, and is difficult to talk to a real person to make complain.
I have paid for next day delivery, but today is Tuesday and I have not received the item yet.You have to return my let's day the week delivery amount
absolutely hideous piece of clothing like who is even the target audience for this garbage? I love how every clothing brand in Europe has decided that their target audience it's just some middle-aged white woman and has no consideration for anyone else. 💀💀💀
DO NOT BUY ANYTHING FROM ASOS ANYMORE. The app is great but the customer service is terrible. they lost my AUD1300 of items over 3 weeks ago, and keep saying we will refuse you, wait until tomorrow, Notting me out of the chat and starting again. it is not a he said she said, there is material proof that my packs are missing. this is a systematic issue with asos and it is really sad. They used to be my favourite company
why are clothes so ugly this days , even the shoes please bring back fashion for real there is no creativity and nothing eye catching in the clothes you guys sell
the worst service ever , The customer service is very poooor don't try it even if they trying to trap you in high offers
Used to purchase from here but everything is boring and ill-fitting now, even on the models. If you're straight you can probably find something but if you're gay stay away for now until they remember how to make cool stuff??? Uninstalling until they get it together. Yuck!
app and asos is great as long you don't have to deal with customer support. Customer support is an AI agent or emailing what seems to be keyworded LLM responses under a new name for each reply. Excruciatingly painful experience.
Sentiment summary
93%
Positive (4-5★)
1%
Neutral (3★)
6%
Negative (1-2★)