Review Insights · Google Play
ASOS
ASOS.com Limited · 569,224 ratings · ★ 4.7
4.7
★★★★★
569,224 ratings
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Top complaints - extracted from 22 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"
9 negative reviews mention this · 41% of all complaints
★★★★★ "SCAMMERS. Refused to refund me BC the company they work with delayed the return by two weeks. 😡😡😡😡😡 Lost a customer for less than 9 euros." - Crystal Waters
2
"order"
8 negative reviews mention this · 36% of all complaints
★★★★★ "app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my exp…" - leroy brown
3
"asos"
7 negative reviews mention this · 32% of all complaints
★★★★★ "app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my exp…" - leroy brown
4
"service"
7 negative reviews mention this · 32% of all complaints
★★★★★ "The app has serious techical issues! I paid the order on 9th June, money was debited from my bank account, the app says Payment failed! The customer service acting weird: trying to send me away to wait more days, even if it's been more than…" - B B
5
"customer service"
7 negative reviews mention this · 32% of all complaints
★★★★★ "The app has serious techical issues! I paid the order on 9th June, money was debited from my bank account, the app says Payment failed! The customer service acting weird: trying to send me away to wait more days, even if it's been more than…" - B B
6
"days"
6 negative reviews mention this · 27% of all complaints
★★★★★ "app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my exp…" - leroy brown
7
"return"
5 negative reviews mention this · 23% of all complaints
★★★★★ "SCAMMERS. Refused to refund me BC the company they work with delayed the return by two weeks. 😡😡😡😡😡 Lost a customer for less than 9 euros." - Crystal Waters
8
"refund"
3 negative reviews mention this · 14% of all complaints
★★★★★ "SCAMMERS. Refused to refund me BC the company they work with delayed the return by two weeks. 😡😡😡😡😡 Lost a customer for less than 9 euros." - Crystal Waters
9
"size"
3 negative reviews mention this · 14% of all complaints
★★★★★ "app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my exp…" - leroy brown
10
"items"
3 negative reviews mention this · 14% of all complaints
★★★★★ "app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my exp…" - leroy brown
11
"account"
3 negative reviews mention this · 14% of all complaints
★★★★★ "The app has serious techical issues! I paid the order on 9th June, money was debited from my bank account, the app says Payment failed! The customer service acting weird: trying to send me away to wait more days, even if it's been more than…" - B B
📋 All 22 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").
SCAMMERS. Refused to refund me BC the company they work with delayed the return by two weeks. 😡😡😡😡😡 Lost a customer for less than 9 euros.
app fine, asos useless. send the wrong size shoes 3 times in a row and mark you down for returning too many items, so then you have to pay for returns. next order is arriving 3 days late, cant cancel they advise to just return it (at my expense)
The app has serious techical issues! I paid the order on 9th June, money was debited from my bank account, the app says Payment failed! The customer service acting weird: trying to send me away to wait more days, even if it's been more than 10 working days after payment!! UPD: 1st July, I didn't receive my money back!! I've already contacted support 3 times! after 10 working days has passed
bin mit auswahl nicht zufrieden
miserable service, delayed orders. some people having no clue about their job are in customer service.
asos how can you contact them directly ????
Some great styles and prices from ASOS. Especially the trackee jackets. Get yourself online and order! 👍🏻
says it takes Amex, tried two different Amex and would not let me complete the order.
To Complicated.
My Asos parcel arrived with the box damaged and items missing. I requested a refund for an item that was missing from my order, and instead of attempting to help me, they instead closed my account and did not help further.
Rubbish service, ASOS has really gone down the toilet in the last year. A week to deliver clothes with modern days logistics is laughable, and no customer service to speak of. AI chat bots that have you going around in circles. before, I would rate them highly, but now it's 1 star. Poor
Difficult Return Process, Terrible Customer Service
Terrible Customer Support. if you need to contact them, forget about it. the website is so broken. they have regular data breaches so dont use a password you want to keep private
Where's the Pride edit? Besides that, quality is really bad and a lot of it is fast fashion that lasts a few months. Overpriced on cheap products.
Horrible experience.My first and only order never reached.Several back and forth communication that lead to nothing except AI in- app replies and emails. Tried to get a refund in vain..scammers.Wouldn't recommend.
I never had such a worst experience with any other app the coupon code says like free next day delivery and the app place on order in standard delivery which 5 to 6 days and even the customer service don't have any option to amend the date or to cancel the order.
I just uninstall the app, when you choose the country the language is chosen for you, there is not the option to have english as second language in any EU country.
I have used Asos for years and am a great customer but the customer service is awful.i have been. locked out of my account for days and never receive a reset email and customer service can do nothing ...
i used to always order from Asos, however, unfortunately i had to return items due to size and i applied the return 3 weeks ago and still no one picked them up nor the amount is refunded there is no customer service and no one to talk to so they can fix this basically ASOS slogan is becoming: you get what you get and good luck for you, its your problem now
maybe if you stopped pinning clothes on the models and were actually truthful with your sizing we wouldn't all return stuff constantly xx
still won't let me log in, even after updating the app
I used to like this app, not so much these days. Always seem to be sold out of everything I like in my size and stock replenishment seems non existent.
Sentiment summary
93%
Positive (4-5★)
1%
Neutral (3★)
6%
Negative (1-2★)