ASOS on Trustpilot: returns, refunds and delivery
Shared report · refreshed weekly · updated Nov 6, 2026
Late or missing refunds, a return window that feels too strict, and returns rejected as used are the reasons behind asos.com's returns and refunds complaints.
OneStar read 200 Trustpilot reviews of asos.com posted from Oct 2026 to Nov 2026. Of the 200 people who reviewed asos.com in OneStar's sample, 96% complain and 13% praise it. The top complaints about asos.com are returns and refunds (43% of complaints), customer support (27%) and late or missing delivery (14%). In OneStar's sample of asos.com reviews, 32% of reviewers say they won't order again. OneStar's report on asos.com was last updated on Nov 6, 2026.
What goes wrong
I was also considering ordering a larger size, but I was unsure whether the colour was right for me. To my absolute disbelief, ASOS rejected my refund, claiming that the boots had been returned...
Customer service was so bad!
About 50percent of my recent parcels never arrived on the date I was told , im still waiting for 2 separate orders to arrive one is 6 days late and another is 3 days late ive been told by customer...
Commande d'un pantalon en taille 48 Je reçois du 42 J'échange et je reçois du 44 Je le retourne une 3e fois et je reçois ....
Und jetzt auf einmal wurde mein Konto, ohne jegliche Vorwarnung, gesperrt. Die Begründung war die folgende: „… nach einer kürzlichen Überprüfung Ihres Kontos haben wir beschlossen, dieses zu...
What goes well
Voor mij dus niets negatiefs over Asos!
Hat alles gut geklappt. Schnelle Lieferung.
Très satisfaite 😌 la qualité des produits sont tops !
ASOS's customer service is usually pretty frustrating and inflexible so I have to go out of my way to shout out Nosipho who was extremely helpful and made a frustrating and annoying situation much...
Great service. Thank you. Hugo Dumont Leeds
Reasons for quitting
The main complaint of the 64 reviewers who say they stopped or are quitting
Their categories
Yes or no questions the person who shared it asked of each review
Und jetzt auf einmal wurde mein Konto, ohne jegliche Vorwarnung, gesperrt. Die Begründung war die folgende: „… nach einer kürzlichen Überprüfung Ihres Kontos haben wir beschlossen, dieses zu...
I was also considering ordering a larger size, but I was unsure whether the colour was right for me. To my absolute disbelief, ASOS rejected my refund, claiming that the boots had been returned...
What they use it for
53 of 200 reviewers said; shares are of them
Ordered some clothes and shoes for next day delivery for my trip, to then have received someone else's whole order, not a single item of mine it, customer care then told me they cannot issue a...
Ik ben een trouwe klant en bestel regelmatig grote orders. Door verdrietige familieomstandigheden ben ik 3 dagen te laat om items van mijn bestelling te retourneren.
Bought a £50 voucher as a present for a friend’s daughter adding her email so it went direct to her. There was a digit out on her email which is my fault, multiple attempts to correct it no...
What they ask for
9 reviews ask for something
Who is saying it
The biggest clear differences between audiences
UseFor themselves: say they won't order again 1.6x as often as everyone (51% vs 32%).
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