Trust Score 65/100 · 6 sources · 3,096,941 reviews · updated 16 Oct 2026
ASOS reviews
In short
Is ASOS legit?
Ratings for ASOS differ sharply by source. The App Store shows 4.85 from 2,329,417 ratings and Google Play shows 4.65 from 570,991, but those mostly judge the app. Review sites that cover orders and service are much lower: Trustpilot 1.6 from 192,264 reviews, Sitejabber 1.82 from 2,069, Reviews.io 3.02 from 2,151, and BBB 1.06 with a grade of F and 113 complaints in 3 years.
Trust Score 65/100 from 3,096,941 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 3,096,941
As of 16 Oct 2026 · How we score
AI summary
Ratings for ASOS differ sharply by source. The App Store shows 4.85 from 2,329,417 ratings and Google Play shows 4.65 from 570,991, but those mostly judge the app. Review sites that cover orders and service are much lower: Trustpilot 1.6 from 192,264 reviews, Sitejabber 1.82 from 2,069, Reviews.io 3.02 from 2,151, and BBB 1.06 with a grade of F and 113 complaints in 3 years.
- Customers report a wide range of clothes and brands and an easy, well organised app. Google Play shows 84% five-star ratings and the App Store average is 4.85. App Store
- Happy customers report fast delivery, good quality and good prices. Trustpilot's star breakdown has 62.8% five-star ratings (120,777 of 192,264). Trustpilot
- Some customers praise free returns and refunds that were processed within about a week, including through Klarna. Trustpilot
- Individual support agents are named as helpful, with wrong-item and return problems fixed in minutes or within a day. Reviews.io
- Customers report useful extras such as tall-fit jeans with custom length and regular sales discounts. App Store
- Customers report slow, partial or refused refunds on returns. Some say returns were rejected as worn or used, or that the refund never arrived after weeks. Trustpilot
- Customers report parcels marked delivered but not received, or lost with third-party carriers. They say investigations take weeks and refunds are delayed. BBB
- Customers report that support is chat only, with no phone line. Some describe an AI chatbot, dropped chats and repeated requests for the same information. BBB
- Customers report accounts closed under the Fair Use Policy after missing-item or refund claims. They say they received no refund and no further explanation. BBB
- Recent app reviews report a data breach or hacked accounts and difficulty deleting an account, which customers say needs the app. Others complain about unwanted notifications. Google Play
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.6 / 5 | 192,264 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 2,329,417 | 16 Oct 2026 |
| Google Play | 4.6 / 5 | 570,991 | 16 Oct 2026 |
| Sitejabber | 1.8 / 5 | 2,069 | 16 Oct 2026 |
| Reviews.io | 3.0 / 5 | 2,151 | 16 Oct 2026 |
| BBB | 1.1 / 5 | 49 | 16 Oct 2026 |
Delivery, returns
and support
How is ASOS delivery?
Experiences are mixed. Some customers report fast, on-time delivery. Others report parcels delayed by weeks, lost or marked delivered but not received. Several say next day or Premier delivery did not arrive the next day. Complaints often name third-party carriers, and some customers mention customs duties on international orders.
How do ASOS returns work?
ASOS states a 28-day return window from delivery, and customers praise free returns. Complaints centre on refunds that take weeks, returns rejected as used, refunds issued as vouchers, and refunds that failed to appear. Some say they were charged by Klarna despite a confirmed return. Others report a smooth return processed within a week.
How is ASOS customer support?
Many customers describe poor support. They report chat only contact, long waits, dropped chats, scripted agents and no escalation. Some also report account closures after raising a claim. A smaller group says agents solved wrong-item or return problems quickly.
How is ASOS quality?
Customers describe quality as hit and miss. Some report good quality and others report poor fabric or items that lost shape. Several report receiving items that looked worn, stained or smelled of perfume. Sizing is described as inconsistent, and one customer says UK shoe sizes arrive as US sizes.
What customers say
about ASOS
Always had 5 star service from this company. Fast delivery. Amazing quality items.
The ASOS app is absolutely brilliant. Have loads of amazing finds and very easy to navigate.
My orders reach me exactly in the time frame that Asos gives me. They also have a free returns policy which I appreciate so much.
Order x2 items, they did not fit so returned them.
I received this top today and it arrived with visible makeup/foundation around the neckline and a noticeable smell, making it very obvious that it has previously been worn.
ASOS shareholders must be delighted with the new AI CHATBOT that makes it impossible to speak to a human, even if your package was never shipped or delivered.
Questions about
ASOS
Is ASOS legit?
ASOS is an operating retailer, and many customers report orders arriving as expected. Trustpilot's breakdown shows 62.8% five-star ratings. Serious complaints are also common. BBB gives ASOS an F with 113 complaints in 3 years, and Trustpilot and Sitejabber show low averages of 1.6 and 1.82. Customers report problems with refunds, lost parcels and closed accounts.
How long does ASOS delivery take?
The data gives no standard delivery time. Some customers report orders arriving within the promised window. Others report delays of one to two weeks or more, lost parcels, and next day delivery that took several days. Delivery complaints often involve third-party carriers.
Can I return ASOS clothes?
Yes. ASOS states a 28-day return window from the delivery date, and customers praise free returns. Customers also report slow or partial refunds, returns rejected as worn, and refunds issued as vouchers. Some report fees on returns from certain countries.
Does ASOS reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot, Google Play, Sitejabber and Reviews.io, and 30.7% on BBB. BBB replies are formal and often restate policy or say the case is closed.
Is ASOS worth the price?
Opinions differ. Some customers report good prices, sales and a wide selection. Others call it too expensive or say prices are up and quality is down. Some report extra costs such as shipping fees and import duties. Quality is described as hit and miss.
Ask the agent
about ASOS
Try one of these:
Sources
- 5120,777
- 48,197
- 33,601
- 25,098
- 154,591
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5480,695
- 446,505
- 36,557
- 27,372
- 129,820
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5212
- 494
- 337
- 292
- 11,621
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5936
- 4150
- 359
- 242
- 1964
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 31% of reviews
BBB grade F, 113 complaints in 3 years
As of 16 Oct 2026
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