ASOS

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of ASOS's key feedback

Return Process Issues

Many users express frustration with the return process, citing difficulties in obtaining return barcodes and lack of customer support. Approximately 15% of users report issues with returns, leading to dissatisfaction and financial loss.

I couldn't return my $100 order because I never received the return barcode email.

Customer Service Frustrations

A significant number of users are dissatisfied with ASOS's customer service, describing it as unhelpful and difficult to reach. Around 20% of users mention poor experiences with customer support, which affects their overall satisfaction.

It's impossible to talk to anyone about orders or refunds, and the AI chat bot is useless.

Stock Availability Problems

Users frequently complain about items being out of stock and not being restocked, which affects their shopping experience. Approximately 10% of users are affected by this issue, leading to frustration and missed purchases.

The selection has gone down significantly and nothing is ever in stock.

Promo Code Failures

Several users report issues with promo codes not working at checkout, causing disappointment after spending time shopping. About 5% of users experience this problem, which diminishes trust in promotional offers.

Promo codes never work at checkout, wasting time shopping for sales that can't be applied.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

ASOS

ASOS receives mostly positive feedback for its user-friendly app, wide variety of products, and efficient delivery service. However, some users report issues with customer service and delivery mishaps, leading to frustration.

#2 RUNNER UP

Zara

Zara is praised for its stylish and high-quality products, but users frequently criticize the app's navigation and customer service. Delivery issues and app glitches are common complaints, affecting the overall shopping experience.

#3 Straggler

Boohoo

Boohoo is appreciated for its fashionable and affordable clothing, with many users enjoying the app's ease of use. However, there are significant concerns about customer service, particularly regarding returns and refunds, which detract from the overall experience.

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Nuggets

Major Highlights of the Week

Return Process Issues

Customers face significant challenges with the return process, including missing return barcodes and unresponsive customer service, leading to unreturned items and financial losses. The lack of a reliable contact method exacerbates the frustration, leaving users feeling unsupported.

I couldn't return my $100 order because I never received the return barcode and couldn't reach customer service.

Stock Availability

There is a noticeable decline in product availability, with many items frequently out of stock, leading to customer dissatisfaction. This issue is compounded by the lack of timely restocking, which frustrates users who are eager to purchase specific items.

The selection has decreased significantly, and nothing is ever in stock.

Customer Service Frustrations

Users express dissatisfaction with the customer service experience, citing unhelpful and dismissive interactions that fail to resolve issues. The reliance on AI chatbots and the absence of direct human contact options contribute to a negative customer experience.

It's impossible to talk to anyone about orders or refunds, and the AI chat is useless.

Promo Code Failures

Customers experience frequent issues with promotional codes not working at checkout, leading to wasted time and missed discounts. This inconsistency undermines trust in promotional offers and diminishes the perceived value of sales events.

Inconsistent Pricing

Users report erratic pricing practices, with significant price fluctuations and misleading promotions that create confusion and distrust. This inconsistency in pricing strategy leads to customer frustration and perceptions of manipulation.

Prices change drastically, and promos seem like a trick to hike prices before offering discounts.

Language and Currency Limitations

The app's inability to change language and currency settings independently of location frustrates international users, limiting their shopping experience. This restriction forces users to navigate the app in unfamiliar languages or currencies, reducing usability.

I can't set the app to English while in Spain, making it hard to use.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Return Process Issues

Stock Availability

Customer Service Frustrations

Promo Code Failures

Inconsistent Pricing

Language and Currency Limitations

Quotes of the week

Hear from some of the most impactful users to drive changes

The way they make returns is trash. They basically don’t let you return things even though they say they will. I was supposed to get an email for the barcode to put on my return package, but I never received one- and I never even got to return it and it wouldn’t let me find my order information to try to get the email re-sent.

1kathrine_turner

I absolutely LOVE ASOS and order all my dresses from here! The sizing is always spot on, and the quality is amazing. I’ve found so many beautiful and unique pieces and I know I could never find anywhere else. That said, there’s one big downside: a lot of the dresses I receive, maybe 8/10 times, clearly seem like returns, and they often arrive with a strong, unpleasant smell.

KaileeJayyyy

When a promo is offered and you shop for the items in the promotion the codes never work at check out. You spend all this time shopping a sale to find out at the end the code can’t be applied.

Pizza lover 32222

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

When a promo is offered and you shop for the items in the promotion the codes never work at check out. You spend all this time shopping a sale to find out at the end the code can’t be applied.

Koray Okumus

Google Play

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User Experience Report

Report Date

ASOS

Top Insights This Week

Return Process Issues

Customer Service Frustrations

Stock Availability Problems

Promo Code Failures

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts