Nordstrom is a better choice for customers seeking a luxury shopping experience with personalized service and in-store amenities. ASOS is a better option for those looking for affordable, trendy clothing with a vast selection and a convenient online shopping experience, but customer service may be inconsistent.
| Attribute | Nordstrom | ASOS |
|---|---|---|
| Price Range | Luxury department store | Fast-fashion basics range from £10-£30, while designer collaborations can retail for £50-£150 during sales. |
| Size Inclusivity | Expanding size offerings, including sizes 0, 2, 14, 16, and 18. Aims to integrate plus sizes throughout the store. | Offers its brands in more than 30 sizes. Stocked petite, tall, curve, plus size, and maternity ranges. Launched a "See My Fit" tool allowing users to view dresses on 16 different body types across sizes 4 to 18. |
| Shipping Options & Costs | Free standard shipping within the United States. 2-day and next-day shipping options available. International shipping costs vary. | US: Standard shipping (5-8 business days) is free for orders over $50; otherwise, it costs $7. Canada: Standard (7-15 business days) and Express (3-7 business days) options are available. UK: Next Day Delivery is £5.95. International: ASOS offers international shipping. |
| Return Policy | Flexible return policy, handling returns on a case-by-case basis. Returns can be made in-store or by mail. No set time limit for returns. | ASOS generally offers a 28-day return window from the delivery date. In the US, you can return items within 45 days of receiving your order. Items must be returned in original condition with tags attached. Certain items like opened beauty products and pierced jewelry cannot be returned. Returns are free, but some locations may require you to pay for postage. Refunds are processed within 14 days of receiving the return. |
| Brand Selection | Wide variety of brands, including both established and emerging designers. | Offers a wide range of products from over 850 brands, including its own label. They stock high-street favorites, designer labels, and in-house brands. |
| Customer Service Quality | Exceptional customer service, with well-trained and empowered employees. Prioritizes customer satisfaction and offers personalized assistance. | Reviews regarding ASOS customer service are mixed. Some customers have reported difficulties in obtaining refunds and frustrating return processes. Others praise the kind and empathetic staff. |
| Website/App Usability | Designed to complement the in-store experience, allowing customers to check inventory and access personalized recommendations. | Website is well-organized with consistent page layouts and easy-to-find navigational elements. The font and color scheme make for a scannable, easy-to-read experience. Committed to providing a website that is accessible to the widest possible audience. |
| Sustainability Practices | Goals include reducing greenhouse gas emissions, increasing the use of recycled materials, and reducing waste. "Sustainable Style" initiative to help customers find sustainable products. | Has a "Fashion with Integrity" program focused on Planet, Product, and People. They are working to reduce carbon emissions, minimize packaging waste, and use more sustainable materials. |
| Exclusive Collections/Collaborations | Collaborates with various brands and designers to offer exclusive collections. | Often launches exclusive collections and collaborations. Examples include ASOS x adidas Originals, Reclaimed Vintage x Outer Banks, and collaborations with LGBTQIA+ artists. |
| Loyalty Program Benefits | The Nordy Club offers tiered benefits such as points on purchases, free shipping, early access to sales, and alteration credits. | Launched a new loyalty program called ASOS.WORLD in the UK. It offers exclusive benefits and experiences such as early access to collections, priority back-in-stock alerts, invites to events, and early access to sales. The loyalty program has four tiers: Stylist, Curator, Icon, and A-Lister. |
| In-Store Experience (if applicable) | Aims to create a comfortable and convenient in-store experience with amenities like lounges and refreshments. Testing new technologies to enhance the shopping experience. | Primarily an online retailer, so there is no in-store experience. |
| Alteration Services (if applicable) | On-site alteration and tailoring services. Basic alterations like hemming are often free for Nordy Club members and cardholders. | There is no evidence of ASOS offering alteration services. |