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Original poster

IS ASOS always so shit?

76 replies

AsosCanSuckIt · 22/10/2019 17:24

I ordered a dress from ASOS and they sent me the wrong one. Their error which they accept. They obviously scan them out because the woman knew I had been sent the wrong dress. It's a £25 ugly dress.
I asked for my dress to be sent or a refund of my money. I was told I could have a refund of my money when I returned the dress to the post office. As walking to the post office in town with three children is not my idea of fun and as I am not the one who fucked up, I said they could send a courier if they want the --ugly- dress back. They do offer a courier service, but you need to be available from 8-8 for collection or you leave it on the porch, but if it goes missing I don't get my refund.
I said that wasn't fair and that I will happily return the dress at some point when I have time, but I don't appreciate my money being held hostage. I purchased something and it was not received that's theft.
We went back and forth, I was told that ASOS's company policy is not to let people speak with a manager? And then she said as she'd already explained the policy she was terminating the chat. But do get back in touch if I need any help as "they love to help" Hmm I was polite, but kept asking to speak to a manger, and wanted to know why I should be out of pocket or have to suffer hassle for their error before they would correct their error.

Look, I get that mistakes happen and this is a first world problem, but this dress probably costs the company a fiver, is it worth them losing a new customer who has already made two purchases.

If this had been an ebayer who needed the dress back desperately I can understand but it' sfucking ASOS. I think they can take the hit for customer good will.

OP posts:
Chillisauceboss · 22/10/2019 17:25

So you want money returned before you send the dress back?

Thesearmsofmine · 22/10/2019 17:28

Of course they won’t refund before receiving the product t back. It isn’t hard to walk to the post office with 3dc, I do it regularly.

Bluntness100 · 22/10/2019 17:30

You can't be serious. You want your money before you bother to return the dress? Which retailer is stupid enough to offer That service?

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Original poster
AsosCanSuckIt · 22/10/2019 17:30

I haven't received my item. I want my money back yes.

It isn’t hard to walk to the post office with 3dc, I do it regularly.

It actually is for me, as I've got bad knees and physically struggle to walk that far. Nice for you I guess.

So you want money returned before you send the dress back?

Yes, I don't see why I have to be out of pocket for their error.

The fact is it will take me over an hour to get to town and back and this dress is costing them pennies. Do you really think your time is worth less than ASOSs?

OP posts:
Buyitinbamboo · 22/10/2019 17:31

Pretty standard policy to have to send it back first IMO

Original poster
AsosCanSuckIt · 22/10/2019 17:31

You can't be serious. You want your money before you bother to return the dress? Which retailer is stupid enough to offer That service?

Bluntness they took my money and have not given me the item purchased. That's the issue. I'm not returning and item I have changed my mnd on.

OP posts:
Original poster
AsosCanSuckIt · 22/10/2019 17:32

Pretty standard policy to have to send it back first IMO

For an item you purchased.yes

OP posts:
Igetknockeddownbutgetupagain · 22/10/2019 17:33

In my opinion, the majority of times, no, they’re great.
But I’ve had 3 odd occasions where they were bizarre.
One - badly stained white dress sent to me. It was embarrassing, the state it was in.
Then two separate orders, and this is going back a few years now, where they took my money but never sent a thing. No tracking info ever retrieved, no investigation, just me chasing Asos and them saying they’d get back to me for weeks until they got fed up of me raging at them and gave my money back. A friend told me it’s a ploy - they can add my money to their books and not be down on their goods? I have no idea how that works.

Original poster
AsosCanSuckIt · 22/10/2019 17:33

You can't be serious. You want your money before you bother to return the dress? Which retailer is stupid enough to offer That service?

@bluntness100 so you honestly think you shold have to waste an hour of your day for other people's errors? Because a company doesn't want to lose out on 5 pounds?

OP posts:
Bluntness100 · 22/10/2019 17:34

Op, you either make yourself available for a courier or go to th post office, no company is refunding your money when you have their item.

Are you not familiar with on line shopping?

Original poster
AsosCanSuckIt · 22/10/2019 17:35

getknockeddownbutgetupagain

I've been googling and thye have an implemented a policy where they don't actually refund people if they don't want to basically. It's bizarre. They told a blogger she couldn't have her money back as she returned things too many times, I think. It's to safe guard against fraud somehow. Hmm

OP posts:
Dumptyhumpty101 · 22/10/2019 17:35

I used to love Asos and have used them for at least 12 years with no issues but they’ve gone down hill so much the last 6 months or so with wrong items being sent, damaged items, deliveries not arriving on the right day.

I’ve complained each time and they really don’t care! I’m sure historically they’d have offered a discount voucher or something but now not even a proper apology.

AdobeWanKenobi · 22/10/2019 17:36

You're being entirely unreasonable. You need to return the dress.

BritInUS1 · 22/10/2019 17:36

YABU - they offered a courier to collect

Mistakes happen - you need to return it to get a refund. If you are not able to get there, can someone else take it there for you?

Daisypod · 22/10/2019 17:36

But you have said several times that it is an ugly dress anyway (which you obviously didn't think when you ordered it) so if the correct size had been sent you you still would have had to send it back 🤔
Surely that's the thing with online ordering, you might have to send it back so I take that into account when ordering.

Original poster
AsosCanSuckIt · 22/10/2019 17:36

p, you either make yourself available for a courier or go to th post office, no company is refunding your money when you have their item.Are you not familiar with on line shopping

I am actually, the way it works is yo purchase something and they send it to you.

Pretty straight forward normally.

however in the past when that has gone wrong they usually say just keep it for the sake of an easier life and good customer relations. If it was a high end item fine.

OP posts:
Daisypod · 22/10/2019 17:37

Sorry misread the op and thought they had sent wrong size but right dress

NormaBean · 22/10/2019 17:37

You’re creating a huge problem out of nothing by rejecting every possible solution.

You must have a lot of free time on your hands.

Original poster
AsosCanSuckIt · 22/10/2019 17:37

Daisypod I am sorry you can't read. They sent the wrong dress. AS in not one I ordered. Nothing like the one I ordered. not the wrong size.

OP posts:
Original poster
AsosCanSuckIt · 22/10/2019 17:38

You’re creating a huge problem out of nothing by rejecting every possible solution. You must have a lot of free time on your hands.

I know there are solutions but the point is. Why is the customer required to rectify the situation?

OP posts:
Bluntness100 · 22/10/2019 17:39

Op are you just after a free dress. That's what it's reading like.

They aren't giving you a free dress. If you keep it you're buying it. It's that simple. If you return it then they will refund you. Yes it was an error on their part and annoying, but the bottom line is if you keep it you're buying it. They keep your money.

Bluntness100 · 22/10/2019 17:40

Your not expected to rectify it, they will send a courier fgs but clearly uou need to be in.

There isn't much more they can do.

Original poster
AsosCanSuckIt · 22/10/2019 17:40

I used to love Asos and have used them for at least 12 years with no issues but they’ve gone down hill so much the last 6 months or so with wrong items being sent, damaged items, deliveries not arriving on the right day.I’ve complained each time and they really don’t care! I’m sure historically they’d have offered a discount voucher or something but now not even a proper apology.

OP posts:
NormaBean · 22/10/2019 17:41

Why is the customer required to rectify the situation?

By bending over to place a parcel on your porch?

Or being in your house whilst it’s collected?

Hardly a big ask is it?

You’re holding the dress hostage.

Thesearmsofmine · 22/10/2019 17:42

So ask someone to drop it at a post office for you or use the courier service.

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