IS ASOS always so shit?

[AsosCanSuckIt]

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" 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.

Bluntness, I have said I am happy to return the dress at my own leisure. I'm not sure how you read that as me wanting a free dress. I just want the dress I paid for. They can close my account if they don't get the dress back.

Funny enough I'm not really after a plus size griddle pan mini dress. Strange I know. I also have school runs and a job and Im not home for 12 hours straight. Are you?

norma bean if the dress goes missing off the porch I don't get my money back. I live in a high traffic area near the train station, I could never do that. They're holding my money hostage.

I find you peculiar.

No, I am clearly being unreasonable to expect a service that I paid for. Crazy I know.

At the weekends yes, there are times I'm here all day,

If you go out with the returns period, then you won't be able to return it.

I agree with you OP, I hate hate hate having to go out of my way to fix a company's error. They should be sending you the correct dress asap. I do usually find asos customer service good so I am surprised they're being difficult. As you say, the value of the dress is not worth losing a repeat customer over.

Pretty standard policy to have to return something first even if it is the companies fault... some do say just keep the item but not all. I've found asos customer service fine but I've never come across a single brand that had perfect customer service across the board.

Regarding refusing refunds to a blogger... I dont blame them. It's pretty well known that lots of influencers buy massive hauls to showcase on Instagram or YouTube then return the majority or them. All the while making.miney through their affiliate links. I return a lot to asos but I cannot imagine the quantity some people return.

If they’ve given you a prepaid label stick it in the outgoing mail at work. (Obviously don’t do this without the label). If that’s a no-go due to work’s policy then a mini dress will presumably fit in a regular post box- I’ve done this loads of times. Ask them to email you a label to print if it’s not included.

The issue is that most people once they’ve got their replacement or refund don’t actually bother to return it, and you’re probably more likely than most not to bother given how difficult you seem to find it.

I get it’s annoying though!

Is there no collectnplus point t near you they're often in cornershops and the like. They accept asos returns.

Haven't read the full thread and maybe I'm missing the point but you don't have to go to the actual post office. Fold the dress up small enough to fit in the post box, put the returns label on, and put in post box. Job done. I've returned many asos items this way and have always gotten a refund within three days. Do you have a post box less than an hour way? If find it hard to believe that you didn't.

It always amazes me just how much hard work some people really are.

Just put the dress in your porch FFS and stop pretending you're not after a free garment.

It's an annoying situation and I agree that the customer shouldn't be inconvenienced when the mistake is at their end. However, I'm not sure what else you can do other than return it through the post office or courier. ASOS hold all the cards unfortunately.

I've used ASOS on and off for years and only ever had one issue with them but it really put me off them for a long time due to their terrible customer service. In my situation when my order arrived the box turned up with both my address and another customers address on it. When I opened it I had been sent a man's suit instead of the women's shoes and clothes I'd ordered. I was happy to return the suit but wanted to know where my order was as my account information told me that my order had been delivered. I spoke to someone on the phone who told me that my order had been delivered to me and as far as they were concerned it had been completed and there was nothing to action at their end. I kept explaining that yes, I had received an order but it wasn't what I had ordered. The woman just didn't seem to understand and kept saying "...but you've received your order. The computer is telling me you've received your order". I then messaged them via Facebook with all the information and photos of the order, the other customer's name, screenshots of my order information etc etc. After 4 days and no response I was getting really angry so I set up a Twitter account and tweeted them. There were hundreds and hundreds of complaints along with mine but someone did get back to me and I then had to explain it all again via email with photos etc. The next day I got a phone call from ASOS telling me that they were resending out my order and could I return the suit as soon as I could. So I was happy and looking forward to my delivery finally arriving. Then I received an email from them saying that the items were all out of stock and they would refund my money by such and such a date. And then I got a reply to my Facebook message saying that they didn't know what was going on with my order and could I return the suit whilst they investigated. So basically I had no idea what on Earth was going on...and neither did they. Fortunately the lady who rang me was correct and my order turned up so it was resolved satisfactorily for me. However, their customer service sucks.

Put dress in original envelope, tape it up, stick on the returns label, drop it in the post box. Or as a PP said, find their nearest collection point and leave it there. Presumably ASOS recommended the post office so you would have proof of delivery but the chances of your parcel going missing by either of the above methods is miniscule and you'll probably have your money and the correct dress some time next week. Sure it's annoying, but that's the price we all pay (most of us happily) for high volume, cheap goods delivered to our door.

Why do your children need to go to the post office with you?

I shop with them a lot. They have only sent tge wrong thing 3 times. I think unless you're prepared to be back and forth to the post office or collect plus they aren't for you. As even when you get the right item the fit/texture /quality varies a lot. I normally buy loads try it on and then return it if its no good.

I am with you on this one and don’t get why people are being a bit mean to you.

I would be annoyed if I had received a random dress and I also know how much of a faff it can be to go on a trip somewhere with kids in tow especially when it’s not your fault!

I too have received shit service from them.
Earlier this year I was abroad on holiday and i got the email to say they received my return and here’s your refund. Only it was £50 short!

I FB messaged them and said they haven’t refunded me £50 of the order. They said they wouldn’t do anything unless I showed them the proof of postage (which was obviously all the way back home in the UK)

I said the proof of postage was unnecessary as clearly they had received my post as they refunded part of it. But they still said they would do nothing without it (???)

I was stressed by this point so I had to call my mum and get her to drive 6 miles to my house to take a photo of the receipt for me to send them.

When I sent it I finally got my £50 but without a sorry. I told them I was annoyed at what a big inconvenience it was for us and they never replied. Nothing.

So I dont use them anymore

I can't think of a single online, or actual, shop who would refund you before you returned the item you received. No shop will let you keep the item indefinitely whilst still returning your money.

Unfortunately mistakes can happen and you can get sent the incorrect item. This can, and does, happen with pretty much every shop.

If you want your money returned, you will need to return the item you have beforehand.
If you want them to send a replacement dress, you will need to return the item you have beforehand.

Whilst it can be difficult to get to a Post Office I am afraid this is just something you will need to accept unless you can arrange to use the courier, or return to a Collect location.

I have worked for customer service for a different online retailer and it's the same company policy that we had. It might just be an ugly £25 dress and their error but they still have protocol to follow. You might be an honest customer but it's surprising how many people would just get their other item and not post the other back.

It's the same way as doing an exchange. If you rang and said "I bought this dress in a 10 but want it in a 12" they wouldn't ship the 12 before they received the 10 back because there's no way to guarantee that they would ever get that item back.

It might be an inconvenience to take it to a post office but any one could do it for you. Do you not have any friends that you could have drop it into the post office? Friend or partner that have courier collections at work? We have a Royal Mail parcel collection and it's just a case of putting the sticker on and putting it in the cage. Asos usually have a couple of return options.

FWIW I have shopped with ASOS, for DD, several times over the past 2 or 3 years. They have never sent the incorrect item.

Sorry but you need to return the dress. I don't know any company that will refund you before you return the item.

I had this same problem very recently. A discount code or similar would of been nice for the inconvenience of their mistake but I didn't even get an apology.

I used to love ASOS. Like a PP has said, they've gone down hill a lot in the past 6 months.

I don't understand why people shop online without knowing the process with returns etc. Yes they made a mistake, but they still need their goods to be returned for a refund and they have offered solutions to facilitate this which is no doubt on their website somewhere. It is not up to you to decide what ASOS can afford to lose, you may think it's only a fiver but it's not your decision to make if they lose it or not.

What would have happened if you weren't in to receive the dress? You would have had to collect it or arrange to be in all day for the courier, unless you paid extra to have an hour specific spot. If you shop online, read what options there are for returns, if they don't suit you then don't purchase from them.

You are the one massively out of order here, OP. If you want your money back you are going to have to take one of the options offered to you, it’s as simple as that.

I also think this is unreasonable.
Amazon have what seems to me a much better policy. They send out another item straight away, at no charge, and tell you to return the original (freepost) within a month. If the item is not returned you will be charged.

I guess my feeling is someone has to be inconvenienced, so it either has to be me the customer who did everything correctly or the shop who could potentially lose £5. To me good customer service is the company saying, oh shit we messed up we will get you the dress you wanted and you can hold on to the dress or post it back at your convenience. Here is a £5 voucher off your next order or something as we're expecting you to fix our error.

And as we took your money, of course you can have it back.

Still, they've lost a customer and I will actually be posting back the whole order (when I get a chance!) as they've fucked me right off.

And I dont believe for a second anyone would be really pleased to have to go out of their way for someone else's error. I can smell your burning pants from here.

bluntness, I am prepared to believe you are home for days at a time (you're on here being contrary about 24/7 IME) You probably could do with a walk to the shops.

Why do your children need to go to the post office with you?

Um because they're children and not allowed to stay home alone? Is that a real question? I'm not 50 and them in their twenties if that's what you're wondering.