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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:
Whiskers14 · 22/10/2019 20:59

For all ASOS know, you could be lying about it being the wrong dress and plan to hang on to it AND get your money back, which is why they won't refund you until it's returned. Annoying, yes, but it's standard practice for online purchases. Have I missed why you can't use their courier service to return it?

BarbedBloom · 22/10/2019 21:02

I have to say, I do have sympathy for you OP as being someone who would struggle to get to the post box due to my RA, but I do think the way you have spoken to some posters is out of order.

I have had this same issue with ASOS and I ended up putting it in a post box as I couldn't be in all day or get to the nearest post office due to their opening hours. I tend to prefer Boo Hoo for clothes these days as so much of ASOS is weird with sizing or of poor quality

mumofone2818 · 22/10/2019 21:06

It doesn't need to be returned at a post office it can be done through shops like asda morrisons or a Collection+ store too which are normally always in small convience stores

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Nicknacky · 22/10/2019 21:15

You can return it at your convenience (within a reasonable time frame). You just won’t get a refund until you do so.

You don’t want to return it to them and you aren’t happy with a courier, so what else do you expect?

Would I be annoyed at having to make an unnecessary trip to the post office? Yes. Would I be making such a drama out of it? No.

You have kids. So do most people and they manage everyday tasks like this.

carolina21 · 22/10/2019 21:16

I've not had issue with ASOS, I've ordered regularly. Do u admit u want to keep the dress for free ? You just said it

AnAbsolutelyShower · 22/10/2019 21:25

I too have had issues with Asos and their 'helpful customer service.'

When I was a new customer with them, I ordered two Mac lipglosses. They took my money for these and dispatched them, but then when dispatching them, sent them back to their warehouse instead of to my address.

Speaking to their representatives are like getting blood from a stone. They did eventually replace my item, but only after I stated my intension to close my account. Because I was a new customer and 'they didn't want to lose me,' they agreed to send me a raplacement.

yourbeautiful · 22/10/2019 21:28

Nah you can't have a refund before returning item. I don't think any company would refund you before receiving item back

happygertie · 22/10/2019 21:29

I used to spend an absolute fortune at ASOS but they have gone so far down hill, the clothes are poorer quality than Sainsbury's TU clothes and more expensive. Their customer service totally sucks too! They used to be soo helpful, now it's like banging your head against a brick wall.

Thefemalekeithrichards · 22/10/2019 21:29

They sent the wrong item .should be an automatic refund . Not the OP’s fault FFS

AnAbsolutelyShower · 22/10/2019 21:30

IMO, they should be doing all they can to fix their error. You've brought something and spent money, so it's not that hard to especially them to sent you the correct item.

Miniloso · 22/10/2019 21:30

Is it a £5 dress or a £25 dress? I’m confused.

AnAbsolutelyShower · 22/10/2019 21:31

*send. Bloody iPhone!

LookImAHooman · 22/10/2019 21:58

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.

Obviously this is a massive PITA and frustrating, albeit a mistake that will happen occasionally (that’s life and human error), but hang on just a minute. So you want:

  1. an apology - totally fair
  2. a discount off your next order for the inconvenience - totally fair
  3. a choice to keep the wrong dress for free, or to send it back at your convenience (when it could be out of season, massively discounted, they lose out on it rather unnecessarily) And 4) a refund as well...?!
Muumee · 22/10/2019 21:58

They said send it back via Post Office- you can't get there. They've said they'll send a courier- you can't be in or leave it. It's one dress, you could send it back via the post box with the returns label- nope. What do you want? The ordered dress, the new dress and a refund by the sounds of it! I used to work for an online-only retailer and this happened ALL. THE. TIME. Can't return, wants refund, new item sent and suggests offer of 'goodwill'. What do you want them to do?

LookImAHooman · 22/10/2019 21:59

I mean, of course it’s a frustrating situation but did their Chief Exec run over your cat on the way home or something?

LookImAHooman · 22/10/2019 22:02

I forgot 4a) getting the dress you ordered in the first place

AskMeHow · 22/10/2019 22:06

ASOS are going downhill at the minute. Huge cost cutting exercises at their offices and the CEO basically said if you don't like it there's the door. Everyone I know who works there is leaving for new jobs.

Wowzel · 22/10/2019 22:08

I haven't ordered from ASOS since the shoes I bought from them fell apart on the second wear and they refused to give me a refund on them

Sodamncaughtinthemiddle · 22/10/2019 22:15

Send the dress back receive a refund
I don't see why you think they are being unreasonable.
They offered a courier not much more they can do.

SweetNorthernRose · 22/10/2019 22:29

You can return ASOS parcels at the post office, any collect + store (local corner shop most likely) and Asda stores. Is it really that unlikely you'll be close to ANY of those places within the next 28 days or whatever their returns policy is, or that to get to one is really that much of an inconvenience?? What would you have done if the correct dress was delivered and you didn't like it or it didn't fit?
And if the dress is that ugly you'll not be keeping it and will have to do the journey to return it at some point anyway?
I can understand it's annoying and a little bit inconvenient but it is pretty standard policy for most online retailers and I really don't get why you're so worked up about it!

Violetroselily · 22/10/2019 22:32

Perhaps you could go to the post office whilst your children are at school

MangoSalsa · 22/10/2019 22:40

That makes a lot of sense @AskMeHow. Their standards have plummeted lately- slow delivery, wrong items sent out, it’s in stock/no it isn’t etc. it’s a shadow of it’s former self. Their profits will keep falling not recover if they keep this up.

Keeoe · 22/10/2019 23:08

Perhaps, OP, they are used to customers not as honest as you. Although its their error, surely you can see that they aren't going to refund you until you facilitate the return somehow, whether it be courier, parcel shop drop off (you can also use the 'locker' facilities) or post office return. You seem to be putting up barriers at every response you've had in answer to your complaint. I'm afraid it's one of those times you'll have to suck it up and play by their rules if you want your refund. PITA but there it is 🤷‍♀️

MeggyMeg · 22/10/2019 23:18

You could have probably walked all the way to wherever ASOS is and returned the dress yourself in the time you've been whining on here about it.

I get it's a PITA and your the wronged party, but is it really worth the fuss?

AliceLittle · 22/10/2019 23:23

It would be no different if you had to return it in store. You'd have to make the effort and go into town to get your refund.