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.