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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to want a full refund right now?

29 replies

griffaloschild · 21/09/2010 17:59

Sorry this might not be in the most appropriate topic but I'm quite cross about this, and wondered if anyone can advise.

I ordered a pair of boots from ASOS yesterday, they cost £150, and I got next day delivery as I want them for Thursday. Parcel came today and it was not a lovely pair of boots it was a cheap mac. I emailed them and basically they are saying they don't have any more boots so I can have a refund but only when I have sent this other item back and they have inspected it.

Its their mistake, why should I wait for a refund? Is this legal?

OP posts:
scurryfunge · 21/09/2010 18:01

Ask them to pay fro the cost of posting it back and then post it back.

c0rns1lk · 21/09/2010 18:10

cheeky feckers
won't be ordering anything from them

Original poster
griffaloschild · 21/09/2010 18:18

yeah I know, its the first time I've ordered won't be doing it again.

I will be sending the item back tomorrow scurryfunge - thats no problem, my issue is with the fact that I don't know when I will get my money back. £150 is a lot of money, especially for something I never actually received!

OP posts:
HecateQueenOfWitches · 21/09/2010 18:19

Take photos of it before sending! Great big alarm bells would be going off for me with the 'inspect it' bit. I'd worry they were going to find a reason to keep the money!

Appletrees · 21/09/2010 18:24

That's ASOS not giving you your money back.
ASOS

ASOS

ASOS

bump I can't stand this attitude

lots of bumps needed for lots of bad publicity

unfitmother · 21/09/2010 18:26

YANBU - Bastards!

There's alot of them about

Myleetlepony · 21/09/2010 18:42

Bump just to publicise ASOS customer service. That's right, ASOS...

gtamom · 21/09/2010 18:45

Good idea about taking pictures.

pinkbasket · 21/09/2010 18:47

I was sent something with a piece missing and they wouldn't send me a replacement until I sent it back. I told them Lakeland don't work like that..

octopusinabox · 21/09/2010 18:49

This reply has been deleted

Message withdrawn at poster's request.

tweetymum · 21/09/2010 18:54

Having been stung by uksoccershop like this once before, I would make sure of two things. First take lots of pictures, of every bit you can think of. Second, make sure you get refunded the postage and the return postage. I ended up being out of pocket for the return postage, but finally got my money back.

Also, I know this costs, but send it recorded delivery, so they cannot claim they never recieved it.

Good luck, but please don't give up on getting your money back.

sapphireblue · 21/09/2010 18:54

naughty naughty ASOS. £150 is a lot of money and presumably the mac is somewhat cheaper?

Original poster
griffaloschild · 21/09/2010 19:04

good thinking octopusinabox, will check the weight thing. I've repeatedly asked for the refund by email (as I can't find a phone number) and asked for a phone number for the customer services manager, no response - what a surprise.

I didn't even sign for the original parcel as I wasn't in. What would they have done if I'd emailed to say I'd not received anything?

There customer service 'promise' is to send the 'right item out to you on a next day service', they haven't got a replacement so they can't send it, so why can't they refund me?

I've got a prepaid label so thats not too much of a problem, although rather annoying to have to go out searching for a post office tomorrow.

Idiots.

OP posts:
Appletrees · 21/09/2010 19:16

giraffe -- start a new thread with asos in the title

Original poster
griffaloschild · 21/09/2010 19:18

yes the mac is cheap tat.

I've had 3 emails from them saying basically the same thing, that they can't refund until they get this other item back. On their 'promise' they say if they cannot resolve a complaint in two emails they will ring customer at a time that suits. Apparently they don't have a phone for me to call them!

Consumer direct says you are entitled to;

'A full refund if the goods or services are not provided by the date you agreed.'

I've quoted this to them and they have ignored it.

OP posts:
cupcakesandbunting · 21/09/2010 19:19

ASOS have made a mistake with an order of mine in the past. They neglected to put the fucking dress in the mailing bag with the vast quantity of junk mail inside.

They were very apologetic and refunded me immediately.

I would moan them into submission.

WetAugust · 21/09/2010 19:30

I would ask onthe Legal Board on MN. You contracted with ASOS for boots - so that's what they should have sent you. You did not contract for a mac so this could be considered as unsolicited goods - which I thought you could ask them to make arrangments to pick up and if they didn't do so within a reasonable timescale you were entitled to consider as gift.

If you paid by credit card raise a complaint through the Credit Card Provider.

Your other option is trading standards.

catinthehat2 · 21/09/2010 19:58

ASOS eh?

Don't like the sound of bad customer service.

Hmm ASOS!

QuizteamBleakley · 21/09/2010 21:02

Ooh - v naughty. Quote Distance Selling Regs to 'em. You have MORE rights when buying on t'interweb than in a shop.

Cheeky fuckers. Email them this thread Wink

BellasFormerFriend · 21/09/2010 21:09

Eh? Ok I know everyone is filled with righteous anger here but none of this makes any sense!

They were supposed to send you £150 boots, you rang and said they sent the wrong thing and now you want £150 back now?

So how on earth do they know that you are not pulling a flanker here? How do they know you have not now got a lovely pair of £150 boots and are trying to get them for nothing? After all, once they have refunded they can do nothing if you "forget" to send back the item can they?

TBH I would be pretty clear that I am refunding nothing until I have got my item back too, so Lakeland take a risk? That is up to them, it is not reasonable to expect everyone to!

MisterW · 21/09/2010 21:13

I was about to suggest exactly what WetAugust said. Tell them that you have received a mac that you didn't order so are considering it unsolicited goods. Then tell them that they have to make arrangements to collect it from you.

Once you've done that, complain that you have yet to receive the boots you ordered and insist they refund the full amount to you. I they refuse contact your credit card company.

perfumedlife · 21/09/2010 21:16

Yes, I got this too many times, stopped using ASOS.

Last time, I ordered a coat, big wool number, tiny parcel arrived, with tacky mini skiry in. Emailed, told to send it back, at my expense, and then they would send the dress. By the time it finally arrived, it was too late. Took almost a month for refund.

Just not worth using them for that hassle. They should listen up to the disgruntled customers. I spent a fortune with them too.

perfumedlife · 21/09/2010 21:18

mini skirt sorry Blush was tying too fast in my self righteous anger Smile

Original poster
griffaloschild · 21/09/2010 21:43

thanks for all your advice,

have just received 5th email from them. They are completely ignoring the consumer rights stuff I quoted. They are just saying they will send a courier for the item - which is lovely only if I stay in the same place from 7am - 7pm.

in answer to bellasformerfriend, surely someone else has also got the wrong order. They seem to know what I have and that it is the wrong thing, so surely they know where the correct item is and that I've not got it. Plus the weight on the label is much less than a pair of boots would weigh.

Besides all that their response goes against their customer promise, and consumer law.

OP posts:
ccpccp · 21/09/2010 22:28

They arent going to refund in case you decide to 'loose it in the post'.

They made a mistake, but not mistake enough to give you a free mac.

YABU