To be so cross with ASOS?

[Onelittlebugbear]

Bought some stuff on ASOS, sent quite a bit back (about £150) I tracked the delivery and knew they'd received it. They are meant to send an email to tell you they have the stuff back and an email to say they are refunding within 24 hours.
Didn't receive either email so after a few days I emailed them and they responded and said they had refunded me a few days previously. They hadn't. I told them that as I'd paid by paypal the refund should show straight away on my account even as "pending" and also that I was concerned that I hadn't received an email from ASOS to confirm refund.

They then advised me to wait until today which would be 7 working days from when they supposedly issued a refund and sure enough still no refund. Can't get hold of anyone by phone. Emailed and got told "wait another 5 days." They don't seem to understand that something must have gone wrong since I never received the automated refund email. They keep saying "check your junk mail folder." I have. Do they think Im thick?!

I'm so pissed off. £150 is a lot of money to me. It was my christmas money and I rarely buy myself anything so it was meant to be for some nice new clothes. Now I can't buy anything else in case I don't get my money back from ASOS. I am massively stressed at the moment and could do without it, if it was £20 I'd just let it go but I can't afford to let £150 lie.

Argh. Just argh.

Don't let it go!! Write a clearly-worded, firm but angry email letter describing what has happened. (..."Dear Customer Services, On the 5th December I ordered some clothing items, order number: 123blahblah. On 7th December, I returned the following items (say what they were), and then describe the sequence of events - your phone calls/emails and their lack of response. Make it so that anyone reading your email knows the whole story in that one email, and give dates, order numbers, details etc, so someone can attempt to trace your lost order. Be factual but not rude. Say somewhere "I am very disappointed in your service" and finish by saying, "I look forward to hearing from you."

Exactly the same has happened to me with Topshop, apart from i returned it in store, and the sales assistant didn't put the order number in with the return, so they can't be sure which is mine. I have just emailed through my proof of return.

Like yours, my return should be £150.00

Bloody Hell good luck

Ask them to provide proof of payment of the refund.

That's a shame, I've returned stuff to asos many times and a refund has always been prompt.

Definitely dont let it go, write a letter detailing everything CassCade has mentioned! Currently having a bit of a drama trying to extract a refund out of Cath Kidston so I know how you feel!

When I had a problem with an asos order I asked them about it on twitter and got it resolved much quicker. Could be worth a try if you're on twitter.

I find ASOS very hit and miss - I've had a few bad experiences.

I once ordered 2 items - a green playsuit and a coat. The coat was several sizes bigger than what I had ordered and instead of the playsuit I received a strange gold caped swimming costume thing.

I sent both things back with a letter stating I would like them to send me the correct items, and emailed them explaining the situation.

I received a refund for both items - fair enough, not the worst outcome, but I wanted the bloody clothes! I got no reply to my email or letter, even when I sent a second email complaining.

Raise it with paypal immediately. You will get your money back! Youve tried the nice way no get the big guys to sort it!

Tweet them and complain. Don't give up

Find the name of the CEO and email them directly. Just google ceo and asos and you might find something. Had a similar experience in the last week (not with ASOS) and doing this got it resolved. Be persistent and good luck

Name and shame on Twitter, works like a charm when you expose their crappiness to the world!

Here you go www.ceoemail.com/s.php?id=11925

Definitely raise with PayPal, they will ask you for details then take it up with ASOS.

Hmm. I am in the same predicament. I have proof of return, I bought via PayPal, ASOS have not refunded me. When I queried it they say thay can't discuss the case with me..as claim I am not the original buyer as I don't have the order number they sent to me via email (which I never received). I can almost never get through to anyone on the phone, if I do, they say: send an email with all the details and we'll sort it, I do and the emails go unanswered. I will try the CEO's email now. Just wondering how often this happens?

It was black Friday a few weeks ago. Your return is probably one of several thousand in a massive pile. They'll get to it eventually.

However they should easily see if you have been refunded or not. All you need to do is email a screenshot of the transaction showing no refund.

Zombie thread!!!

Start your own thread and don't resurrect an almost 3 year old thread

Great advice karalime, thanks.