ASSO order items missing and no help at all .

[leeroy1975]

Ordered 4 items from asso 4 days ago and the parcel turned up yesterday by royalmail , when i looked at the bag the items was in it had a 5" slit were the bag opens .
Opened the bag and found 2 items were missing from my order so i went onto asos chat and spoke to someone , i asked was my order in 2 bags as 2 items were missing and was told NO all in same bag .
The 2 items missing are worth £224.99 ,the person on chat took some details and said hes passing it on to someone else and i would get a email in the next 48 hours .

Today i got the email saying they will not help or refund for the missing items and they have closed my asos acount .

heres the email

Thanks for getting in touch about your ASOS account.
After an assessment of your account we’ve taken the decision to close your ASOS account.
This means we’re unable to accept any further orders on this account and any other account opened in the future with your details. If any orders are placed we will have no choice but to cancel them, and no further notification will be sent.
In order to take this further ,we recommend contacting your card issuer to dispute any lost funds as we're no longer able to issue further refunds to you.
Your card issuer may be in touch with ASOS and we'll be able to provide previous information regarding your accounts to support their investigations. Once they're happy this is a genuine claim, they may refund your account.
I appreciate you may find this frustrating; however I hope you can understand that this is a business decision.

Best Wishes,

What a joke i may find this frustrating too right i do .

Im guessing the way forward is on tuesday go to my local tsb bank and speak to them as i used my tsb debit card to order .

How did you pay for the order?

How was the order delivered? Courier/ post/ collection?

Sorry you said post so did you sign for it?

Sorry missed that.

Also if you're on Twitter contact their CS through that & see if that gets you anywhere.

I paid with my tsb debit card and it was delivered by royalmail 48h delivery

Have you a history of stuff going missing? Why on earth have they shut your account!? Take to Twitter.

no i didnt sign for it the postie rang door bell and past me the parcel bag .

Have you regularly had frequent refunds or issues? Anything that might make them think your account was dodgy?

Surely the need to speak to Royal Mail. High value items usually need a signature too.

It was the first time ive ordered from them and ive never had problems before with online shopping , part from 2 or 3 items from ebay not turning up but thats ebay .

Funny thing i had a txt saying item was delivered 5 mins before my door bell rang . . I didnt sign anything

Are you sure your irder doesn’t show signed by customer and postie signed?

Does the parcel have a signed for sticker on it, it's orange.

i will check on postoffice website if it shows signed for 2 secs . thanks

Yep that is it!! He signed and now you are saying it was tampered with but looks lime you accepted it.

Sometimes you can see your signature online .

This is all what it says on postoffice tracking page

Your item was delivered to your address or a neighbour on 2018-03-31.

Service used:

Royal Mail Tracked 48™

If your item was delivered to a neighbour, we'll have left a card at your address to tell you which one it's with.

If it was me I'd be ringing Royal Mail, I don't like jumping to conclusions but your postie may be dodgy.

Here's the Citizens Advice guide. You can also call for advice.

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

I’d be posting on Twitter - this is disgraceful! I’ve had items missing from packages or damaged packaging before and have never ever seen a response like this from the company!

Im doing that on tuesday too see if the bag was signed for by the postie . But it was 48h delivery im not sure if those are signed for ? I know 1st class recorded and next day are signed and you can see on the potoffice page .

Ring Royal Mail about the state of the package.

Asos shouldn’t send high value items like this. My friend had a delivery to a neighbour, no signature, no card in door. When she rang up she was told to go to xx house and the occupant disputed receipt. Eventually got money back but lots of emails.

It doesn’t matter who delivered it. You have no contract with them. Don’t even bother contacting them and if Asos suggest it, say no. Your contract is with Asos. They can say what they like in their emails to you but they have a responsibility under the consumer rights act. Read the act. Call them and tell them so. Then if they do nothing, tell them you will approach the small claims court. And if necessary, do. It’s not even that much hassle.

on the royal mail site it says the following

Online delivery confirmation
Great everyday value for money
Aim to deliver within 2-3 working days
Optional signature on delivery

Have any of you ordered from asos before ? the bags what the items come in are plastic and you pull a peice of plastic whats sticky at the top of the bag whats under a flap . It was that what was 5" or so open under the flap . so i didnt even see it was open.