Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

ASSO order items missing and no help at all .

97 replies

leeroy1975 · 01/04/2018 16:24

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 .

OP posts:
Original poster
leeroy1975 · 01/04/2018 16:49

I will be ringing asso tomorrow if there lines are open.

OP posts:
Jon66 · 01/04/2018 16:49

I had an item missing from a Cos order to Spain, clearly the bag had been opened. They were very apologetic and replaced the missing item with no problem at all. May be a good idea to online shop with only those companies that people are reviewing as good. Speak to your card provider and do a charge back as clearly they have not delivered the goods as per the contract.

19lottie82 · 01/04/2018 16:51

Royal Mail won’t discuss this with you. Their contract is with ASOS, not with you.
I’d contact ASOS through twitter as advised, they’re usually quite helpful.

thelastredwinegum · 01/04/2018 16:53

The ASOS twitter account is active right now @ASOS_HeretoHelp

Original poster
leeroy1975 · 01/04/2018 17:37

im on twitter now had a reply sent my email address and ref number but no reply for a good 25 mins from the person the other end.

OP posts:
Scabetty · 01/04/2018 17:42

I find Asos a bit shit tbh with customer service. If it is out if the norm it goes quiet. I did live chat and twitter plus emailing courier company and still mt osrcel was never delivered. It went back to asos who refunded me even though I wanted the item. Communication is shit. I use them but am careful to ensure I am in to take delivery.

Delatron · 01/04/2018 17:45

I had a Royal Mail delivery (worth over £200) that went missing from Anthropologie.
Same email saying it had been delivered to a neighbour but no card was left and apparently no signature required!! I had i idea which neighbour. I knocked on multiple neighbours doors to no avail.
Anthropolgie were good and refunded me and this is what should happen here.
Since ASOS have started using Royal Mail I'm considering not ordering from them any more. Parcels seem to go missing and cards aren't left. Or I have to trek to the post Office Depot which only opens in the morning. At least DPD or Hermes would leave it on the doorstep.

Anyway, tweet them and keep complaining.

Original poster
leeroy1975 · 01/04/2018 17:47

thanks all .. still no reply over 30 mins now .

OP posts:
PavlovaPrincess · 01/04/2018 17:48

ASOS customer service is absolutely shit (sorry, not helpful).

I couldn't even find a number to ring when I had a problem with something. It's all online stuff.

I've never had anything delivered by RM from them though, it's always been Hermes.

AnchorDownDeepBreath · 01/04/2018 17:52

This is really strange behaviour from ASOS - their customer care can be a bit crap; but they don't often close accounts.

Did you say this was your first order? What was the total value of the order; and the value of the missing goods?

19lottie82 · 01/04/2018 17:54

still no reply over 30 mins now .

Hardly an age! Give them a chance to investigate and get back to you.

WeeM · 01/04/2018 17:56

It sounds like they think you are trying to defraud them but why on earth would they jump to that conclusion if you have never used them before?! Like others have said I would take it up with ASOS and leave them to deal with Royal Mail. I had something go missing that was sent via collect plus, the shop refunded me straight away and they then took it up with collect plus.

Original poster
leeroy1975 · 01/04/2018 17:57

order was around £298 a summer jacket £175 and some joggers £39 were missing

OP posts:
WeeM · 01/04/2018 17:57

Is it because there’s maybe a known scam for people to open accounts, place a big order then claim it’s gone missing to get a refund??

Original poster
leeroy1975 · 01/04/2018 18:01

i wish i went to town now and paid cash in a shop what sells the jacket. was only £10 more there.

OP posts:
LavenderDoll · 01/04/2018 18:14

Seems very strange
We have had missing items before and been refunded and or the and item replaced

Original poster
leeroy1975 · 01/04/2018 18:15

Again your account has been closed. The only method of contact you have now is via email if you have any questions please respond/refer back to that email. I will now be close the chat.

well worth wait for that message ...

OP posts:
OhOfCourse · 01/04/2018 18:24

Such an awful way to treat you. I'm fuming on your behalf! Don't let them get away with this - closing your account because you reported a theft is disgusting. Thanks

eurochick · 01/04/2018 19:00

That's terrible treatment. Their contract is to deliver you the goods. They haven't done that. They are at fault. A big first order and missing items might be a fraud marker but that doesn't mean they can treat you like this.

Camdenlife33 · 01/04/2018 19:01

There is a MASSIVE scam going on with ASOS where scam buyers claim that items are missing (when received) or that their parcel was empty to get a refund. There are literal online forums out there dedicated to defrauding retailers like that - I’m not going to link them but if you google this scam then you’ll probably find them and see the type of idiots ASOS are dealing with. One scammer did this SIX (!!) times with ASOS over multiple accounts and received a similar email to you where ASOS refused further refunds. Absolute scum

Not saying that this is you, OP, but this is why ASOS is taking a hard stance with this as they have been hit very hard. If you definitely haven’t had other accounts with them (they can link accounts even if you disguise some info), had prior issues like this with them and your bank considers you a genuine customer (ie no history of this with your bank) then they will help you take this further.

Bare in mind that ASOS might have cctv of them packing the order as it’s high value. The claim about your bag being open is strange. You say the postie handed it to you, surely you would have noticed that it was open? I think that’s what’s making them feel suspicious. Why were two items taken when they could have taken everything, and how did the other stuff not fall out etc. Definitely let your bank handle this.

Camdenlife33 · 01/04/2018 19:06

*Definitely let your bank handle this as ASOS will be forced to explain why they think this is a fraudulent claim

Just a thought, has this happened with other members of your household?

PavlovaPrincess · 01/04/2018 19:13

@Camdenlife33 while I agree that is scummy behaviour, ASOS need to have something in place that prevents that sort of thing happening then, like using a better delivery company or at least having items signed for (or whatever).

They can't just wash their hands of it if somethings missing and cancel the account (although I imagine it looks dodgier if it's a first time customer). But the onus is on ASOS to have better systems in place.

PavlovaPrincess · 01/04/2018 19:15

I mean if the order was worth nearly £300, it's quite incredible that they didn't send it via a 'signed for' delivery service.

Original poster
leeroy1975 · 01/04/2018 19:31

Camdenlife33

have you ordered from asos before ? the bag has a flap at the top what is sticky taped down around 5 to 6 " was untaped you cant see it was untaped due to the flap of plastic .
Im sure other people on here know what im trying to say its hard to explane.

This was my 1st ever order with them, no 1 in my household have ordered .

OP posts:
Camdenlife33 · 01/04/2018 19:41

Yes, I absolutely agree. For example Argos delivers all items in an order individually, so there is no chance that twats can fraudulently claim something hasn’t arrived. John Lewis tracks the weight of their packages all the way until delivery so again, nothing can fraudulently be claimed missing on delivery as they have proof of both the initial packing on cctv and the weight.

With ASOS, I guess because they are an averagely priced clothing retailer, they just go for basic tracked delivery. They have a few expensive items but I guess not enough sales volume of these to change their delivery methods. I assume that a strong majority of their customers are honest - it’s just that these scammers have stepped up their fraudulent claims recently.

Who knows, maybe the RM ‘Tracked 48’ service is weighed so that’s why they are refusing the claim. I think they need to have some real evidence that a claim is fraudulent before refusing to help, so they will have to explain this to OP’s bank.