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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 19:52

just looked on the ticked on the bag it says royal mail tracked 48 ( no signature. Theres no weight on it nothing .

on the royal mail site it says Royal Mail 48® offers a cost-effective delivery service for businesses that send at least 1,000 parcels, up to 2kg

OP posts:
Notproudofthisone · 01/04/2018 20:07

I’ve never had an issue ordering from ASOS, their returns are easy too. I’m actually shocked that they have closed your account. Ring your bank and get a refund from them.

Camdenlife33 · 01/04/2018 20:07

Yes, again just contact your bank and file a chargeback to take this further

Jaspzeb · 01/04/2018 20:19

If I didn't get response I wanted from ASOS, I'd go down the small claims route. It would cost them way more in the long run than the actual refund total.

TheMogget · 01/04/2018 20:57

Unfortunately due to the scams mentioned up thread and with no previous ordering history and then a very large order they have put you in the same group.

Try your bank and hopefully they will get it sorted.

For future reference if I ever receive a parcel that appears to have been tampered with I make sure I take photos before opening.

Pinkmexicanskull · 01/04/2018 21:05

Asos customer service is beyond terrible. It’s like painfully terrible. I had a £100 refund due for an order and between order and refund my bank card had been lost. They kept processing the refund to my old card and it never went through. I waited two months for it to come back, they’d process the refund, make me wait ten days to see if it had cleared ( and show bank statement proof) and then resume the cycle all over again! They have a different person picking up each email and every time I messaged I’d have to give the entire background. Painful!

Anyway, OP asa first time user of ASOS and having flagged up a high price order going awol you’ve understandably flagged up on their fraud list. There’s no customer telephone number to call either for help, so I’d send a strongly worded email and set the tone straight away.

eggsandchips · 01/04/2018 23:11

Bloody hell this has put me right off this company!

eridanus · 02/04/2018 00:57

I have had terrible issues getting refunds from Dorothy Perkins for my sister-in-law's bridesmaid dresses, since the beginning of the year (So awful I'd advise anyone not to purchase from them).

We thought we were safe, a highstreet store, rather than paying out a few hundred per dress in a boutique. So I have received my refunds finally after being fairly aggressive but have looked up a plethora of responses to a high street store that is not coming up with the refund.

So your initial response should be - your legal right to cancel an order within 14 days: www.which.co.uk/consumer-rights/advice/how-do-i-cancel-an-online-order

Obviously, you have not received the full order to return it. But you could contact this website for advice.

The second thing to know is, asos contracted Royal mail to deliver the package - your contract is with asos, not royal mail. Royal Mail has nothing to do with you. That is an issue between Asos and their contractor, Royal Mail. I did have an incident with a courier for an expensive item that I was staying home waiting for and saw it was marked delivered at 2pm, one day and I was in and it wasn’t delivered to me. 10 minutes later I was onto to the company and a pretty sheepish courier was sent back to the delivery house and brought it to me. The addresses were similar, the house it went to was shady becuase they didn’t refuse the package or just didn’t look at it. Ask your postman (nicely, so he doesn’t feel threatened!) bearing in mind this is still a problem between asos and their contractor.

Thirdly, this was a route I was going to go if I didn’t get my refund: www.resolver.co.uk

before going to small claims court OR

getting a chargeback issued through your bank. But you need to maybe have engaged in some of the above steps (log everything) for this.

Is someone else using your details to buy stuff though OP? It is quite a strange response.

ShovingLeopard · 02/04/2018 01:15

Wow, I was about to place a large order with ASOS. Not bloody doing it now. I'll buy elsewhere. Basically, because some horrible scammers have hit them, anybody can steal items from customer's parcels and there is no comeback for the customer, they are just expected to suck up the loss, rather than huge retailer ASOS?!! That is truly beyond shit.

Pursue this relentlessly, OP. Don't let them bully you and get away with it. The stingy fuckers should have sent the items via a signed-for service if they knew this scam was going on.

What an eye-opener this thread is.

Good luck OP!

Original poster
leeroy1975 · 02/04/2018 08:42

Morning all , after the email i sent last night i had a reply still not good news but i guess the next step will be talking to my bank .

asos recommend contacting my bank to dispute any lost funds

OP posts:
eloisesparkle · 02/04/2018 08:44

You've put me right off ordering from ASOS again.

Delatron · 02/04/2018 08:47

I'm not ordering from them now they've switched to Royal Mail and hearing this story. Used to be Hermes and never any problems.
Is it possible to tweet this thread to them?

TestingTestingWonTooFree · 02/04/2018 08:53

Did you pay on debit or credit card? There may be a difference in terms of your rights.

Original poster
leeroy1975 · 02/04/2018 09:06

I used my debit card to pay .

OP posts:
bobstersmum · 02/04/2018 09:09

This is terrible and so infuriating for you, I had to ask bank for a charge back once but didn't get it, it was a holiday we went on but on arrival was not fit to house a dog, dirty and unsafe, I was offered no alternative accommodation and told to email head office for a refund, who refused, so I contacted bank, and after a long process it was refused. I hope you get more success than I did.

bobstersmum · 02/04/2018 09:12

Ps I paid debit card too.

liveandletbe · 02/04/2018 11:24

you will not get a chargeback on the above evidence. You need to do more work and show you have attempted to resolve the dispute; are you sure you have no other accounts with online retailers that have been closed for whatever reason. It sounds dodgy to me.

Sallycinnamum · 02/04/2018 11:30

I had an absolute nightmare with ASOS last year over a £30 pair of shoes that they failed to collect several times.

I ended up getting the direct number for customer services and it was sorted within minutes.

I am never ordering from them again. From bitter experience their live chat customer services is absolutely hopeless.

Original poster
leeroy1975 · 02/04/2018 15:26

liveandletbe

how do i do more than i have ? to show i have attempted to resolve the dispute? chat will not talk about the matter , twitter chat will not and customer care said it is out of there hands .

I have NO accounts what have ever been closed or items going missing . This is the 1st time , part from 2 or 3 items from ebay shops what were worth £3 to £6 .

It sounds dodgy to me you say and whys that ? so are you saying parcels or items never go missing ? lets hope this never happens too you or a family member .

OP posts:
SaltySeaBird · 02/04/2018 15:33

This puts me off buying from them again I hope you get it sorted.

twobambinos · 02/04/2018 15:37

I have had problems with asos around Christmas item didn't show and they immediately offered to resend without question but I have found them bad in other ways, got the wrong item another time and they refused to refund until they received it back which is sad when I was able to attach proof of postage immediately was left waiting and chasing a refund for over a month. They can be very hit and miss. Have now signed up to the Premier delivery which is signed for. I think your best bet is to take it up with the card provider now. They will seek a charge back on asos if its possible. There is usually a number on the back of the card you can ring I wouldn't be bothered trekking into a branch.

liveandletbe · 02/04/2018 15:45

I don't want to increase your rage but you have been told what to do by @eridanus. You will not get a chargeback easily as outlined by @bobstersmum. Asos is obviously a shit company to order from - Don't get thick with me and waste your energy. Sit down for an hour, write the case to royal mail, write the case to ASOS. Send them the same email, every single day for a week. Call them, stay on the line, be pleasant to the person picking up the call, take their name; resend all those mails again, follow the instructions above thread and then you may get a chargeback.

Ariela · 02/04/2018 16:32

Do you still have the packaging? Can you show where it was opened before you opened it? ie did you open it in a different place and can show how it was partically opened?

I'd report to Royal Mail that a) you didnt sign for it and b) that the packaging was opened. You can report this here. personal.help.royalmail.com/app/answers/detail/a_id/307/related/1 It'll really helpif you have the original packaging. It may be that they have an employee under observation and in which case your claim may be swiftly processed or it might be that your claim will trigger an investigation and may take a little longer, but hopefully they'll work with you on this.

Original poster
leeroy1975 · 03/04/2018 10:36

been to local bank , and started the ball rolling.
The person at customer care who myslelf and the my local bank worker was talking too said over the past 4 months they have seen the email reply from asso alot even for lost deliverys .

OP posts:
SaucyJane · 03/04/2018 10:40

This is why we should all be trying hard to save the high street. A future where we have to order most of our clothes online will be one that is filled with shit like this and constant issues with returns and refunds.

Scamming twats also make it more difficult for the rest of us who just want to buy stuff honestly and in peace.

Hope your bank helps you sort it, OP

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