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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

GreenTulips · 03/04/2018 10:48

I've had similar and now photograph the package prior to opening

I once spoke to our postie, who was about to leave a signed fornparcel in the door step, I was delayed opening the door, I asked if I should sign and he said 'No, we never have issues with your property'

So obviously the post office keep a record of your post/complaints etc which may help

Assburgers · 03/04/2018 10:50

When returning something to ASOS a while back, the post office guy recommended I send it recorded as things have a habit of going “missing” once they get to ASOS. I think they’re dodgy as fuck.

Original poster

leeroy1975 · 03/04/2018 11:27

1 of the other items i ordered what was in the bag are too tight in the leg (joggers) but as they have shut my account down no way am i sending them back . I will keep them and use them when i go fishing.

will post more when the bank rings me. hopefully they will help.
Last time i had a problem with tsb they were great and even got me extra money from a bank in prague to say sorry for all the trouble..

OP posts:

Ellendegeneres · 03/04/2018 11:46

That’s such shocking ‘customer service’ 😡

I too was going to place a relatively large order with them this week- I’ve gone up a couple of clothes sizes so need some new stuff. Like hell will they be getting any of my money now!

I really hope you get luck with the charge back op- and if you’re on social media, fb for example, make sure your friends know about this.

bobstersmum · 03/04/2018 18:01

What's that about tsb giving money from Prague?

Original poster

leeroy1975 · 03/04/2018 19:39

i was on a long weekend trip in prague and was running low on money so i went to a cash machine put card in typed pin and tryed to withdraw around 6000 Czech Koruna ( £250) ish . no money came out just spat my card out so i tryed again same thing happend tryed for the 3rd time same thing . got back to hotel and checked on my online banking for a number to ring to see if i had to turn my card on to use in prague and my ballance was £750 ish short... When i got back to uk my bank got in contact with the branch i used in prague and sorted the problem out . ends up there cash machine had a problem . only took a cpl of days untill i was paid back plus a extra £50 for the trouble . Just lucky i had my credit card with me and did some cash back in a bar were i was eating and drinking . They were great let me have a tab and pay on the last day by card. rocky o reillys , great food and great staff .

OP posts:

eggsandchips · 04/04/2018 14:07

I won't place a large order with these lot again. I have a black list of sites who provide shit customer service. We need to vote with our purses. I hope you get your money back.

PandaPolarBear · 04/04/2018 14:24

I've had big issues with asos too, and won't ever order from them again.
Their customer service is the worst I've ever come across, truly the worst. I think their staff are probably under orders to deliberately misunderstand complaints against them in the hope that customers will just give up.

To get my money back, I had to provide my bank with evidence that I'd tried to solve the problem directly with asos myself. In my case, all that took was copies of the emails I'd sent along with asos responses.

Hope you get this all sorted OP!

Original poster

leeroy1975 · 04/04/2018 15:07

I took screen shots of twitter chat also printed out the emails they sent me and took to my bank , they have faxed them to the main tsb office.

OP posts:

eloisesparkle · 05/04/2018 09:11

OP
I was in Rocky O' Reillys in Prague a few years ago.
Good craic alright.

BuntyCollocks · 05/04/2018 09:48

I’d phone them. Ridiculous they’ve closed your account with no explanation. I’ve never had any issues, touch wood, with them on the phone. ‭020 7756 1000‬

e1y1 · 05/04/2018 09:51

That’s definitely an unusual response for one claim of a missing item(s).

The only thing I can think of (and is stretching a bit) is that your particular postcode/area (which of course would include some neighbouring properties) is a particularly bad risk for fraud.

When I worked for a certain mobile phone company customer service centre, there was huge swathes of postcodes/areas that were completely blocked from ordering mobile phones (whether new connections or upgrades) either over the phone with us or online, anyone in those areas had to go in to our shops to do it.

This was simply down to the amount of either fraudulent orders or claims of “missing” deliveries to these areas.

drspouse · 05/04/2018 10:02

If your debit card is a Visa card I think you could be covered as with a credit card.
So that is a good route to take.

SaltySeaBird · 05/04/2018 17:37

It’s illegal of them to refuse to refund the joggers under the distance selling act. I’d push for a refund on those too.

Mumsnut · 05/04/2018 17:48

I was refused a refund by ASOS when my parcel didn't turn up. I was on holiday, but they said it had been signed for. The name was obviously not mine, and not anybody's - it was just a nonsense word. No card had been left, so it hadn't gone to a neighbour (I did ask around anyway - no joy). They refused to give me the GPS location of the actual delivery. I just gave up arguing in the end - the purchase was for two low value items which I actually re-bought 'cos I wanted them urgently. Not really the action of a fraudster.

Thinking about it has annoyed me all over again, however. Definitely my last purchase.

Fishbiscuits · 05/04/2018 17:52

When returning something to ASOS a while back, the post office guy recommended I send it recorded as things have a habit of going “missing” once they get to ASOS. I think they’re dodgy as fuck.

This happened to me, I returned two items and was only refunded for one. I did eventually get the other item refunded, but first they tried to question why I hadn’t used a returns service where the parcel is weighed. I hadn't because I had looked at their returns information and chosen the one most convenient to me. If they don’t want you using one of their returns services they shouldn’t offer it. Never again.

Original poster

leeroy1975 · 06/04/2018 08:32

morning just checked my emails and i have had this from tsb

Thank you for contacting TSB about your Debit Card Dispute.
With the information you have supplied we’ve contacted the retailer's bank to try and resolve this dispute. In the meantime we have credited your account.

just checked my balance and the £224 is now back in my account.

OP posts:

literallydumbfounded · 06/04/2018 09:34

At least the bank have been helpful, glad you received your refund. Happy days

Pimmsypimms · 06/04/2018 09:54

Good news that your bank refunded you...It’s definitely put me off using ASOS though!

Ellendegeneres · 06/04/2018 10:44

Me too pimms

Not everyone is out to steal or do someone (or a company) out of money. Awful that they took this stance and op almost lost over £200. Disgusting and I won’t be using the company again

purplecorkheart · 06/04/2018 11:10

I am glad it got solved. I must say I find Permanent Tsb Customer Service excellent.

KC225 · 06/04/2018 12:41

I ordered a few things from asos about 10 years but I am shocked they are still going after reading this thread. It has put me off.

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