Mummyh2016 · 01/10/2018 08:58
I have premier delivery with ASOS where you pay £9.95 a year for unlimited next day delivery with no minimum spend.
Did an order Saturday, should’ve arrived yesterday. It didn’t. Spoke to ASOS on online chat and they couldn’t care less (blaming the courier despite the tracking showing the courier didn’t receive it until last night).
Anyway I want to take this complaint further but I just keep being told that it can’t be taken further and I need to deal with them. They’re really unhelpful. Any ideas on how I can send this onto anyone higher up? It’s not even the delay now really, it’s the attitude of the people on the online chat. I’ve spoken to two people and neither has apologised and basically said that I need to put up and shut up. The only way to contact them from what I can see is online chat, email, Twitter or fb. I presume all of these are handled by the same people so I’d rather not.
amymel2016 · 01/10/2018 09:01
Definitely contact them on Twitter, as it’s open they’re pretty quick at replying! Just keep on at them until they help.
DolorestheNewt · 01/10/2018 09:09
Yes, the line of first defence for ASOS is pretty effective, and I couldn't get past it with the one complaint I've had (quality, not delivery). I didn't pursue it because on balance it didn't seem worth the squabble but I'll be interested to see how this thread develops.
That said, would it be better to let it go this time and just get them to get the couriers to deliver at a time that's convenient to you today, rather than getting drawn into an argument about why it didn't arrive yesterday? The next day delivery with ASOS seems usually very reliable to me, and £10 a year for next day delivery is pretty reasonable, so maybe see if they continue to disappoint? Sorry, I know you asked a specific question rather than inviting opinions on what you should do!!
Mummyh2016 · 01/10/2018 10:00
It does normally work you’re right, it’s the lying and the way they’re dealing with it which has got my back up. If they’d apologised and held their hands up and said yes we’ve screwed up I’d accept it. It’s the fact that they’re blaming the courier for the delay (despite the tracking show the courier didn’t receive it until last night - it’s dpd who I use on a daily basis with work so I know this tracking is truthful) and the fact that when I said they’d breached their contract they just referred me to their T+Cs, where the only thing I can see is that they won’t accept responsibility for delays beyond their control due to weather etc. Well this was within their control. When I questioned this on the online chat I was told they’re too busy to speak to me and therefore ended the chat! Their customer service is awful.
LtJudyHopps · 01/10/2018 10:01
If you’d paid for specific next day delivery I’d be asking for it to be refunded, but you’ve got the delivery pass so I’m not sure what you’re angling for here? What do you want the complaint to achieve? If they’ve been good previously I’d let it go, it’s usuallu the courier’s fault.
melj1213 · 01/10/2018 10:14
Honestly, I would let it go.
Firstly online tracking isn't always accurate - I have had a parcel drop through my letterbox when the tracking said it was still at the national hub 200 miles away ... half an hour after delivery the tracking jumped the 3 interim steps from national hub to delivered. Tracking relies on the parcel being scanned at each individual stop on the route, which often doesn't happen.
Secondly you ordered on Saturday for a Sunday delivery. Did you definitely order before the next day cut off? Do they still guarantee next day on a Sunday? I know that many of the places I order from have a 5/6pm cut off for next day delivery Mon-Fri but 1/2pm cut off on a Saturday. Additionally a lot of places don't guarantee next day due to issues with lack of reliability with Sunday services. I always assume that if I am ordering something on Saturday it will turn up on Monday ... if it arrives on the Sunday then it's a bonus.
Finally, what exactly do you expect the contact team to do? Once the parcel leaves ASOS and is in the courier's hands the ASOS customer services have no more access to the tracking/where your parcel is than you do. They can contact the courier but for a parcel that is less than 24 hours late over a weekend I'm pretty sure the courier company will tell them they need to wait another day or two before it can officially be classed as late/undelivered.
RedDwarves · 01/10/2018 10:16
Perhaps they don't deliver on Sundays.
I agree with the PP that said "shit happens". To throw a supposed breach of contract in their face over a one-off missed delivery date is ridiculous.
Mummyh2016 · 01/10/2018 10:23
Shit does happen you’re right. But I don’t think I’m being unreasonable expecting ASOS to apologise for delivery not being when they said it would be. Luckily I’m not at work today but I had plans which I’ve had to rearrange for later to make sure I’m in when it comes today. If it doesn’t come today there would be no one to accept delivery until the weekend. If I’d known when I’d ordered it that it wasn’t coming until today I’d have had it sent to DH work. It is causing an inconvenience so I don’t think IABU to make ASOS know this. All I wanted was an apology.
Mummyh2016 · 01/10/2018 10:24
They do delivery on Sunday’s, and it was ordered before the cut off. But thank you everyone for your input.
Bombardier25966 · 01/10/2018 10:29
"I'm sorry, love from ASOS"
What are you really looking for, and how much time do you want to waste to get it?
As it's DPD you'll be given a time slot for your delivery. You don't need to rearrange your whole day for it.
Mummyh2016 · 01/10/2018 10:32
I do as I was supposed to be meeting friends now (10.30am). The text says delivery should be between 11.22 and 12.22. I’ve had to rearrange the gathering for this afternoon. So yes whilst it does mean I don’t want to wait in all day it still means I’ve had to change plans.
And thank you, but it was ASOS that needed to apologise, not a random person on MN.
MTBMummy · 01/10/2018 10:32
I had 6 months of fighting with their customer care, not over an order, but over the use of my personal data.
I now refuse to give them any of my money, same as you, if they['d held their hands up and said "oops, we've made a mistake" I would have just let it go, it was the constant run around and lies that really got to me.
If you wish to take it further email the CEO [email protected]
DontFundHate · 01/10/2018 10:32
I'm with you op, I'd expect an apology and some money off your next order
Bombardier25966 · 01/10/2018 10:59
If a CS worker apologises they're just some random person. It's a meaningless phrase.
How much time are you going to put into hearing some random say I'm sorry?
DolorestheNewt · 01/10/2018 11:18
Bombardier25966 Weirdly, I sort of get where the OP's coming from. Yes, they're a CS worker who isn't actually physically sitting on a bag containing my new t shirt or whatever, but it's also a human interaction with the company that's at fault. It always annoys me when a customer services worker can't say "I'm so sorry that this hasn't gone right on this occasion. We normally do get it right but we haven't this time." Or something of that type.
Obviously, I don't invest too much time in trying to get an apology! and I let it go, as I imagine the OP will too, but I do think it's good CS training to point out to people that a simple sorry goes a long way to mollify. Well, it does with me.
Mummyh2016 · 01/10/2018 16:42
Sorry I’ve not been back to this thread since I last posted this morning! I ended up finding the email address for the CEO online (same one MTB had posted). In the space of two hours I’ve had an email back, apologising, saying it should’ve been delivered yesterday and they’re refunding my premier delivery money (£9.95) and letting it run until it expires in 6 months time. More than happy with this. Thank you for everyone’s advice.
ShovingLeopard · 01/10/2018 17:37
ASOS are notorious for their shitty customer service, so I'm not surprised to hear this. I guess it depends how far you want to take it, and whether it's worth the effort and effect on your blood pressure. If I were you, I'd stop shopping there, and spend your money with a company that values your business. That's what I did.
bungaloid · 01/10/2018 18:11
My one lengthy customer service interaction with ASOS over a missing item from a delivery was so hopeless I vowed not to shop with them again. Took them a month to eventually refund me for something quite straightforward. Given I'd spent thousands with them over the years I'd hope they could refund £25 a bit quicker than that.
Curvygurl · 01/10/2018 19:18
Same issue with Asos recently. Last three orders have had issues. They sent two separate orders in the wrong size and I as well pay for next day delivery. I’m still waiting for something I ordered last Wednesday. Their customer service is appalling, they are like robots with standard generic templates! I’m waiting on a call back. They don’t give a sh*t. I live quite rurally but am looking elsewhere now. I ordered something today that I could have got from them but I paid delivery to get it elsewhere, saving £5 in the process even with delivery added on. They’re not cheap!!
Mummyh2016 · 01/10/2018 20:08
Yes I did email the CEO, I’m under no illusions that he would’ve even seen the email though of course. The response was from someone in the escalations team. I tried to complain via the official channels and I got no joy. If they’d apologised when I first contacted them then I wouldn’t have to have. If it wasn’t for the fact I had premier delivery I wouldn’t have ordered half the stuff over the last 6 months.
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