To think this is bad customer service?

[harryhhh]

At the minute ASOS have 15% extra off sale items.
I placed an order for £100 of sale items and added the code (or so I thought)
It should have taken it down to £85
Anyway confirmed order and noticed they charged me the £100.
I spoke to them on live chat and asked if they could refund the £15 as the code didn't go threw.
They refused and said "we have no proof you applied the discount code"
All we can do is when you receive the parcel return it back to us and then place the order again with the code.
I mean surely it's just as easy for them to refund the 15% ?
They can see I've made a qualifying order.
I just thought it was pretty shitty customer service.

Loathe ASOS

its Black Friday FFS... the discount should be automated ...

TWATS

Its really annoyed me.
They can see my order qualified for the discount and the offer is still valid
They are just being arsey
Feel like returning the whole thing when it arrives and not bothering ordering again

I’d just return it all tbh.

(And not re-order)

Sorry but I think the onus was on you to also check the discount had processed before proceeding with your order. Yes they maybe should have let you cancel and reorder but if I’m using a discount code I always make sure it’s worked as you often find codes have expired or have restrictions on their use.

I would be pushier. Send a message on social media.

Can you cancel the order and reorder it, or afford to reorder it double checking the discount and then return the first one when it arrives? Not saying you didn't apply the code as I've had it happen to me, but this is what I'd do.

Yes, asos can be really hit and miss. I would return it all and buy elsewhere.

Urs as you contacted them immediately they should have applied it.
It may not happen anymore, but when I worked in a department store in the US if an item went on sale within 24 hours (might have even been 48) after you bought it you could ask for the difference to be refunded.
Have to say England has been very slow to realise the value of good customer service. It is getting better though.

Sorry I obviously didn't read correctly as that's what they've suggested! Yeah.. twitter and instagram might be your friend here.

Can they just cancel the order?

Yes it would be nice if they added the discount but ASOS is a huge company, you've just got through to some poor soul in customer service who is going by their rule book. I think the onus is on you to check that the discount code was applied at checkout which It sounds like it wasn't.

ASOS are arses though. I paid extra for next day postage, but they delivered it to a house on the next road instead so I couldn’t actually get it until then next day. I asked for the post of next day postage to be returned, but they absolutely wouldn’t budge because they said ‘we fulfilled the next day postage that you paid for, therefore you won’t be entitled to a refund’

They are so bad. I sent some shoes back that were defective. They said they were not so wouldn't refund me (only gift voucher) - i reckon they have sold them to someone else. Such bad customer service. Never used them since.

They've said they can't cancel as it's been despatched and some of the items I ordered are now out of stock so if I send them back I won't get them again.

I think with most companies it’s all with your wording, As you said it must not have went onto your order their automatic policy would be that they cannot add a discount or price match a promotion after purchase. It’ll be in their terms somewhere.

@MarchionessofActon

ASOS are arses though. I paid extra for next day postage, but they delivered it to a house on the next road instead so I couldn’t actually get it until then next day. I asked for the post of next day postage to be returned, but they absolutely wouldn’t budge because they said ‘we fulfilled the next day postage that you paid for, therefore you won’t be entitled to a refund’

DPD or similar would have delivered it, not ASOS. I would say you could try and claim from them but I think delivery companies notoriously don't hand out compensation for their errors.

They have said if I have a screenshot of me applying the discount code and send it to them
Obviously I haven't so can't do that

YABU. Companies like that start the packing process very quickly, and their warehouse and office are not usually in the same place, so they can't change things once you have ordered them. You should have checked it had worked before finally submitting it; there will have been opportunities to do so.

Maybe you typed the code in the box but didn't press the button next to it to add it, or maybe you mistyped it or something.

@rosiejaune I didn't want anything changed with my order
I thought they would honour the discount advertised
There was nothing stopping them refunding the 15%