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Original poster

ASOS deliveries/reviews

47 replies

itsnotmeitsu · 13/05/2021 20:36

I ordered a Nike top and matching joggers from ASOS. When the delivery arrived it contained the top, but instead of the joggers there was a pair of men's shorts. Ordered lots of things from ASOS in the past and it was always easy to return stuff (even though I rarely had to).

Now: they don't include a return form, and you don't even have the option of printing one off yourself. You need to choose your preferred return option and download a QR code. My phone doesn't accomodate apps, so I had to download the QR code onto my laptop, send it to my partner's iPhone, and then take that phone to the post office. They're making it very inconvenient to return things, at a time when online shopping has soared. Even selecting the option as to why I was returning was not straightforward, as I was supposed to comment on the item I should have got.

When I got the ASOS email to review my purchase I gave it a one star, surprisingly, stating that I was sent the wrong item. Today I've had an email saying they've rejected my review; presumably because I wasn't commenting on the actual item I should have got, I was commenting on their service.

When you read their contact details they seem to have made it really inconvenient to complain. AIBU to think more online companies will follow their lead, as so many people won't bother to return things unless there's a significant sum of money involved. And that, if you're ordering sight onseen, it should be made as simple as possible to return things (as it used to be).

OP posts:
Hopdathelf · 13/05/2021 20:39

They’re absolute dog shit at the moment. It’s taken me three gos with one item and it still isn’t right. The other things I’ve ordered in the last month have all been wrong (as in totally different item), arrived very obviously worn or not at all.

Allthereindeersaregirls · 13/05/2021 20:43

I actually find the scanning thing much easier and more convenient than printing at home (we don't own a printer). It also allows more return options which I think is positive.

phoenixrosehere · 13/05/2021 21:19

Now: they don't include a return form, and you don't even have the option of printing one off yourself. You need to choose your preferred return option and download a QR code. My phone doesn't accomodate apps, so I had to download the QR code onto my laptop, send it to my partner's iPhone, and then take that phone to the post office.

So your phone doesn’t have email?

I don’t have a printer and when I have returned things (I return every few months), I return via Royal Mail. They send the QR code for Royal Mail to my email and I take that to the nearest Royal Mail place, they weigh the package, scan the QR code from my phone, take the package, stick the ASOS Return label and print out a receipt for my records.

When I was given the wrong item, I put it in a comment on the returns form online.

I find their system easier where the post office sticks the returns label on than having to go to the library and print out the returns label (making sure that the library printer prints it out correctly) which also means having scissors and tape available to tape it on the package.

nanbread · 13/05/2021 21:26

You don't need an app to get the QR code

They email it to you, or if you have a camera phone you can just take a good in-focus pic of it, or just the numeric code under the QR code works too.

I've mostly received the right items but have had issues with them not refunding a returned order recently.

MaverickDanger · 13/05/2021 21:36

Hermes collect ASOS parcels from your home and you can print off that option.

Do you do much online shopping? A lot of companies don’t include return labels anymore, not just ASOS.

wingsnthat · 13/05/2021 21:39

They're making it very inconvenient to return things,

No, they’re really not. QR codes are more convenient. The majority of their consumers have a smart phone.

I find it so annoying when you look at reviews for an item to see how it performs, the quality, whether it’s worth your money etc and some fool has commented on the delivery or something irrelevant to the actual item. If you want to complain, phone/live chat/email them!

fairynick · 13/05/2021 21:43

So you left an item review despite never receiving the item, and are annoyed that it got rejected? 😂

Tuckedinbelly · 13/05/2021 21:44

I've always found asos to be brill. I expect you are in a tiny tiny minority of customers who are unable to return without a label. I just take the return to a local shop, they scan the QR code from an email I wave at them and away it goes. It is piss easy.

Neonprint · 13/05/2021 21:46

Sorry but it's pretty unusual to be ordering from asos yet not able to manage an app or qr code. They aren't making it difficult. Yiure making it difficult for yourself.

I use this method all of the time and it's really simple.

goldielockdown2 · 13/05/2021 21:56

I've never had a problem and I use them, and send things back all the time. I don't do apps, the QR codes are always emailed straightaway so I just screenshot them.

TakeYourFinalPosition · 13/05/2021 22:00

I thought the QR code change was great. So does my MIL, and she’s only got an old iPhone because I got a new one, she’s not very proficient with it. She doesn’t use the codes, but she can screenshot and show it to the shop. Would that work for you at all?

It does suck that the change has made the experience worse for you, if there’s not an easy workaround.

And the service issue is really shit. There seems to be a lot more of it being reported, and ASOS have never been great at handling complaints.

goldielockdown2 · 13/05/2021 22:01

Their live chats are really good as well, no waiting time and you're talking to someone straightaway. I had an issue with a pair of boots where a zip broke and got my money back no problem.

CoffeeandCakeEqualsLove · 13/05/2021 22:06

I returned something from ASOS earlier this week. Couldn't have been easier. You don't need an app for the QR code, they email it to you and Royal Mail scan from your phone.

AtLeastThreeDrinks · 13/05/2021 22:18

QR codes are so much easier than printing labels! Although I'm guessing if your phone doesn't have apps it probably doesn't have email either.

Re being sent the wrong item, that happened to me with a lounge set –sent the top but the wrong bottoms. I emailed to complain and they refunded the whole thing but told me to keep the top. I've found them pretty good and responsive.

Original poster
itsnotmeitsu · 13/05/2021 22:23

@phoenixrosehere > No, my phone doesn't have email. It's not a smartphone. And it doesn't enable apps - it's not a smartphone. I can download things on my laptop, but I'm hardly going to carry that down to the post office with me. 'Screenshotting' fine, but I don't have a phone that I can transfer that to.

The idea that you can't understand how someone can order from ASOS when you're not able to use apps and qr codes I just don't get. I've been ordering online for years, using Paypal. QR codes weren't even invented then. And apps were also not involved.

@wingsnthat > "If you want to complain, phone/live chat/email them!" Or perhaps just send me the correct item in the first place. ASOS seem to have made it difficult to phone or email them. I don't want to 'live chat' them; I just want to return the item I never ordered without jumping through hoops.

OP posts:
Summerdayshaze · 13/05/2021 22:26

Can you get a smartphone? Might make things easier.

luxxlisbon · 13/05/2021 22:29

I find the QR code much more convenient for returns and I think the majority of other people who typically order from ASOS would too. They could probably have a second option if you want to print a label, I’ve never tried so maybe they do.

ForThePurposeOfTheTape · 13/05/2021 22:29

Couldn't you just print out the email with the QR code?
I think the process is very simple thanks to qr codes
I return by Hermes via my local Coop and there's an option to manually type in the return address if that's more convenient for you although I don't understand why you wouldn't ask your h to return it for you instead. I spend longer waiting for the receipt at the till than I do getting the machine to print the label.

Original poster
itsnotmeitsu · 13/05/2021 22:33

@TakeYourFinalPosition > Thanks for your advice. The screenshot thing won't work for me because I can't transfer any screenshots from my laptop to my phone, but I really appreciate you offering the information.

OP posts:
ForThePurposeOfTheTape · 13/05/2021 22:35

Yabu to leave a 1* review about ASOS itself on a product review section. More retailers should delete reviews like that tbh as it's annoying as a reader to have to disregard those.
Do you have social media? There's usually a customer service handle for sites like
ASOS.

ForThePurposeOfTheTape · 13/05/2021 22:38

I would experiment by taking a photo with your phone of a QR code on your laptop and seeing if a smart device (like your h'a phone) can read that.

Original poster
itsnotmeitsu · 13/05/2021 22:45

@ForThePurposeOfTheTape > Not sure by what you mean by, do I 'have social media'? Sorry if I was unreasonable to express my annoyance with the customer service on the ASOS site, even though it turned out nobody would see it. If, "do you have social media?"?? means, 'will anybody see this elsewhere?, no I don't have 'social media'.

OP posts:
ForThePurposeOfTheTape · 13/05/2021 22:53

I've had a look on Twitter and I can see people complaining to ASOS about problems with their orders and refunds. Somebody is replying to those tweets

phoenixrosehere · 13/05/2021 22:58

The idea that you can't understand how someone can order from ASOS when you're not able to use apps and qr codes I just don't get. I've been ordering online for years, using Paypal. QR codes weren't even invented then. And apps were also not involved.

I was asking for clarification hence my question. I didn’t want to assume what kind of phone you have. I’ve not always had a smartphone either, however I hadn’t really consider most mobiles these days as smartphones since it seems common that most people (at least in my circles and what I’ve seen around me in public) have phones that have email access and apps Not sure why how long you have used PayPal is relevant but ok.

Also, QR codes have been around since the 90s. They’re no different from a bar code.

goldielockdown2 · 13/05/2021 23:03

Honestly, my phone is old as hell and I don't have apps but surely it has internet? I log into my email account and screenshot the QR code, but I could just show the email with the QR code also.
Or you could take a photo using your phone of the QR code on your email from your laptop.
Not wanting to live chat is just bizarre- it's an instant way to speak to them without having to wait for say an email reply, and resolve problems quickly.