ASOS is trying to rob me

[KeenAmberHare]

Ok. I recently got a new phone (old one was snatched in london) so I’ve had to relog into all my apps. When I went into ASOS recently as we enter wedding season and I needed a guest dress I accidentally used my Apple ID not my historic account via my email. My Apple ID account is brand new - I ordered one package. Nothing I liked so refunded all no issue. Package 2 arrived and it’s missing one item (a £90 dress) so i contact customer services and they say they will refund me. Great. I don’t end up liking any of the dresses so I go to refund the remaining order and find out my account is blocked “we getting in touch with an update about your recent retund request for order.
After further investigation and a review of your account, we're unable to process a refund.
Your account history shows you've been in contact with our customer care team and
claimed a number of refunds for previous orders. We have reasonable grounds to believe some of these refunds were falsely obtained.
Based on the information available, your account has now been closed due to suspicious activity in line with our fair use policy and we've made the decision not to accept any further orders from you.”

what do I do ? I have about £300 of unworn dresses that I need to refund (at my own cost) which I will send back tracked delivery plus take meticulous pictures of in their original package with tags and unworn (apart from initially trying them on) but also I now am out of pocket £90 for the dress I never received.

to make matters worse, I don’t have access to my Apple ID email address anymore. I set it up 16 years ago using my mums email (I was 13) and can’t migrate over to another ID as I will loose all my historic purchases so I’ve never moved and try to avoid logging in with Apple ID email address. So I don’t even have access to the email to challenge this - it’s all a mess. I spoke with their customer service and they are going to relay my updates / context to the specialist team for review but I’m not very hopeful. Given the minimal order history I can see why it’s been flagged as suspect but if they looked at my original account they will see I have a track record of buying items and keeping them (I don’t think I have flagged missing items before) . Any advice ?

Sorry I should also add that I am able to return the other dresses but it will be at my expense to send them (which I will do) so hopefully the £300 of unwanted dresses will be sorted. I’m more worried about a) the £90 dress b) the loss of my account

So your brand new ASOS account has been flagged for suspicious activity under a 16 year old email? Is there any chance someone (a sibling or friend) has been using this old email unbeknownst to you?

In any case surely this is something only ASOS can solve for you. You have a right as a consumer to a refund on purchased items, regardless of whether they want to block your future orders. They will have to give you proof of this suspicious activity.

Sorry I’ve been confusing in how I’ve explained it. My asos account using my personal email address is a couple of years old. My Apple ID was set up 16 years ago when I got my first iPhone using my mums email address. So when I logged into asos recently I accidentally chose to log in with Apple ID not email which created a new account with no historic orders. Sorry asos have seen a brand new account refund 1 entire order and now Flag a missing item worth £90 so I underhand why it’s suspicious. Sorry if I wasn’t clear.

I am within the 28 return period so I will be refunding the items I actually did receive worth £300 ish. Obviously I’m worried they will argue they were worn etc when they’ve been sitting in my cupboard for 2 weeks still in the bag so I will take many many pictures and vids to show current condition and then send back. I’m hopeful I’ll get the £300 back minus my costs of returning but I’m worried about the £90 missing dress

I had the same problem but they shut my account down after I refunded only one small purchase. This is a widely reported problem with asos. I ended up doing a charge back through my bank

Surely ASOS must be breaking statutory rights by doing this? Ask ChatGPT To write you a letter and quote the law.

Why did you place a second order using your Apple ID instead of your established account? If you lost access to the email, you can have it changed so there is no reason you couldn't use your existing account for the second order.

It's no wonder they are flagging this as suspicious, your second order on a brand new account, after a full regund on the first, claiming a missing item looks more like you trying to rob them than them trying to rob you. That's exactly why accounts get blocked with any company.

How are they breaking any statutory rights? They are refunding the items she returns. The activity on a brand new account has flagged as suspicious, which it is, so they blocked the account preventing further orders. You don't have the right to an account with any retailer.

Presumably you can just log back in to your old account and use that going forward? Sounds like you will get the £300 so just the £90 to argue?

Because my asos account was already logged in. I didn’t check using which account (ie the Apple ID one or the personal email one) as I’d had no problem.

agreed it looks suspicious and maybe with the full context the accounts team may understand. Who knows

My old account is also blocked. I’m guessing they linked the two using my bank details as the delivery addresses were different and I used my married name not my maiden name. I can see how it is suspicious looking.

I hope I get the £300 back on the unworn dresses - just have to take meticulous photos in case they challenge it. And pay for the refund delivery myself

Similar thing happened to me. ASOS customer service is fucking awful. They don’t even have a twitter account anymore. It’s all done over chat. You have to speak to about fifty bots before a real person even listens to what you are saying, and then it’s still like pulling teeth to explain the issue to them. Just keep pushing the issue with the customer service chat until you eventually get a real person to respond. It’s terrible.

Think you need to sort your Apple ID issues out too.

Can I just clarify. Do ASOS basically not let you do returns?

I’ve never ordered from them and was going to do an order but if they basically have an undisclosed no exchange policy I’ll swerve. No way can I afford to buy anything without the ability to do easy returns if necessary.