ASOS has stolen my money!

[trying2022]

In April this year, I paid for a 12 month subscription of Premier Delivery at the same time as buying a pair of shoes. For those who aren't aware of this service, you pay £10 a year to have unlimited next day delivery.

Since having bought this. this has never activated and in my account, it says that Premier Delivery has 'expired'. I found this out as I wanted to buy something else, but found it wasn't letting me use their Premier Delivery option.

I contacted Customer Services through their online chat (impossible to find an email address or phone number!) and they assured me that it would be activated within an hour. As expected, this never happened.

I recently contacted them again and this time they gave my details to a 'specialist' email team. They have said that as I have 'used' this subscription, they are unable to refund me the cost, or activate the subscription as and I quote 'once it has been used, it is used'.

I am so annoyed that I have paid for a 12 month subscription, but only have been able to use this the once. I know there are bigger things going on in the world and it's £10, but it's not right that I've paid for a service that I'm not going to receive.

I will contact Trading Standards, but are there any Mumsnetters out there who have advice on how to get my money returned, or even a way to contact them?

Has it been over 12 months since you purchased it? If not, they absolutely should honour it and activate it for the period you paid for.

£10 is £10 and that’s why they are loaded and we are skint
robbing bastards I definitely would not give up on this
good luck x

Could you do a charge back through your bank?

Has it definitely come out of your bank? That's a shame they're being a pain as they're usually okay at resolving issues. I'd email/message again and attach whatever you can- ie confirmation of Premier delivery payment. It is sometimes just luck of who you speak to it seems.

I don't understand why they said it's used? Surely they can see the date you paid and it's not been a year yet?

But how is it used if you only paid for it in April? What did they say?

@Bimbomboosh You'd think so, right?! I've used the chat function and emailed them to let them know I bought this in April THIS YEAR and they still kept saying that it's been 'used' and there is nothing they can do. They're even refusing to refund me, and they said they can 'cancel' it. But whats the point of cancelling it, if it just says 'expired' on my account - there's nothing to cancel! It's all very frustrating

@SecretVictoria That's a good idea, I might contact them and see what they say - it might be a little complicated as I purchased this at the same time at another item. I wonder if they can actually do a partial chargeback...

tbh i think you must not be explaining it to them well! i agree that they can't refund you it, but they should be able to reactivate it. i would try again and just say you've purchased it in april but it is no longer working/showing as active etc and ask them to sort that as a technical issue. Also, are you asking to speak to an agent when you're on the online chat? the chat robot is no good - just write "speak to an agent" and you should get through to a person.
the only other thing might be that your purchase of the premier delivery didnt go through - but i assume youve doubled check that initial order and can see you paid it successfully..

Do you have proof of payment? An email receipt?

Contact them on social media? name and shame?

@Rosiestraws I feel like I've explained it pretty well to them - I asked my partner to read my emails and he completely understood what I was saying. I even sent screenshots and circled the dates before sending it to them! I was chatting to lots of people on the live chat, deffo not just the chat robot...

Have you tried to claim it back with your bank via online app? I have done this twice in the past with an issue and they sorted it quickly for me

Do screenshots of all conversations, make a note of all calls and online chats you've done, say you want your premier delivery activating within 14 days or a full refund, or you'll make a claim. If it doesn't happen start an online money claim with the court. Easy to do, and you can charge them for your time (eg - 2 hours spent online/emailing = £50 at a rate of £25 per hour) and also the court costs.

That's so weird

Raise a dispute with your bank. They will understand how to chargeback the specific disputed amount you are requesting. Far quicker than trading standards, though I would also contact them to notify them of questionable trading practices.

I think ASOS are generally shit though, I gave up using them as even though I’d paid for the yearly NDD my orders would always take days to arrive!

If you go into your account and look at your orders, the one from april that you purchased the unlimited delivery should be there. If it is screenshot it and send it when contact them again.