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Original poster

Is anyone else having trouble with Asos at the moment?

24 replies

HenriettaHeffalump · 09/02/2021 22:56

I've had some issues trying to return things.

I've just returned something fairly pricey (circa £70). I did the whole Hermes collection thing - they collected from here, gave me a slip and Asos emailed me to say it had been received by Hermes. Then I got a second email from Asos, saying my collection had failed and could I click on a link taking me to Asos customer service to arrange another collection...

I wouldn't mind, except that when I had another issue recently, I couldn't get hold of them to sort it, as their live chat is rarely enabled and they didn't respond to my email. Should have learnt my lesson there really!

Not buying from them again I don't think.

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unbalancedBella · 10/02/2021 03:35

I've never had problems with returns with ASOS. Except for the one time I did a Hermes collect (rather than a drop off). The man collected it ... and it was re delivered to me a few days later!

Now I always drop off at a local shop and it's flawless.

Original poster
HenriettaHeffalump · 10/02/2021 08:24

Ha! Yes, I think that might have been the issue here too, as it was a Hermes collection! God, I look forward to getting the unwanted item delivered back to me then Confused.

What has put me off Asos though, is that they don't communicate well when there is an issue. I had another issue recently, which was partially my fault, as I'd arranged a return and then wanted to change the method of returning it and they were impossible to converse with. I know they're a massive company etc, but tbh, there is better service for better quality clothing elsewhere and the price is the same or cheaper so I'm probably not shopping there anymore.

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ElspethFlashman · 10/02/2021 09:25

I've never had a problem but drop off at a shop.

I have found that you have to go to the Twitter to really get any results. It's called ASOS Here To Help or similar. They'll investigate the issue.

unbalancedBella · 10/02/2021 09:53

I had (an unrelated) problem and used the chat window thing on the website. They we're reasonably quick to respond and helpful.

Original poster
HenriettaHeffalump · 10/02/2021 09:55

Thanks, I might try Twitter. This is the first time I've had something collected by Hermes and I know they had problems last lockdown. I think it's that I can't get anything sorted with Asos, despite emailing them. It's like the whole place is staffed by illiterate robots! Meh, I suppose there's only so much you can expect at the moment, especially with the big shops, but I must admit is has irked me a bit and put me off them.

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Original poster
HenriettaHeffalump · 10/02/2021 09:55

Thanks bella. Glad you've had more success than I have! Maybe I've just been unlucky there.

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Original poster
HenriettaHeffalump · 10/02/2021 10:03

Ugh I've just opened live chat and it's available with a wait, but I truly can't face trying to speak to them again. It was like pulling teeth the one time I did speak to them on there.

I'm fed up, as I use them a lot, but think my expectations are off. Think possibly I've just reached peak online shopping as well, so having a bit of a moan Grin.

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Original poster
HenriettaHeffalump · 10/02/2021 10:06

Sweet jesus, Twitter is a bot too! Fuck off bloody bots! I think I'm too old for this shit at 37 😂

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AcrobaticCardigan · 11/02/2021 08:43

Have you tried calling? I had some issues before & they were really helpful over the phone.

Original poster
HenriettaHeffalump · 11/02/2021 09:13

Thanks, I've given up trying to contact them for now, as I did email them. When I tried to contact them by Twitter, the Here To Help Bot said "we can see you sent us a message and we will get back to you". It was actually called a bot, definitely not a person there.

I will give them till next week before I call them to chase.

I'm not ordering from them again though and I've honestly spent in the thousands and thousands of £s with them, so their loss for being difficult to communicate with. I know, I know, all big shops are like this to an extent, but I'm making a stand. Better for my wallet and the planet anyway. So nerr Asos and your bots Grin. (I bet they're quaking in their boots here 🤣, but it makes me feel better. Principle innit Grin)?

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MsMiaWallace · 11/02/2021 09:18

Lol yes!!
I ordered dresses around £75 worth.
I got x3 cashmere jumpers delivered instead. 1 jumper alone is worth more than the dresses I ordered.
I don't even think the jumpers are from ASOS!!
Doing the right thing I've returned them. Still waiting for response over a week later.....

mackvic4 · 11/02/2021 10:04

i think asos customer service is always really good, I think hermes are probably the problem here, they always seem to be losing my parcels

Original poster
HenriettaHeffalump · 11/02/2021 10:28

I know what you mean re Hermes. But it is absolutely Asos who are the problem as I cannot get speaking to a human and they haven't responded to my emails, (one for this issue and another for a separate issue a while ago).

I actually think we expect too little of places like this. This isn't the first little issue I've had and every time, they are among the worst companies I have dealt with in terms of communication and delays. When it works, it works, but when it doesn't, resolving issues has been a total arse pain IME. The fact that other people seem to have had better experiences, while good for them, doesn't make me like Asos any better! They've had a fuck tonne of my money and they have not responded at all to me. So fuck 'em.

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Original poster
HenriettaHeffalump · 11/02/2021 10:29

Hermes aren't great either. I know this. But I'm not really their customer.

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Plonque · 11/02/2021 10:49

Ive used ASOS for donkeys years, never had a problem. Never even a lost parcel or anything, most annoying thing would probably be a parcel delayed by 48hrs!
If I return anything I use a drop off point, our local post office is my nearest, and I usually get an email within 12 hours saying it's in the system and the refund probably a couple of days later, I don't really check on timeframe - I just keep the email until I see the credit back in my account.

Plonque · 11/02/2021 10:53

I've returned a couple of things to ASOS in the last 10 days and had no problems. Just checked, I dropped off a return on 4th and refund landed on the 9th.

MedusasBadHairDay · 11/02/2021 10:59

When I worked there they had hundreds of CS staff and still couldn't keep up with the volume of messages they got. To the point where they were putting stupid rules in place like CS staff can get a drink during their shift but only if it's a glass of water - filling a water bottle was banned as it "took too long to fill". 🤨

From what I've heard they've now got a fraction of the staff, so I'm not surprised it's taking so long to get a response.

Original poster
HenriettaHeffalump · 11/02/2021 11:05

@MedusasBadHairDay

When I worked there they had hundreds of CS staff and still couldn't keep up with the volume of messages they got. To the point where they were putting stupid rules in place like CS staff can get a drink during their shift but only if it's a glass of water - filling a water bottle was banned as it "took too long to fill". 🤨

From what I've heard they've now got a fraction of the staff, so I'm not surprised it's taking so long to get a response.

Well, that might be why then. Poor staff! Hmm Asos.

Again, I've had mainly fine experience with them, when it works. But the few times I've had issues, they have been crap. Now I've heard they are understaffing and not letting their remaining staff have sufficient water...? Massively fuck them.

I'm sure many big retailers are similar and fuck them too. I love clothes, but not enough for that.

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MedusasBadHairDay · 11/02/2021 11:08

Now I've heard they are understaffing and not letting their remaining staff have sufficient water...? Massively fuck them.

They did roll that rule back when we kicked up a fuss - then pretended it had never existed. It's been years since I've worked there (thankfully) so no idea how it's run now. But do know loads of people were let go, believe they stopped the night shift entirely. They used to be open 24/7.

Original poster
HenriettaHeffalump · 11/02/2021 11:11

Meh, I'm done with them anyway, but thank you for clarifying.

Understaffing when people are DESPERATE for jobs as they are at the moment, is one of the worst things a company can do. It makes their existing staff stressed and it does nothing for the local area, as people need jobs which they aren't offering, or are offering something so poor nobody wants to work for them. I am sure their profits are healthy. I've done a quick Google and there is other stuff about poor working conditions during covid, which I hadn't heard about either.

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MedusasBadHairDay · 11/02/2021 11:16

Yeah, that's the warehouse, always been controversial. Here's the CS centre - www.watfordobserver.co.uk/news/18605052.asos-set-cut-jobs-customer-care-centre-leavesden/

TroyTown · 11/02/2021 19:55

I think ASOS customer service is excellent, really efficient.

AncoraAmarena · 11/02/2021 20:55

I have had the worst experience with ASOS Customer Services, on numerous occasions. Delivery, wrong or faulty items, return issues. You name it, I have had it.

There is no customer service number for ASOS, you have to send a message via email/social media and then you get a bot and have to go back and forth. If you are 'lucky' enough to get to live chat with someone it goes round and round and round, passed from pillar to post.

I hate them. I won't use them now. Oh, and in the past I always paid by Paypal as added security - which I often needed as I have had to start numerous disputes.

Sounds like they are a terrible employer too then, can't say I am suprised.

Hope you get sorted OP.

MsMiaWallace · 13/02/2021 09:09

I'm still waiting for my refund! The CS keep fobbing me off.

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