ASOS is such a shitty company, I want to take them to court

[Oneofthosedayzz]

ASOS blacked my account and refused to refund me a pair of On Cloud shoes (£150) they failed to deliver to me. I can’t in my life believe a well known company could do something like this to its customer. I even paid for the ASOS premier!

this is what happened. Buying trainers online is not easy. having two small kids, I simply don’t have the luxury of spending weekend shopping. I don’t usually buy clothes with ASOS. I felt their styles are for the younger crowd. But for trainers, they have a good collection of brands. So I ordered my first 3 pairs. It took them more than a week to deliver. They either don't fit or not in the quality I expected. so I returned them all. I decided to stick with more expensive brands. I bought another 4 pairs that costed me ~€600. I really don’t want to wait for another week, so I paid for the Premier which promised next day delivery. Next day, only 3 pairs arrived. The top of the ASOS bag was cut open but taped back to place with scotch tape. I didn’t think too much of it and thought it’s a genuine mistake. I went to their online chat (it was a royal pain to connect to an agent but that’s another story), they fairly quickly agreed to issue me a refund.

after a few days, to my surprise, I received an email saying I failed their customer verification process , my account is blocked and they will not process my claim. I need to contact my payment service provider. I thought at first it must be a spam email or another mistake. I went to my account, and cannot believe my account is indeed blocked. I went to chat with an agent, he treated me as if I were a thief! What an incredible insult to a customer! We have a combined household income of £300k, and ASOS thinks that I spent my valuable time trying to steal £150 from them! What a shitty company!

Has this happened to anyone else? What did you do? I genuinely want to take them to court. But cases such as the Post Office Horizon scandal makes me feel powerless against a large corporate.

Can you try emailing them or via social media? I'm not sure at what stage you can, or if it is even relevant, to contact an ombudsman.

That’s crap.
Why about distance selling regulations, don’t they apply?
id be finding out the CEO email address or tweeting them or something to get them to engage with you
I assume you didn’t pay credit card otherwise you could raise a dispute through your credit card company

TLDR

I dont have any decent advice OP but yes, customer service is absolutely gone to the shitter.

Who delivered the parcel? Do you have a photo - most delivery people take one and email it to you nowadays?

We have a lot of problems with people saying they didn’t receive the order/ part of the order etc. Companies are getting more jumpy around this.

Did you take a picture of the parcel when it arrived with the scotch tape?

If they won’t help you and you paid by debit card you need to get loud, tag them on instagram etc and you will find you get results.

Otherwise you can simply begin a chargeback with your credit company if you used a card or raise a case with Klarna etc.

OP
Go to Trustpilot and read the negatives on any well known and not so well know company - you get a good idea of what some have suffered

HTH

Good advice, don’t know if bigger companies take as much notice but we monitor our reviews and are very reactive to bad reviews.

Raise a dispute with your credit card company or your bank.

Your earnings mean nothing. Many big earners I’ve met are tighter than 2 coats of paint.

Why are you mentioning your salary? It’s completely irrelevant. And that’s not something Asos would know so why are you acting like they do?

YABU stop supporting cheap fast fashion as you’re so wealthy

Jings, with that income I'd think you could manage to pay a babysitter and pop to the shops.

Yah, I saw in a Facebook group called ASOS complaints group. Someone shared the CEO’s name. I will give it a try. Thanks! I just simply cannot come to terms with the amount of time I need to spend on a mistake they made in the first place.

I paid with Amex and raised a dispute. They blocked the fund so I don’t have to pay for now. But I don’t know what to expect. I never did this before. I didn’t take a photo of the broken bag. I didn’t take a photo of the three boxes. I have now returned them all to ASOS. I didn’t take any evidence because 1) customer service told me they will issue a refund 2) I simply couldn’t believe something like this would happen to me.

From there point of view you’ve ordered over£1000 of trainers in days
you originally wanted 3 pairs
you sent them back ordered 4 pairs apparently 1 pair missing refund please and you’ve got 3 pairs left like you originally wanted

tbh does all sound very suspicious

I think if you’re not out of pocket and Amex have stepped in then it’s just one of those things and dont waste any more energy on it tbh.

I knew if I mentioned my income, people will get insulted. I mentioned my income in my post just so that you, my audience, would consider it in your judgement against my case and believe I’m the victim in this matter - as simple as that.

Not to say Asos should have asked about income level as part of this ‘customer verification process’ but cynically or not, business doesn’t want to turn away people who has potentially high customer lifetime value over something stupid like this. Look at Amazon Prime.

I’m not implying people who earn less has higher tenancy to steal or the other way around, but the reality is, our credibility is ‘judged’ by business by a combination of factors, and income is one of such factors. I don’t want to write a story about my background so you, my audience, believe my credibility. Income is just a simple and quick way, in this particular matter considering £150.

they only took a photo of the door and not the parcel 😭

You probably returned too many in to short a time period. They had to put this in place to stop "influencers" buying hauls for content and then returning stuff.

Not the same but I had boohoo (first AND ONLY time I’d ever ordered from there) refuse to refund one of three items I had returned as they were either bad quality wasn’t the same as described or size different from the size guide the stated size so were too small.

they point blank refused to engage and when they eventually did said I hadn’t returned item they would open an investigation checking cctv but that not to expect a refund.
I did in the end but only because I was lucky I think.

never ever again will I use them!

With a good lawyer, even Dahmer could have probably got off with just manslaughter charges! However good lawyers cost money- something we rarely have nowadays!

This.

the amount of teenage girls ordering ‘hauls’ and sending them back nowadays is ridiculous.

Yah but then they should issue some clear warning so I can make my decision before buying from them. But still, my problem is not about them blocking my account. My problem is about the fact that I didn’t receive one of the items, reported to them, and then they blocked my account and refused to refund my money for the missing item.

also, I paid, I think it’s 10 quid, for this thing called ASOS premier, a service for next day delivery for a year. They took the money, blocked my account, and didn’t refund this cost either! It’s almost like they are stealing money from their customers! What kind of company is this.

OP I would exhaust the complaints process. Gather all your evidence. Maybe do an information request on asos account. Then go to the small claims court.

They suspect you're purchasing and returning high expense items and claiming missing items fraudulently. It's all in the t's & c's when you sign up for the service. They have a large section about fraudulent activity on their website. It was a bit silly not to take any pictures of the parcel when it arrived missing one item. Also why would only one pair of shoes be stolen and not the others? How can they know you're being truthful?

www.asos.com/customer-care/returns-refunds/what-is-your-returns-policy/

This. And for the tone spent faffing with returns you could have actually gone to a shop, tried on as many pairs as you needed