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 go to shops these days? Everything I find I like is online only, they dont exist in shops, plus shops never have anything stocked in these days. I hate shopping now, utter disappointment

This is why there is a massive online system now.

Yeah I agree. Every time I think ooh I should go to a shop, they are badly stocked and don’t have the range. M&S is the worst in this respect but I also went to a shoe shop recently and they were essentially acting as a showroom for their website. Handed you the iPad and told you to order what you wanted!

Sorry for stating the obvious but how can trainers "not fit" if they were ordered in the correct size? Heels or flats are understandable because of marginal differences between brands but I've never encountered trainers in the correct size fitting so badly that they are unwearable. Especially as ON shoes are very much what you see is what you get. There's very little variation between designs and they are designed to be comfortable. DH had a phase of wearing them (he's a doctor) and they're popular with medical staff.

Ordering 7 pairs of trainers from the same brand and sending them all back is clearly a huge red flag whichever way you look at it. Most people in same earning bracket would never do that, even though they could easily afford to. Think of the unnecessary added work given to all the people along the way like postal workers, sorting centres, whoever needs to pack and unpack 7 pairs of shoes that were clearly unwanted from the beginning. The environmental cost of packaging and transporting 7 pairs of unwanted trainers around the country etc.

'very little variation' are you serious? on ASOS, there are ~4000 trainers. On Cloud alone has 67 versions of women trainers. There are so so many varieties, material, fit, designs, etc. Combined with the fact that the website offers minimal information, the buying journey has been really difficult for me. I'm not only looking for style, but also the ease of putting on and taking off because I have small children.

I can give you some examples I tried:

1. Lululemon strongfeel: the shoes are much flatter than others. The top of my feet feel squeezed. Their shoe size runs small, so I had to order 1 size up just to put my feet inside.

2. On Clouddrift: the tongue is super thin! Apparently it's only 0.5mm. not only it's very difficult to put on, it also makes the top of my feet feel cooler than the other part lol

3. On Cloudnova: the tongue is longer than other shoes. It's using this strange material that it cuts into my ankle every time when I walk. I was even thinking to cut the tongue, sew it, just so that I can stop this tedious shoe-buying journey. but for £150.00, doing it feels a bit rediculous.

4. On Cloudvista: the mesh on the shoe body is super thin, almost see through. It's clearly a summer shoe, but of course, they don't tell you that on their website.

I can go on..

I acutally worked in ecommerce logistic industry before. It's really hard to compare emissions for online shopping v.s. in store.

To buy in store, you need to consider energy consumptions of retail stores. not only the running of the store, but also the cost to restock the store, which is a lot more expensive, and a lot more poluting than restock a fulfilment center.

For ecommerce logistics, cost is marginal. Delivery companies are highly consolidated, companies such as Evri, Royal mail, they come to my vacinity every day whether I order or not. Stoping at my place is marginal cost for them, but they receive a full delivery fee - so more efficiency for them.

A+ for the stupidest thing I've read today.

yah it is silly of me indeed. I have been with Amazon Prime since Amazon Prime started. I just got used to being valued and trusted as a consumer. I would never have thought a large company like ASOS could so quickly brand their paid-membership customer as theives. (I paid for this ASOS Premier thing, that is similar to Amazon Prime)

And if that's ASOS's phylosophy, even if I took photos, what prevent them from saying, I cut the bag, took out one shoe, taped it back and then took the photo?

I can never 100% prove myself being truthful. If a business believes that their customers are out there trying to cheat them over 100 quid, instead of investigating what has gone wrong in their delivery journey, it is really quite sad and parthetic.

Op did the delivery driver take a photo of the package in your doorway as they delivered it? A lot of the companies do that now. If so it may show the tape and perhaps even the size would indicate only 3 boxes present, before you even touched it (not rtft apols if already suggested)

Yah someone said that before and no, annoyingly, Evri took a photo of the door only and not the package itself. Thanks for the advice xx

What are you talking about? Trainers cannot fit and be uncomfortable in the same.way as any pair of shoes. I recently ordered several pairs of trainers to try on and returned. all but one pair (and I had to reorder those as the original pair in that size had a fault). One style of trainers, the tongue dug into the front on my ankle (the tongue was quick stiff with a hard piping around it). Another pair slipped when I wore them and didn't fit properly. Another pair dug into to the back of my ankle. This is normal and I've always had to try various shops/trainers before finding ones I like and fit well.

I also have to order varying sizes as depending on the shoe/brand I can be anything from a 4 to a 5.5. Shoes are never sized exactly right. There is always some variation.

Have you complained to the courier

I envy your feet!

I'm a low earner but buy quality trainers because I live on my feet, walk everywhere and have hyper mobile ankles.

Fit is so important! And nothing is standardised. I'm always 7 in Nike except for a particular edition of air force 1 where that's too small. I'm usually 8 in Adidas but they're always too wide except for that one pair that were the most comfortable ever owned. I'm 8.5 in New Balance who to their credit always fit well except for the one pair that didn't... You get my gist!! It's a minefield!

If companies genuinely want to stop returns they will provide detailed measurements inc length and width of shoes, rise of trousers, body length of swimsuits etc etc. And they'll photograph clothes on women of a variety of shapes.