Loss of order compounded by refusal to refund

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Guest's review of ASOS - www.asos.com


“Loss of order compounded by refusal to refund”

Written on: 03/05/2013

A month ago, I ordered an item from Asos, asking for it to be delivered to a local store. There follows a long story of incompetence or worse. It's longer than this but includes:
* a text told me that the item was at the store. It wasn't.
* several emails later, I was told that the item would be at the store the next day. It wasn't.
* on 5 occasions, the system reported failed delivery attempts. I'm guessing that this was to my home address (because the store was open). I was at home on most, if not all of these occasions.
* a couple of phone calls later, I was told that the item would be at the store in 3 days, but would receive a confirmatory phone call,
* I didn't. Instead the tracking system claimed that the item was being returned to Asos. Asos said that I had to wait 10 working days for a refund.
* the tracking system then said that the item left the Glasgow depot one evening, arrived at the National Hub 5 hours later, then was back at the Glasgow depot 5 hours later.
* one further failed delivery attempt (again when the store was open and I was at home)
* the last tracking entry states "Returned to Asos"

And so I wait 10 working days before I ask for a refund. I am told that Yodel delivered the item on the day when the tracking system states the item was returned to Asos(now 8 days ago); the item must be with a neighbour or in a safe place, such as by the bins; am I sure that the address of the shop is correct?

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Annoyedasoscustomer's Comment

Written on: 04/05/2013

Finally Asos have agreed to issue a refund.

But I still think that they should be dealing with these issues:
- it was pretty apparent to me that the order was lost or stolen from an early stage - why didn't they want to investigate?
- the ConnectPlus tracking record was a tissue of lies and someone was having a laff at my/Asos's expense. What sort of computer system allows these random entries to be made? In a former life, I was an analyst programmer and you would ensure that the correct bar codes had to be scanned at all stages.
- the Asos customer service people made statements not supported by the tracking records or other evidence. They were ever so keen to sympathize with me and ever so eager to encourage me to get back to them but not to actually deal with the matter. What sort of pressures are they under?

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