ASOS issues - YouLookFab Forum

I love the styles on ASOS but am really bugged by something that is in process. I bought a dress and it arrived with no tag on it. I sent an email right away informing them that I needed to return the dress and that there was no tag. They informed me that if the dress was in resalable condition it would be no problem. Well about 3 weeks later I got an email saying that the dress was nonreturnable and would be sent back to me. I emailed back about a zillion times explaining my dilemma. They said that I could send the dress back again. It had been awhile so I checked back and this time they said that there was makeup stains on the collar and that was why it was nonretutnable. Well, I still have not received the dress, it has been at least a month and I am not thrilled tosay the least. The big problem is that there is no one to talk to- There is no phone number. I have no idea if maybe I got lipstick on it when I tried it on- (once). I do not think anyone ever communicated to returns that the item came with no tag. Well, I am waiting on the dress and not impressed with the service. If you order from them be very careful, I suspect that it is very easy to claim that something is nonreturnable from so far away when all you have is email communication. It is not like you can bring the unworn item in.

14 years ago

MNsara

Veteran

Grrr! This sort of thing gets to me!

I have had just a couple websites that I have purchased from, only to find out there is NO way to talk to a person if you have a question, problem, etc. You send off an email and wait, and wait, and wait. Resend the email and wait, and wait, and wait!

Is there a second sort of email address that you can send to as well? Otherwise, you are at their mercy

greenglove

(website)

I did send another email to their forum and got the same reply. I will be waiting. You really are at their mercy. It kills me that I had the dress on for less than a few minutes.

Yeah - I just poked around their sites and all paths led to the same Contact Us page for their Customer Care Team. But I saw they promised 6-hour response time (somewhere)! So hopefully you can have some sort of dialogue?

CocoLion

I have a strong preference for companies that treat me well. A site recently extended the return period for me when they easily could have denied it. They are smart. Since then, I spent another $250 with them just in the past week (yes I like to shop). If they had denied me that privilege, I would most certainly NOT have spent that money so readily. I would have either stopped buying from them altogether or waited a long time to get over my disappointment.

All of the businesses I shop with get back to me within one day or sooner when I have an inquiry.

This makes me not want to even try ASOS.

Maya

That's terrible Jean. I just placed an order there and am second guessing my decision. I have heard of some questionable customer service issues on their end (sending things to the wrong address, delays of over a month, lost returns, etc).

Try making some noise about it on their Facebook page. I bet they won't be too happy to have a customer horror story on their wall.

Bummer My BF is the same way with not having a phone number to contact a real human. Drives him up a wall. I must have more patience. But a whole month to just then get the runaround?!? Maddening! I like Maya's idea of making a stink where it will get their attention.

rae

Oh, no! Did they give you a tracking number for when they sent the dress back to you? I would try to get my credit card company to remove the charge, since it's been so long -- and if you finally do get to speak with someone, take their names and (if possible) employee ID down.

catgirl

My biggest issue with ASOS is the ridiculous shipping time and the questionable tracking. I have not yet had a problem returning anything. But I would definitely be suspicious if I were you, Jean - that sounds dicey and I will wait to see what happens before ordering from them again!

ticksgirl

Active Member

This is interesting. I ordered some bangles from them and one of them was crushed when it arrived. I guess I shouldn't even bother trying to get them to replace it. I'm very sorry to hear this happened to you, Jean, but thanks for letting us know.

Deb

I definitely agree with Rae - advise your credit card company that you want to "dispute" the charge. It will force ASOS to respond.

Terrible customer service. Methinks they need an "L" somewhere in that acronym. :-O

Kari

Jean, what terrible customer service. I'm so sorry you keep getting the same response over and over again! I've never ordered from ASOS and am now not likely to do so.

Did you save the email correspondence? I'd try one more time to contact them by email, showing a record of all previous replies, and then if you end up back at square 1 I'd recommend contacting your credit card company to dispute the charges.

Based on one really nasty experience I had with a gym that I belonged to at one time, I also noticed that politely mentioning that you plan to contact the BBB to report this issue can generate a higher level of attention to your request. Just an idea.

I also like the suggestion to try reaching out through Facebook or Twitter pages if the company has them, since many retailers take their reputation through social media sites very seriously.

Angie

Fashion Stylist

Oh no! How awful, Jean. We get so spoiled with Zappos and Nordies.

I really hope that this issue gets sorted fast. FWIW, I have received really good service from ASOS regarding a gift coupon problem. I hope that you experience the same service to make up for this headache.

Isabel

Jean, this one is a tough one to crack. I am a bit of an investment geek and subscribe to some analysts sites, so I poked around. ASOS is incorporated in the U.K. and is considered an "e.business" - so one's they have very few customer service people because they are not built for that. So I tried to find a contact for a board member or a company executive - no luck. Even their investor relations contacts stinks.

You may be stuck with this. Try the credit card route, but again, the CC company is going to have to deal with a company in the UK with very few contacts.....that is not technically a bricks and mortar company. I remember when Amazon first started, it was the same thing.

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