Where can I complain about ASOS? - HotUKDeals
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Where can I complain about ASOS?

Mavi Avatar
6y, 6m agoPosted 6 years, 6 months ago
I'm tired of ping ponging emails (so far 25!). They had arranged collection twice but failed and everytime I send email different people answers and they dont even bother to read the previous email to find out what the problem was! Sooo frustrating! I just want either my money back or send me the working! GHD.

I'm seriously considering making an offical complain but I dont know where to. If any of you know please let me know. I'm also planing on sending an email to watch dog.

Thank you in advance.
Mavi
Other Links From ASOS:
Mavi Avatar
6y, 6m agoPosted 6 years, 6 months ago
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(21) Jump to unreadPost a comment
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#1
try their own forums or twitter/facebook account
#2
I have! But I dont think they will publish it.

boothy
try their own forums or twitter/facebook account
#3
I've had a few problems with them before (mind you, I've made almost 40 orders just this year alone so it's not like complaints are normal!) and they're very hesitant to speak to you on the phone for some reason! Use their "life" forum, they always respond on there and normally resolve the issue really quickly.
#4
I have done that already. Will see what they will say if they ever. Isnt there any body or bodies that I can complain about them? I'm thinking of watch dog.
banned#5
get a refund from your card company, a chargeback, if the company wont supply its services and you have paid, thats the way I do it
#6
I used to use Asos fairly regularly but aprox 1 in 4 orders raised an issue, such as not arriving, or parts missing.

My main gripe with them was when I used one of the diet coke £5 off £20 spends. I had to send an item back, foolishly I did not read T&C's so did not realise the £5 item would receive no refund at all!! If I had been able to ask for an exchange for correct size I would have received a replacement but it was out of stock and so I was £5 out of luck!! I contacted them to ask for a replacement item of lower value (£3) but was pretty much told tough! I was not allowed a credit to account, exchange or discount voucher, so I told them to close my account and now don't use them. Most, in fact all other reputable internet companies I have used will offer a small goodwill gesture in situations where you are unhappy with their service. Asos don't seem to mind losing customers!
#7
jubbyme
get a refund from your card company, a chargeback, if the company wont supply its services and you have paid, thats the way I do it


I was going to write that but couldn't remember the term for it. Thanks for reminding me. I have had to use it in the past myself. So easy to do.
suspended#8
Mavi
I have done that already. Will see what they will say if they ever. Isnt there any body or bodies that I can complain about them? I'm thinking of watch dog.


where is watchdog going to get u? they will probably give u advise on who to contact

but perhaps try trading standards and get them involved, if all else fails pick up the phone and just ask for a manager.

card company is a good idea, u'll have more luck if u paid via a credit card though :)

good luck!
#9
I paid the item in jan this year. I'm returning the item as its not working properly! I told them either return my money back or send me a working one. And this is the 3rd week I'm trying to send the item i mean them to collect the item. They arranged collection with HDNL but they have failed to do so and arranged again for today but no sign of them! and I have stucked at home waiting for them to come!

So do you think I can ask my bank to get my money back. I have paid with my debit card.
#10
Kirajai
where is watchdog going to get u? they will probably give u advise on who to contact

but perhaps try trading standards and get them involved, if all else fails pick up the phone and just ask for a manager.

card company is a good idea, u'll have more luck if u paid via a credit card though :)

good luck!


I was trying to find OP a telephone number on the site but doesn't appear to be one!
#11
Someone on their web site complain about them also and she said they kept her on the line for 1 hour! and when they answer they didint say much. She says they are trying to avoid talking on the phone. I guess its because the phone conversations are recorded and customers can use it against them or something.

Kirajai
where is watchdog going to get u? they will probably give u advise on who to contact

but perhaps try trading standards and get them involved, if all else fails pick up the phone and just ask for a manager.

card company is a good idea, u'll have more luck if u paid via a credit card though :)

good luck!
suspended#12
try this number

020 7240 7070

Well they record telephone calls to resolve complaints, and training. Worth a shot, unless u try u never know.

I used to work in a call centre, sometimes u do get complete twit on the phone and sometimes u get someone really helpful. Good luck :)

But a tip is not to get too pee'd off.. i know its hard, but the harder u come down on someone then the more difficult and less bothered they want to help. Best to persuasive and reasonable, just remember as a general rule is that they don't hang up on u heh
#13
Yeah the customer service is really bad, they will take out your brain for sure. Will never come back to this store.

They doesn't care that customer was waiting for refund more than 20 days, and each time answers was coming with different names, one guy told me just wait for refund, and another guy was saying that they don't even charged me.


Just for understanding this situation(Email's) (Starts from bottom):


Hello Elman,

Thanks for your email.
For us to investigate this matter further for you as you believe you have been charged for this order, please may I kindly ask for you to fax us a copy of your bank statement to show this shown amount was taken.
We would need you to black out/ remove any personal information so it is not visible to the eye, this information would be things such as the account number, expiry date etc.
The only information we need to see is where it shows the amount debited, you can fax this information to 01442 835850. Please ensure it has your name and order number on printed clearly with the document.
I hope this helps and I will look forward to hearing from you shortly.

All the best,

Emily


David,

Are you serious? I'm using GSM banking, and I have even SMS, and there is some information about this transaction. Please return to me my money, almost 20 days I was waiting, and now you're saying that ASOS didn't charged me?

Really disappointing situation, was not expecting that :(((

INFORMATION ABOUT TRANSACTION:
Date: 21.04.11
Time: 00:35
Name: ASOS>Lond
Amount: 68.13
Status: Approved

Please, look at my case more carefully. Also attached a snap of mobile screen with opened SMS body.

I Just don't understand...why the customers are not so valuable for ASOS, a lot of us, are very loyal to this store.

Hello Elman,
Thank you for your email.
As my colleague has said we have not debited your card as the order was cancelled before the transaction was completed. I would advise that you contact your card provider who should be able to help you with this.
If you have any queries in the meantime please let me know.
All the best,

David

Hello Jasmin,

Thank you for reply, but I don't see this amount of money in my account, and today is 10.05.11

Hello Elman,
Thank you for your e-mail.
I am pleased to advise that we have not and will not be debiting any money from your account for this order.
When an order is submitted, ASOS obtain authorisation from your card issuer to debit your account. However, the funds are only reserved for us as we do not debit the account until the order is sent to our Warehouse for dispatch.
As your order has since been cancelled we have communicated to your card issuer that we will not be proceeding with the transactions, so the funds will be made available to you again. Please note that this may take up to 10 working days from the date of the cancellation. This timeframe is dictated by your bank or card issuer and is outside of our control.
As we have not debited your account you will not see a transaction on your bank statement.
Please be advised the funds should be released back into your account by 10.05.11.
Should you have any further queries regarding the authorisation please refer to your card issuer, however if there is anything else I can help you with please let me know.
All the best,

Jasmine

Hello,

Sorry, but when I will receive my money? 15 days waiting, and nothing, that's impossible to wait more than 20 days just to see money in account.

Or this just a joke? Now I'm thinking that I'll never buy something from your store, and for sure in ASOS community I will explain about this situation to everybody.

This is not a refund, this just a noodles on my ears.

Thank you :)

Hello Elman,
Thanks for your email.
As you were refunded on 20/04/11 your funds will be available in 10 working days- which is 10/05/11. Please allow until this time for the refund to be processed.
If you have any queries in the meantime please let me know.
All the best,

Emily

Hello :)

Already passed 8 days, and I don't see money in my account.

Best regards,
Elman

Hello Elman,
Thank you for your email,
I am happy to advise you that your have been refunded on the 20/04/11.
Please allow 10 working days for the funds to show in your account.
If I can help you with anything else please don't hesitate to ask
All the best,

Hayley

Dear Trudy,

Thank you very much for that news :) And how many days will take chargeback?

Kind wishes,
Elman

Hello Elman,
Thank you for your email.
I can advise that your order has been cancelled successfully.
If there is anything else I can help with please let me know.

All the best,

Trudy

To: [email protected]
Subject: Re: Ukraine: Shopping: I want to change or cancel a recent Order [#6447163]

There was a cancel button, and I submitted to cancel my order. So will wait for news.

Please be more patient to your customers, you answer was like robot's answer.

Thank you :)
#14
Hi Guys!
This post is a little delay but I am currently having a nightmare trying to get £280 refund back and getting nowhere with the email method 'Customer Service Team' - I have found this number 02077561000 this goes through to the switchboard which may be of help. I shall be calling them on Monday when they are open, I wont stop until I get my money back. The service I have received from this is shocking!
#15
Hi Guys,

Just had my first 'run in' with ASOS after many years of happy service..Bought a jumpsuit, happy with cost/fir etc, only to see on the label it has been previously sold in a store with 2 labels over the original price, knocking it down to 15 euros (I paid significantly higher in £ for it!). I emailed them with an offer to send a photograph and asked that they should firstly offer me the price difference, and also tell their customers that some of their products have been for sale elsewhere (at a lower price). Have begun email tennis now, with bog standard cut and paste replies about 'sale prices/overnight reductions' point missed completely, and not personalised in anyway to me as a customer.

If I wanted to shop for ex sale stock, I'd go to TK Maxx! :)
#16
Wow, Asos customer service is a joke! I've been trying for days now to get someone to sort an incorrect refund. I sent them 2 items enclosed in one box both in the exact same condition and packaging, yet they only refunded me for one item. Trying to get through to them is useless as they provide no contact number, instead I'm sending emails/messages that are getting either no answer or just the same automated response that offer me no help at all! Really? Appalling service, I won't be ordering anything from them again.
#17
I had problems with getting a refund for a returned item in Sept and after many useless emails i was advised by someone on a forum to get in touch on their Twitter page. They were very helpful and my query was resolved within 10 minutes, as you are dealing with a real person in front of thousands of online users.
#18
Do not use them. Asos fob you off and cock your orders up regularly. I am applying for reimbursement of all my calls about my order still not arriving after 9 days. Should have been a 2 day order. First they said it had been delivered to someone else then it had never been delivered. Very dodgy firm indeed.
#19
I am in the same situation. No one cares, I am so frustrated that posted on Twitter and Facebook. I know this post is old but I am trying every way to get an answer and make a formal complaint to get a reply. The operator just hang up the phone on me, and did not reply any of my queries. The collection done was a nightmare, one of 4 items has been refunded, the collection men left one of the receipts. I NEED HELP! Who can we contact to get answers?
#20
6 items ave looked at from dresses to shoes out of stock !a wont b ordering frm ur company again.
#21
My flat mate (we live in London and I already have an ASOS account) opened an account with ASOS and used a gift voucher which was mine but which I had allowed him to use as part payment for his purchases. The order went through and then was cancelled, with ASOS demanding bank account statements and a copy of his passport.

This also left the payment he made (£300) as a pending deduction from his cleared funds in his bank account, which can take up to 10 days to be returned.

He refused to send the requested documentation as it is very intrusive and he has not asked for any kind of credit account or store account.

ASOS then informed him be email that his account had been cancelled and they will never accept an order from him in future - this is a business decision and cannot be overturned.

Out of loyalty for my friend I have asked them to refund the gift voucher and close my account as I do not wish to shop with an organisation that can discriminate with no valid reason and disrespect the loyalty of its customers.

You heard it here first folks - they don't want your custom - they don't want your money - and they don't have to explain why!

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