Written on: 09/08/2012
I ordered a dress for a wedding... there was a hole in the middle of the dress right down the front...the fabric was awful, I could blow through it. I had used a now terminated bank account when I originally bought the order and the first member of staff told me that in this case they would send me a replacement dress. That was fine, I let the 5 euro I spend on returns postage go. Then I received an e-mail from a different member of the team saying a replacement was not an option and they would issue a return to my (terminated) bank account. I reiterated in several e-mails to several members of staff that the account was in Spain and as I am now back living in Ireland, it's terminated and I have no access to it. Still the insisted on sending the money and asked that I "kindly wait 8-10 days before claiming not to have received my refund". I did this (knowing I wasn't getting the money) and e-mailed them again. They asked for proof from Spain that the account was gone. I sent it to them. They then asked that I contact my bank as the funds had been lodged into my account. So here I am, four months on, after the wedding, no dress, no refund and I'm going back and fourth on the phone being passed through to several Spanish bank staff using Google translate to communicate. This is all thanks to the ASOS staff and their lack of ability to listen and recognize that when a bank account is closed .... you don't try to transfer money to it! I will never use this service again, which is a pity because the clothes look beautiful. However, I'm not taking the risk. I'd say it has cost me more in phone bills than the actual price of the dress!
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