Extremely Poor Customer Service And Delivery.

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2.2 / 5
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  • Customer Service

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

★★☆☆☆

“Extremely Poor Customer Service And Delivery.”

Written on: 09/05/2013

This company frequently appears in the financial sections of the media proudly announcing their quarterly returns which are being boosted by ever increasing sales and making the `Fat Cat`directors and shareholders even more wealthy.However, spare a thought for the consumers who are providing the cash for these individuals,because they are the ones who suffer,as a result of gross mismanagement and complete incompetence by this company, in not honoring their promises and running a third world delivery service.I recently ordered a number of goods having been promised they would arrive in a timely manner on specified dates,but on three occassions the clothes did not turn up on the days confirmed.Two other orders contained the wrong size items. Talking to customer service either by telephone or mail via their internal email system, just goes unheeded and they promise to either call back or advise on outstanding issues,but of course that does not happen,although you might just get some moronic robotic reply which does absoloutley nothing to appease or resolve the problem and sheer frustration.I have five outstanding and unanswered emails and two promise call backs.Asos should take a serious look at the way in which they are treating customers in this cavalier manner and seriously improve both their delivery and customer services, otherwise they will just continue to loose more customers like myself and the hoards of others who post complaints on line.Back to buying in shops,where you can feel, touch,try and receive real customer service.

  • Goods purchased & cost

  • Up to a week late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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Asosjulia's Comment

Written on: 10/05/2013

Hi, I'm really sorry to hear about this. Please copy your post into a quick email with the order number at care@asos.com with "Review Centre" as the subject. Alternatively you can tweet us or send us a message on Facebook. I really look forward to hearing from you and getting this sorted out. ASOS Julia

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Asos.com's Comment

Written on: 10/05/2013

Hi I'm really saddened to hear this feedback. I completely take on board what you are saying and I profusely apologise that you have been left feeling this way. I'd really like to get things looked in to for you, and to hopefully turn around your experience. I realise it's frustrating having to wait a little longer than expected with International orders and I'm also sorry about the incorrect items you have received. If you could please contact 'care@asos.com' and put the subject as 'Review Centre', I'd really appreciate it. Thanks for reading, and I look forward to hearing from you. ASOS David

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Maugham's Comment

Written on: 11/05/2013

Thank you for your reply.Actually my order was a UK delivery in central London.Looking at the majority of complaints on this and other web sites,they relate to that which I eluded to in my statement-primarily connected to poor delivery and communication.I appreciate your offer to help,but I think we all know that once you people correct delivery problems,which I imagine stems from the subcontractors used by the main courier company, then problems such as mine will be overcome.If I order any more merchandise I will use your pay/next day service which I previously found excellent and totally reliable.As regards `customer support` surley the answer would be to instigate a central non premium line contact centre,or customer call back as per the Amazon system.Nothing in my opinion alienates a customer more than the inability to get a response,so rather than hiding behind an email only shield and no contact point, you introduce this facility.In praise of Asos I think your free pay and return service is comendable.

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