the worst internet shopping experience I've ever had

★★☆☆☆
2.2 / 5
33.2% of users recommend this
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yeux's review of ASOS - www.asos.com

★☆☆☆☆

“the worst internet shopping experience I've ever had”

Written on: 08/02/2014 by yeux (1 review written)

I still am struggling to believe that ASOS are so respected as an internet retailer. I have only used them this once and will never do so again. I am in the middle of the most unbelievable experience of buying a barbour coat from them. After trying several times to buy a barbour (that is sold out elsewhere)and being faced with the same experience as the previous reviewer-my basket continuously emptying, I managed to place an order. It qualified for next day delivery and I expected it to be sent the following day. No confirmation email arrived and it was only after I sent a query email several hours later that I received a patronizing reply and a confirmation email (the web site was saying that next day delivery had been cancelled and to add two days to any confirmatory delivery email delivery date- but this weirdly did not seem to affect my order. The coat was delivered the next day. When I opened the parcel I realised that they had sent the wrong coat! I emailed them immediately to say that the coat they were advertising as a troop park was actually a Brighton parka and the labels on the coat said as much (the photo is a brighton parka and the listing says vintage troop parka). I asked them to send me a new delivery note which describes what they have sold me- no answer from them (except a cheery jarring 'we have got your email' notification) and I sent the email 24 hours ago. Therefore, if I seek any after sales or guarantee support- I have a completely different coat to that which is described on the order emails and delivery note. ASOS don't even have the Brighton Parka listed on their website. I have been shocked from start to finish about the appalling customer service; frustrating website functioning and breathtaking lack of care about how items are mis-labelled. And this is an authourised barbour retailer????

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Asos.com's Response to yeux's Review

Written on: 10/02/2014

Hey,

I'm really sorry to hear that you've had such trouble getting the jacket you wanted.

Sadly, we have some technical hiccups last week which caused a delay to our confirmation emails and deliveries, we're sorry that you seem to have been caught up in this.

I'd love to get the mix up with your jacket sorted, it sounds like we need our warehouse to check the stock.

I'd be happy to help in trying to get the right jacket out for you, and turning this situation around for you.

Can you send us a private message on Facebook on our ASOS page or a tweet on Twitter at @ASOS_HeretoHelp? If social media isn't your email, you can get in touch by email using the 'Ask a Question' button on our Help pages on site.

ASOS Kym

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Yeux's reply to Asos.com's Comment

Written on: 10/02/2014

Kim,
I have emailed again today about this. Maybe check your existing in box?

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Asos.com's reply to Yeux's Comment

Written on: 13/02/2014

Hey Yeux, we're crazy busy at the mo so sorry it's taken so long to get back to you. If you haven't heard back from us yet, let me know your full name or email address and I'll get on the case for you right away. ASOS Chantelle

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