Customer Care is pretty much nonexistent!

★★☆☆☆
2.2 / 5
33% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

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

★☆☆☆☆

“Customer Care is pretty much nonexistent!”

Written on: 26/05/2014 by Yenamarre (1 review written)

I tried to reach them via their contact us link and by writing a message that would explain why I'm reaching them. Suprise! Their system wouldn't let me send my detailed message.Here's what shows up when I tried to send: Not enough contact info given in order to create the incident. It isn't the first time I ordered from them. Usually they reach you when everything works alright. So I tried to use their email address care@asos.com, but again it wouldn't work. I even tried to call them. Finally, I had to create a stupid Twitter account to reach them. I tried to post my message 140 characters allowed. When they reached me, I felt like it was an automatic response. They haven't even started discussing my problem. They prefered to tweet about DM. I'm from Canada and at this point I don't think it's worth it to buy from Asos. It's either hit or miss. I don't know why they invest in Twitter and Facebook for Cx care when they could fix their Contact Us problem and even add a Live chat (tried that too, doesn't exist).

  • Goods purchased & cost

  • Still waiting

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Visit asos.com

Asos.com's Response to Yenamarre's Review

Written on: 27/05/2014


Hey, I'm sorry to hear about the troubles and hassle that you've had with us. To contact us via our site, you need to go to our help page at the bottom. From there you'll find the 'Ask a question' button. This is where you'll be able to contact us. When contacting us from there you'll need to enter in all of the information available to help us help you. If not enough is provided you'll need to pop onto your account and pass it over to us. Our email address is no longer in use. This was deactivated when the 'Help' section was introduced. Also, we do not have a public contact number. Though you can contact us on our Facebook page and by sending a direct message (DM) to us on Twitter. If you could stay on Twitter and direct message your information over to us we'll be able to help you out right away and make this issue a thing of the past. I'm sorry that you haven't been able to contact us, but please do try again. ASOS Scott

Reply to this comment

Yenamarre's reply to Asos.com's Comment

Written on: 28/05/2014

Thanks! I was able to send my message on Internet Explorer. I don't understand why I couldn't do it on Google Chrome which is my default browser. It took me a lot of time to figure that my effort to send a detailed message wouldn't work via the used browser. You guys need to check that up! Hopefully, everything will get resolved soon, but in terms of Twitter, I just thought it was stupid that I had to reach you via that thing. We can only use 140 which is silly when you have a serious issue. Keep that in mind. I really do think you guys should have a live chat section.

Reply to this comment

Asos.com's reply to Yenamarre's Comment

Written on: 30/05/2014

Thanks a bunch for the further feedback Yenamarre. We're not having any tech issues on our site with any browsers. If this happens again or if you face any sort of issue at all it'll be worth clearing your browser history and deleting your cookies. This should help. The reason we use Twitter is because of the fact that it's a massive platform that is used by everyone and is a great way to connect with our customers. You can only send 140 characters at once. But we will ask you to direct message us at @ASOS_HereToHelp. From there you can send us over as many messages as you need to get your point across. ASOS Scott

Reply to this comment

Yenamarre's reply to Asos.com's Comment

Written on: 30/05/2014

Anyway, Thanks Scott... I think the best option would be to get back to the roots: spend less at Asos. For me, it seems like it's the perfect formula, but I know you guys work hard noneless to provide support to us customers. I guess when we encounter a difficulty, we want technical aid right away.

Reply to this comment

Asos.com's reply to Yenamarre's Comment

Written on: 30/05/2014

I really appreciate that Yenamarre. And thank you for the lovely words. I hope we can show you that we're not all bad. Parcels rarely go missing. This was just a rare occurrence for us. Sorry that you had to be the one to experience it. Have a lovely week. ASOS Scott

Reply to this comment
Report this review
asos.com