I would give 0 stars if I could

ASOS Reviews - asos.com
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Realexperience's review of ASOS Reviews - asos.com

“I would give 0 stars if I could”

★☆☆☆☆

written by Realexperience on 05/07/2017

If I could give no stars I would. Ordered a dress for my daughters prom, delivery was great arrived next day like I had payed for, opened the parcel all excited to see what it was going to look like for my daughter only to find it was completely the wrong dress, wrong colour, size and nothing like I had ordered. Emailed, messengered and tried to call to resolve the matter quickly. Had no response for ages. Finally got an email back apologising and saying that they would send me the correct dress out and refund the postage costs (great I thought it will be sorted) this was on the Friday. Monday came and I had not been updated in the correct dress being sent out so I emailed again (at this time the dress was still in stock) by Tuesday no response so I emailed again. I then checked online to make sure the dress was still in shock and surprise surprise they had completely sold out. I finally got an email back after again emailing my concerns. They told me that that morning they had gone to pack the dress and realised it was out of stock even though they had told me they had sorted the correct dress on the Friday to be delivered to me. Now I have no dress and no money to order a new one as they are telling me it can take 10 days before they can confirm the returned dress is back and 5 more days for the money to be refunded, that's 15 days, my daughters prom is in 10 days and I do not have more funds for a second dress, iv told them this but they do not care. I have sent proof of postage and that should be enough for them to issue my refund. I have been emailing back and fourth and never have the same person reply and they all say different things, they are in competent and unprofessional and I have never experienced such an awful customer service. Asos was once a great company but has seriously gone down hill. I will never use them again. I don't usualy post reviews but I felt I needed to warn others. I'm now stuck and have no idea what to do. All they keep saying is order a second dress, I tried to explain to them that not everyone has an endless pot of money. I had to save for my daughters prom dress and she was so excited,now she is heartbroken and I feel helpless. I have posted on other sites to in order to reach as many people as possible

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Asos.com's Response to Realexperience's Review

Written on: 06/07/2017

Hi there, I'm very sorry to hear about the trouble you've had with your order, we pride ourselves on providing the best possible shopping experience and I can only apologise on this occasion that isn't what you received. As we're an online based company we're not set up to receive large volumes of calls so ask our customers to get in touch via our Facebook page, our Twitter help page, our email team or our live chat feature. Our customer care team are dedicated to helping our customers 24/7 with any queries they may have so please get back in touch via one of the social platforms I've mentioned above and either myself or a fellow ASOSer will be more than happy to get this resolved for you ASOS Asim

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Realexperience's reply to Asos.com's Comment

Written on: 07/07/2017

As stated above I used all contact avenues, your response time was not good enough and even when I did get a response it was of a different person each time and each one just repeated what the other had said. The fault was on your side yet iv been made to feel like I'm the one in the wrong here. I was told that you had sorted the problem as stated above only to find that I had been lied to days later. You say you pride yourselves on giving the best shopping experience well in that case you had better all go back to square 1 and repeat your customer service training as this has been the worst shopping experience I have ever received and I use a lot of on line company's. I have asked for a call back and was eventually told I would receive one and yet again this has not happened. There is nothing that you can say that is going to make me want to shop with you again. I am looking at 15 days to receive a refund, so I'm looking at nearly a month after the order date until I get MY money back, this is a discrace, you really need to rethink your policy's if you want to keep returning customers because after all if it wasn't for them you would not have a company at all, you need to remember that.

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Asos.com's reply to Realexperience's Comment

Written on: 09/07/2017

Thanks for your reply. For you to have your query responded to we work here 24/7 so this means you will receive different people replying. I'm sorry your query has not been resolved just yet, if you can get back in touch via Twitter, Facebook or our help an contact page we can get this sorted for you. I can confirm we advise to allow 10 working days for refunds to hit the bank. I'm sorry you never received your call back if you do get back in touch we can get this arranged for you. ASOS Zoe

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