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★★☆☆☆

“Service has gone downhill recently...”

Written on: 12/09/2013 by LynseyLoo (1 review written)

I'm a long time customer of ASOS and just recently have noticed that the speed of deliveries and refunds has gone down significantly - I understand that you might be busy but it's not really an excuse for a decline in standards.

I used a promo code to get a 15% discount on my large order of well over £200, which left the total still standing at around £225... but because I had used one promo code I couldn't enter another to receive the free next day delivery service. Not impressive - when I'm spending that much on my order I'm wary of spending another £6 for a quick delivery. For comparison: I placed a smaller order a couple of days later with a popular online surf store, received a 15% discount with a promo code AND their system automatically recognised that I should qualify for free next day delivery (with DPD who are a far more reliable courier than MyHermes, in my experience). My delivery from that company arrived the next day whereas I had to wait a week for the ASOS delivery.

The last time I returned items to ASOS it again took nearly a week after they had been delivered to their warehouse (tracked on Collect+) for my refund to be issued.

ASOS needs to be investing less in the over-familiar, fluffy customer service and more on practical stuff like getting items to customers and issuing refunds as quickly as possible.

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