Written on: 17/10/2013
I have had two experiences with the customer service team at ASOS and both were disastrous.
Firstly I was making a rather large order of clothes, it was about £85 and I thought adding another item bringing it to the £100 threshold would give me the bonus of free next day delivery. In the end it probably came to about £115 as my sister collard me for a new bikini. As a student I added in my ID to get 10% off and then tried to get the free next day delivery advertised all over the website.
This is where I first came unstuck, only one promotional code can be entered. I thought it would be a simple process to contact the company to double check this and see if there was a way of ensuring both discounts as I was still spending a fair amount of money.
I contacted them on facebook, twitter, email every possible option I used and they were so slow in getting back to me that I missed the 9pm deadline for next day delivery.
They finally got back and I explained that I had been waiting for their help for over 2 hours and they basically said sorry and you can't have more than one discount code on an order, but if you want next day delivery you should pay the annual fee instead. Bit late now.
I decided to boycott ASOS for a while as they weren't very helpful and was going to carry on until I received an email about a 'online game' they were organising at my university on Sunday. I registered and found it had altered my gender from male to female...meaning if I won anything I would win male prizes. I tried to alter this myself and couldn't and so once again I contacted them on twitter on the Monday. They quickly replied that they would look in to the matter without requiring any further information from me.
They hadn't got back to me within 4 hours so I contacted them again...still looking up the information they said. Surely changing a gender wasn't that difficult... they could have has easily deleted my account so I could attempt again?
So I waited patiently for a reply.
I finally received one Wednesday afternoon, 'that's sorted'...unfortunately the competition had closed by then and as I was waiting for their reply couldn't participate.
They are so slow and almost don't care that you are a loyal customer. It is difficult to find other online shops with the same variety and prices but I think I would rather pay more and get some decent help than put of with asos.