Written on: 20/12/2013
Below is an overview of my experience I posted onto ASOS facebook page today. They clearly don't wish to address complaints publicly as they've deleted the post twice now and also my subsequent post asking why they're deleting them! Make you're own minds up with this behavior and see if any of the following resonates with your own experience of dealing with their business.
Think twice before ordering anything from this company. Over the past 18 months I’ve had numerous complaints escalated within the business, resulting in close to a £1,000 in compensation in the form of goods and services being paid out. Fortunately I’ve keep all communications to counter any dispute of the facts.
The main issues are with NON delivery of orders, time wasted waiting in, time wasted chasing ASOS for updates (they never address the mistake, instead trying to deflect the complaint), qualification of free next day delivery (the qualification is rarely honoured as they apparently have IT issues they’ve known about for over 12 months) and also deliveries which go missing, when they say they’ve been delivered.
My recent experience in the past 24 hours is a NON delivery; their courier Hermes tracking states the package was delivered to my letterbox at 10.19 yesterday. No it wasn’t as we were at home and no one delivered anything, or knocked, or left a card! ASOS’s stock response; it’s my responsibility to check safe places and also knock on all of my neighbours doors to see if they have it. They don’t and between ASOS and their courier, they’ve lied about the delivery! I replied to ASOS and they thought it best to be funny, so instead of replying with a resolution, they copied my message and sent it back to me. Very strange behaviour, they’ve taken this approach more than once!
The irony in this latest complaint is part of the order has been paid for with a gift voucher provided by ASOS because of the last issue taken up with them. Be warned when they have a sale, if you spend more than £100 their system clearly states you’ve qualified for free next day delivery, yet when you apply the code for free next day delivery as well as the sale code, one cancels the other out. ASOS’s response to this, is this is clear on the help page, you’re not allowed to use 2 codes together. Well, it should be clear on the ordering page, instead, they advertise the sale code and also state you’ve qualified for the delivery as well, very misleading business practices!
Based on the amount of complaints about this company on the internet – See review centre give them a 2 star rating for similar issues from over a 1000 customer reviews Reviewcentre.com/reviews34539.html In regard to the amount of complaints on this facebook site, they clearly prefer to take the complaints off line straight away when they bother to respond, let’s see if they leave this visible to the public!
I suspect based on the interaction and touch points with this business, they either employ a lot of interns to deal with the public and have a cut and paste business policy, or just very low waged and unenthusiastic staff.
Perhaps an ASOS Facebook Review Page should be set up to give their customers (good and bad) a voice!