Shocking customer service & returns take half a month

2.2 / 5
32% of users recommend this
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beccalucy's review of ASOS -


“Shocking customer service and returns take half a month”

Written on: 11/10/2013 by beccalucy (1 review written)

I have been an ASOS customer since 2008 and have spent a great amount of money. However it is only this month I have made use of their 'free returns'.

I returned one of my parcels using the Collect+ service which delivered the parcel promptly to ASOS but I was told by the customer service it can take another 10 days to process the return and another 2-3 to see the money back in your account... so half a month in total! This is totally unacceptable in this day and age. I was notified by the customer services (very nonchalant and almost rude) that ASOS do not send out emails when they had received the parcel.. Clearly poor communication between the company and its 'valued' customers.

On another occasion I was sent the completely incorrect item and the lady I spoke to told me she had left a note by my account.. Which in turn I found out was lies. I contacted them again regarding my first parcel and raised this issue about receiving the incorrect item and they told me that there was no information by my account!

The customer service advisors have no empathy, I work in retail so I know what it's like but they could at least pretend that they care!!! I could also hear laughter and noise in the background while making these calls. It's just rude! I finally managed to get my money back on one parcel but after calling and calling. AVOID at all costs.

  • £100+

    Goods purchased & cost

  • On time


  • Customer Service

  • Quality of website

  • Value For Money's Response to beccalucy's Review

Written on: 12/10/2013

Hey, I'm really sorry to hear that you've had a bad experience with our Collect+ returns service. We do send emails once a return reaches us, again I am sorry for any confusion caused here. I'm happy to hear that you've now received the refund however. In future should you wish to contact us you can do so on our site or via facebook or twitter. Thanks, ASOS Nicola

Reply to this comment's Response to beccalucy's Review

Written on: 13/10/2013

Hey Beccalucy,

I'm so sorry to hear about your recent troubles with your returns and the incorrect item you received. I can totally understand how disappointed you must've been with this. I'd also like to apologize for the level of customer service you received throughout these 2 issues, I agree, this is not acceptable and I'm sorry you had to endure this.

I'd like to try and make it up to you, if you could get in touch via our Facebook or Twitter @ASOS_HeretoHelp, all you need to do is mention this review. I'd be more then happy to chat with you about this.

All the best


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