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“Horrible customer service & refund/exchange policy”

Written on: 19/02/2014

My only wish is that I have read those reviews before I spend my money on ASOS, here is my story:

I made my first purchase couple weeks ago for an order over $150 with a $25 off coupon. Turns out the pant ($53.71) won’t fit me, since they do not offer exchange in the US, I have to return it and make another purchase separately.

ASOS received my return merchandise but ONLY credit me $28.71 back because they auto-deducted the $25 coupon that I used for my first order even though it is technically an exchange, not a refund.

I decided to email the customer service at ASOS since there is no phone number you can call from US. After couple of days waiting, I contacted them via facebook. A rep emailed me back but insist there will be no refund on $25 because they do not offer exchanges outside the UK therefore all returns will be treated as refund MINUS the coupon if the new total does not qualify the original offer (even though my second replacement order actually is more than the first order without using any coupons).


It’s an extremely unfair situation and bad business practice. They rather lose a forever customer than credit me back $25, no wonder they’ve earned so many bad reviews already.

Buyer Beware!

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