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“Great Site, Terrible Customer Service.”

written by JensenKeller on 19/12/2015

Bought a Religion suit jacket that looked on the site to be of high quality with a price tag to match. The listing noted that the model wearing the jacket had very similar dimensions to myself. Not the case. Jacket was comically small, and the quality a miss (practically transparent). I was forced to return on my own dime - $40. I bought a new jacket in a larger size while my return was in the post. I did receive a refund for the original item, but when the new jacket arrived I was greeted with a $100 customs/tax charge (35% the cost of the jacket). I refused the item and returned to sender directly at the post. I informed ASOS of the situation, namely the unpredictability of customs charges (as one package was charged and the other not). I wasn't looking for anything beyond some understanding and a definitive answer that I'd receive a refund once the package made it back to ASOS. The response I got from the customer "care" specialist was canned and dismissive. Up to that point I had ordered several items with no issues to speak of. Based on that lone interaction, I'm out. Was able to find something of higher quality and fit at my local Zara, in the end.