[Pudada]

May have seen a couple of my posts regarding some ASOS orders I made before realising SE’ing was a thing.

Anyway, PayPal closed one in my favour due to the photo DPD provided, showed the box open in my porch.

My problem is with a different order.

I ordered for collection from Asda, next day delivery. Parcel didn’t arrive, I chased it up with ASOS, said to give it a day.
A day later than it should have, I had an email to say it was at Asda.

They sent this order in 2 separate parcels, but they told me both were there.

I went to Asda, only one was there, so I collected that one, got back on chat to ASOS, who advised they need to chase it with their carrier as no tracking was showing for it.
Another day passed, at this point I told them I don’t want it I just want a refund. ASOS said they have to wait to see where the parcel is.

Five days after the expected delivery date, I get an email to say the second parcel was at Asda. Went back on to chat to ASOS to say please initiate a return as I won’t be collecting and I want my refund ASAP.

ASOS said I can either collect and return it to them, refund processed quicker, or it will be RTS’d after a certain amount of time.

I told ASOS I won’t be collecting then returning as I’ve seen a lot online about how they are refusing refunds for parcels people have returned.

Anyway, the last day to collect this was 29th Oct, then it said it would be returned.

I opened a case with PP, gave al screenshots and all info to them, they requested more info from ASOS, reviewed it then closed the case in their favour and denied my refund!

My issue is, looking over the case, I am able to see that the tracking number ASOS have provided to PayPal for the parcel, is for the parcel I DID collect, not the one I didn’t, even though I gave the correct one to PP.

The parcel I did get, that arrived just a day late had 2 items in and the one that went AWOL for 4-5 days, had 10 items in, they’re both under the same order number, but two separate parcel numbers and one states “item wasn’t collected, will be returned and a refund will be issued”

Today, I called PayPal, they’re reviewing the case and I went on chat to ASOS again and today they confirmed the parcel is still sitting at Asda, even tho it should have been returned 30th Oct! He said they would book for it to be collected etc. but in all honestly, I feel hopeless.

The only good thing is ASOS might actually pull their finger out and refund me once they return this back to themselves but if not, what do I do?

Does anyone have anything good I can say to Paypal because this is actually a genuine return/non-collection (I already have the SE’d which was delivered to my address) I feel like I’m talking to a brick wall when I’m trying to explain to them that it’s TWO parcel numbers under one order and one literally states not collected.

I’m close to giving up with it but the crap thing is that I will be £187 out of pocket AND I don’t even have the order for it (yes I have the ‘other’ one, delivered to home address, but it would end up in me not really being ‘up’)

[mothered]

ASOS have totally messed up the consignments.

Today, I called PayPal, they’re reviewing the case

If need be, make sure you tell PayPal that you've been mislead by ASOS to the point of suffering stress and anxiety, and would like the claim settled asap by way of a refund.

[Pudada]

If need be, make sure you tell PayPal that you've been mislead by ASOS to the point of suffering stress and anxiety, and would like the claim settled asap by way of a refund.

Thanks, I’ve added that.

You think it’s worth contacting their CEO? I’m aware he’s recently resigned but surely someone will be monitoring that email address, or I could find someone else ‘high up’ who I could email?

[mothered]

You think it’s worth contacting their CEO? I’m aware he’s recently resigned but surely someone will be monitoring that email address, or I could find someone else ‘high up’ who I could email?

Request your claim be escalated to a senior level.

ASOS can be rather difficult to deal with, so be sure to be well prepared for the unexpected.

[Pudada]

Request your claim be escalated to a senior level.

ASOS can be rather difficult to deal with, so be sure to be well prepared for the unexpected.

Thanks, just waiting for PayPal to update it. I’ve also been chasing it with ASOS through chat as well 🙄

[mothered]

just waiting for PayPal to update it. I’ve also been chasing it with ASOS through chat as well 🙄

Good work.

Please keep us updated as developments unfold.

[Pudada]

Good work.

Please keep us updated as developments unfold.

They closed it again in ASOS’ favour but this time their reasoning was “a refund has already been issued” when that was issued for the next day delivery as neither of the two parcels in this order were delivered on said delivery date - it’s like speaking to a brick wall, with them.

I called PayPal again. This time a guy from their dispute/claims team advised that since I have provided proof of chats from ASOS, where they say, once the parcel is back with them, my refund will be issued - to wait it out a few days, with the case staying closed as it is, to give ASOS a chance to refund from their end.

He said, a lot of companies just flat out refuse to deal with refunds or claims if a PayPal case is open, but now this is technically ‘closed’ there’s no reason for them to not refund me, especially as I have proof from their chat stating a refund will be issued once parcel reached their warehouse.

He then went on to say, if I still get nowhere with ASOS, speak to them on chat again and if they’re refusing the refund, then get back on phone to PayPal to open the case again, with the proof of ASOS refusing the refund. As this time, PayPal will have more to go on because now, I will have proof of being told by ASOS, they will refund me, along with proof of them saying they won’t refund me, so they’re giving conflicting information to me.

He said give them until 13th, so they have time to process it. But I’m just going to wait until the Monday after cos I know if I ring on the Saturday, they’ll use the weekend as an excuse.

What I don’t understand though, is, on 3rd Nov, I was sent an email from ASOS saying my refund is being processed… but this has never been mentioned when I’ve been on chat to them? They’ve never said anything about it being processed.
Does this give me any leeway? The fact they’ve sent an email stating a refund of (amount totalling goods in disputed parcel) is being processed? - No refund has hit my account yet though.

[mothered]

Good work.

Please keep us updated as developments unfold.

They closed it again in ASOS’ favour but this time their reasoning was “a refund has already been issued” when that was issued for the next day delivery as neither of the two parcels in this order were delivered on said delivery date - it’s like speaking to a brick wall, with them.

I called PayPal again. This time a guy from their dispute/claims team advised that since I have provided proof of chats from ASOS, where they say, once the parcel is back with them, my refund will be issued - to wait it out a few days, with the case staying closed as it is, to give ASOS a chance to refund from their end.

He said, a lot of companies just flat out refuse to deal with refunds or claims if a PayPal case is open, but now this is technically ‘closed’ there’s no reason for them to not refund me, especially as I have proof from their chat stating a refund will be issued once parcel reached their warehouse.

He then went on to say, if I still get nowhere with ASOS, speak to them on chat again and if they’re refusing the refund, then get back on phone to PayPal to open the case again, with the proof of ASOS refusing the refund. As this time, PayPal will have more to go on because now, I will have proof of being told by ASOS, they will refund me, along with proof of them saying they won’t refund me, so they’re giving conflicting information to me.

He said give them until 13th, so they have time to process it. But I’m just going to wait until the Monday after cos I know if I ring on the Saturday, they’ll use the weekend as an excuse. 

What I don’t understand though, is, on 3rd Nov, I was sent an email from ASOS saying my refund is being processed… but this has never been mentioned when I’ve been on chat to them? They’ve never said anything about it being processed.
Does this give me any leeway? The fact they’ve sent an email stating a refund of (amount totalling goods in disputed parcel)  is being processed?  - No refund has hit my account yet though.

It's a complete mess - there's a lot of contradictory Information from ASOS, that needs to be addressed.

He said give them until 13th, so they have time to process it. But I’m just going to wait until the Monday after cos I know if I ring on the Saturday, they’ll use the weekend as an excuse. 

^ Do that, or perhaps contact them a few days after Monday - just to give them time to sort out this mess.

[Pudada]

^ Do that, or perhaps contact them a few days after Monday - just to give them time to sort out this mess.

Yea I’ll give it until about Wed/Thurs to give them chance to do something.
I’m the meantime I might query the refund email on chat with ASOS, to see what they have to say about this.
Unless you think I’m better off just leaving it all for a good few days?

[mothered]

Yea I’ll give it until about Wed/Thurs to give them chance to do something.
I’m the meantime I might query the refund email on chat with ASOS, to see what they have to say about this.
Unless you think I’m better off just leaving it all for a good few days?

Yes, try and get clarification from ASOS while you're waiting to contact PayPal.

They may provide Information to your benefit.