• 3 year old account
  
• 12 legitimate orders and a couple of returns for genuine reasons
  
• Used DNA
  
• Order value of £250
  

(03-28-2023, 08:20 PM)Lupin Wrote: Here's some context before I delve into the details

• 3 year old account
  
• 12 legitimate orders and a couple of returns for genuine reasons
  
• Used DNA
  
• Order value of £250
  

I placed the order at the beginning of February and now it's almost April, I've been in contact with their support team various times which has amounted to hours of my time, three investigations with the courier have been launched with the conclusion that they won't provide me with a refund because they have a parcel of the photo inside my porch and the GPS tracking shows the courier outside my house. I wasn't visible in the photo and no signature was provided.

I've repeatedly stated that I haven't received the parcel and that the delivery should've been signed for because of the value, one manager provided me with a partial refund of £50 yet they won't refund me the full amount. A member of their escalations team (highest point of contact within ASOS customer care) has told me that I won't be receiving the rest of my refund as "the proof of delivery image and GPS at the time of delivery are compliant with previous deliveries to this address" - this is just bullshit because I use to have my ASOS parcels delivered to my neighbour and this is the first time using my actual address.

Has anyone else had this sort of experience with ASOS? It just seems like they don't give a fuck about their customers at all, genuine or not.

(03-28-2023, 08:53 PM)Mong500n Wrote:

(03-28-2023, 08:20 PM)Lupin Wrote: Here's some context before I delve into the details

• 3 year old account
  
• 12 legitimate orders and a couple of returns for genuine reasons
  
• Used DNA
  
• Order value of £250
  

I placed the order at the beginning of February and now it's almost April, I've been in contact with their support team various times which has amounted to hours of my time, three investigations with the courier have been launched with the conclusion that they won't provide me with a refund because they have a parcel of the photo inside my porch and the GPS tracking shows the courier outside my house. I wasn't visible in the photo and no signature was provided.

I've repeatedly stated that I haven't received the parcel and that the delivery should've been signed for because of the value, one manager provided me with a partial refund of £50 yet they won't refund me the full amount. A member of their escalations team (highest point of contact within ASOS customer care) has told me that I won't be receiving the rest of my refund as "the proof of delivery image and GPS at the time of delivery are compliant with previous deliveries to this address" - this is just bullshit because I use to have my ASOS parcels delivered to my neighbour and this is the first time using my actual address.

Has anyone else had this sort of experience with ASOS? It just seems like they don't give a fuck about their customers at all, genuine or not.

Interesting indeed! maybe you can threaten that you will take it to social media and out them. I am currently doing a DNA with ASOS as of yesterday, so I will try and update here when I can.

(03-29-2023, 05:14 PM)Lupin Wrote: I've now received a refund after 2 months.

(03-29-2023, 06:49 PM)Mong500n Wrote:

(03-29-2023, 05:14 PM)Lupin Wrote: I've now received a refund after 2 months.

Well done, what changed?