www.asos.com

floralaura

I ordered a bag off them yesterday, paid extra to get next day delivery..i get the bag today and its the wrong one. After looking at their website its all messed up.. http://www.asos.com/Pauls-Boutique/Pauls-Boutique-New-Season-Twister-Bag/Prod/pgeproduct.aspx?iid=533726&cid=2704&clr=Pink&sh=0&pge=0&pgesize=20&sort=_None that is the bag i wanted in the black option..only they sent me the pink bag but in black which is http://www.asos.com/Pauls-Boutique/Pauls-Boutique-I-Love-Pauls-Boutique-Twister-Bag/Prod/pgeproduct.aspx?iid=429573&cid=2704&clr=Purple&sh=0&pge=0&pgesize=20&sort=_None here as the purple option. So the two styles of bag are mixed up..ive tried explaining to C.S which one i wanted and kept getting canned replies, then eventually after asking for the correct product code and describing the bag to them they said oh sorry, heres the link to the bag and sent me to http://www.asos.com/Pauls-Boutique/Pauls-Boutique-Logo-Edition-Padlock-Bag/Prod/pgeproduct.aspx?iid=533723&cid=2704&clr=Black&sh=0&pge=0&pgesize=20&sort=_None which is completely different again! hile all this was going on mt lovely BF found that we could travel 20 miles to a store and get it there, so off we went and got the bag. Ive now told Asos that i want a full refund, only they dont refund the cost of delivery almost £6, even when its their mistake by sending the wrong item, their Q&A page says
''Why have you not refunded the delivery charge?
We are sorry, but the delivery cost you originally paid is non-refundable.
If you are returning items because you have changed your mind, this will also be at your own cost, and we can't refund your postage. However, if we sent you the wrong item or something faulty, just contact Customer Care and we'll send you a freepost label to send it back free of charge.''
Now my BF says this is breaking the law under the distance selling regulations..and im annoyed that they are penalising me £6 for them sending me the wrong bag, so what can i do? Also i will NEVER use them again, waste of a domain name they are.
Rant over lol.

PinkGrapefruit_2

I think the mix up is just because all PB bags are slighly different, so you will get the style and colour of bag you want but it might have any patch and and charm on as they are all customised. It does state that underneath the description ("Bags are customised, so designs may vary"). So, if I understand you, they sent the right colour/style bag but with the wrong patch (ie you wanted the words "Pauls boutique" and they send the "I heart PB") which is in fact perfectly plausable. I've got a bit of a collection of PB bags and I think it's always best to buy in store (as you eventually did) as you can never be sure what you will get online. In that instance I can see why they won't refund the postage, however I agree ASOS customer service is infuriating the way they consistently send standard replies!!!

floralaura

No, the bag i wanted is black, with the big white circle, with 'i (heart) PB' on it..i got the one with the velour wrighting on it sayin 'pauls boutique'..nothing to do with the charms..its the wrong style of bag..

PinkGrapefruit_2

Ah yes I see now they are actually different prices I hadnt noticed one is £65 and the other is £57, in that case since it is a different bag yes they should offer you a refund! If it was the same bag but different patch then no I dont think they would which is what I thought you meant.

Actually the pink round logo and black round logo look so similar I cant understand the difference in price they look identical, sorry that doesn't help Im just interested that's all. http://www.asos.com/Pauls-Boutique/Pauls-Boutique-New-Season-Twister-Bag/Prod/pgeproduct.aspx?iid=533726&cid=2704&clr=Pink&sh=0&pge=0&pgesize=20&sort=_None
http://www.asos.com/Pauls-Boutique/Pauls-Boutique-I-Love-Pauls-Boutique-Twister-Bag/Prod/pgeproduct.aspx?iid=429573&cid=2704&clr=Purple&sh=0&pge=0&pgesize=20&sort=_None

Maybe send it back and write on the returns slip that its the wrong item and you want a full refund I think that might work better than emailing them, as they will be able to deal with it there and then. I havent had this specific problem but I have written notes on the returns slip and it has been okay.

PinkGrapefruit_2

I just checked my links and they didnt work quite right sorry.

floralaura

Thats what i tried telling them at ASOS..the pink round and the black round are the same bag in diff colours..the bags they have been paired with on the website also match..yet they have all been split up, thats what makes it so confusing..lol

PinkGrapefruit_2

Yep def looks like the have messed up on the website, you should be entitled to a full refund, good luck