ASOS - Brilliant customer service

starlite_2

I ordered a Soap and Glory Arch de Triumph pencil which arrived this morning.

Emailed customer services to say I was disappointed that the packaging had changed and it no longer had stencils on the back.

Received a reply 15 minutes later confirming that the website did state the stencils were included and asking me to confirm that mine didn't have them.

10 minutes later a reply stating they will send a replacement on the next available delivery date (Monday) and that on this occasion they ask I destroy the incorrect product.

Fab!

katerinasol

I've had a positive experience with them too, ordered a dress off them and it was too small when I tried it on, so I used the free returns label to exchange it. Two days later I got an email in the morning saying they received my return and later on the same day that the replacement was on the way. Two more days later it was there. Very pleased!

mellymeep

A package of mine from ASOS recently went missing, I emailed to query this and had a reply within the hour, they had deemed it missing in the post and because it had some sale items that were no longer in stock they refunded me instantly via paypal, then sent out replacement items that were in stock by next-day delivery! Brilliant customer service