Royal Mail lost my parcel that I was returning to ASOS.

Neato

I bought a dress from ASOS for a formal event that cost £68. When it arrived it seemed somewhat flimsy and not worth the price, so I packaged it up and sent it back using the free ASOS returns service.

The ASOS returns address is:
ASOS.com
Returns

Maylands Avenue
Hemel Hempstead UK HP2 7DE



ASOS never received it so I went through the claims process with Royal Mail.

I assumed since I chose to use the free standard parcel service that I would not be able to claim the full £68 but I would have been happy with whatever they could reimburse.

However, I've received a letter off them saying that the address on my item is not recognized as valid in their records.

When you put the ASOS post code into the Royal Mail address finder, the address doesn't come up.

http://postcode.royalmail.com/portal/rm/addressfinder;jsessionid=ZVWWL0BAW2Z0EFB2IGJENZQ?catId=400145&pageId=pcaf_a_ma_results&_requestid=17906&gear=postcode

But ASOS isn't exactly a small company and I have used this returns service before and all has been fine. Is there anything I can do?!

Being £70 out of pocket is pretty devastating.

elmer

When Royal Mail lost my Asos parcel at Xmas , I emailed Asos who asked me to send it the proof of postage, from the post office, and then ASos credited me with the value of the lost parcel. Why dont ypu ask ASos about your parcel?

Elmer

Neato

I did try to email them about it but got a 'We are very busy at the moment and someone will get back to you' email back but then nothing else.

I've recently emailed them to ask for some sort of proof that the returns address exists and I'm still waiting on a reply to that.

Cheers for the advice though, maybe I'll try and get the cash back off them rather than Royal Mail.

agrinnall

The address finder shows 10 addresses for that postcode, all in Marylands Avenue (although none of them specifically mention ASOS). I would definitely ring them, explain what's happened and hope that they'll give you a refund if you provide proof of posting.

Neato

agrinnall wrote: »

The address finder shows 10 addresses for that postcode, all in Marylands Avenue (although none of them specifically mention ASOS). I would definitely ring them, explain what's happened and hope that they'll give you a refund if you provide proof of posting.

Ring ASOS themselves?

arcon5

Did you inform them of your intention to return the goods?

As I imagine it has been about a month and a half since you sent them back bearing in mind the 18 days until its classed as missing then their extremely slow compensation scheme.

custardy

Neato wrote: »

ASOS never received it so I went through the claims process with Royal Mail.

I assumed since I chose to use the free standard parcel service that I would not be able to claim the full £68 but I would have been happy with whatever they could reimburse.

However, I've received a letter off them saying that the address on my item is not recognized as valid in their records.

When you put the ASOS post code into the Royal Mail address finder, the address doesn't come up.

http://postcode.royalmail.com/portal/rm/addressfinder;jsessionid=ZVWWL0BAW2Z0EFB2IGJENZQ?catId=400145&pageId=pcaf_a_ma_results&_requestid=17906&gear=postcode

But ASOS isn't exactly a small company and I have used this returns service before and all has been fine. Is there anything I can do?!

Being £70 out of pocket is pretty devastating.

why would you risk £70 on a free return?
for me i would use Special Delivery
yes it costs money but the max compensation for standard mail is £20+ short of your costs

arcon5

custardy wrote: »

why would you risk £70 on a free return?
for me i would use Special Delivery
yes it costs money but the max compensation for standard mail is £20+ short of your costs

Completely agree.

It also removes the possibility of companies claiming they haven't received returns even if they have.

Dr_Cuckoo3

ASOS previously used Royal Mail packet post returns product for free returns and this is trackable


http://www.asos.com/infopages/ReturnsNote.pdf contains the packet post label

It seems that they now use Collect Plus , which is also trackable http://www.collectplus.co.uk/asos

The other option is that the sender makes their own arrangements

I wonder whether the OP retained their proof of posting for the "free ASOS returns service" as there is a reference number to enter on the track and trace website in order to locate the whereabouts of the item track.royalmail.com

Neato

custardy wrote: »

why would you risk £70 on a free return?
for me i would use Special Delivery
yes it costs money but the max compensation for standard mail is £20+ short of your costs

arcon5 wrote: »

Completely agree.

It also removes the possibility of companies claiming they haven't received returns even if they have.

I didn't have the cash to pay for special delivery at the time.

Dr_Cuckoo3 wrote: »

ASOS previously used Royal Mail packet post returns product for free returns and this is trackable


http://www.asos.com/infopages/ReturnsNote.pdf contains the packet post label

It seems that they now use Collect Plus , which is also trackable http://www.collectplus.co.uk/asos

The other option is that the sender makes their own arrangements

I wonder whether the OP retained their proof of posting for the "free ASOS returns service" as there is a reference number to enter on the track and trace website in order to locate the whereabouts of the item track.royalmail.com

I have a reference number. It just says where it was posted and that it is being processed through the RoyalMail network

LaurenC

Neato wrote: »

I did try to email them about it but got a 'We are very busy at the moment and someone will get back to you' email back but then nothing else.

I've recently emailed them to ask for some sort of proof that the returns address exists and I'm still waiting on a reply to that.

Cheers for the advice though, maybe I'll try and get the cash back off them rather than Royal Mail.

I find ASOS have good customer service and will sort this out for you, but it does take a bit of pestering sometimes. I had exactly the same problem as you with some shoes and Royal Mail were no help whatsoever. I kept getting the 'someone will get back to you soon' emails from ASOS at first, then like a month down the line I sent an e-mail telling them I was really annoyed that no one had got back to me and that seemed to get the trick. They didn't just refund me for the shoes either, they refunded my whole order so I ended up getting some freebies.

If you use Facebook & Twitter, try getting on at them through those as well.

http://www.facebook.com/ASOSHeretoHelp
http://twitter.com/#!/ASOS_heretohelp