Rude and patronising customer care from ASOS

BrightonRob

I don't usually start or comment on threads on here as I'm just a lurker, however I thought I'd better tell you all about the poor customer service I just received from ASOS over the phone.

I placed two orders while they were running their "free next day delivery" promotion. While clicking 'confirm order' the postage was indeed free. However when I checked my confirmation email I found out they had charged me £5.95 for both orders.. A total of £11.90!!

I phoned up to try and get a refund (FTR I am always extremely polite on the phone) however I was told because my order was placed just after the end of the promotion I would be charged. I explained that when placing my order there was an option that gave me free next day delivery, however she basically accusing me of lying and said there is no way that option would have been there as it was after 3pm. She then went on to change her reason, saying that because I used an NUS card that is why I would not get free delivery.. I asked her to confirm this and she basically spoke over the top of me.

In the end she agreed to refund £5 to my card as a "good will gesture".. This still leaves me out of pocket by almost £7, and with no reason to why I was charged..