ASOS Exchange rights

Hollypop_2

Hello All,

I placed my first order with ASOS website a couple of weeks ago as I wanted something new to wear for my work christmas party.

I ordered 3 items, of which I returned all 3 a week last sunday. 2 i asked for a refund and the other i asked to be exchanged for a bigger size.

On Sunday I recieved an email telling me that I had been refunded for all my order. I did think this must be a mistake as i only wanted a refund for 2 of the items. However i have recieved a full refund.

I contacted ASOS yesterday (via email as they have no telephone number) to say that I only wanted a refund on 2 of my items and please could they exchange the other.

I have been sent an email back stating i need to go on their website and REORDER the item in the right size (which now happens to have gone up in price by £12.50) as well as pay for postage; which their website states that exchanges are free, so i should have got the exchanged items sent straight out to me at no charge.

Does anyone know where I stand with this? Could i get them to send me the exchanged item at the price i originally paid or do i have no chance?

Many thanks for any advise.

Holly

fluffnutter

You could try emailing again including your original mail where you asked for an exchange and point out that their mistake is now costing you an extra £12.50 plus p&p and you don't believe this to be very good customer service.

If they still insist you reorder, vote with your feet and don't use them again.

Hollypop_2

Hi Fluffnutter,

I emailed them again at 7am this morning stating like you have said above, i am now awaiting on a response!!

Im really hoping they sort it out as I would really like the outfit for my christmas party (kinda wishing i kept the smaller size now and just worn that!)

gregg1

Hollypop wrote: »

Hello All,

I placed my first order with ASOS website a couple of weeks ago as I wanted something new to wear for my work christmas party.

I ordered 3 items, of which I returned all 3 a week last sunday. 2 i asked for a refund and the other i asked to be exchanged for a bigger size.

On Sunday I recieved an email telling me that I had been refunded for all my order. I did think this must be a mistake as i only wanted a refund for 2 of the items. However i have recieved a full refund.

I contacted ASOS yesterday (via email as they have no telephone number) to say that I only wanted a refund on 2 of my items and please could they exchange the other.

I have been sent an email back stating i need to go on their website and REORDER the item in the right size (which now happens to have gone up in price by £12.50) as well as pay for postage; which their website states that exchanges are free, so i should have got the exchanged items sent straight out to me at no charge.

Does anyone know where I stand with this? Could i get them to send me the exchanged item at the price i originally paid or do i have no chance?

Many thanks for any advise.

Holly

They do have a phone number. I had to telephone them the other day for something we ordered for my daughter and I found the number very easily by googling it! It's 0844 99595331. Try phoning them.

bod1467

You sure that's right? Looks too long for an 0844 number.

Hollypop_2

I've just had a reply from ASOS, they have said i now need to buy the item at £50 and pay for postage but once i have the item and want to keep it to email them and they will refund the £12.50 difference but not the postage.

I'm sticking my ground on this one as it puts me out of pocket when all along they should have just sent me the correct item!

fluffnutter

Hollypop wrote: »

I've just had a reply from ASOS, they have said i now need to buy the item at £50 and pay for postage but once i have the item and want to keep it to email them and they will refund the £12.50 difference but not the postage.

I'm sticking my ground on this one as it puts me out of pocket when all along they should have just sent me the correct item!

Have they commented on their original mistake?

Elle7

Did you fill in the form correctly?

I exchanged something last week. I emailed the address given on the form inside the bag to state I wanted an exchange, and they sent this out immediately. Then I filled in the form inside the bag and posted it bag using the freepost label.

If you did this, attach the original email and their response to their email, and point out that you requested an exchange. I've never heard of them getting it wrong before!

Are you emailing the exchange email address?

unholyangel

Hollypop wrote: »

I've just had a reply from ASOS, they have said i now need to buy the item at £50 and pay for postage but once i have the item and want to keep it to email them and they will refund the £12.50 difference but not the postage.

I'm sticking my ground on this one as it puts me out of pocket when all along they should have just sent me the correct item!

Hmmm have you checked to see if there are any valid voucher codes? PARTY20 seems to be one but not sure if it works on all items or just selected ones

Hollypop_2

Elle7 wrote: »

Did you fill in the form correctly?

I exchanged something last week. I emailed the address given on the form inside the bag to state I wanted an exchange, and they sent this out immediately. Then I filled in the form inside the bag and posted it bag using the freepost label.

If you did this, attach the original email and their response to their email, and point out that you requested an exchange. I've never heard of them getting it wrong before!

Are you emailing the exchange email address?

Hi Elle,

I returned the items via collect plus last sunday, i stated on the form inside the package that i wanted a refund on 2 of the items and an exchange for a bigger size on the other.

No where on the form did it say i needed to email them or click onything on the website before i returned, it just said to put the sticker on the bag, fill in the form and take to a collect+ store which i did.

I heard nothing untill Saturday when i got an email to say i had been refunded the whole lot.

Hollypop_2

fluffnutter wrote: »

Have they commented on their original mistake?

They said:

Hello Holly,
Thanks for getting in touch.
I am sorry that we refunded you when you requested a replacement.
If you still wish to purchase these items please log into your account and re-order the items.
I am sorry for any inconvenience caused.
If there is anything else I can help you with please get back in contact and I will happy to assist you further.

All the best,

Rea