ASOS Exchange rights

Hollypop_2

unholyangel wrote: »

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

Unfortunatly (and typically) the item i have ordered is not on the party discount code

Elle7

Hollypop wrote: »

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.

Ah.
I wonder if you've got the same slip I have?

Mine said something like: Please email us at .....@asos.com if you have any problems with your order, to allow us to rectify these. You should receive a response within 4 hours.

I can find the email address is you need it - are you using the standard one?

I think they only ask you to email so they can send your exchanged item out next day delivery, and offer a discount code, but maybe they presume the exchanged items will already have been sent because of the email and that's why you've been refunded?

fluffnutter

Hollypop wrote: »

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

So they've admitted their mistake but still think you should pay for it. Go elsewhere. There are lots of shops selling pretty stuff for parties. ASOS don't deserve your custom.

Hollypop_2

Elle7 wrote: »

Ah.
I wonder if you've got the same slip I have?

Mine said something like: Please email us at .....@asos.com if you have any problems with your order, to allow us to rectify these. You should receive a response within 4 hours.

I can find the email address is you need it - are you using the standard one?

I think they only ask you to email so they can send your exchanged item out next day delivery, and offer a discount code, but maybe they presume the exchanged items will already have been sent because of the email and that's why you've been refunded?

I have been emailing the care@asos.com and the do respond within 4 hours to be fair to them.

However i only emailed them AFTER i recieved the full refund.

It would be so much easier if they allowed phone calls so i could just talk to a real person and get it sorted out.

I am not happy about having to pay for delivery and £50 for an item then wait for a £12.50 refund and lose out on postage all for their own mistake?

fluffnutter

Hollypop wrote: »

I have been emailing the care@asos.com and the do respond within 4 hours to be fair to them.

However i only emailed them AFTER i recieved the full refund.

It would be so much easier if they allowed phone calls so i could just talk to a real person and get it sorted out.

I am not happy about having to pay for delivery and £50 for an item then wait for a £12.50 refund and lose out on postage all for their own mistake?

I'm not surprised. I found this on the site which really irritated me...

If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

In this instance, they can clearly exchange your item (because it's available for re-order). Sounds a right swizz to me - screw up on the order so that they can charge people the extra postage.

I'd shop elsewhere.

thatlemming

ASOS are usually brilliant with problems and issues etc. How come you have to pay for postage when standard postage is free anyway?

*Dani

i was going to say the same as above, that all postage is free at the moment (including next day) so you wont lose out on postage if you order it again and then wait for them to refund you the difference.
If they dont end up refunding the difference you could just return the item so you wont lose any more money. Its a bit of a hassle to reorder but i dont think they are going to agree to send the item out even though they should.
Do you have facebook because i think they respond quicker and with a better response to complaints and questions submitted to their facebook page