ASOS and missing parcel.

thatlemming

Hi.
I bought something from ASOS last friday, and paid for next day delivery because I wanted it for sunday. Parcel was sent with DPD, gave me an hour time slot in which it was supposed to be delivered (on the saturday)

Timeslot came and went, no parcel. So I looked online at the tracking and it said it had been signed for by a surname I didn't recognise. I checked my neighbours just in case (despite the fact that there were 4 people in my house all morning, so no reason for them to deliver elsewhere) and no one had it.

ASOS have been useless. Finally got back to me today, saying a certain house number has my parcel. They don't. I know her, she's been on holiday for the last month because I've been watering her plants for her!! Also her surname does not match the surname of the person who has signed for my parcel.

ASOS won't refund. I have no shoes. What do I do next?

ThumbRemote

Tell ASOS again to provide a full refund. They have no legal grounds for objecting. You do not have your goods, and they have admitted as such.

thatlemming

I have done they just say 'Hey Becca, I've spoken with DPD for you and the driver has confirmed that your parcel was delivered to number 15, they are sending over the signature and I will pass this on to you. In the meantime I would suggest you check at number 15, perhaps your neighbour has someone in to look after the house whilst they are away? ASOS Nicola'

Arghhh. What is the purpose of sending me a signature that clearly isn't mine or my neighbours? Am I magically supposed to recognise people I don't know from their sigs?

ThumbRemote

Then I'd reply with something like

"It is not my responsibility to chase up a misdelivered parcel. My goods have not arrived, therefore could you arrange a full refund."

zaax

Do the above and if no responce to a charge back on your card. Simples

thatlemming

Thanks guys, will try that now then.

thatlemming

The response I got was 'Hey Becca, we will pass on the signature for you so that DPD can investigate this. We would need their investigation to be done before we can look at a refund or replacement. ASOS Kym'

Give me strength.

ThumbRemote

My next response would be:

"Your internal processes for dealing with parcels by your subcontractor are not my concern. You have already admitted that the parcel was not delivered to myself. Therefore please arrange a full refund immediately. It is unacceptable for you to retain my money without providing the products I ordered."

Unfortunately they do have 30 days to get your money back to you. I suspect that will happen. However, if they simply refuse you can send a letter before action and threaten small claims court.