Help making a complaint

RPD89

I have had numerous problems with the delivery of an order placed on a website ASOS and wondered if you would be able to give me some advice?

I made an order on the 1 October 2013 and arranged for it to be delivered to my local Collect+ store as I would not be home. I received an e-mail from ASOS to say that there was not anyone around to sign for my parcel so it would be returned to the store. I called the delivery company and they were unsure as to why my parcel wasn't signed for and said they would find out but it would take 48 hours. Rather than wait I decided to pop to the store and find out. They informed me that ASOS provided them with too many parcels and so they refused my parcel. I called Collect+ and informed them of this and was told they would be attempting to deliver again. I then received a text the next day to say the parcel was ready for collection. I called Collect+ to double check before I went to collect the item and was told that it was definitely there as someone had signed for it. I went to pick the parcel up and it wasn't there! So I called Collect+ and they informed me that it should be there but they don't normally attempt a second delivery so they were unsure why it had been sent again. I managed to get put through to a manager and they apologised and told me that in order to make a complaint I would need to report the problem through ASOS as they were the customer and that I would be able to claim back my money spent on numerous phone calls to them. Collect+ informed me that my next point of call would be to phone ASOS and let them know what was going on so they could send another parcel. I sent an e-mail (as you cannot call ASOS) and was told another parcel would be sent out to my home address next day delivery. I received the parcel, however, there was an item missing! So I sent a further e-mail stating this and was told the item would be sent out next day delivery. I replied to say I would not be home so could they arranged for it to be the day after. I didn't received a response to this but received an automated e-mail the next day to say thanks for returning this item (which I never actually received) and that I would be refunded. At this point I didn't know if I would be getting the delayed item the next day, the day after or just a refund. I have now received a refund and not the item. I have sent numerous e-mail trying to make a complaint and get my money back which was spent on phone calls but have never received a reply!

This has been going on for well over a month and I wondered if you could advise me on how to make a formal complaint? I'm not sure if the fault lies with ASOS, Collect+ or the store but I know that I am not at fault and have ended up being the one at a disadvantage. I am so fed up with this and feel like ASOS have not responded in the hope that I will just give up!

I hope you can help or direct me towards help.


Many thanks

jwruk

Your contract is with ASOS, you need to deal directly with them.

susancs

RPD89 wrote: »

I have now received a refund and not the item. I have sent numerous e-mail trying to make a complaint and get my money back which was spent on phone calls but have never received a reply!

This has been going on for well over a month and I wondered if you could advise me on how to make a formal complaint? I'm not sure if the fault lies with ASOS, Collect+ or the store but I know that I am not at fault and have ended up being the one at a disadvantage. I am so fed up with this and feel like ASOS have not responded in the hope that I will just give up!

I hope you can help or direct me towards help.


Many thanks

Welcome to MSE. If you wish to write a formal complaint you could write to ASOS Head Office or Customer Care. If you can assess your phone statements online, you could print this off and highlight the calls and charges to accompany your request for reimbursement of phone call costs to ASOS.
http://www.asosplc.com/contacts.aspx

It must have been upsetting to spend so much time chasing up a delivery, but unless your phone call costs to ASOS are very high, it may not be worth your time and effort in writing a formal complaint and the cost of a stamp following up phone call costs. You could use their Facebook or twitter site to post a message, expressing your dissatisfaction with their delivery service.