ASOS customer service

laurajane100_2

ASOS customer service is atrocious, they've moved all customer service online via email, Twitter & facebook but it's completely inefficient.
I ordered a dress on Sunday with next day delivery (I pay an annual fee to be a premier customer so get free next day delivery on all items), it has still not arrived and it's for an event tomorrow. Despite using their Twitter customer service I've not received a reply from my message on Tuesday asking when it might be delivered, I just want to know in case I need to buy a new outfit!
If you look on Twitter there are hundreds of people moaning every day about missing items and unanswered questions.
This is not the first problem I've had with them, I've previously had the wrong item delivered that took a week to sort out.
Do you think this is acceptable? Not having a telephone number you can call is ridiculous.
Sorry that's my rant for today!

Fosterdog

I thought they didn't 100% promise next day delivery but your order details online and in your confirmation email will have your estimated delivery date. What is the date they gave you? I've only used them a few times but I've also always been sent tracking info so I can track it myself, and with them using DPD even get an email with a 1 hour delivery slot.

Do you have any paperwork from previous orders? That may have a phone number for you to contact them.

laurajane100_2

Well of course nothing is 100% but it would be nice to know why there has been a delay and if I will get the item at all.
The DPD tracking says "delivery booked" and says "Your retailer will let you know when to expect your parcel, please contact them if you have a question about your order".
There is a phone number for ASOS if you look hard enough but if you ring it you'll be on hold for hours as they don't have many people manning the phones (as they've moved all enquiries online).
I've still not got a response from my original message that I tweeted them on Monday. It's just so frustrating!

Fosterdog

Like I said I've only used them a few times and last was over six months ago so things may have changed since then.

I would suggest maybe retweeting them and maybe also send and email and post on Facebook. The more you bombard them the more likely they will see your message and try to resolve for you.

It is also possible they are completely overrun with orders after the whole black Friday sale. Every retailer was overwhelmed with more orders than they expected, a black Friday has never been so successful for retailers in the UK and they just weren't prepared for the sheer volume of sales and customers. That is across all retailer from what I've heard (work in retail myself and have spoken to many friends and relatives working for other retailers who all say the same, also reported on the news).

It was probably the worst weekend of the whole year to order something needed quite urgently.

I'm not saying any of that is your fault but just a reason why it is taking longer to resolve.

laurajane100_2

This is not the first time I've had problems getting a response from them though - I recently had a delivery with the wrong items inside (a t shirt instead of a necklace?!) that took forever to sort out - purely because they refuse to speak to anyone on the phone and do everything via twitter/fb.
As a sidenote they also use really irritating language for their tweets i.e "boo that sucks DM us the order number!" or "ouch that's not what we like to hear" etc. VERY ANNOYING.

For black friday ASOS gave 20% off all orders, which is not a new thing, they quite often have this offer at various times.

But really if it's gonna be late, whatevever, but to not be able to get a quick response from them in 3 days to let me know what's going on with it is ridiculous.

Fosterdog

I think you do just need to wait a reasonable time. You say you ordered on Sunday and tweeted on Monday to find out where the item is, very few companies send orders out on weekends so it would really have been Monday at the earliest they even sent it, with the extra sales that could easily get pushed back to Tuesday or even Wednesday.

It's not just Asos themselves who have more orders but their couriers have 10s of thousands of extra orders from all of the retailers they deliver for. It happens every year for xmas that there are delays in deliveries because of the volume being sent.

I ordered two items from somewhere last Thursday and another on Friday from somewhere else, both places usually have a 2-3 day delivery turnaround and I have used them many times. I'm yet to receive any of the items and only have a despatch note email from the first order, the second hasn't even left yet.

laurajane100_2

I know nothing is guaranteed and christmas is a busy time but if you'd paid for next day delivery i don't think it's unreasonable to expect to get somethign you've ordered on a sunday to arrive by the end of the week. Asos are a MASSIVE company i really think they could invest more time in their customer service.

iamashoppingaddict

I to am a premier customer with ASOS and I ordered bits which should have been delivered the next day as per what I pay for. But they didn't arrive. I had to post on their Facebook page to get a response. But even then they weren't particularly helpful just pointed me to the tracking which I already knew about.

They completely missed the point. But they did send me a further 20% off voucher for another order but I'm in the process of loosing weight so I'm reluctant to order clothes right now.

tomtontom

Fosterdog wrote: »

I think you do just need to wait a reasonable time.

What would you suggest is a reasonable time for a next day delivery? ASOS do send out orders throughout the weekend, as indeed do most retailers of that size.

OP from what you have said DPD do not even have your parcel yet. I'd buy something elsewhere.

JReacher1

Who deliver ASOS parcels? If its Hermes you may be in trouble as there was a fire at one of their depots last night which means all Hermes deliveries are now delayed by up to 5 days.

laurajane100_2

Well if that's the case maybe they should let people know! I still haven't recieved my "next day" delivery order 4 days on and had one meagre reply to my messages saying "we're looking into it". I've asked for a refund now but god knows when I'll get it.