ASOS customer service

Rogerandwendy

We've got awful problems with ASOS not delivering or responding too.
I'm at a loss as to what to do.

kevotrfc

They've taken my money for my coat, they've even delivered it to the collect+ store according to my tracker but haven't sent me the email with the 7 (I think) digits and bar code so even though I've been to the shop I cannot pick it up!
I've fb'ed, tweeted.... they responded with 'hey DM us' so I had to tweet them toremind them to follow me back so I could DM them. All very annoying. It's been 3 days now and no bar code or email etc.
What happened to having real life people on the end of phones?
I they have my money and I don't have my coat.
And I can't get a response from them online.
What the hell am I supposed to do? sit tight and keep my fingers crossed? Feeling totally helpless.

laurajane100_2

Well ASOS finally got back to me to say "sorry it looks like your item has got lost, bummer!". THEY ACTUALLY USED THE WORD BUMMER.
They've issued me a refund but I will not be using them again, and I'd like a refund on the premium service that I payed for but have not received.

They really need to sort out their customer service, the Twitter/Facebook thing is awful.
Hope you all get your issues sorted soon!

ThumbRemote

laurajane100 wrote: »

They've issued me a refund but I will not be using them again, and I'd like a refund on the premium service that I payed for but have not received.

Are you saying they haven't refunded the delivery charge, only the purchase cost?

laurajane100_2

ThumbRemote wrote: »

Are you saying they haven't refunded the delivery charge, only the purchase cost?

Oh no the delivery was free but had I signed up previously to be a "premier" customer for £10 a year (like Amazon prime) to be guaranteed next day delivery on all orders.

Rogerandwendy

ASOS = A Sh*te Online Service. Never ever will I use this pathetic useless robbing company again. I ordered over 2 weeks ago and still nothing, £153 spent and no sign of anything being delivered, emails, tweets, fb all to no avail. They just respond with pathetic replies like hey sorry if you feel let down but we're working on it!
Jeez it's as if it's some kind of joke to them, the c/s replies are awful, I feel like they're just laughing it off.
They've even told me to re order one item as it was out of stock, why take my money in the first place if it's out of stock?
And why would I re order and pay for it again?
!!!!!!!!!

JReacher1

Rogerandwendy wrote: »

ASOS = A Sh*te Online Service. Never ever will I use this pathetic useless robbing company again. I ordered over 2 weeks ago and still nothing, £153 spent and no sign of anything being delivered, emails, tweets, fb all to no avail. They just respond with pathetic replies like hey sorry if you feel let down but we're working on it!
Jeez it's as if it's some kind of joke to them, the c/s replies are awful, I feel like they're just laughing it off.
They've even told me to re order one item as it was out of stock, why take my money in the first place if it's out of stock?
And why would I re order and pay for it again?
!!!!!!!!!

ASOS are a young person brand and as such they're CS replies are deliberately written in a casual jokey sort of manner because research has shown that the majority of their customer demographic prefer those sort of responses. They are seen as more personal responses and not the automated responses that people hates.

It appears unprofessional to some customers but it will all have been carefully researched beforehand to ensure that the majority of customers like it.

It's unfortunately Christmas time when orders are at their peak and the number of parcels in all the delivery networks will be at ridiculously high levels. This unfortunately does lead to delays and missing parcels.

Hopefully your problems will soon be resolved!

Rogerandwendy

I'm not old, and I don't appreciate their casual jokey manner.
Unprofessional is exactly what they are, I work in the delivery business, the uk's biggest, there are no backlogs at all in our network, the problem lies with ASOS and their utter lack of respect for their customers.
I hope this matter is resolved soon also.

JReacher1

Rogerandwendy wrote: »

I'm not old, and I don't appreciate their casual jokey manner.
Unprofessional is exactly what they are, I work in the delivery business, the uk's biggest, there are no backlogs at all in our network, the problem lies with ASOS and their utter lack of respect for their customers.
I hope this matter is resolved soon also.

I wonder who you work for as both Yodel and Hermes have suffered significant delays over the last couple of weeks due to a number of factors e.g. Christmas peak, fire at Warrington hub etc.

Obviously it's not a perfect science so not everyone will like the causal replies they give. Market research however has shown that the majority in ASOS's customer demographic prefer causal replies like this.

It doesn't show a lack of respect for the customer. Its all about making money and this is one of the ways that ASOS appeals to their customer base.

It's obviously not the sort of store you like to deal with so I would suggest you deal with somewhere that has a more traditional outlook to customer service e.g M&S, John Lewis, Debenhams etc..

laurajane100_2

JReacher1 wrote: »

I wonder who you work for as both Yodel and Hermes have suffered significant delays over the last couple of weeks due to a number of factors e.g. Christmas peak, fire at Warrington hub etc.

Obviously it's not a perfect science so not everyone will like the causal replies they give. Market research however has shown that the majority in ASOS's customer demographic prefer causal replies like this.

It doesn't show a lack of respect for the customer. Its all about making money and this is one of the ways that ASOS appeals to their customer base.

It's obviously not the sort of store you like to deal with so I would suggest you deal with somewhere that has a more traditional outlook to customer service e.g M&S, John Lewis, Debenhams etc..

Ha don't be ridiculous, when on earth is it acceptable to say "wow that's a bummer" to someone about their order going missing?! I don't mind colloquial language in marketing Etc but when dealing with a complaint I think it's safer to err on the side of politeness and professionalism.. I'm 30, I like fashion and clothes and like the style that ASOS offers, however I do not like the casual way they deal with customer service issues, does this mean I have to trundle off and only buy clothes from m&s now?! And there are people of all ages being irritated by them on facebook and Twitter.

As for the problems with yodel etc, fine, but like I've said throughout this thread its the fact that customers are kept in the dark, no updates re delays and responses from customer service taking days and days.

Also what happened to being able to phone someone and speak to them about your order? This whole social media-only thing is clearly to cut costs at the expense of customer service.