Advice needed please: Asos collection needed, Hermes keep cancelling, Asos not helpin

Emanef

Hi all

I am getting so frustrated with Asos and Hermes.

On 11 November I arranged for a Hermes collection via the Asos website to return some items. For a week the status just kept showing as delayed 24 hours, and then was changed to parcel not available (despite no one having tried to visit).

I chatted online with Asos and they arranged a further collection. This didn't turn up, and after another week of messaging their Facebook team to try to get it sorted out I found a phone number (not on their site, as they don't seem to have it on there) to call their customer support team. I spoke to one person who said she would request another collection from Hermes. I asked her to contact them personally. She said they can't do that, their only way of contact is via email. I said that's ridiculous, they are a partner company and must have someone there who can actually contact them.

Yet again the Hermes booking status didn't changed from having been booked and the collection didn't come. So I phone again. Spoke to someone else. She said she'd seen it had been requested and to wait 24 hours. 48 Hours later I phoned again an insisted on speaking to a manager. I was told there are no managers and they can only be contacted by escalating via email (seriously?!)

That was last Thursday. I've just phoned again and now I've been told that it's no longer anything to do with Asos. The woman said that because the parcel had been delivered Asos had fulfilled their part of the transaction, and now that I want it returning via Hermes I am now a Hermes customer and I need to contact them.

I think this is disgusting. The reason I buy from Asos if because they can deliver and they collect, and they shouldn't offer this service if they cannot fulfill it.

I also sent an email over two weeks ago with "OFFICIAL COMPLAINT" in the title, expecting it to be treated as an offiicial complaint and to get a formal response, but when I asked her about that she said they'd not be able to help so that's probably why I didn't get a response!

I have been told numerous times by the grunts on the Asos Facebook page of the different options for returning, but as I kept having to tell them (as they never read back past the last message) I have had an operation and have been unable to take it anywhere, and don't have anyone who can take it to a post office, etc - I bought from Asos because I expected to be able to return via collection.

It's now been four and a half weeks since the first collection should have come and, although I've been told many times not to worry about the time limit as it's noted on my account, this has been so frustrating. I have spent hours on the phone, email and Facebook and it's stressing me out when I should be recovering.

Is this last woman right? Is it no longer Asos' problem? And what can I do, as Hermes tell me to contact Asos when I go through their web site.

Thanks!

neilmcl

Why don't you take your parcel to one of the many Hermes "parcel shops"?

https://www.myhermes.co.uk/parcelshop-finder.html

Emanef

Emanef wrote: »

as I kept having to tell them (as they never read back past the last message) I have had an operation and have been unable to take it anywhere, and don't have anyone who can take it to a post office, etc - I bought from Asos because I expected to be able to return via collection.

:huh:

I take it you didn't see this bit?

neilmcl

Emanef wrote: »

:huh:

I take it you didn't see this bit?

Yes I did, just skipped through your post tbh, it was a bit lengthy.

If you can't leave the house who does all your food shopping etc, surely you have someone who can pop down to the shops for you?

Bogalot

Emanef wrote: »

:huh:

I take it you didn't see this bit?

Can your partner not take it for you? Hermes shops are usually open long hours.

agrinnall

neilmcl wrote: »

Yes I did, just skipped through your post tbh, it was a bit lengthy.

If you can't leave the house who does all your food shopping etc, surely you have someone who can pop down to the shops for you?

You've surely heard of supermarkets making home deliveries?

Bogalot wrote: »

Can your partner not take it for you? Hermes shops are usually open long hours.

There's nothing in this thread to suggest that the OP has a partner - I haven't trawled their posting history, which perhaps you have, but if there is a partner available to take the package I think the OP might have already considered that option.

neilmcl

agrinnall wrote: »

but if there is a partner available to take the package I think the OP might have already considered that option.

Or they could be just trying to make things difficult for the sake of it. Not unheard of from posters we sometimes get here.

Bogalot

agrinnall wrote: »

You've surely heard of supermarkets making home deliveries?



There's nothing in this thread to suggest that the OP has a partner - I haven't trawled their posting history, which perhaps you have, but if there is a partner available to take the package I think the OP might have already considered that option.

It took approx 8 seconds to scan the titles of OP's recent threads. Doing so means I could offer a helpful suggestion, rather than your own post that offered absolutely no help to the OP.

Emanef

No. She works very long hours and it's not practical for her to do so. If it had been easy to do I would have done that and wouldn't have needed to ask on here.

The reason for using Asos is because they offer a collection service for returns. If they can't provide that they shouldn't offer it.

neilmcl wrote: »

Yes I did, just skipped through your post tbh, it was a bit lengthy.

If you can't leave the house who does all your food shopping etc, surely you have someone who can pop down to the shops for you?

Tesco delivers food, among others, in case you didn't know. It's very handy.

neilmcl wrote: »

Or they could be just trying to make things difficult for the sake of it. Not unheard of from posters we sometimes get here.

That sounds like trolling, which, no offence, is what you seem to be doing. It's hardly worth replying if you've not read it to know what you are replying to, and to offer the bleeding obvious doesn't really help!

I've tried an online chat with Hermes but they're even more useless.

Is it Asos' responsibilty to help? Or is it no longer their problem? I asked on here because I thought I would get useful helpful answers to my questions without any assumptions of my situation, not just be told to get off my !!!! to take it into a town when I've made it clear it's difficult.

LadyDee

OP - can you just abandon the ASOS-arranged collection, and book a Hermes collection yourself? If ASOS is aware of the problems you have had with their booking and have extended their return period, perhaps they will agree to reimburse the cost of return if you arrange it yourself?

meer53

Asos provide a number of options for returns, try another one ?