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

Emanef

LadyDee wrote: »

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?

That's a good idea, thanks for the helpful reply, I'll call them and see if they can do that.

meer53 wrote: »

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

You're taking the !!!!, aren't you?

gettingtheresometime

Tbh fair you are coming across as someone who wants a particular solution to a problem and is not prepared to 'work around' it.

ASOS also offer returns via collect+ and I know from experience that these operate out of corner shops basically so open far longer than your post office. Surely you have someone who could take your parcel for you to your local collect+ shop?

I'd also add if you are speaking to ASOS in the same manner that you seem to be posting then I'm not surprised you've had no joy....however frustrated you are, you can still be polite.

elsien

The OP started off being polite. Then got told they were probably just being difficult for the sake of it. I'd have probably got a tad tetchy at that point as well, they're not coming across to me as being unreasonable.

gettingtheresometime

elsien wrote: »

The OP started off being polite. Then got told they were probably just being difficult for the sake of it. I'd have probably got a tad tetchy at that point as well, they're not coming across to me as being unreasonable.

Well we'll have to agree to differ in that one - though her discription in the OP as ASOS staff being grunts hardly backs up that theory

Emanef

I said that because when people are posting replies such as there are other ways of returning them they clearly have not bothered to read the rest of my post but feel the need to post unhelpful comments. I have been very polite with Asos staff, despite being repeatedly frustrated, and they fully understood my frustrations.

Likewise I was polite when LadyDee actually posted a helpful reply, but Neilmcl and meer53 both offered no help and were clearly seeking to be awkward when I was asking for advice.

I made it quite clear that the other options for returning were not an option for me that this time and that I needed a pick up, so anyone still saying why not just take it to the post office or a drop off point is clearly trying to get a rise.

gettingtheresometime

Look I'm not getting into a singing match with you and I understand that a) you're frustrated with Hermes/ASOS b) you've had an operation and can't get out yourself and c) you don't want to inconvenience other people but , to use that horrible phrase you need to think outside the box rather than just metophorically stamping your feet.

Personally I'd have no faith that ASOS, if they've been this incompetent so far, would refund me any postage without another fight so I'd be looking to see how I could get the parcel back to them by other means.

As I've said Collect+ operates outside normal business hours so may be more convenient for someone to help you out

theonlywayisup

I hope you find a solution, but don't run out of time to return it, you made end up forfeiting your right to return.

Emanef

I've spoken to a kind neighbour and he has offered to take the parcel for me, so at least it's been resolved.

I am so frustrated with Asos and Hermes though, and that was my original issue. I've phoned Asos back to tell them someone is taking it, but I spoke to one of the girls I spoke to a week ago (who promised but failed to call me back). She said my complain (from 28th Nov) had been passed to a manager, but said that because it was a problem with Hermes that they could not do anything about it was 'rejected'. That is exactly what has had me so wound up.

How can a respectable business not only 'reject' a complaint just because they can't do anything about it, but also not even both to send me a formal response to say what the outcome of the complaint was? The lame response I got on the phone "Yeah, I understand what you're saying, it's not very good but that's what they said".

Both Asos and Hermes seem to have a brick wall around anyone of any importance to prevent any problems getting dealt with properly and issues being identified. If I was a boss in Asos I would want to know when my customers are having such a frustrating time, and I'd want to know that a partner company [Hermes] are providing such a poor service which reflects on my company.

I appreciate that I've not had a sense of humour on this issue, but it has been so infuriating not being able to get hold of a single person at either Asos or Hermes who would say"yes, I understand the situation, I am really sorry, leave it with me, I will take responsibility and make sure it gets resolved". Not one person could be arsed and just kept trying to politely fob me off and put up obstacles.

neilmcl

Emanef wrote: »

I've spoken to a kind neighbour and he has offered to take the parcel for me, so at least it's been resolved.

neilmcl wrote: »

surely you have someone who can pop down to the shops for you?

So not really as far fetched or unhelpful as you made out.

meer53

The OP mentioned they had a partner, no need really to ask a neighbour or have to tell them about their operation. No one i know works 24 hours a day 7 days a week.