ASOS order not received, no refund after two months

Littlejennar

I placed an order with ASOS to the sum of £150 by debit card. There were multiple issues with it, resulting in the parcel going missing at one point, the tracking details getting mixed up with other names/parcels and ultimately never reaching my address. This order was placed on the 26th of November - over two months ago. I ordered multiple dresses to try on for a Christmas event, with the intention of keeping one and sending the rest back, hence the high sum for this order.

I have been back and forth with ASOS and repeatedly told they will get back to me. They haven't. They haven't apologised or explained the mistakes that happened. But most frustratingly is they still have not released a refund, or even assured me that I will receive one. I am told they will get back to me, they are investigating what happened with DPD but cannot tell me more than this.

I have been out of pocket of £150 for two months, and this has had left me in financial difficulty. I work but I'm on a low income and I have a lot of bills to pay. Thats money that has been sitting in an ASOS bank account instead of mine, leaving me to make difficult decisions.

A friend has suggested I now take legal action, and seek compensation as result. I have had my time wasted and been left emotionally stressed as a result of this.

Can anyone let me know what my consumer rights are and whether it's worth me taking this further? It seems incredibly wrong for a company to keep a customers money for over two months despite them never receiving the item.

wealdroam

Littlejennar wrote: »

I placed an order with ASOS to the sum of £150 by debit card. There were multiple issues with it, resulting in the parcel going missing at one point, the tracking details getting mixed up with other names/parcels and ultimately never reaching my address. This order was placed on the 26th of November - over two months ago. I ordered multiple dresses to try on for a Christmas event, with the intention of keeping one and sending the rest back, hence the high sum for this order.

I have been back and forth with ASOS and repeatedly told they will get back to me. They haven't. They haven't apologised or explained the mistakes that happened. But most frustratingly is they still have not released a refund, or even assured me that I will receive one. I am told they will get back to me, they are investigating what happened with DPD but cannot tell me more than this.

I have been out of pocket of £150 for two months, and this has had left me in financial difficulty. I work but I'm on a low income and I have a lot of bills to pay. Thats money that has been sitting in an ASOS bank account instead of mine, leaving me to make difficult decisions.

A friend has suggested I now take legal action, and seek compensation as result. I have had my time wasted and been left emotionally stressed as a result of this.

Can anyone let me know what my consumer rights are and whether it's worth me taking this further? It seems incredibly wrong for a company to keep a customers money for over two months despite them never receiving the item.

Hi. Welcome to the forums.

Speak to your bank about a chargeback.

You might like to read MSE's Chargeback article first.