Asos refusing to replace lost parcel

Olzolz

Hi guys. This is my first post on here so apologies if it's been covered before, I'm still getting used to how this site works.

So I placed an order with asos on the 18th November to be delivered on the 19th. Dpd text to say what time it would be there. It was quite early and I was out so I requested for them to leave in my shed/outbuilding. I got an email from them confirming they received the instruction to leave in my shed.

I then got a notification saying they had delivered to a safe place (the back door). This wasnt the instruction I gave them. Anyway after getting home the parcel wasnt there. I checked the shed and with neighbours. Nothing. If they left it at the back door this is in sight of anyone walking past the house and because it was a puffer coat and joggers I imagine the parcel to stand out like a sore thumb.

After being passed pillar to post with asos and dpd, over 3 weeks later asos tell me I cant get my money back or an exchange because I ticked a box to say I'm liable for anything that goes missing from my safe place. I said yes I would be liable if it was left in my shed but the instruction I got wasnt where I told them to leave it. I've sent them screen shots of my instruction to leave in the shed and a screen shot of dpd saying it was left at my back door. They're not interested.

I am absolutely furious about this. I've shopped with asos for over 10 years and spent thousands with them and never complained or had a problem with dpd. Now it seems I do have a problem and they couldn't care less. The service from asos online chat and Twitter has been the worst I've ever experienced but that's another story. Anyone know what rights I have? Coming up to christmas I cant afford to be £150 down and nothing to show for it.

Thanks in advance.

pinkshoes

How did you pay for the goods?

pmduk

There's a useful article here. I'd send them a letter before action. Don't let them fob you off onto DPD.

NB. the article focuses on Amazon, but it applies to all UK-based online retailers

agrinnall

pmduk wrote: »

I'd send them a letter before action.

That's unnecessary before getting an answer to pinkshoes' question, as Chargeback or S75 will be quicker and less stressful if one or other is applicable.

PasturesNew

Which?
https://www.which.co.uk/consumer-rights/advice/how-to-complain-if-your-parcel-was-left-somewhere-or-stolen