ASOS new no exchange policy?

cjh1993

Hi, 
I just wanted some advice as I received a product of ASOS that was faulty which I got in the sale for £39. The dress has now gone back up to £65 and ASOS will not honor me an exchange? They will only refund me and ask me to order a replacement for which I will have to then pay almost double what I did before?

i buy of ASOS all the time so this policy must be new. The dress Iv bought is actually one of five bridesmaids dress so it would actually be more beneficial for them for me to get a replacement, than me to return all five because they won’t exchange. 

Is this correct can they not allowe exchanges so customers spend more replacing items? 

Thanks 

JJ_Egan

Yes correct you are entitled to what you paid .

Aylesbury_Duck

Have you spoken to someone to explain the context, because as you say, they may be willing to be more flexible if they know the alternative is the loss of all five sales?

Otherwise, I can't see that they can be forced to exchange.   A full refund is putting you back in the position you were in.

George_Michael

Their no exchange policy has been in force for quite a few months (at least since the beginning of May which is the earliest I could go back to on Wayback:
https://web.archive.org/web/20200503131920if_/https://www.asos.com/customer-care/returns-refunds/what-is-your-returns-policy/

jon81uk

consumer rights mean if it is faulty you should get a refund https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#must

Unfortunately I don't think they need to honour the price you previously paid, but it does seem worth raising the circumstances and seeing if they will offer to match your previous price as goodwill.

cjh1993

Thanks everyone I have advised my situation many times but with ASOS every time you reply to an email someone new picks it up and just replies the same thing the first person replied they don’t seem to try and understand your query at all. 

I understand about the full refund bit but just think it’s unfair that because they have sent me a faulty item that I will need to pay almost double for a replacement. 

George_Michael

cjh1993 said:

Thanks everyone I have advised my situation many times but with ASOS every time you reply to an email someone new picks it up and just replies the same thing the first person replied they don’t seem to try and understand your query at all. 

As what you have been told is now their company policy, why would you be surprised if different employees all tell you the same thing every time?
I'm sure that they understand your point, it might just be that they don't have any leeway to do anything else.

cjh1993 said:

Thanks everyone I haveI understand about the full refund bit but just think it’s unfair that because they have sent me a faulty item that I will need to pay almost double for a replacement. 

But it's not unfair. They are complying fully with their legal obligations under UK law.
With the downturn in trading and the possibility of having many warehouse staff on furlough, only providing a refund rather than an exchange may be the only viable option they have at present.