ASICS UK - WORST CUSTOMER SERVICE

Anteater23

I have ordered a few pairs of shoes from ASICS UK and two of them do not fit well.

I go to the website to set up a return only to get a message “sorry we cannot accept returns at this time. Try again later or contact for help”.

They are completely uncontactactable, they ignore their emails, messages and phone calls and so I’m left with things that just can’t be returned.

Appaling customer service, is there anything I can do?

cymruchris

What's the exact website you've ordered them from?

Manxman_in_exile

I presume you're within the time limit (statutory period of 14 days for online purchases and ASICS' own policy seems to give you 30 days) and that you've tried to follow the returns instructions which appear to be here?   Returns | ASICS


(Any particular reason you've bought from ASICS themselves?  I actually prefer ASICS shoes myself but I've only ever once bought direct from them and that was a pair of shoes that were unobtainable elsewhere.  I usually buy from somewhere like  Running Shoes, Clothing and Accessories | Start Fitness - assuming you are looking for running shoes)

Anteater23

cymruchris said:

What's the exact website you've ordered them from?

https://outlet.asics.com/gb/en-gb/

Anteater23

Manxman_in_exile said:

I presume you're within the time limit (statutory period of 14 days for online purchases and ASICS' own policy seems to give you 30 days) and that you've tried to follow the returns instructions which appear to be here?   Returns | ASICS


(Any particular reason you've bought from ASICS themselves?  I actually prefer ASICS shoes myself but I've only ever once bought direct from them and that was a pair of shoes that were unobtainable elsewhere.  I usually buy from somewhere like  Running Shoes, Clothing and Accessories | Start Fitness - assuming you are looking for running shoes)

Yes and every time I try I get this

visidigi

Anteater23 said:

cymruchris said:

What's the exact website you've ordered them from?

https://outlet.asics.com/gb/en-gb/

Are you doing it via the provided Narvar URL?

https://returns.narvar.com/outletasics/returns?locale=en_GB

(Narvar provide the IT solution behind the Asics platform).

cymruchris

Anteater23 said:

cymruchris said:

What's the exact website you've ordered them from?

https://outlet.asics.com/gb/en-gb/

Good - that rules out the possibility of it being one of these scam style websites that look like the real thing.

You also look like you're in the right section of the website to arrange the return. I would take the screenshot you've got there and attach it to an email, putting in writing that you wish to return your goods (then list what they are) and the relevant order number and send it to their listed email address. As long as you've got it in writing that you want to return them, and have provided the proof that the website is saying 'no' - I'd then give them some time to respond (and probably at the moment I'd give them a week or two). 

I imagine their returns department has had to introduce stricter measures - and so might be currently overwhelmed hence the message that they can't take returns - but it should be clear that you can still return them, but you might have to wait a while. I'd be confident that you'd get them back eventually - but not in the timeframe you'd usually expect. 

Anteater23

visidigi said:

Anteater23 said:

cymruchris said:

What's the exact website you've ordered them from?

https://outlet.asics.com/gb/en-gb/

Are you doing it via the provided Narvar URL?

https://returns.narvar.com/outletasics/returns?locale=en_GB

(Narvar provide the IT solution behind the Asics platform).

Yes, when I click to do a return it brings me to this page.

Anteater23

cymruchris said:

Anteater23 said:

cymruchris said:

What's the exact website you've ordered them from?

https://outlet.asics.com/gb/en-gb/

Good - that rules out the possibility of it being one of these scam style websites that look like the real thing.

You also look like you're in the right section of the website to arrange the return. I would take the screenshot you've got there and attach it to an email, putting in writing that you wish to return your goods (then list what they are) and the relevant order number and send it to their listed email address. As long as you've got it in writing that you want to return them, and have provided the proof that the website is saying 'no' - I'd then give them some time to respond (and probably at the moment I'd give them a week or two). 

I imagine their returns department has had to introduce stricter measures - and so might be currently overwhelmed hence the message that they can't take returns - but it should be clear that you can still return them, but you might have to wait a while. I'd be confident that you'd get them back eventually - but not in the timeframe you'd usually expect. 

That is a great idea, thank you. 

I’ve now checked and they have a terrible rating on TrustPilot Never again will I put myself through this bother.

robatwork

Anteater23 said:

Manxman_in_exile said:

I presume you're within the time limit (statutory period of 14 days for online purchases and ASICS' own policy seems to give you 30 days) and that you've tried to follow the returns instructions which appear to be here?   Returns | ASICS


(Any particular reason you've bought from ASICS themselves?  I actually prefer ASICS shoes myself but I've only ever once bought direct from them and that was a pair of shoes that were unobtainable elsewhere.  I usually buy from somewhere like  Running Shoes, Clothing and Accessories | Start Fitness - assuming you are looking for running shoes)

Yes and every time I try I get this

Just an idea - do you have another PC/tablet etc. that you can try the return on?  There's a slim chance it may be a cookie snafu and another device will let you return.

sheramber

Similar stories on their facebook page.

One person contacted them and was told not to use online for returns butt hat returns label would be sent by email. No email has been received,

Did you ay by credit/debit card?