Asos Refusing a Refund

throughtheblue

Bought x2 pairs of converse from Asos with the intention of keeping one. One pair I left in the box, the pair I liked I tried on and got worn very lightly, before I quickly noticed a garish glue mark on the fabric, close to the sole.

I knew I couldn't return them after wearing them, so I spoke to Asos on their 'chat' and explained the situation that I'd notice what was probably a defective area but had lightly worn the, and it was advised that I could return them and the person generated a return collection for me.

It took ages for Asos to process the refund, so I spoke to them on the chat, they confirmed they had them and would process the refund. The next day, I was emailed to say my account had been disabled for suspicious activity, and the claim cancelled. 

I emailed them and explained what had happened, and they just replied stating what was already mentioned in the last email, and did not make any comment in regard to me explaining what had happened. Their email just said to contest the money with my bank, which I have done so.

In this situation, is there anything else I could do? I don't even have the items, and one of them didn't even make it out the box.

HillStreetBlues

What was the time-frame?  Did you get a transcript of the chat?

throughtheblue

HillStreetBlues said:

What was the time-frame?  Did you get a transcript of the chat?

Ordered on the 16th Nov, spoke to them on the 17th, collected on the 18th Nov. I didn't get a copy of the transcript, which is my own fault, but equally haven't experienced this before, and imagined if there was an issue there would be some diplomacy, like not sending automated messages, and explaining what the problem was.

I did request a copy of the transcript on live chat retrospectively but they said they couldn't.

sheramber

Do they think you  put the glue on the shoe?

throughtheblue

sheramber said:

Do they think you  put the glue on the shoe?

They won't even respond or explain why they have cancelled the refund, and are withholding the goods or money. 

It was a small blemish I thought should've been spotted before being sent out, but equally I should checked thoroughly. If I knew it would be this kind of headache, I wouldn't have even bothered. 

I thought explaining the situation first would help, but it was probably information never forwarded on. 

throughtheblue

They've now decided to refund it seems.