ASOS Lost Order - No Refund!
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Chickabiddybex
Posts: 1,346 Forumite
I need to vent!
Last week I placed an order with ASOS for next day delivery and it went missing. UK Mail lost it and confirmed it was lost, both to me and to ASOS.
I asked ASOS for a replacement or a refund. They said they need to look into it which takes 12 days. So I just asked for a refund. They said they need to look into it which takes 12 days. I asked why, what are they looking into? They said they are "unable to confirm this information". They have confirmed to me that UK Mail have told them it's lost. So I don't understand what else they need to know. Surely they can refund me now, and investigate what happened with UK Mail later? This is the case with other retailers including the one I work for. We refund the customer ASAP once the couriers confirm it is lost and then investigate afterwards.
The customer should come first!
I'm fuming. :mad:
Last week I placed an order with ASOS for next day delivery and it went missing. UK Mail lost it and confirmed it was lost, both to me and to ASOS.
I asked ASOS for a replacement or a refund. They said they need to look into it which takes 12 days. So I just asked for a refund. They said they need to look into it which takes 12 days. I asked why, what are they looking into? They said they are "unable to confirm this information". They have confirmed to me that UK Mail have told them it's lost. So I don't understand what else they need to know. Surely they can refund me now, and investigate what happened with UK Mail later? This is the case with other retailers including the one I work for. We refund the customer ASAP once the couriers confirm it is lost and then investigate afterwards.
The customer should come first!
I'm fuming. :mad:
Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com
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Comments
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I've just been to their Facebook page to give them a piece of my mind but I'm too late... there are soooo many people complaining on there! I'm shocked!
Looks like they're having a lot of problems lately
Buyer beware! Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com0 -
How did you pay? And how much?
You could get the refund via your card provider (chargeback/S75 depending on the answers to the above).0 -
It was through PayPal so using their dispute processHi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com0
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Update: I opened up a case in Paypal and they got me my money back yesterday
Annoyed I had to do that though! I've never had that from another company.Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com0 -
Hi all,
Asos have just done this to me, and I cannot believe their unwillingness to help.
I have a legal background and they are unwilling to understand s.29 of the Consumer Rights Act 2015, the package remains at their risk until I have possession of it.
They left it in an unsecured communal hallway, which the public have access to, and surprise surprise it went missing. They keep quoting that it was delivered to the address of my flat (it wasn't was put in the communal hallway as I said above) and that I told them to leave it in safe place, apparently an option that saves itself on the DPD app. But either way, it wasn't a safe place because it was stolen.
Any advice or straight to the ombudsmen?
Feeling very much like David and Goliath situation, very frustrating for the little guy.0 -
Did you, or did you not, ask them to leave it in the hallway? The DPD app does not 'save' options, and it has limited options to choose from, for example, I often tell them to leave it in my back garden but I have to select 'back porch' and just say to put it in the log shed in the box where you can type things.
Something being stolen does not indicate the space isn't safe. You designate the safe space, if it is then unsafe, thats your fault. What does your DPD app delivery option state?0 -
Hi all,
Asos have just done this to me, and I cannot believe their unwillingness to help.
I have a legal background and they are unwilling to understand s.29 of the Consumer Rights Act 2015, the package remains at their risk until I have possession of it.
They left it in an unsecured communal hallway, which the public have access to, and surprise surprise it went missing. They keep quoting that it was delivered to the address of my flat (it wasn't was put in the communal hallway as I said above) and that I told them to leave it in safe place, apparently an option that saves itself on the DPD app. But either way, it wasn't a safe place because it was stolen.
Any advice or straight to the ombudsmen?
Feeling very much like David and Goliath situation, very frustrating for the little guy.
If you have a legal background surely you know the answer. What ombudsman would that be?0
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