Aimee Elliott

Review of ASOS.com

I would STRONGLY advise people to steer very clear...

I would STRONGLY advise people to steer very clear of ASOS if you would like to receive your item or at very least, keep your money secure.
I ordered a very expensive item on the 23rd July this year, as a birthday present for my sister, the date of which is fast approaching. Hermes was used to deliver the item (first mistake on ASOS's part as this company is notoriously awful). I expected the delivery yesterday afternoon, which I waited in for. It didn't arrive so I checked the tracking details. I noticed, very oddly, that the driver had requested a return to sender before even attempting delivery. I can only assume he/she was running late on their day's deliveries so just thought 'ah well, scrap that one, save a bit of time'. The item was then apparently sent back to ASOS without even letting me know.
I contacted ASOS about this matter, explaining that obviously, this is not my fault as I was in the house all day and no delivery attempt was even made. They then told me (via clearly scripted messages) that I would have to wait 12 days or more for them to get the item back and then refund my money or resend it. This is completely unacceptable as I have had my money taken (and not a small amount either) through NO fault of my own! They are now just saying they refuse to do anything to help me and to top it all, cut me off on the chat, saying 'I can't help you, so I'm going now'.
I've never known customer service quite this shocking EVER. I get that the problem may lie mostly with Hermes' lazy delivery drivers, however, it was not my choice nor knowledge to use Hermes, so I expected at the very least, for ASOS to say 'okay so this isn't your fault, so we will round you immediately and take this up with Hermes'. But instead, I just get fobbed off.
Luckily (the only saving grace here) I paid via PayPal who have listened, taken my side of the argument and opened a case for me and have taken the money back from PayPal (up yours ASOS! :D) but obviously I do have to wait a few days before I will get it back.
Just say clear of this cowboy company people :)