Nabiha Haider

Review of ASOS.com

I wish I could give them a -5 star rating if it we...

I wish I could give them a -5 star rating if it were possible. I received not only the incorrect color but the incorrect item entirely. I contacted their first customer service representative via their online chat regarding this matter and he/she did not answer my questions directly, rather he/she gave me multiple bitly links to information I already found on their website. He/she was completely clueless! After following his/her directions and returning the item and providing their next customer service representative with postage receipts for receiving AND shipping the incorrect item back to them, he/she states that they will provide me the full amount. However, a 3rd representative later contacted me to tell me that they will NOT refund me for the receiving costs even, though it was a clear mistake on their company's end and I was originally told they would refund me for it. But I ended up paying for receiving costs for an item I did not order. So I ask for the shipping costs to be refunded at least and MANY emails and customer service representatives later, the 6th and 7th representative claims they CANNOT provide me the refund through my ORIGINAL METHOD OF PAYMENT (Paypal), even after I provided my Paypal link AND the 5th representative stated the following: "Your refund would then be processed and take 5-10 working days to process back to your PayPal account." The 7th representatives could not provide me a reason why in writing or the company policy stating that Paypal refunds CANNOT be processed through Paypal, even though it was the original method of payment for the order.

This has been by far, the absolute WORST of worst experiences with not just customer service, but with a company in general. I honestly cannot comprehend why a company such as ASOS cannot process a refund through the default method of payment, contradict every claim in every other email, AND SEND A NAVY BLUE JACKET WITH A LABEL OF PINK, to an order for a pink jacket. I have been patiently cooperating with their completely disorganized customer service representatives for the sake of getting AT LEAST $156.42CAD back of the $204.28CAD I paid for the trouble of receiving and returning something I didn't even order.

When I later inquired about my refund on the date I was told I should receive it, their representative tells me they cannot refund me because I needed to provide proof that I used my Visa as the method of payment. ABSOLUTELY APPALLING HOW DISORGANIZED THEY ARE! I had to underline and bold my next email as if I was talking to a four-year-old to help them understand that I used Paypal as my original payment method for the order but was FORCED BY THEM to LATER change my payment method to my Visa in order to receive my postage payment, so THAT was why there was, OBVIOUSLY, no record of a Visa transaction for the order. I provided the next representative proof of my Paypal transaction and they tell me it's past the return date. Of course it was past my return date, because it took days of speaking with incompetent customer service representatives.

I hope that this feedback will prevent another customer from going through this HORRID experience and waste of time. I lost money for a RIDICULOUS mistake on their end!