UK online retalier ASOS, an acronym for “As Seen on Screen”, is a highly favored shop for fashionistas the world over. The company began in 2000 and is currently the UK’s largest independent online fashion and beauty retailer.
But perhaps they’re too large. Issues like delayed shipments and little help from their email customer service (to my knowledge there’s currently no way to contact ASOS over the phone) have angered many fashion fans. Which sucks because the offerings at ASOS are just too cute.
I’ve ordered from the company many times before and just so this post is not an all-out bashing of ASOS, it wasn’t always so-so service. In fact, I’d say a good deal of my orders have gone through with smooth sailing, but when they go bad, boy do they go bad.
Earlier this year I ordered a sweater that took longer than usual to arrive and was damaged in transit. I alerted ASOS by email that I wanted a refund and would ship the sweater back to them. Really so much time had gone by from when I ordered it that I didn’t want or need it any more. Instead of reading my message thoroughly, I was sent a response saying they were sending me a replacement. When I finally got someone to understand what I wanted, I was told to simply refuse shipment of the new sweater. Fine.
So the new sweater comes some time in February and as I was instructed, I sent it back. I also had about a week prior sent back the damaged sweater via USPS with tracking. ASOS refunded me rather quickly with the shipping I paid, but it took them 3 months to refund me for the replacement sweater I never told them to send me because they hadn’t received it back yet. It was a back and forth battle and about a month and a half in ASOS stopped responding to my emails.
Fed up and with ASOS still ignoring my emails, I called my bank. I figured I probably didn’t have much of a case since most debit card and credit card disputes must be done within 60 days of the transaction. I was at 90. But thankfully my credit union still helped me out and within 2 weeks I got my credit back to my account.
But sheesh–who needs to go through all that?
Yet ASOS still has some really cool merchandise so I still continued to place an order every now and then. Recently I bought some pants that didn’t fit, and returned them to their new distribution center in Atlanta. I paid through Paypal this time. When I tell you the process was super easy and quick! I got an email the day they got my package and within hours I saw a credit to my Paypal account. Nice!
But just two weeks ago, I placed a $46 order of some Illamasqua goodies that were on sale. I received an email saying my items dispatched on 10/3/2010 and here we are on 10/15/2010 with no sign of my goods. *sigh*
Sure not all things go bad at ASOS, but consistency is key for good customer service. It’s only but so far cool merchandise will get you.
Have you ordered from ASOS.com? What was your experience?