I ordered a 3 piece suit on Friday 28th april. It was sent via Evri on 30th April and the tracking status for the parcel moved to "at delivery depot" and was then set to "delayed". The parcel status hasn't updated since. I have been in daily contact with ASOS customer svcs via their live chat, via my live chat reference number which is the only way to talk to them. I was told an investigation was raised by ASOS with Evri on Thursday 4th May (early morning) and that would complete within 2 working days. That timeframe elapsed and I heard nothing. I got in touch via live chat on the evening of Friday 5th May and I was assured by Inah, the ASOS customer service rep that she/he would monitor my case until midnight on the 5th/6th and that if there was no progress a replacement would be dispatched via next day delivery on Saturday 6th May. On waking up this morning there was no update either via email from ASOS or on my ASOS account. I contacted ASOS customer care live chat again at approx 09.30 on Saturday 6th May and was connected to Anuj, who told me that the everything I had been told the previous day by Inah was incorrect, that there was no replacement on the way to me, and that I'd have to wait until at least the 8th May for Evri to complete their investigation. I raised a complaint but was told by Anuj that there was nothing he could do and I'd just have to wait. I was then further contacted on the 8th May and told I'd need to wait until the 9th, and that if I didn't hear anything on the 9th to "reach out to them".
Their customer service live chat is clearly based overseas, with poorly trained reps reading from a big standard script. The story changes with each rep you speak to and they lie to get rid of you and then don't follow through with their promised actions.
No consistency. No customer service.
I am absolutely fed up with ASOS. They lie to their customers. I feel lied to and fobbed off. I've spent £155 and received nothing. I've raised a dispute/ claim for a refund via PayPal now and have provided them with evidence of the daily lies I've been told by each customer service rep from ASOS. When I asked to make a formal complaint, the live chat agent told me that there wasn't a formal complaints procedure and that when things go wrong they just talk about it in the team and try to do better.
It's one thing for their carrier to lose something, ok that sometimes happens, but the inconsistent information received from the customer services live chat does not manage customer expectations.
PayPal found in my favour and refunded me. Never again! AVOID!
And finally, on Trustpilot, have you noticed the 5* reviews are all very similar, in that they mention a customer services reps name, and are very short? Hmmmmm
I had an awful experience with ASOS. I've been a really loyal customer and have been using Asos for years, in the last year alone I spent nearly £1k! On 30th November I ordered some Christmas presents in their Black Friday sale, I usually have premier (next day) delivery but this wasn't available, standard delivery said 11th November. I got my confirmation email that it had been dispatched on the 5th, then after that NOTHING, I emailed them on the 14th chasing my order and got no response, then out of the blue I received an email saying that they had got my return! I was refunded so I called them straightaway, I would have reordered but 3 of the items were now out of stock and the rest had gone up in price, so even without the three out of stock items I would have ended up spending £65 more. They then told me that it was a mix up at their warehouse, it hadn't been shipped so the staff assumed it was a return (this is a massive lie because it wouldn't have had a returns label on it and I hadn't marked the returns sheet inside) they offered me a 15% off voucher as a gesture of good will' and the guy on the phone told me they could only give me 15% because I'd only spent just over £100! I then asked for their complaints email and tweeted them asking them to respond. Their response was if you want the items order again' to which I responded that was very unhelpful, I was then just sent another 15% off voucher to make it up to me' (I can't use these together and I can't use them on sale items either) basically, they held my money for two weeks, gave me no update and then tried to fob me off with a 15% discount code when you can get 10% codes online for free. SCAMMERS and they don't have any respect for repeat customers!
Always using ASOS, love the premier service as I get my order the next day & quick returns.