Anna B.

I have ordered my first parcel from ASOS in June with the next day delivery (Friday) to my house in Swindon as I had an important day to come.

In the evening of the promised arrival day I have received a message that the item is going to be delayed and will arrive next day (Saturday). On Saturday morning at 6 am the tracking order notified me that my package arrived to Swindon. Later, I have received a message saying that the item will be delivered from 16 until 17 pm. However, that afternoon I had to travel to the different town (with my items!) so I wouldn't be able to wait for the delivery. Therefore, I went online and chose "self pick-up" option, hoping that I would be able to pick it up myself on my way. The online service gave me an option of two nearest places but didn't notify me about the time for the possible collection until I pressed the button. After I did it, the website informed me that the earliest time for pick up will be Monday afternoon!

So I have tried to ring your hotline number, waiting for someone to talk to me for 20 minutes! When I finally came through, the girl on the phone said that she can't cancel my "pick up" option and asked if I really don't have anything to wear from my wardrobe. (Seriously?)

On Monday afternoon I had to ask my boss to have an hour break so I could drive and collect the parcel. The website of the pick-up point said that place will be shut for a break from 13:15 until 14:15 However, when I arrived at 13:03 it was already shut! To my luck, the gentleman who worked there was kind enough to open the shop and serve me.

I can't describe my frustration when I found that both of the items in the package looked completely different to the picture! Oh well, I didn't need them anymore anyway as I ordered them for Saturday! So I decided to return the parcel... After the refund was received I though that the nightmare was over... Until I received a phone bill of £35 pounds! I had never seen or heard a notification of paid calls when I rang you! Also, I have to say that my whole order was only £30 and I have spent around £10 for petrol trying to chase after the parcel which was supposed to be delivered to my doorstep!

The whole experience was a joke. Not sure if I want to use your service again.