Lawrence C.

I desperately needed some trainers as a gift to be delivered today (13th Feb). I paid for next day delivery to guarantee this.

I received an SMS at 7am saying my order couldn't be delivered today and to contact ASOS.

I contacted ASOS and they initiated a 'return to sender' request at 1am. They said my order will be returned to them and I'll be given a refund.

I have never had a company sell me a product with guaranteed next day delivery and then stop my order from reaching me at 1am, I'm simply lost for words.

I've now got no present to give to a loved one and have purchased the same item from a competitor of ASOS who have guaranteed me next day delivery. ASOS asked me to order from them again but if they don't know why they cancelled my order as it was being delivered last time then it is likely to happen again.

I was a brand new customer who had never purchased from ASOS before, this was the first transaction and the start of our relationship. I would give them 0 stars if possible. I wish I had checked their review ratings - they are rated terrible for a reason, please do yourself a favour and buy from a more caring and organised company.

I wanted to make a formal complaint, I was told that I had to do it using their website which is more for troubleshooting. After much hassle I wrote a complaint.
The person completely ignored all of my written text and treated me as though I was a happy customer checking on their order - very poor.
The response I received is below:

Thanks for contacting us at ASOS. Sorry to hear you didn't receive your order ******* and it's being returned to us.

I've checked your order for you and it's on its way back to our warehouse due to you explaining you wouldn't need this order unless it arrived at a certain point.
We're unable to resend your order to you. As soon as we've received the parcel, we'll refund the cost of the items and send you an email to let you know.
Please allow 7 working days for your parcel to arrive at our warehouse and be processed. We'll drop you an email when it's been done. It may take 5-10 working days for funds to show in your account.

If you haven't received a returns confirmation email by the 22nd of February let us know and we can look into this for you.
I'm really sorry your order didn't reach you. If you still want the items and they're still available, please order them through our website as normal as I'm unable to place your order for you, for security reasons. An easy way to do this is to log into your account, view the original order and then add the items you want back into your shopping bag.

We make every effort to ensure that you receive your orders on time and are happy with our service. I'm really sorry you're being asked to wait a little longer; occasionally there are postal delays which are outside our control.

If you have any more queries in the meantime, get back in touch and I'd be more than happy to help.

Best Wishes,