Maz L.

I opened a new account and placed my first order. When i didn't recieve the email confirmation I went back into my order page on asos and checked the email address to see I had made a slight typo error. I tried to correct the email address by clicking on the edit button and removing the typo extra letter in the address but kept getting an error message so I came out of the account and a few hours later tried getting back in only to read 'due to suspicious activity this account Is now blocked'.

I contacted customer care who each time say you are speaking to the right person and they will help you with your issue and then tell you they can't help and that it will need to go to their specialist team and to expect to hear back with 24-48 hrs. As the incorrect email address is on the account i am obviously not going to recieved any emails to that address and so each time i have had it confirmed they will get back to me on my correct email adddress.

No-one from specialist team ever get back to you. I placed this order on the 6th May, recieved it in the 10th and wanting to return. I contacted customer care every 2-3 days since only to get the same repeated message please allow 24-48hrs to get back to you.
I often wonder if all these people on chat are not humans but actually robots. They certainly never appear to read what you write, avoid answering some questions and send what seems to be automated messagss.

One person I spoke to said they had corrected my email address and a few others said it is showing the correct email address on my account then someone else said it was still showing the incorrect address and that as the account was blocked she was unable to access it to change it and no- one else would have been able to access it to change it.

As it was just a very slight typo error, it is isn't any wonder that I didn't notice the error at the time when several of the people I have spoken to in customer care couldn't even see it even after i told them.

3 weeks later and having contacted every 2-3 days sometimes more than once I am still no further to returning this item. You are given 28 days to return which is good amount of time, more than enough time I thought I would need to have the issue resolved, i didnt expect to still have the parcel and for that 28 days to have expired. I have asked if I can send it back with me paying the postage myself but told that I can only go through the online returns service.

Having contacted so many times, and each time being told they are unable to help, that they are only following 'protocol' my query is with the specialist team and wait to hear back from them, on occasions I have found myself to be cut off rather abruptly,

I made a complaint, which I went firstly to an email address I had found, which later returned to me failed and was told to send to customer care. So your writing a complaint about customer care and having to send it to the very people you are complaint about!

I have even contacted my payment method to see if they could help but say each company has their own returns policy and also tell me to please allow up to 48 hrs.

That 48 hrs was up a vey long time ago now!

Ordered a small parcel to be delivered to uk. They say clearly on their shipping page they deliver worldwide. Paid international shipping to be shipped to my address in uk. Ordered said would be despatched within 24 hours. Despatched after 1 week. Recieved notification to 'collect' in australia within 2 weeks. Address to collect was the same address to send any returns. No response from store after 5 emails and 3 'contact us'messages despite the site saying they will respond within 24-48 hrs and impossible to contact australia post without providing an australian postcode. Worse I read any deliveries delivered and returned to them they charge $20.00 handling fee. (The product ordered was only $12.00). As of this moment still no reply, still no parcel and no sign of a refund anytime soon.
Worst experience I've ever had purchasing abroad and will never do it again.
Would never recommend.