Zach S.

Dear ASOS,

I am writing this hoping that someone will see it and be able to help me as I find myself in the worst experience I have ever had with an online store.

I placed an order with ASOS on Monday March 19th and received it not long after that. After trying the different items within this order I decided to return some things.
When I went to return this order I had realised that the card I used to buy these items was stolen from me. Because that card was stolen from me I closed the bank account associated with that card. That bank account was closed on April 3rd. I notified your customer service team about this before returning these items and you assured me that it would not be an issue and that you would help me obtain my refund. Once the refund was "processed" you had informed me that the bank account that I had closed accepted the refund and that I needed to get in contact with that bank in order to receive my refund. I went into the bank and told them what you had said and they told me that my bank account was indeed closed and that it was impossible for any funds to have gone into it. They double checked and confirmed that there was no refund. I replied back and told you this, you told me to go back to the bank and have them right a personal letter stating that my bank account was closed (this after I already gave you my closing bank statement). I went back to the bank and explained to them what you requested of me. They explained that they never do this and that I should only need a closing bank statement. After much discussion they finally gave me a personal letter stating that my bank account was indeed closed on April 3rd. I gave you this letter and you agreed to do a "one off" to refund me to my current bank account.

Fast forward to now. I decided to make a second return on that same order on April 26th. I wanted to avoid any sort of confusion & frustration on this second return as it was purchased on the same stolen card/bank account. To be safe I got in contact with your customer care team and asked them to help make sure that the refund didn't go to that old card (which i deleted off my account because you said it would solve issues). You promised me that if there were any issues that you would help me get my refund to my current bank account.

Sure enough, the same thing happened the second time as did the first. You replied to me saying that my old bank account had accepted my refund. Frustrated at this point I contacted you again and explained that this bank account was closed and it had been closed since April 3rd. Since that contact with you I have had 24 back and forth emails, 15 online chat sessions, DM's to your social media accounts, 2 calls from your team telling me to go back into the bank, gone back and forth to and from the bank having them write multiple letters telling you that they don't have my refund money and I am so far beyond frustrated. You constantly tell me to do something to prove that they don't have the money, then I do that and you still tell me that there is nothing you can do.

The simple reality is that I don't have my refund and you have made me go through so many loops over these last couple of months to try and obtain it. I have done everything that you have requested and it still isnt enough for you to give me my proper refund. WHEN WILL YOU GIVE ME MY REFUND? Please have someone who has common sense look at my case and organise my refund. I have tried to be nice but after months of this and over 50 forms of communication I am at the end of my rope.

I am severely disappointed in the way I have been treated and I am sure I am not the only one.