Asos.com

Review: For my order [redacted], the package arrived and was completely empty. This was my first order ever with asos.com and they claim they cannot refund me because this has happened too many times. This is obviously a mistake and scam on their end.Desired Settlement: Please refund me for this order and they will never have to hear from me again since they are fraud.

Business

Response:

The customer placed an order for goods with ASOS.com and claimed that the parcel was empty when it arrived. In their complaint to the Revdex.com, the customer also refers to this being their first order with ASOS. On investigation, the ASOS Customer Care team identified that in the past two months, the customer has actually placed two other orders (on two separate ASOS accounts) and, on both occasions, made the identical claim of receiving empty parcels which resulted in ASOS refunding the customer in full as per their requests. In this instance, ASOS disputes the veracity of the customer’s claim and has decided not to refund the customer. ASOS has advised the customer of this, closed their accounts, and now consider the matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This isn't fair. because of their error, I am being punished. I am being scammed by this website and get no refund. Just refund me and this is dropped.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: At approximately 1145am on 2/**/15 I placed an order on the ASOS.com site - Order # [redacted]. At approximately 1255pm I received an email with a 20% off coupon to use for the weekend. I reached their customer service group and asked for the code to be applied, they denied. They also would not allow me to cancel the order.Desired Settlement: 20% off my order [redacted] - credited back to my card. Date Sent: [redacted]The coupon is attached. Were there specific dates on the coupon? received 12:37pm 2/**/15 - end date 2/**/15 @ 3amWas it only for your next purchase? No. It does not state anywhere on the document that it was for the next purchase. Did you only receive it because you made the original purchase? No, it was a [redacted] Weekend coupon

Business

Response:

The customer made an order for goods on ASOS.com. The customer later contacted the ASOS Customer Care team to request that a discount code she received from ASOS after placing her original order, be redeemed against her original order. Under the terms and conditions of ASOS discount codes, discount codes cannot be applied to orders that have already been placed, and the customer had up to 60 minutes to cancel the original order, if it was no longer wanted at the original price. However, the ASOS Customer Care team will offer the customer a small goodwill gesture in order to resolve the matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Here is what I received from the company, and although it defeats the purpose of the first order, I will accept. Hello [redacted], My name is ** and I work on our Customer Experience team here at ASOS. We deal with all escalated queries and complaints - I’ll be able to help you further with your query. I'm getting in touch to let you know that the relevant ream have received your Revdex.com complaint about not being able to apply a discount code to an order already placed, and not being able to cancel your order, and they have investigated this matter further for you. As stated on the ASOS terms and conditions for discount codes, sadly discount codes cannot be redeemed on an order that has already been placed – “A promotion code can't be used after an order has been placed”. Please click here to view our Terms and conditions. However, as we can see that you received a discount code from ASOS within the hour after your placed your order, in which time you may have still been able to cancel your order yourself and place a new order using the 20% off code, we would like to offer you, as a gesture of goodwill, a new 20% off discount code, for use on your next order.

Sincerely,

Review: [redacted] I placed an order 11/**/2014 (ASOS Order #[redacted]); included in this order were size 7 (UK) ASOS Mix It Up Flat Shoes (Item #2914899). My order was placed during a holiday promotion in which I received 30% off. When I received the shoes they were too small, so I contacted ASOS via email (THE ONLY WAY THEY ALLOW YOU TOO) and asked if they would send me the right sized shoe at the promotional price and i'd return the current shoe, as they do not allow for "exchanges". After some back and forth I was told by the agent (via email Query #[redacted]) that they would be sending me the right sized shoe at the discounted price. I waited a week and nothing showed up, so I replied to the original query but it had been closed so I had to email AGAIN. AGAIN, I was told by a separate agent via email (query # [redacted]) that I would be sent the correct sized shoes at the discounted price. At this time I had already returned the shoes I had received, ASOS had received them and issued a refund. I waited another week and attempted to contact ASOS again after the shoes never came (Query: [redacted]) I was then told the shoes were never sent and were no longer available. I told the agent, via email, that I wanted to SPEAK to an agent over the telephone about how this was mishandled, I was assured someone would call me...no one ever did. I then attempted to respond to the email, and yet again, it was closed and I had to send ANOTHER email (Query: [redacted]) and ASK AGAIN to SPEAK to a representative over the phone, at which time I was assured someone would call me AGAIN. It is now a week later and I sitll have not received a phonecall

ASOS has the WORST customer service I have ever experience. Not only is it impossible to speak to someone, when you email them they immediately close out the case and do not check to see if it has been handled. This place is terrible and shouldnt be in business.Desired Settlement: I want to be paid for my time. [redacted] Exchange for desired product AND ASOS to get a sufficient customer service department.

Business

Response:

The customer placed an order for a product with ASOS.com, but ordered the incorrect size. When ASOS attempted to replace the customer’s product for her desired size, the product was no longer in stock. With help from the ASOS Customer Care team, the customer has been refunded for the product and has also been issued with a small goodwill gesture. The matter is now resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In typical ASOS fashion, they offered a "goodwill gesture" and then never followed through. Instead, they closed our email string and did not provide the gift certificate offered.This complaint is not closed. ASOS way of doing business is unacceptable and needs to be addressed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer’s initial goodwill gesture was not issued in the customer’s preferred currency. The ASOS Customer Care team did not receive the customer’s email regarding this because the matter had been closed. With further help from ASOS Customer Care, the customer has been issued with another small gesture of goodwill. The matter is now resolved.

Review: I ordered a coat from ASOS that I wish to return. I don't have the original invoice, but I have the order number ([redacted]). I was directed by ASOS email customer service to print a "Returns Note" which I have done. I was told a shipping label would be sent to me in 1 business day and I still ahve not received it. I sent another email regarding this same problem(Querry- [redacted] today and recevied another email saying that the querry had been closed and I would have to open another one! All I want is an address so I can return the item! I have sent 10 emails and there is no resolution and there is a limited amount of time (28 days) to return items.

There is no phone number to call and apparently all the emails are form emails. Horrible Customer Service!Desired Settlement: An address where I can send the coat and a refund.

Business

Response:

ASOS.com has resolved the matter as per the customer’s request, and the customer has also been provided with a small goodwill gesture. The matter is now closed.

Review: I have returned merchandise as instructed by the retailer. The retailer claims they have attempted to refund me but my account is expired which is a false statements. therefore they refunded me on an account that is not active and has not been active in over a year. The account they refunded me on was compromised during the [redacted] security breach therefore is closed. I have provided them statements from the account I used to show the purchase and no refund twice and they continue to request the same information. Now they are requesting that I get a letter from the bank of the account that is no longer active stating that it is no longer active. Have not provided me with proof that the refund was processed to the closed account successfully as they claim.Desired Settlement: refund the original account that the purchase was made with.

Business

Response:

The customer returned goods to ASOS.com for a refund. However due to a system error, the customer’s card could not be refunded, so the system processed the customer’s refund to an alternative card on their account. The ASOS Customer Care Team have since contacted the customer to confirm this. The matter has been resolved.

Review: I ordered $400 worth of gowns. The gowns arrived and did not for. I immediately put the gowns back in the package and returned them. Asos states that the returns are free and will credit my card back. Asos has yet acknowledge. They basically have stolen $400 from me because they received their merchandise but did not refund me my money.Desired Settlement: I would like for Asos to please refund me my $400. I am contacting an attorney to file charges for theft.

Business

Response:

ASOS.com was unable to process the customer's refund due to their returned goods not being received back at the ASOS warehouse. The ASOS Customer Care team has contacted the customer to advise that ASOS have now refunded the customer, as per their request. The customer has also been provided a small gesture of goodwill, and the matter is now closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: When I ordered, the picture showed ASOS CURVE Exclusive Skater Dress In Lace With Grosgrain Ribbon Detail In Longer Length. However, what I received was ASOS CURVE Skater Dress With Double Layer And Dobby Spot In Longer Length. I even went back to make sure that I hadn't ordered the wrong thing. The picture still showed ASOS CURVE Exclusive Skater Dress In Lace With Grosgrain Ribbon Detail In Longer Length. That's the dress I thought I was buying. In fact, the first few results of a [redacted] search of the ASOS CURVE Skater Dress with Double Layer and Dobby Spot In Longer Length shows an image of the ASOS CURVE Exclusive Skater Dress In Lace with Grosgrain Ribbon Detail In Longer Length because that's the image that was originally there when I purchased it. The latter is the dress I was expecting to get.

It's been a week, and I still haven't received a proper response. I received one e-mail 6 days later that essentially said that they'd responded (they hadn't) and hadn't heard back from me but were just going to assume that everything was fine. I replied that it wasn't, explained my situation, and have yet to receive a response. I tried contacting them via their Twitter account, but once again I could not get a response.Desired Settlement: I really just want the ASOS CURVE Exclusive Skater Dress In Lace with Grosgrain Ribbon Detail. That's all I really want. Oh, and to believe in the integrity of Asos again.

Business

Response:

The ASOS product purchased by and delivered to the customer was not their preferred choice. With help from the ASOS Customer Care team, the customer subsequently ordered their chosen product, which was delivered on ** May 2014. The matter is now resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: To whom it may concern:

On Sept [redacted] I ordered two items from Asos.com totaling 123.62. I selected standard shipping which was supposed to arrive before Friday September **, 2015. I sent an email to the business on 9/** saying that my order had not arrived. I checked the shipping tracker and it stated that the order had been at [redacted] since September **, 2015 but there was no attempted delivery to my address. They told me to wait until Sept. ** for my order. They said: "We'll attempt to contact the carrier for you, but in the meantime we would please ask you to wait until September [redacted] as it should be with you then at the latest." I emailed again on Sept [redacted] saying that I still hadn't received my items. I demanded a refund again. They said: I'm really sorry you still haven't received your ASOS parcel and I completely understand your frustration in having to wait so long - not cool!

"We sadly haven't heard back from the courier after contacting them on [redacted] about this. I'm therefore going to get back in touch with them now and chase this up. As soon as we hear back I'll drop you another email to let you know. Until they get back to me, I'm sadly not able to issue you with a refund."

I emailed saying that their issue with their carrier is their problem not mine. It is clear that the items were not delivered to my address because of the tracker. I want a refund. They stated: Please can I kindly ask if you could wait a further 48 hours while we carry out a full investigation with our carrier. As soon as we have an update we'll be back in touch with you.

I emailed again requested a refund. They stated:

"As we're currently waiting for a response from our carrier, I'm unable to process a refund right away - I do apologise about this."

This is when I said I would be filing a complaint to get a refund for products that were NEVER shipped to my address. They asked me to wait 24 hours and I still haven't seen the (1) items or (2) a response.

This would make sense to me if the allegation was that the package was delivered but I never received it. Sure, but here it was never delivered and we all know that. I want a refund and this is completely unacceptable.Desired Settlement: I have simply requested from the company over ten times to give me a full refund. I have not requested the product because I don't want to deal with the company anymore. I do not want credit, I want a prompt refund.

Business

Response:

The customer made an order for goods on ASOS.com. The goods were dispatched from the ASOS warehouse, however the goods were not received by the customer. With the help of the ASOS Customer Care team, a full refund for the goods has been processed, and a small gesture of goodwill has also been offered. ASOS considers the matter closed.

Review: Hello,

I purchased a dress from ASOS in November on Black Friday. The dress was supposed to be withn 7-10 days so I could have it in time for a formal event. It never came in on time so I couldn't wear it like I had planned on it. I emailed ASOS and the only thing they offered was a 10% off my next purchase which I was disappointed about. The dress did not fit properly and so therefore, I needed to return it. I requested a return form and prepaid label like they had promised. I had the shipping form but they did not send the shipping label. I then continued to email them numerous times about emailing me the shipping label and they kept saying they would and it never happened. This was over the period of several months of which I was extremely dissatisfied with the customer service but could not escalate it to a higher authority. I never received the shipping label and still hold possession of the dress with tags included.Desired Settlement: At this point in time, I would like to just be refunded for my purchase. I don't want to deal with the mail aspect but believe I deserve at least a refund at this point in time as this issue has not been resolved.

Business

Response:

ASOS was unable to create the customer’s returns shipping label, due to a technical glitch. With the help of the ASOS Customer Care team, the customer has now been issued with a returns shipping label via email, and has also been offered a small gesture of goodwill. As per their request, the customer has been refunded and the matter is now closed.

Review: I ordered a dress in February with express shipping - Firstky I got the item late so I returned it and the representative was going to give me a full refund. The refund has not appeared on my credit card. This refund was promised on March **. Prior to that the representative asked me to update my credit card information.

What is the hold upDesired Settlement: My refund to be processed and a price adjustment given on the dress/size combo I did keep to match the online price of 39.81.

Business

Response:

ASOS.com was initially unable to process the customer’s request for a refund for returned goods because their credit card had expired. After the customer provided ASOS with their new credit card details, a full refund was processed for the customer’s product and delivery charges. ASOS has also issued the customer with a small goodwill gesture and the matter is now resolved.

Review: On August [redacted], I ordered a pair of boots (Warehouse brand, SKU: 3886361) for $74 USD from this retailer. However, a different pair of boots (also a different brand) was delivered. I notified the company on August [redacted] of the problem and they told me that the item I ordered and paid for was out of stock. The incorrect boots were returned and the $74 was refunded. However, the boots I actually ordered and paid for were not out of stock. I tried to order them again, on August [redacted]. They were marked at a higher price ($99 USD), but I actually received the correct item. It never occurred to me that they would refuse to honor the original price, but after two attempts to email them on September [redacted], someone actually read my concern and responded by telling me they would not honor the original price. First of all, I pay $29/year for this company's "premier" service and their customer service is abhorrent, compared with retailers who charge nothing to their customer base. Second, the idea that a retailer would ship the wrong item, then mark the ordered item up to a higher price and refuse to honor the original price is such a slap in the face and one that is at least suggestive of a scam. It is so insulting to my time to have to contact this company 3 times directly and now a 4th through Revdex.com just to pay the advertised price for an item ordered two months ago.Desired Settlement: I want the $25 USD I was forced to overpay due to their negligence and/or malfeasance. I would also like to see the "policy" of overcharging customers who are just trying to get their correct order for the originally agreed upon price - be corrected to not fleece their customer base.

Business

Response:

The customer made an order for goods on ASOS.com. When the customer did not receive one of their desired products, they placed a new order. With the help of the ASOS Customer Care team and as requested by the customer, a refund had been processed for the difference in price of that product. A small goodwill gesture has also been offered. ASOS considers the matter closed.

Review: I order a coat on November **, 2013 for $115.69 and on the November **, 2013 I notice that the cost was now $80.98. All I want a credit for the difference of $34.71. Most stores will give the customer the credit, the price drop was within days.Desired Settlement: I want a credit for $34.71.

Consumer

Response:

They also have a US store and [redacted].

Business

Response:

In response to the complaint, the customer has been refunded the difference in cost (almost $35) of an item that she purchased which subsequently went on sale. The customer has been contacted by our Customer Care team to advise of this (which was what was requested by the customer) and also been offered a goodwill gesture which has been accepted, and the matter now resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. It's true that they did contact me and promise to refund $35.00 back to me.

Sincerely,

Review: I have purchased from this website before and am aware of their refund policy in which you have to send the items back before you can return it or get a different size which is completely understandable, but I just ordered a suit and a jacket for myself because I am leaving for my honeymoon in new york and needed a nice outfit and also a jacket for the cold weather. I of course get the express shipping to receive it faster for my trip I order it on monday to receive it wednesday since my trip is on friday. Of course I would have want to bought it sooner but I did not have the funds to pay for it and used the only money I had left that was unaccounted for towards the purchase of the jacket, When I received my package in wednesday the suit was great, but as I kept looking through the package there was no jacket they instead sent me some blue pants that I did not order. So I immediately thought maybe I ordered the wrong thing, but I looked at the invoice inside the package it said I had placed the correct order. So I immediately contact asos in regards to THEIR MISTAKE of sending me the wrong item. First of all they have no phone number in which you can call in order to contact them, so I sent them an email. Hours and Hours went by and no response. They also have an online chat option, which by the way is always offline so it barely works. When it finally becomes online I speak to representative Rosa. I tell her the exact situation that is going on and she tells me there is nothing they can do about switching out my jacket before the trip. So I ask her for a refund in order to purchase a jacket for my trip. She again tells me there is nothing that she can do. So I ask to speak to a manager or someone in charge and she would not pass me along to anyone. When I asked her again she told me she was closing the chat and that someone would contact me soon. Now what am I suppose to do? I am leaving in one day and have no jacket or no money to purchase a jacket? This is awful customer service. This was not my mistake it was theirs and they are doing nothing to fix it.Desired Settlement: I would like my refund immediately and because of this situation going on and their lack of customer serivce I would like to be given an additional credit or my jacket free of charge.

Business

Response:

The customer placed an order with ASOS.com and they did not receive their desired product. With the help of the ASOS Customer Care team, the customer has been advised to return their incorrect product, and ASOS have now processed a refund, as per the customer’s request.

Review: Ordered a package that included a gift for a friends birthday on November [redacted]. My package was said to arrive "on or by" December [redacted] and nowhere on the site or my order confirmation did this day it was an estimated date, simply "Delivered on or by December [redacted]."

Today is the [redacted] and I still do not have my package. My attempts at contacting ASOS have only resulted in them telling me to wait until the [redacted], even though technically I was promised that I would come an entire week prior. I was also offered a 15% off ONE item voucher for future use, however I don't intend to make purchases with them again in the future so they are rally offering me nothing and telling me I just had to wait and they are sorry. But that doesn't help the fact that I had to go out and spend more money on a present that I thought would be arriving on the [redacted]. Not to mention my boyfriend bought a package from them a day prior and it got here on the [redacted]. It was also sent through [redacted] and the tracking was very straightforward, my package has been sent usps with VERY minimal tracking provided by a specific service they use, not even usps tracking.

Bottom line, it's not okay to accept my money as a company and then turn around and not provide the service that your customer was expecting. My order number was [redacted]. I want to be refunded my full amount for lack of service, the fact that my package has not yet arrived, and the fact that I had to spend more of my personal money due to an error on the part of ASOS and not myself.Desired Settlement: For them to treat their customers with more respect as I can see this hasn't only happened to me and for them to uphold their shipping promises. If they cannot deliver within a certain time frame, don't let that be an option for the customer to choose.

Business

Response:

The customer did not receive their desired goods and with the help of the ASOS Customer Care team, the customer was refunded for the order, along with a small gesture of goodwill. ASOS now considers the matter closed.

Review: I submitted a large order for a number of items on October **, 2013. My order total came up to over $500 as I was ordering items for a trip. The confirmation said I would receive the items on or before November **, 2015. It is now November [redacted], and I am still not in receipt of my items. Additionally, the events which I have ordered the items for have passed.

I have tried numerous times to get in touch with Asos customer service, but have been unable. They have a "Chat with us" button, which OCCASIONALLY has a green dot, which you presume means that someone is available to chat. However, every time I try to click the button, the screen freezes and brings you back to the original page displaying the "Chat with us" button in all gray, meaning no one is available to chat.

Additionally, when I try to send comments by email, the screen also freezes or the site takes you to a number of different pages with "answers" before allowing you to get to a page with input boxes. I have now sent messages twice, and have received no response. In addition to these nonworking customer service mechanisms, there is no phone number available to call.

At this point, I am out of $500, have received no items and have been unable to reach anyone to speak to about these issues.Desired Settlement: I would like a refund of all costs paid. I ordered these items for a specific purpose, giving myself enough time. I expected the items to be received by or before the date indicated by Asos, otherwise I would not have ordered them.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered items from this website, as they advertise free shipping and free returns. There are UK and USA versions of the website, so as a Canadian, I ordered from the USA site. On the USA website, it does NOT state that returns from international customers are not included in their "free returns" policy (I even read the fine print). However, the UK website does say that international customers will need to pay for return shipping. For this specific reason, I didn’t order from the UK site. Additionally, despite ordering from the USA website, my orders still shipped from the UK. I have had more than 10 correspondences with this company (all electronic, since they do not provide telephone customer service -- this has been additionally frustrating). Despite sending screen shots to them of their website and showing them their policies, they refuse to offer free return shipping for my order, and have not offered any compromise or support. Even if I had to pay return shipping charges (which I will not, given their advertising online), I would be expecting to ship my items back to the USA. This would cost about $26CAD. However, since my items were shipped from the UK, I am now expected to ship my items back to the UK warehouse, which will cost about $100CAD. This is completely unacceptable and unreasonable, given the information they advertise online. Their website is inaccurate and misleading for international customers.Desired Settlement: I am requesting that Asos.com pay for the return shipping of my items.

Consumer

Response:

I have been contacted by email from the customer service department at [redacted], regarding my complaint (ID [redacted]), and find that this resolution is satisfactory to me and the matter has been resolved. They have agreed to provide a full payment for the return-shipping costs.

Sincerely,

Review: I purchased an item from asos.com on December **, 2014 and supposedly order shipped on December [redacted] but I am yet to receive anything. Order #[redacted]. They have charged my credit card. I have emailed them several times with no update or resolution. I've requested a refund to my credit card but to no avail. When I got to their website and log on to my acct it doesn't give me any option to contact them directly to get a live person. Sounds very fishy. Please help me in getting this resolved asap!

###-###-####Desired Settlement: I just want my credit card refunded and no longer want the product (I NEVER RECEIVED). Thanks.

Business

Response:

The customer placed an order for goods on ASOS.com, however did not receive the goods within the designated delivery timeframe. With the help of the ASOS Customer Care team, the customer has been issued with a full refund for the order, as per the customer’srequest. The customer has also been provided a small goodwill gesture, and the matter is now closed.

Business

Response:

The customer placed an order for goods on ASOS.com, however did not receive the goods within the designated delivery timeframe. With the help of the ASOS Customer Care team, the customer has been issued with a full refund for the order, as per the customer’srequest. The customer has also been provided a small goodwill gesture, and the matter is now closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Main issue: Bad faith, breach of contract, consumer protection violation, and possible data privacy issue.

Facts: On Monday December **, 2015 I ordered a three piece suit for a wedding. I spent thirty minutes on sizing with a customer service rep that was far from appropriate. Documented the conversation. Whether the rep did not know or lied, she continued to state untruths about shipping and pricing (shipping was free based on the amount) yet she refused to give the code, the system generated it anyways. The price was good and the shipping was two day needed for a wedding. My debit card and shipping address were all valid.

On Tuesday morning of December **, 2015, Asos cancelled my order without telling me or stating why. That night I got an email, the package was supposed to arrive per the purchase contract on Wednesday, yet Tuesday night I got notice of the cancelling that had happened hours before. There was no reason given. There is no number to contact customer experience (this is likely in violation of US law), so I went online. Customer experience refused to tell me why it was cancelled. I know it was bad faith, they either ran out of stock, was no way they could meet the shipping deadlines, or some variation of the two. I asked to speak to a supervisor. They refused. I asked for them to call me, they refused. I asked them to be reasonable and explain to me why this happened, guaranty me that id pay the same price for the suit and have it on time. They refused. They told me to send my financial statement, a picture of my passport and my card because my shipping address was different than my billing address. That is normal. No other business cancels an order for that reason. They could have asked at the time of sale, they could have required I provide that before they ship. Further, from a PII standpoint asking me to email that data certainly violates US law. I asked to escalate the issue to legal so that I could be sure if I provided what I think is unreasonable data to asos that I would be guaranteed my items. They refused. I was told another team would handle my case. I asked what team, they refused to tell me. I asked when it would be handled by they refused to tell me. I have this all documented. This is not fair, not reasonable and not up to par with consumer protection laws in the United States. I basically had no channel to resolve this bad faith cancellation. I provided them what they needed and almost a full 24 hours after that they said they had received it. And that was it, I got a 'we received your bank statement, passport and debit card information, you are green lit to try again. I also think requesting this information online is outrageous and a huge privacy issue. Shipping and delivery dates are often different, people send gifts and to claim that was why this was cancelled is borderline fraud. This was clearly out of stock item and bad faith cancellation under the guise of some process that doesnt exist. This is now Wednesday and the item is out of stock. I've spent hours with them. They refused to communicate, to negotiate, to make me whole for my loss of a suit. They made an offer, I accepted and paid, they took payment then unilaterally terminated the contract. And basically told me, 'sorry you are out of luck'. Because of their breach of contract they have wasted my time and taken the stance that they do not care at all. I have the conversations and rather than escalate further want to resolve reasonably. I would have done so with the company but they refused to communicate with me. Besides legal and regulatory violations asos is simply a better business than this and should make it right.

This is a big online retailer and there is no way to protect yourself and argue for fairness when their attitude is we can do what we want and we are simply an online retailer that makes a ton of money because we can cancel contracts as we see fit.

Allegations clear: bad faith, consumer protection and privacy issues, breach of contract, failure to respond, failure to act reasonably, failure to protect the customer.Desired Settlement: To resolve this is issue I want the order that I placed delivered within the original shipping terms I was given. The suit is 44r for the jacket, in brown slim suit for the jacket, the waistcoat, and 36' 30 for the pants. Delivery to my billing address. I do not want any other color, size or material.

The suit was to be delivered today and I expect it to be delivered within the week by them.

In the alternative I want asos to provide me a check to purchase a comparable suit and pay for the shipping of that suit in the United States within the time I expected the suit I purchased on asos.com. I have only found suits in the 400 dollar range. I would accept $300 which meets halfway. It will cover my shipment of a similarly priced suit if I can find it plus tax and suit.

For this blatant abuse of the consumer, bad faith termination of contract, and failure to protect the consumer these two alternatives are reasonable.

Business

Response:

The customer did not receive their desired goods, due to a discrepancy with their account. ASOS Customer Care required further documents to proceed with their order; however the customer’s desired goods then went out of stock. The ASOS Customer Care team provided the customer with a small goodwill gesture and the matter is now closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Although I have not received any "gesture of good faith" and disagree that there was any discrepancy with my account but will simply not recommend not use asos in the future.

Sincerely,

Review: On 11/**/14, I placed an order for several items through the ASOS website. I received the order on time, but for one of my items, ASOS sent me an 'Tall' Bodysuit instead of the 'Petite' Shirt I ordered. I contacted them immediately regarding this error. They responded quickly through email and sent me a replacement. When I opened the new package, it was the wrong item yet again. Unbelievable. I emailed them regarding this error and even included pictures, but received no response. I had to resort to messaging them on [redacted]. The item was now sold out at that time, so I just wanted my money back. The rep advised me to send the incorrect items back to them and I would then receive a refund.

I sent those items back to ASOS along with another unrelated return on 11/**/14. The unrelated return was refunded on 12/**/14, but the order with the two incorrect items have gone ignored. I have emailed, [redacted] messaged, tweeted, and attempted to contact ASOS through [redacted] but have not received any type of response or acknowledgement of my issue. It has been nearly a month since I originally ordered this shirt and I have nothing to show for it.

ASOS' customer service is nonexistent if you have an issue with them. Their excuse to others on social media has been that they are busy due to the holidays. What company isn't busy during these times?! I have never had to chase a company down like this for a refund.Desired Settlement: I would like the money refunded back to my original form of payment and an apology for their lack of customer service.

Consumer

Response:

ASOS continued to give me the runaround regarding my complaint ID [redacted], so I resorted to opening a case against ASOS with [redacted]. ASOS offered me $10 off my next order, but still did not refund me the money for my return due to some type of "error." [redacted] investigated my claim and ruled in my favor. The matter has been resolved due to [redacted]'s buyer protection.

Sincerely,

Review: I placed my order on Dec. **. The tracking information stops on Dec. [redacted]. One response from ASOS said they would get back to me after they contacted the carrier. I've not heard back. My email to the customer service section this morning was answered with an automated response that indicated they were sorry if their answer takes longer than expected. I still have not heard back.Desired Settlement: I want my order or my money back.

Consumer

Response:

On Dec. [redacted], I received several conflicting emails from various people at ASOS. They said they assume my package was lost and they will refund my $$. I asked them to contact the carrier and track my package. The email I received said this: