ASOS review: Return policy

I am making this complaint today out of pure frustration with this company’s policies. I have been advised by supervisor, Prince Arthur that there is no one above him that I can chat with in order to find resolve. As a first-time customer this experience has put me in such a negative headspace I don’t know if I can ever do business with Asos again, not to mention all the people that complimented me on my dress I now feel like I need to go back to them and tell them to purchase at their own risk.

To try and be as brief as possible here is a breakdown of what occurred:

• I placed order #[protected] on September 28, 2023. I ordered two of the same dress, in two different sizes for my 50th birthday because there were multiple reviews stating the sizing was off and the dress ran small. This was in fact true but luckily one of the sizes worked.

• Given that I knew I would be returning one of the dresses I made note of the “return by date” reflected on my initial confirmation email (please refer to the screenshot below) because planning a big party and tending to family that traveled from all over, I knew things would get hectic.

• Here’s where the problem lies. Today, November 6, 2023 (before the return by date noted on my email) I attempted to return one of the dresses however I have been informed by your customer service team but not anywhere on the email directly that the date provided is an estimate. Now I must ask you just like I asked your customer service rep Edgar and the supervisor Prince, how would I, a new customer know that the date reflected is an estimate? If nothing else please remove that feature from this “auto response email” as it is misleading, causes confusion and shouldn’t be used according to your customer service team.

I cannot tell you how frustrating it was to be repeatedly told that I should’ve read the return policy and yet no one could answer why would a customer view your return policy when they’re being told in black and white via email when they needed to return an item by. I’m still dumbfounded because where is Asos’ accountability for sending out misleading communications? Perhaps executive management isn’t aware, but the email does not provide ANY indication that the date reflected is an estimate and is solely based on the estimated delivery date. Now how is that fair? I would’ve never in a million years thought this company would not honor something they put in writing. I mean it really says a lot about the company’s integrity to me. I could totally see if I didn’t have this email, or it didn’t include a date then yes, I accept full responsibility for the error. But this is like me giving someone my phone number and then handing them a phone book and telling them to go and look my phone number up. It doesn’t make sense and no matter how I replied I was just told I should’ve read the return policy and so again I must ask why? The company sent me an email telling me when I had to return it by with no indication that the date listed is an approximation. When we shop at amazon, they tell us our return by date too. Could you imagine if Amazon would try to go back on the date they provided you with? They would honor it, so it just baffles me after chatting with people for over one hour and 30 minutes why I am now forced to write a formal complaint in efforts of being heard and accommodated. I even asked if a store credit was possible and all I kept being told was that “Our system won’t allow us to create a return label once it’s passed the 28 days”. And I’m sorry I just don’t believe that. I have previously worked in a customer service environment for years and there are exceptions to every rule. I refuse to believe that if one of the CEO’s family members or a friend or friend of a family member experienced the same issue that they would receive the same service or response as I did. And again, if I didn’t have the email I would consider myself completely at fault but I must ask again where is Asos’ accountability in this matter? That confirmation email should not include a return by date and simply should refer customers to the return policy for details seeing as how that’s all I was repeatedly told for over an hour. Removing that date will minimize the number of inquiries regarding returns are received, the amount of requests to chat with supervisors, and won’t leave customers feeling like they did something wrong. I am still in disbelief that this company would not honor what it wrote in an email that did not have any disclosures surrounding the date provided.

For reference here are my chat numbers #[protected] and [protected].

Courtney Burrell

Cell: [protected]

Email Address: [protected]@gmail.com