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03-10-2011
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Psylocke's Avatar
 
Join Date: Dec 2009
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Thanks everyone! I've kept the postage receipt so I hope I'll get a refund for the shipping costs. Also, I wonder if they haven't replied to my e-mail because I wrote it in German? The contact form was in German and the automated replies I get are usually in German as well but the one I got after I sent this one was in English, so I wonder if I should try again in English? I find it weird they would just ignore me for so long.

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04-10-2011
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feeclochette201's Avatar
 
Join Date: Jan 2006
Location: Montreal
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I also send a email to the customer care 3 , 4 days ago and never got an answer.

I've been trying to make a purchase during the sale but everytime i try to see my save items or my bag i end up on a error page... anybody else with that problem ? i tried from different computer and different account and always get the error page...

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04-10-2011
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amour_amour363's Avatar
 
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I've also been having heaps of trouble with the website for some reason, loading the pages when I try to narrow my results with size etc. During the sale it also took heaps of tries to get things to go into my bag, or delete them, I kept getting errors. Don't know why, it's always worked before. I ended up placing my order on my brothers computer (same browser, same computer don't know why it worked better). But it still had an error once I checked out.

Try their FB page "ASOS here to help". I left a comment on there and they replied to me pretty quickly.

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11-10-2011
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feeclochette201's Avatar
 
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I'm starting to get very upset with ASOS. I made a big order with them weeks ago and never received it and now they are telling me that the order was delivered and sign.... by me.... I live by myself so nobody could have taken the order for me. They were supposed to contact the delivery company to see what happen and I havent heard from them in almost a week now and they don't answer my email... great

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11-10-2011
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diesanni's Avatar
 
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^That's horrible. Is it possible that someone just signed for you and kept the parcel? To me it happened twice that an order got lost and they send it again right away in one case and for the other I got an immediate refund.

As for them not answering emails, I've noticed that their customer service isn't what it used to be. They used to answer right away or at least send a confirmation that they've received your email. Now they send those pointless pre-scripted answers and it takes forever for them to arrive.

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11-10-2011
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I'm definitely not ordering again from them because I'm so frustrated with their customer service. I e-mailed them again because I never got an answer. I sent them a copy of the original mail, asked for a refund on my return shipping costs and attached my postage receipt. I finally got an answer mail saying that of course they would refund me the postage money if I sent them a postage receipt. I sent it to them again and haven't received an answer since. I can't believe such a big online business like ASOS would have such a horrible and messy customer service. Awful.
At least I do like the bracelet that I re-ordered very much

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11-10-2011
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e-v-elina's Avatar
 
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geez so much difficulties with asos nowadays, makes me not wanna order from them again..

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11-10-2011
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amour_amour363's Avatar
 
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After that initial contact with them I got through their FB page, they never replied again. I don't think I'll order again, it's just a pain when something goes wrong.

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12-10-2011
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*Bianca*'s Avatar
 
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When doing free postage, my parcel once went to a strangers house 3 blocks away, and was just left there - not even signed for!

Luckily the guy was nice enough to bring it over to my house!

My latest order was a major disapointment - the underwear I bought STUNK like cigarette smoke How feral and disgusting can you get?

I contacted them via facebook, and they're going to give me a refund. Thankfully I don't have to bother returning them, will just throw them out.

The 2 dresses I ordered fit really bad, so out of the 4 items I ordered, only keeping one (tweezers ).

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12-10-2011
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feeclochette201's Avatar
 
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Yuck , I'm horrified with the bad service everybody got lately.

After I wrote my previous post , ASOS contact me right away and re-send the last order I never received , they also refund on my CC for the items that were back order.

I'm happy with the conclusion of this story but it still took 1 week for them to answer me , i'm not sure if i'll be ordering again.....

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13-10-2011
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Quote:
Originally Posted by *Bianca* View Post
When doing free postage, my parcel once went to a strangers house 3 blocks away, and was just left there - not even signed for!

Luckily the guy was nice enough to bring it over to my house!

My latest order was a major disapointment - the underwear I bought STUNK like cigarette smoke How feral and disgusting can you get?

I contacted them via facebook, and they're going to give me a refund. Thankfully I don't have to bother returning them, will just throw them out.

The 2 dresses I ordered fit really bad, so out of the 4 items I ordered, only keeping one (tweezers ).
Underwear stinking like cigarettes? Yikes.

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15-10-2011
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sounds like people get loads of problems?!

Always happens when a company gets really big.

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15-10-2011
  313
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diesanni's Avatar
 
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I just got another one of those stupid pre-scripted answers from their customer support that has nothing to do with the email I sent. Their service used to be so friendly and really helpful and personal. Now you're being dealt with by an automated system to spare them the effort and make you to not want to bother them again. Brilliant.

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16-10-2011
  314
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Wow after reading all of these posts I will never order from them again.

I use to purchased items from them all the time. The last order I placed was in January. And I've never had any problems but it sounds like things have changed within the company.

Too bad because their customer service use to be excellent.

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17-10-2011
  315
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Latest buys

Source: ASOS

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Last edited by ellegirl; 17-10-2011 at 05:19 PM.
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