Why I'm Breaking Up With ASOS

For anyone who knows me, they know I'm absolutely obsessed with ASOS. I'm an ASOS premier customer and I've spent more hours than I count browsing their pages and putting items into my saved items. With each pay day, I usually put in a large-ish order which has since resulted in me spending more pounds than I count (or can bear to) and I usually have no issues with the quality of their items. On the rare occasion, I do have an issue with an item, their customer service team are usually friendly, quick to respond and resolve the issue. Or so I thought.

Recently I've had the absolute WORST experience with them which has led me to question whether I should be spending/wasting both time and money on their website. The three issues I've experienced with one order are outlined below:

i. Refusal to change delivery followed by blatant disregard for messages sent.
ii. I received a crop top rather than a dress (which I needed for a night out!)
iii. The jumper I ordered was so badly made, it had pulls in it and started unravelling on the first wear.

Admittedly, the delivery issue was my fault. I selected the wrong address, however I contacted them within 20 minutes of placing the order (the cut off to cancel is 15 minutes) and they refused to change the delivery, which, they are well within their rights to do. It was the blatant disregard for my messages which riled me up. Their responses were completely inadequate and did not address the points I was making.

They also sent out a replacement dress, which although was a bit too late- it rectified my issue. Due to a lack of stock, a replacement jumper wasn't available, but they did let me return the jumper for a full refund (not before suggesting I go off, waste some more time and obtain a quote to get a £13 jumper repaired though!).

They've just announced their try before you buy service using Klarna which I personally think will hopefully solve the issues I've experienced. But, I've been left feeling let down by one of my favourite websites, and in my eyes there's nothing worse. Let's be honest- I will still buy from ASOS , but this experience has definitely made me think about what my expectations are as a customer.

Have you been let down by your favourite company? Have you had a similar experience?

I'd love to hear from you!

XOXO Molly