My complaint:
The return and refund policy of ASOS is simply shameful and unfair to the consumer. They encourage you to spend a certain amount so that you can receive a discount voucher for the TOTAL PURCHASE VALUE. However, if you need to exchange one of the items, whether due to a defect or because the item doesn’t fit you, that discount on the TOTAL PURCHASE VALUE is applied to the refund of a single exchanged item. I made a purchase of 4 items with them, and only one pair of pants didn’t fit me. When I returned that item, I was refunded only $8, even though the pants cost $78 and the discount I received for the entire purchase of the 4 items was $60. This policy of deducting the refund with the discount for the total purchase is completely unfair to the consumer, who sometimes feels compelled to keep the unwanted purchase instead of returning it to a greedy company.
Suggested solution:
Changing this policy in which the discount on the total purchase is applied to a single returned item.
