My complaint:
I have had an account with ASOS for a long time and I have spent a lot of money with your company.
As a female with autism, I find going into stores extremely overwhelming and so I find the ASOS process a lot easier for me with regards to shopping for clothes. This is because the app is really straight forward and the returns process for things that may not fit or feel right on my skin, really efficient and simple for me to do.
I’ve recently placed a large order, over £1000 on clothes. I’ve sent back a few items and one parcel seems to have been lost in transit by the Royal Mail. I’ve patiently waited and then reached out to your live chat team who said they would manually action the refund. I’ve left great feedback for the service. The next day, I’ve received an upsetting email to say that my refund is not being processed and my account has been banned for life meaning I can no longer shop with you and any future accounts will be blocked and any orders will be cancelled. I’ve been told that I will need to attempt to chase up a refund through my bank who can investigate it. My bank have said they cannot action anything for 30 days.
I am honestly so upset by this. Not only have I lost out on a substantial amount of money but more importantly, I can no longer use ASOS. This is what bothers me most as I feel so comfortable using the service and have use of the Plus Curve size section.
I have everything to prove that I have sent back the return and even have email ation from yourselves to show that the return is in transit back to you after the QR code has been scanned in my local post office.
The live chat service have told me that they cannot access my account to help in anyway and everything further will now have to be done through my bank. I feel that no one is giving me any answers as to why I’ve been banned. It’s made me feel like a criminal having to explain this over and over and then again to my bank and now to you.
Suggested solution:
Via email
