My complaint:
My brother gifted me some trainers from Asos, which were purchased on 20/10/2023, order no. 871839726.
Once the trainers arrived I realised they were too big and proceeded to return them as specified in the instructions received via email on 03/11/2023.
On 08/11/2023 I dropped the parcel off at the drop off point and it was picked up on 09/11/2023 by SEUR.
I then received an email from SEUR on 14/11/2023 saying the product had arrived in its final destination, ie. your facilities.
I also received ation via your intelligent returns system on 08/11 saying the product had been received and was in transit and when tracking the return it says that the product was received in your local warehouse on 10/11/2023.
On 02/12 I contacted your team via the online chat as I still had not received a reimbursement, which I find very odd, as there is proof of delivery both from SEUR and your returns platform that the product has been received. After speaking to one of your colleagues on the chat for almost 45 minutes he ed that all was correct and a reimbursement would be made within the next few days.
To my shock my brother received an email the next day saying After an assessment of your account, we’ve made the decision to not process your claim as your account activity is not in line with our Terms and Conditions.
I have tried to contact your team via the chat bot as I have no idea what Terms Conditions could have been broken.
We purchased a product, which was then returned with tracked postage and received correctly and NO FUNDS HAVE BEEN REIMBURSED.
Suggested solution:
By refunding the money owed.
