My complaint:
I placed an order for my husband birthdays gift 21022, est delivery was 51022 or before, Evri is their courier. I chatted to someone online who said it should be delivered by 11.59pm because they have a special arrangement with Evri to deliver late nothing. Thurdsya came and no update still saying order is with them, spoke to two advsiors one in the morning from Asos who said they cant cancel but should be able to refund if order does not come by end of the day. It didnt come, spoke to someone again who then raised an investigation and asked me if i wanted a refund or replacement i said refund, he said i would be notified my email for update after contacting evri. Spoke to two people again on Friday, one trting to me me to wait for item to be delivered mon Monday even though i said i did not want it, and wanted a refund and was listening to me in hope the item item would be delivered, even though i said i had to purchasr elsewhere because i did not get my order. They were not listening so i spoke to another advisor who was more empathetic and said wait till monday for refund to be issued and reason why know update is because Evri did not update them. Bearing i mind i had to separate orders from Asda George delivered saturday 8th oct and the driver just left it at door without even knocking, clearly evri has not improved in customer service. Spoke to someone today monday 10th oct and person telling me to wait two days for refund to process and still waiting on evri amd hoping i get delivery even though i specified on numerous occasions that i no longer needed the order and to refund me. Now telling me to wait till end of day 11.59pm for refund. Asos customer service is crap. They care more about their partnership with am incompetent courier more than a loyal customer. Surley if a customer has requested they no longer require the order and can clearly see it has not been delivered and there is delay to let the courier know that item to be returned and to process the refund to the customer due to their clients negligence. I’ve been fobbed off and given the same excuses on different days. They dont care what I want. They just want their money even though they failed to deliver.
Suggested solution:
Refund me asap rather than waiting for investigation of Evri as to why my parcel was not delivered, if i wanted it fine. But i don't and have made that clear at least 5 times. But they are hoping evri will deliver and keep making me wait, givong excuses aboutvtheir system not being able to issue refund.
