Ordered jeans online as due to work and family commitments I have little time to shop for clothes.
When arrived, was completely wrong size (incorrect waist and inside leg compared to order). Emailed as per "wrong item sent" instructions on advice note which promised a reply within 4 hours. 24 hours later and a chaser email and still no reply. Had to resort to sending Facebook message to get a response. They were helpful and offered to replace which I accepted, however ten minutes later get another message saying that in fact (having already promised replacement) that the jeans in my size were actually out of stock and I should return for a refund instead.
Come on Asos, this is basic stuff. Yes, mistakes happen but it is unacceptable to promise a resolution within a timescale and then fail to deliver. It's even worse to promise a resolution and then 10 minutes later come back and say you cannot deliver the solution to your own mistake. Yes, I appreciate the 10% discount off my next order but to be honest I don't think I trust them to get it right second time.
The sad thing is I have shipped with Asos in the past and it's always been a pleasure. 9/10 times its been great and when I've had problems they have always been sorted out quickly and efficiently. This is not what I'm used to with Asos and I'm not sure what's going on with Customer Services but I really hope it's just a temporary blip.
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