I have been completely satisfied with the service by O2 until I had to upgrade.
I have been given false promises on the phone with offers of upgrading, decided to upgrade any way despite not honouring the rate I was given first. Then the phone was in stock, then not in stock, then in stock and not in stock. I was promised call backs that didn’t happen. The knowledge of their Customer Service is very basic and although polite pretty useless. I have been waiting for my phone since the 5th of July and was told a 2 day delivery. It has taken 3 more calls and 2 chats and I am still waiting. Overall I have spent about 4-5 hours dealing with this if not more.
I have now raised my complaint to a Manager as I was told I would get £3 compensation despite not being able to confirm when my phone would be delivered although she would keep me updated....
Oh and I requested a transcript of my latest chat which I didnt receive via email however I have never received this.... Good thing I saved it!
I am surprised and thoroughly disappointed in the service they have given so far and bearing in mind all their recent coverage issues you would think they would do their best to keep their customers.
Right now I am close to cancelling my account completely due to the service or lack of.
O2 might be more expensive at length compared to others but service is really important to me being a CS Manager and I would have been happy to pay a bit more if I hadn’t just gone through all of the above. However right now the fate of my O2 upgrade lies with them...
Go somewhere else if you can as O2 are not worh the hassle and clearly dont care about being loyal to their customers
It has been a while since I have received such poor customer service. I manage a customer service Department and I simply can not believe that a large company like ASOS deal with their customers in the manner I have experienced.
The possibility of being able to solve your problem with a quick phone call could vastly improve their service.
I would love to be able to give my opinion directly to the people running ASOS as clearly they can not be very involved in the running of their Customer Service and they certainly need all the help they can get.
As long as you buy and get what you expected then everything is fine.
The minute you have to deal with their customer service you might as well give up.
Although being polite the CS team are beyond capable of reading an email and responding to what you wrote rather than giving you a template.
I corresponded with them for over a week and repeatedly asked for a manager to deal with my query as I was so incredibly frustrated with the answers I got or rather lack of it as non of my questions were answered - instead I got template after template and you guessed it not a manager in sight...
Eventually my problem with my gift voucher was sorted but it took over a week to get sorted and many many emails.
Furthermore I had bought a pair of green sunglasses but I received a BROWN pair and I got FAKE Benefit eyecon creme - according to Benefit this happens especially if you buy from CHINA!!! Unbelievable...
Due to my initial dealing with their customer service department I simply could not be bothered to complain as the process is just time consuming and a complete wind up!
Dont buy from ASOS unless you are sure you wont ever need to deal with their CS Team!
Lennybeaubeep found this review useful
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