I have been an ASOS customer for 20+ years and last year I got the email that I was part of the ‘small group of customers whose shipping behaviour breached the Fair Use Policy’ and would therefore be charged for returns, ouch but ok, fair enough!. I admit I return items that do not fit, are faulty/ poor quality (yes this happened a few times)..dont we all, it’s part of online shopping as there are no guarantees the item will be ok until we try it on, but I never abused the system… I have the right to return unwanted items and I kept a very large amount. About 60% of my wardrobe are items I’ve purchased from ASOS. Then today I get an email telling me my account is being deleted… apparently I’m still in this group (despite having kept every order placed over the last year apart from one partial return I made). I tried to contact them today (over chat as this is the only way you can speak to someone) I was 794th in the queue and waited patiently for over an hour… I finally got to ‘chat’ to someone and all they told me was to read the email I got, that their decision was final and they were ending the chat….. all my questions were ignored, there was no empathy, no sorry you feel this way… I asked for an explanation as I categorically do not feel I sit within this group however they would not assist and then my account was blocked immediately after the chat. Surely I deserved a bit more than the 30 second chat and rude response… I’m sorry but this behaviour from a company to a loyal customer is not only disgusting but also so very damaging to a persons mental health being made to feel like a criminal. I urge anyone else who has been treated the same way to add their own reviews as behaviour like this is totally uncalled for and companies cannot treat individuals this way.
