I ordered Adidas SL72 RS White shoes on 24/04/25. The order arrived a few days later. Unfortunately, instead of white shoes, I received yellow ones... I purchased them at a promotional price and received a 20% discount code for my first purchase. I contacted customer service to exchange them for the correct pair. I was informed that I had to return the order and contact them again with postal confirmation to receive a promo code and reorder the shoes at the same price. Customer support stated they couldn’t guarantee the size would still be available but suggested I refresh the page periodically to check stock availability. I returned the shoes, went back to customer service with the postal confirmation, and was asked to send a photo of the proof. After sending the photo, I was told to wait until the shoes returned to the warehouse and then contact customer support again for the promo code. I asked why I was misled earlier, but the representative couldn’t answer or offer further support. When the shoes finally restocked, I contacted customer service again, only to be informed that I wouldn’t receive the code immediately because ASOS has a "special team" that needs to review the case and respond via email. I repeatedly asked to speak to a manager, but my request was ignored. The code was eventually sent but didn’t work. I replied that the code was invalid, and while waiting for a response, the shoes sold out again. I was told once more to monitor stock and request another code when available. When the shoes reappeared, I asked for the code again but was told they were now from a "partner brand," so the discount no longer applied, and I’d have to pay full price. This is simply unbelievable… I gave up on the purchase and deleted the ASOS app. This was the worst customer service experience I’ve ever had with any retailer. I feel the support team was deliberately uncooperative. I don’t know if the company’s policies are this flawed or if the employees simply lack the goodwill to help customers. I wasn’t asking for special treatment—the company made a mistake and should have taken responsibility to fix it. ASOS failed to do so. I wasted hours of my time… I can’t even describe how disrespected I feel over an issue involving just £15…
