I've shopped at ASOS for many years, had premier delivery subscription also for years. Out of nowhere, they've refused a top I returned for being "heavily worn and perfumed". I tried it on once, it looked horrific on me, I put it back in the bag (with the tag still on!) and returned it. I also tried on several other tops at exactly the same time, all of which were returned and accepted. I went through to customer service, was escalated to a manager, who rudely told me they refused to reassess the item, didn't listen to my explanations or offer of pictures, then ended the chat. They're now wasting their own money posting it back to me, and I'll be returning the (as yet unworn) items I kept from the order and have cancelled my premier subscription - I'll take one out at another retailer instead as many of them offer this now. I don't have an issue with their returns surcharge because I know how much it costs in terms of warehouse costs to process returns, but this is unacceptable. It's basically theft. I'm actually furious. For the sake of a £15 top, this will now have ended up costing them money instead of making any profit and I won't be bothering with them again.
