I contacted ASOS about a £10 voucher that expired just 3 months ago. As a long-standing, loyal customer, I simply asked if it could be reinstated as a gesture of goodwill. I fully understand their policy, but I wasn’t questioning it — I was asking for a bit of flexibility.The advisor, Rexel, repeatedly gave me copy-and-paste responses and didn’t properly address my questions. At one point, Rexel even asked if I needed more time to chat — I responded “yes”, and despite that, the chat was abruptly closed before I could reply. It felt like having the door slammed in my face. That’s not acceptable customer service.All I wanted was for someone to look into it further, especially considering I had over £100 worth of items in my basket. It was a reasonable request, met with no empathy. It’s a massive shame that a company I’ve supported for years couldn’t show the slightest bit of empathy. Sadly, this experience has really put me off shopping with ASOS in the future. Rexel you knew what you were doing. You closed the chat although I requested more time just because you were done with my direct request for an answer. Shocking and frustrating! I would happily have someone contact me to resolve this matter. It could be resolved and my faith restored if someone was able to look at the bigger picture. I will leave my voucher number below.
