As many here I have had an appalling experience with ASOS this week. Should have had a large package delivered Monday 31st March. I bought products for a mini break and unsurprisingly they didn’t arrive. I have since had to chase for a refund to be told ‘be patient, give them 2 more working days’ throughout the week - apparently this is their current process and it’s up to me to chase them. This isn’t an isolated incident and just now had a ‘manger’ close the chat as apparently they have given me all the information. They are clearly have another issue with Evri and instead of managing this between themselves, they have passed the problem to the customer, so we are the ones to highlight where there is an issue in their supply chain, rather than holding Evri to account using either SLAs or process of undelivered or stuck packages. I have also taken screenshots of the conversation as clearly the ‘customer care’ team have been instructed to copy and paste responses. The customer care team are not there for the customer and neither do they care. I honestly cannot get my head around their behaviour, it’s completely unacceptable and utterly dismissive, I can only imagine what the culture of the organisation must be like. I’m not surprised ASOS are struggling to keep their position in the market as clearly the customer and their experience is the last thing they consider. I will never use ASOS after this experience, they have proven to be untrustworthy and unreliable. Fingers crossed I get my money back.
