Anyone else have issues with orders from ASOS?

eqv on 12/09/2014 - 10:01
Last edited 12/09/2014 - 10:04

First time buying from their site last week, ordered a suit jacket and matching trousers.
A few days ago, trousers were delivered, but not the jacket.
Contacted their customer care, and was informed will get the missing item processed.
Got an email yesterday from them saying that item is out of stock and will be refunding me amount for the jacket.

My issue with them is:
1. They obviously have system issue. Still allow me to place my order and accepted it even if the item is out of stock. Moreover, I just checked the site again, and the item is still listed there as available for other ppl to order!
2. I don't understand how can they just decide on the partial refund without discussing with me whether I will be ok with it. I ordered a suit set, I have no use of the trousers without matching jacket, and I wouldn't havr ordered at all if I can't get the set as a whole.

I've replied to them saying that their action is not good enough, and asked them for a full refund instead, and I will return them the trousers with the expectation that they will pay for the return delivery cost.

Anyone else had simiar experience with them? A lot of their stuff are relatively well priced, especially when on sale. But if reliability is going to be an issue, then I would think twice before making another transaction with them. In fact, I have told them that if they can't get my issue resolved well, I will never shop with them ever again.

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Comments

  • raymond y on 12/09/2014 - 10:23

    ASOS have pretty good service. Don't let your first sway you in future.

    Many online stores will do this, refund an item that is out of stock, not aware they you had other plans. Though slim, there probably would be people who would still keep the pants.

    Just let them know your concern, they've always helped me out.

    Also, as ASOS is such a large online retailer, their stock constantly changes, so if the jacket is back in stock, why not just buy it and try again? You didn't check at the same time as when their rep replied you, give them the benefit of doubt the first time. (Assuming it's over $30 and you get free shipping, there's not much harm).

  • airzone on 12/09/2014 - 10:28

    If you were purchasing a lot of stuff through them, you'd take the VIP membership… Free returns and express shipping. I find that the sizing is variable as well…

  • suicine94 on 12/09/2014 - 11:49
    -1

    no

  • altomic on 12/09/2014 - 12:16

    ASOS has always been good to me in the past.

  • iwantmoney on 12/09/2014 - 13:01
    +1

    been shopping with them for a couple of years now, never had any problems. I'd say give em another chance, particularly because they're one of the best online retailers with reasonable prices

  • eqv on 12/09/2014 - 16:20

    So I guess It was just my luck running into an issue now, or running into a lousy store rep who doesn't feel like processing my order and say out of stock instead?

    I agree that they have been friendly in their communications so far and sound quite helpful, except for the last guy who sent me the out of stock notice.

    How likely is it that on day 1 they have stock, day 2 out of stock, day 3 have stock again? Since they are quite a large online retailer, surely they would have a system that can tell them which items are expected to arrive by when. Instead of just saying out of stock and process a partial refund without my agreement of resolution approach, they could have checked with me whether its ok for me to wait another 1-2 days to get the new stock in.

    And as I said before, I only have 2 issues with them at this point, but it leaves me a bad impression as a first time customer.

    I can understand if they have a one-off system issue for #1, but I'm worried that if it repeats again in the future, then reliability will definitely be affected.

    I'm still waiting for their reply for issue #2, hopefully they can resolve this in a reasonable manner.

    • juventino on 12/09/2014 - 16:56
      +2

      I think it is just your bad luck. I've shopped with them for years, ordered for more 20 times. Most had been great, some out of stock items but they were normal. They are a big retailer, the item you're buying is probably being bought by few dozens other people. Plus there is shrinkage and stuff missing all the time in warehouse.

      stock can vary throughout the day too, they might have processed returns and put it back to the site, others might put the items in a cart, let it stays for a while, so number drops.

      Email or even better put on facebook, they are pretty reasonable.

    • mmd on 12/09/2014 - 19:04

      Was it a clearance item? I think ppl buy but then they return it for size/fitting issue/change of mind which might explain why the item was out of stock and now back in stock.
      The other reason could be stock count like any other business, where the computer stock does not match actual stock. T
      Happened to a clearance trouser that I bought. They didn't hav the size I wanted, so I ordered the next size up. A few weeks later, the original size that I wanted was back in stock. I checked the next night and it was gone!

      Asos has been pretty good. It's quite standard for online shopping to refund you the money if they don't hav it in stock.

      Your case seems to be an isolated case. I hope you get a good outcome out of this.
      I'll be watching with interest.

  • eqv on 15/09/2014 - 15:43

    So, I finally got a reply today. This is basically what they said:

    "When you place an order the item you're after will always be in stock and shipped to you. However, since the time of placing your order it is possible for the product to become sold out.

    When we came to replace the (item) it was out of stock.

    However, after checking the stock I can see the jacket available again in your selected size.

    If you would like to place a new order for the product on Express delivery I'll be happy to refund your shipping cost."

    Explanation of item being out of stock doesn't really make sense to me.
    But offering express delivery for a new order is a bit of a plus point.

    But I still have an issue with this, since my original order was with a discount code, and if I place a new order, it will be at listed price without discount.

    I'm asking whether they can match the price with my original order price. If their service is really as good as everyone says (and nothing radical has changed), then I don't really see any reason why they wouldn't be able to..

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