Received Wrong Item from ASOS

Noragrets on 23/06/2015 - 22:19

Hey ozbargainers,

I recently made an order with asos when they had one of their sales a few weeks back.
I ordered 4 beanies in packs of two.

In one pack I ordered a black and grey which I received, but in the other I ordered a black and a burgandy. Instead of getting burgandy I got a dark blue one.

Now, all would be good except Its for my friend and she doesn't want a blue beanie lol not what I ordered and not what I payed for.

U emailed customer service and they replied stating if I send back the blue one they will send me a burgandy one.

In my eyes, I shouldn't have to go to the trouble of packaging it up, posting it, and having to wait another 28 days for the new one to be sent. They made the mistake of sending the wrong one so they should fix it and send the correct one… yes?

Am I wrong for thinking that?

I ordered them for my friend who is flying over from new Zealand. She will be here in two weeks and now the plan of giving them to her has been kinda ruined as its the wrong color, and by the time I post it back and receive a new one she will be gone..

Question is, if you ordered something and received the wrong item should we have to go to the trouble of fixing it or should asos, or whichever business, just send a new one as it is their fault?

What should I do in this situation?

Thanks

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Comments

  • Axelstrife on 23/06/2015 - 22:23
    +8

    aslong as they pay the return shipping and send the correct ones i dont see a problem.

  • lizzle on 23/06/2015 - 22:30

    Mistakes happen. I agree with holden in thinking that as long as it's free to return/exchange, there's no huge problem, besides a bit of inconvenience. I haven't had to deal with ASOS returns/exchanges, but The Iconic handled them really quickly. Definitely did not have to wait 28 days to receive exchanged items - probably closer to 1.5-2 weeks from the moment I posted it to the moment I had the new items in my hands.

    • Noragrets on 23/06/2015 - 22:40

      It took 3 weeks to receive the beanies from date of purchase. So by the time I can Make it to a post office (I work every day), send the item, have them receive the item, them process the exchange, and then ship the item again… it will take a lot longer than a few weeks.

      I just feel like it is rude to be honest. It's not an expensive item, and the fact it was a gift has kinda Pissed me off. Because the whole purpose of buying them has been defeated. I don't want them! If I knew this was going to happen I would never have wasted my money. In the end im going to be out of pocket and stuck with 4 beanies.. where as if the correct one was given to me to start with it would go to the person who actually wanted them & picked them out.

      • Randxyz123 on 23/06/2015 - 22:57

        Can you not take them to a post office during your lunch break? Put the return address as work so you don't miss the delivery.

        It shouldn't take more than 2 weeks if you do it by the end of this week surely.

        • Noragrets on 23/06/2015 - 23:09

          I work for a large company. I'm talking 500 staff. I can't exactly get a parcel delivered to reception lol. They would fire me if I did that.

          I mean, I could run out of work on a break, rush to the post office in traffic, get stuck at 50 sets of lights and try and make it back in time before my 30 mins is up, and miss out on eating… but I don't feel like this is my problem to rectify. And I don't feel like I should have to miss out because they didn't watch what they were doing..

          I work for a company that supplies 'things' all over australia & nz. I process orders day in, day out. We can't stuff it up because if we do were in trouble from stores such as kmart,big w, David Jones, etc. Things are counted and checked by 3 different people to make sure it is correct. And if we make a mistake we are the ones who pay in the end.

          Sure mistakes are made, but this is the third time ordering of asos and everytime I have had an issue.

        • Randxyz123 on 23/06/2015 - 23:13

          @goog101: I agree with you about it shouldn't be your problem to fix. Will they pay for the postage?

          As long as they pay for the postage and if you made enough fuss (tell them it is for a present, post on facebook and twitter) and they might even send the correct item back to you express/overnight so you get it.

          If you get a parcel locker you can have it sent there so you don't need to worry about missing the delivery.

        • Noragrets on 23/06/2015 - 23:21

          @knick007:
          I just replied to their email about me sending back the item, I said that I was dissapointed and that it was a gift. She replied saying that a new one is being shipped now and will be sent by express post. No mention of me returning the other one. I'm impressed haha

          Don't get me wrong, I will return the blue one, I don't want a freebie out of this. It just becomes frustrating when you wait 3 weeks for the wrong item and then get told you won't get the correct one unless you hurry up and send the wrong one back.

          Postage was offered. Well, first I pay and then send the receipts with the return and they reimburse.

          Guess you have to be a little demanding to get what you want haha

          :/

        • Richfield on 30/06/2015 - 19:39

          @goog101: Not sure why the size of the company prevents parcel deliveries, my 30,000+ company wouldn't fire me.

  • blitz on 23/06/2015 - 23:03

    Every time I've dealt with ASOS I've been more than impressed.

  • Handsoff on 24/06/2015 - 01:06
    +2

    Maybe it's worth actioning whatever you can first before taking to the internet to complain.

    ASOS sending you the right beanie with no return or without waiting for the return item is just good customer service. ASOS asking you to send the beanie back first is standard customer service. How would they know you've just made up a story about getting the wrong item?

    • Noragrets on 24/06/2015 - 16:48

      I sent a picture with the receipt :)

      But I didn't come here to complain as such, I have purchased off asos before. Can't say it was great because the things I received, for instance a backpack, broke in a week. (Zipper)

      I just wanted to find out what people's thoughts were on it. Not on asos in particular, but businesses as a whole.

  • juventino on 24/06/2015 - 02:02
    +2

    it's just normal business practice. with thousands of orders everyday, there bounds to be a few mistakes. Move a long, nothing to see here.

  • cowiie on 24/06/2015 - 07:56
    +1

    I agree with others here. As long as they pay for return postage, and send you the correct colour, what more do you want? Some stores have a policy where they will send it by express postage if wrong item received - maybe ask them to do this?

  • redlover on 24/06/2015 - 09:35
    +1

    asos normally very good in handling complaint like this and really quick. I always very happy with them. one thing I learn about online shopping though- if I need the item urgently I wont buy it online. online is a great way to shop as there are lots of perks and discount and cashback but the setback is you have to be patient and ready for any inconvenience. like just everything in life, there is always a plus and minus in everything

  • eve on 25/06/2015 - 00:16

    From experience, ASOS has very good customer service. Glad to hear they've lived up to their reputation and made things as convenient as possible for you.

  • arislan on 30/06/2015 - 15:29

    eh? ASOS provide free pickup return (depends on suburbs), or if your workplace is in the metro area, get them to pickup from there instead. Absolutely no charge except for you time and some new tape - reuse their packaging, unless you had your dog shred it…

    • redlover on 08/09/2015 - 10:26

      its not free. you had to pay about $5

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