I have been writing and publishing honest reviews for close to a year now. For those of you who have been reading along, you’ve probably noticed that I’ve never written a bad review, ever. I have always been one to believe that everyone makes mistakes and while something may not work for me, another girl may swear by it so there’s really no reason for me to tarnish a brand’s name because I don’t like something of theirs. I leave the bad reviewing to others who are more passionate about it while I write about things that I sincerely love and work for me. But unfortunately, my thoughts on this changed today when I experienced a little situation with the UK based online fashion store, Asos.
I had come across the Asos website quite a few times but never actually purchased anything from them because I consider them a bit pricey. Until, I happened to be looking for a very hard to acquire lipstick that only Asos seemed to have in stock. While other websites were selling this lipstick for twenty US dollars, Asos had the audacity to charge twenty-eight dollars for the exact same lipstick, apparently they were aware that the item was out of stock everywhere else and decided to make a few extra dollars off of their poor customers. Needless to say I was bothered by the price but went ahead and ordered the item anyway because I knew it would be just the perfect gift for one of my girlfriend’s birthdays. I was informed via e-mail that the item would arrive on the 19th of the month but by the 24th and my friend’s birthday being only days away, the item had still not arrived. I used my tracking number and to my surprise found the item was listed as “delivered” on the 20th. I obviously hadn’t actually received the item and no one signed for it so at that point I was just confused and wanted to talk to customer service at Asos.
“Talk to customer service as Asos,” after doing some research on the web, I discovered that this seemingly simple task was actually an impossibility. Getting a hold of a customer service representative at Asos is literally harder then getting a hold of the President of the United States of America. The first thing I did was go to their “Contact Us” section and find a number to call but apparently they “prefer” to be e-mailed instead and all I found was a form that I could fill out and send off. About an hour after e-mailing them I received an automated message in return that basically stated that all the answers to my questions could be found on their FAQ sheet. Hilarious, really, seeing that a “Customer Care Team are on hand to help 24 hours a day 7 days a week.” Evidently everyone was on break at the same time so I hit up Google in search for some answers.
What I found was that Asos’s phone number is harder to score than Angelina Jolie’s. I visited countless forums with hundreds of girls pleading to find their customer service number and people sharing all the numbers they had. I tried calling eleven different international numbers today and every single one of them was disconnected. The latest number was posted seven months ago and unfortunately that one didn’t work either. One girl even started a petition against Asos’s customer service team and it already had 28 signatures.
Sure I’m upset about what happened to me because not only did I lose my money, now I don’t have a gift for my friend. But most of all, I’m disappointed. Everyone knows that business is about making money but everyone also knows that when you offer a service your job is to make the customer happy. I’m not sure how things work in the UK but in America we pride ourselves in costumer service. Sometimes it’s the reason we continue shopping somewhere, just because the girl working the floor is super nice and helpful.
It probably goes without saying but I will never shop at Asos again. Finally, I ask that you share this review, on the forums, on Facebook and even on Asos’s site. With so many unhappy customers I’m stunned that people are still shopping with them.
UPDATE: I’ve been getting a lot of comments on this post with other people sharing a similar story to mine and I hope that my post is helping spread some awareness. You ladies work hard for your money and it’s truly despicable when such a large company can take advantage of their customers and not have to answer for it. I have recently discovered that Asos has deleted their customer service Facebook page (I can only imagine why) but you should still try and reach them by sending a private message to the general Asos Facebook page if you do have a dispute to settle with them.
Good luck to you ladies, I hope you get some justice!