Yes, sorry, this is a rant about a company this week. I tend to shy away from these as sometimes the other side hasn’t had a chance to put their view across but I was so enraged by the end of my dealings with them this week I thought “sod it, that is my Ranty Friday”.
Let me wind back a bit. Over the weekend J asked if he could have some money to buy some clothes, particularly a new waterproof coat and some skinny jeans. Plus he had some birthday money that he wanted to spend on a pair of Converse shoes. I suggested he look on line and I just give him my credit card. Some might call that lazy. I call it “best use of time”. On Monday night J showed me some things on ASOS that he liked the look of, on his iPad. Rather than just give him my credit card (I am not that stupid) I logged on to the website on the computer. I have two accounts with them and couldn’t remember the password for the account I regularly so after much flaffing around I finally logged in with my old account.
Items duly added and it came to about £98. J spotted that if we spent £100 we would get free next day delivery. So we added a t-shirt to take it over £100.
Sure enough, at the check out there are a couple of options that you can choose from, one of which says “Free next day Delivery over £100” so having spent about £104 we went for that. Total stayed the same (ie delivery charges were not added) and off we went.
Email confirmation duly arrived and stated that my order was in place and that delivery would be here on Friday.
Next day delivery should have been Wednesday (given that it was already 5pm on Monday night I didn’t expect here on Tuesday. Though take note ASOS you can order up to 9pm with Next and still get next day).
I immediately emailed them to point out their mistake and was told “we will contact the warehouse to see what we can do”.
Hmm it was only ten minutes after the order was placed so I was hopeful they would sort out their mistake.
Email the next day told me “Sorry we can’t do it”. Or words to that effect.
I was seething.
So on Wednesday I decided to Tweet them to see if anything could be done. I had an issue with DPD recently over a delivery. Guy in the depot refused to do anything, guy on Twitter had it resolved in ten minutes. Nothing to lose I thought.
I was asked for my order number
And then it all went downhill.
This was the first “solution”
That I could spend ANOTHER £100 and ask for next day delivery, and then when the goods from the first order arrive, send them back and get a refund. Leaving me £100 down for probably close to two weeks whilst that all happened (not to mention having to organise for the return of the parcel)
Second DM from them was starting to make me angry.
Couldn’t do it, despite me alerting them to the problem ten minutes after it happened.
I went back to them and told them I was very disappointed and this was the next response, it is now my fault
If the page is refreshed? Why would I do that mid check out?
Next though came this beauty. Sent at gone 10pm Wednesday night, that I woke up to yesterday morning:
Suggesting once again I return the first order when it arrives and place another order on Thursday with next day delivery. ARRIVING ON THE SAME DAY AS THE ORIGINAL ORDER WOULD ARRIVE.
On what planet is that an option?
How on earth does that help anybody?
I accept things go wrong. But this is ridiculous. What sort of solution to a problem is me ordering something on Thursday for next day delivery when the original order is due on Friday and they have known that from the first message?
I went back and told them I was livid at their suggestions. Why couldn’t they offer, from their end to cancel the first order on Tuesday morning, credit my account and re order it for next day delivery?
Why was there a shrug of shoulders?
There is no reasonable offer to resolve this issue. Yes, I admit they apologised profusely. And they were working late, two great points. But they didn’t come up with anything to actually resolve the issue.
Then they came up with the reason why I had not received the free next day delivery. Not only do you have select that option apparently but you have to then put NEXT DAY in the promotion code box.
Well I am far from stupid but I can assure you that didn’t make itself very obvious. Nor did any pop up box say “Oi, where’s your code?”. As the wife of a programmer it strikes me as being sensible for there to be a bit of code that says “ooh they have selected that option and their basket has over £100 in it so that is fine” or “they are trying to pull a fast one, give them this pop up window”.
Nope, I selected “Spent £100. Free Next Day Delivery” and assumed that I would have my goods the next day. Well, you sort of would, reading that, wouldn’t you? Only because it wasn’t obvious that I have to put a code in, as well as selecting that option, it failed to register.
No message. No pop up. No message saying “where’s your code”. Nothing until the email by which point there is nothing they can do.
And then to add insult to that injury it all went further downhill after that once I did get in touch.
Seems the customer is not always right when it comes to ASOS. But this customer does have the right to shop elsewhere, which I shall now be doing. They could have put this right on Monday night but they chose not to.
Do check out other blogs linking up to Ranty Friday this week.