Asos is among the fast-growing online retailers and with their wide selection and affordable prices, they are geared toward the young-adult crowd.
But, as with any other retailer, stuff happens, but their average customer usually does not know what to do then.
Asos customer service complaints are something you should be submitting but if you do not have much experience with the whole process, you could get stuck. Especially if you are not aware of the alternative options you might have for the resolution.
So, let’s get on with the details of what you should do first and then what are your options if that doesn’t work out as you expected.
Asos customer service complaints process
One would presume that a big online company such as Asos has a well-working process for filing complaints.
And would be wrong. Depending on the country you are in your options for making a complaint range from decent to practically non-existing.
But the biggest problem is that even if you manage to file a complaint, it will very likely be unresponded to most of the time, and at best unresolved.
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Completely missing from all internationally localized and American websites of Asos is the email to which you should be able to send a complaint about their services.
But, if you are very determined to find it, you could end up finding the address [email protected]. Whatever the problem you are facing, this is one of the two options you should consider.
If for no other reason than for the fact that it leaves evidence of attempted communication with the company.
Snail mail is an option that is available only to customers from the UK. But even for them, sending a written message with a complaint about the company’s services is a fool’s errand.
Asos is a company known for losing the returns from their customers and mailed complaints do not fare better.
While you can dig up the UK address of the company, or even their HQ in the States, writing them is not something that will resolve your complaint.
Live chat
This is the sole option endorsed by the company as a proper way to find a solution to your problem. On their official page, you will find information that you should visit this page and contact their team.
This is where you might even get in touch with a human and get some response from the company. But don’t get your hopes very high.
Many people, to put it mildly, use Facebook, and Asos is present there which could lead you to think that you could get some help there.
The pessimist among us would presume that company’s social network managers would give you a boilerplate answer, but the situation is worse.
The company employs an AI-powered bot that analyses all comments and treats them as complaints about their services. Based on the inclusion of trigger words, it replies with generated messages.
Twitter is another social network where Asos has a presence and contacting them by mention will elicit an autogenerated response base on the keywords in the original tweet.
But contacting them by DM will lead to strings of boilerplate responses that are not very helpful.
If you plan to contact them this way, you should arm yourself with patience, and a lot of it. While you can’t blame their employees, company leadership is apparently doing everything in its power to prevent you from filing a complaint.
State AG or consumer protection office
Not many people are aware that your state’s Attorney General is one of the institutions you should be contacting for filing a complaint against Asos.
In many states, the AG office is in charge of scam complaints, but it also covers dishonest business practices. If you feel wronged by Asos, it is in your state’s AG’s jurisdiction to react to your complaint.
In some states, the AG office is not directly in charge of receiving your complaint, but instead, there is a state consumer protection office, which is usually under the authority of the AG office.
National consumer organization
National Consumer League, National Consumer Law Center, and Consumer Federation of America; are just three of the national consumer organizations that you could turn to for filing a complaint when Asos’ customer services are unhelpful.
While they do not have any real legal power to put pressure on the company, they still have a lot of clout.
In the worst-case scenario, they can provide you with the information on where to turn for help.
Local BBB
You can file a formal complaint with the local chapter of the Better Business Bureau or do so online. Though the company is not accredited by BBB, you can use it as some leverage to incentivize Asos to respond to your complaint.
But, be warned, this route in the best case only serves to aggregate information on how bad the company is at resolving customers’ complaints, and not much more.
FTC
The Federal Trade Commission is another institution that has a department that deals with scams and dishonest business practices.
Because of this, it is another place where you can turn for help. Its Bureau of Consumer Protection is in charge of preventing dishonest, misleading, and scam business practices.
And it is in their power to sue companies that break the law. As such, they could be of help in resolving your complaint.
econsumer.gov
This is a partnership of more than 60 international consumer protection agencies, and as such is arguably the place where you can get the most information on how to go about dealing with complaints against international companies such as Asos.
Members of this partnership are the governmental agencies, which wield actual legal power and very likely could be of help to you.
Alternative dispute resolution options
Besides these options, there are certain alternatives, such as arbitration, mediation, and so on.
But the common thing among them is that you will have to hire a lawyer who is specialized in consumer complaints or small claims.
Is Asos customer service good?
This is a company that has a reputation for having very bad customer service. People are being left without any resolution of their complaints, and just the process of filing them leaves them baffled and infuriated.
According to all information and testimonies of their customers, when there are some problems, you will not readily be helped.
It can even be said that the company will actively try to avoid providing you with help.
Common Asos customers’ complaints
In the sea of complaints, the most common are those related to delivery and refunds. It is not all that uncommon that people do not receive their orders, at all. And the company is not very forthcoming in solving such issues.
When it comes to returns, the most common problem is delayed refunds. Though many people are complaining that the company is supposed to refund them various import duties, they are in the wrong.
But on the other hand, it is not unusual for the company to demand some documents and receipts that can’t be produced, or to claim that the return was not made.
Conclusion
Dealing with lost parcels of goods bought online can be infuriating but dealing with Asos customer service complaints can be even more so.
The company is known for being very unhelpful to their customers, but at the end of the day, there are the above alternatives and ways to escalate the complaint.
References
https://www.bbb.org/us/ny/new-york/profile/clothing/asos-0121-144823