Bad Customer Service -Unable to amend orders that was made within 30 mins of purchase

Hi Igna,

I do not know if the fully processed means shipped out? My page still shows "Order Processing". Its really confusing & frustrating when you want an immediate answer but you aren't getting any. It takes approximately 2 hours & 45mins to acknowledge my email and receiving a reply.

Time is ticking and when you had the opportunity to make the change but you aren't sure if it is the right thing to do. Now I regret not clicking on the Cancel Order button when I had the chance to.

Right now, all I want is an easy simple solution to all these without the hassle of the excess waiting and making rounds to the post office and wait some more. Not to mention extra monies involved in shipping the goods back. Overseas mailing are very time consuming & costly and I do not want to inccur the cost of using express mailing services to return the product.

But now, all seemed too late due to the late replies from the customer service team. A number to call or an live chat would be helpful. I was looking for those but to no avail. Waiting for the team reply within the 60mins window is like waiting for a snail mail.

I am utterly disappointed with the service that I am getting. It has been 6 hours since I made my order. 6 hours of waiting for replies from ASOS with getting only 2 emails (#1200771). I have wasted my night seating in front of the computer trying to get something done here instead of joining my family for dinner outside. FYI, my timezone is GMT+8.

Whatever apologies can't resolve my frustration now. Tell me, what else can you do now? Can you provide me with a better solution? If you want my solution, I would be glad to provide but I doubt ASOS will be willing to do it. Email me if you want to hear it. I do not wish to post it out in public forums.

I just wish to get things done here with my requests and emails. I am not slow in sending my request, but the replies takes donkey years to reach me.
I really have to say that till now, this is one of the worst experiences that I had dealing with a reputable online shopping company.

Hello Billy!

I'm sorry to hear you're upset - we never like hearing that we've been the cause of some frustration.

I'd like to explain that we do indeed wish to help, and that we didn’t mean to seem inflexible - our reputation, growth and awards depend on good customer care, as well as fast, accurate delivery.

Our Warehouse operates 24/7, literally sending out thousands of parcels every day. When you click on the final button to submit your order, it gets picked, packed and fully processed within 60 minutes (something we're really proud of as it adds to our speedy delivery). After 60 minutes, it is no longer possible to make any amendments to it, as you can appreciate that it is located with thousands of others, all ready to be dispatched. It is not possible for us to locate and amend a single parcel out of thousands of others. This is why we were not able to amend your order. I can see that by the time your request reached us, it was too late to make any changes to it.

Again, my apologies for the disappointment caused, but I hope this helps to explain a little better why we’re not able to help.

Please get in touch if you have any further questions.

xx
- Posted by ASOSIgna (Added on )
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Hi Igna,

I do not know if the fully processed means shipped out? My page still shows "Order Processing". Its really confusing & frustrating when you want an immediate answer but you aren't getting any. It takes approximately 2 hours & 45mins to acknowledge my email and receiving a reply.

Time is ticking and when you had the opportunity to make the change but you aren't sure if it is the right thing to do. Now I regret not clicking on the Cancel Order button when I had the chance to.

Right now, all I want is an easy simple solution to all these without the hassle of the excess waiting and making rounds to the post office and wait some more. Not to mention extra monies involved in shipping the goods back. Overseas mailing are very time consuming & costly and I do not want to inccur the cost of using express mailing services to return the product.

But now, all seemed too late due to the late replies from the customer service team. A number to call or an live chat would be helpful. I was looking for those but to no avail. Waiting for the team reply within the 60mins window is like waiting for a snail mail.

I am utterly disappointed with the service that I am getting. It has been 6 hours since I made my order. 6 hours of waiting for replies from ASOS with getting only 2 emails (#1200771). I have wasted my night seating in front of the computer trying to get something done here instead of joining my family for dinner outside. FYI, my timezone is GMT+8.

Whatever apologies can't resolve my frustration now. Tell me, what else can you do now? Can you provide me with a better solution? If you want my solution, I would be glad to provide but I doubt ASOS will be willing to do it. Email me if you want to hear it. I do not wish to post it out in public forums.

I just wish to get things done here with my requests and emails. I am not slow in sending my request, but the replies takes donkey years to reach me.
I really have to say that till now, this is one of the worst experiences that I had dealing with a reputable online shopping company.
- Posted by billyseah (Added on )
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Hello again, Billyseah,

Ah, I can completely understand your frustration and I agree - perhaps it's better if I send you an email rather than posting on the public forum...

Will drop you an email in a mo...

:) ASOS Igna
- Posted by ASOSIgna (Added on )
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