ASOS review: Refusal to refund faulty / cheap items 1

I ordered items from ASOS Ltd on Fri 13th January 2023, they arrived on Mon 16th January, 2023. See attachment A for order and invoice information.

I was then immobilised by an injury, which can be confirmed with my GP and medical records, meaning that I could not fully test the use of the items in an appropriate environment. So, by the time I got back into the gym and had fully recovered, I wore both the Stradivarius seamless ribbed leggings in charcoal and the ASOS 4505 yoga leggings in soft jersey, on separate occasions, and

had the unfortunate incident of my genitals being exposed in a public setting.

When wearing the ASOS yoga leggings, my yoga instructor had to advise me that they were fully see-through, which was humiliating and simply should not have happened. Thus, led to me fully inspecting the other items, which I did NOT wear at all and still had the tags on, which led me to the realization that they were all of the same cheap, poor quality. I then began to initiate a complaint directly to ASOS as clearly the items were unfit for purpose, aka faulty items.

My complaint to ASOS Ltd:

I submitted a faulty goods complaint on the 24th of February via their live chat contact method - this was the only way that I could log my complaint and irresponsibly, I did not "save" the chat at the time, but ASOS should have a copy of this chat and I do have proof that it happened (see attachment B). I spoke with one of their customer service team who told me that I needed to send the faulty items back for a full inspection at the warehouse. I was anxious because I was outwith the time frame, however when I checked their faulty goods policy online, it stated: "Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. Find more information on returns here. If you’re not able to create a return, please get in touch with our Customer Care team as we'd be happy to help." The lady on the customer service team confirmed this, by initiating the returns label for me, which I also have proof of, see attachment C.

I then, done as I was told by ASOS and packaged up the faulty items, as they were found, in all the original packaging with tags attached, and posted them via Asdas 'toyou' service.

The correspondence from ASOS:

I have included a document containing every communication via email that I have had with ASOS since then. Attachment D. I have also included live-chat at the bottom of this document, it is not as relevant but I thought I'd be best to include everything.

It should hopefully detail to you how they have consistently brushed off my concerns and that ultimately, they have failed to carry out the inspection as promised. The company clearly does not internally communicate, as you can see there have been multiple different people 'handling' my complaint and quite frankly exploiting me and trying to confuse me. As you will see from the comms, it was a highly distressing event for me and is still affecting my mental health today which they have completely disregarded and seem to enjoy ridiculing me. They will not admit liability for these unfit for purpose items and I am now out of almost £100 because of this. They have very frequent inconsistencies in their emails to me, for example, they tried to tell me that the items were returned to me simply because they were returned outside the time-frame - no mention of an inspection being done (see attachment E) or a faulty goods return. It clearly just states that the return reason is "returned outside of returns policy timeframe". Then, they began to say, "well we did an inspection and it was found that the items were not suitable to return and are in a worn condition." which contradicts their faulty good policy that states "Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.

Please note: we are unable to send replacements for faulty items."

I know that they were in no worn condition, it is simply not true as I only had the opportunity to wear 1 item ONCE. There was simply NO wear and tear and they've destroyed the items to avoid having to prove this, it is disgusting. I removed the tag from one pair, but all other 3 items still had tags on. They have claimed that all 4 items have been destroyed, yet they have sent me back the ASOS yoga leggings - so they don't have a clue what is even going on themselves. I am banging my head against a wall here because they simply will not admit to wrongdoing or even tell me the same story. It is beyond frustrating so I really hope that you can provide some assistance here as I don't want to have to go to court for this but I will. I am not being robbed.

I want a full refund in order to compensate for this disgraceful experience. My bank details are attached (attachment g) as well as the proof of payment in the first instance (attachment h).

I have attached the other requested items too.