Kindly shared by M. Saunders
What happened
Hi, I have been struggling to get an issue resolved since the 25th August for a pair of JBL headphones (lining had some apart inside both sides). They rejected my return claiming it was my fault, to which I insisted that there is no way I would’ve caused this damage myself. Asos then sent the headphones back to me and when I received them, they had been further damaged either in the warehouse or in transit and were now snapped. Again, I complained to ASOS, and eventually got a response on the 8th September, when ASOS told me via Twitter DM they have reversed their decision and will refund me. I had been trying to contact them since 9th September via Twitter DM and was continually ignored. On Saturday 12th, I was told my refund needed to be “reinvestigated” even though I’d already received a resolution to my prior complaint. I was told I’d hear back within 48 hours and that my refund had been escalated. I didn’t hear back. I was again told a few days later that it was being handled by a specialist team who would email me, however I have still not heard anything. Again, I was told it would be escalated - this clearly doesn’t mean anything. After weeks, I am fed up of constantly being told that I will be contacted and being ignored continuously. I need a resolution to my complaint. I eventually heard back from ASOS via twitter who then told me they couldn’t even give a timeline as to when my complaint would be dealt with and it still needs investigating. I don’t understand why I have been told I would receive a refund but this apparently still needs investigating and now it has no timeline as to when this will even be done. This was for an expensive product so I need the refund. I have my Twitter DM’s as evidence and also the transcript of both online chat conversations.
What I wish had happened
I wish that ASOS had followed through with their decision to reverse the refund. If they told me that this was a decision that they had come to, I feel they are obliged to not go back on their word.
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