Since they are offering free international delivery, I decided to place an order with them on 8 March 2011....
Then on 9 March 2011, I was so happy to receive an email from them informing me that my items have been shipped!
However, 23 March 2011 came and go.....my parcel is nowhere in sight....hence I dropped an email to ASOS on 25 March 2011....
"My order was shipped on 9 March but till today I have yet to receive my order. It was said on my invoice that I should receive my order latest by 24 March. Where is my order now?"and the reply that I received is...
Thanks for getting in touch.
I can see that your order was placed on the 08/03/11 and we advise that orders usually take up to 11 working days to be delivered, so your parcel should have arrived by 24/03/11.
To allow for any postal delays, we do ask that you allow an extra 11 working days for your delivery on top of the above timescale. In the unlikely event your order is not delivered by 08/04/11, please check with your neighbours and any safe places that a parcel might be left and let us know as we can then look into this and find the best resolution for you.
As advised on your dispatch email a tracking number is not available for this delivery.
Thanks for being so patient, and please let me know if there’s anything else I can help you with.
All the best,
From the reply....I get no answer to where is my parcel....Hence I decided to be a patient little girl and await for the arrival between 25 March to 8 April...
During this period, I went to search for some reviews on whether others experienced such delay from ASOS and I was so horrified from my research! Almost every single person who ordered from them had such experience and its a common knowledge to regular customers that ASOS always "lost" the parcel during shipping. The good news is that ASOS always give full refund in such "incidents", but it takes a long time for them to do so. Some reviews indicated that they suspect ASOS did not even send out the parcel and this is to encourage customers to use express shipping (which you will need to pay a significant amount for) in future orders.
Now let's take a look at their Facebook page....flooded with comments of parcel not received...
I sort of regret not paying via paypal cause now I have to wait for a long time before I can get my refund.... I trusted this site because they are so reputable and such thing is happening right now. I wonder how did they survived in business which such bad service...
Anyway on 7 April, my patience had ran out and I know that I won't be getting my parcel at all...so I send another email to ASOS
Tomorrow is 8 April 2011 and I still have not receive my parcel!
This is my first time ordering from ASOS and yet my parcel is not received and you are asking me to wait and wait. From your Facebook page, it seems like I'm not the only soul on this earth to be facing such a problem from ASOS. You have many beautiful collection but with such slow delivery and customer service, I highly doubt I will return to your store.
I don't want your items anymore. Please issue me a refund immediately.
and their reply...
Hello JulietSeriously....what have they done to ensure I received my order? Nothing! Just telling me to wait and wait...
Thank you for your reply.
I am very sorry to hear that you are still waiting for your ASOS order to arrive. I appreciate that it is very frustrating for you to not receive your order on time. Please rest assured that we have done everything possible to ensure that you receive your order within our estimate of working days.
Occasionally Air Mail experience delays at their local depots which are outside of our control.
If you do not receive your order by 08/04/11, I will investigate this matter with Air Mail and issue you a replacement (subject to stock availability) or refund.
I apologise for any inconvenience and I hope your order arrives shortly.
All the best,
and the email goes on and on....
I do not want a replacement because I don't want to be waiting for another month wanting to know where is the replacement parcel again! No tracking and nothing. It irritating to be going through the same frustration again.
If I do not receive it tomorrow, I want a full refund.
Thank you for your email.
I have noted down that you would prefer a refund should the parcel be lost.
Please note that if a parcel is lost ASOS will replace the order on Express Delivery with a tracking number and not on Standard Delivery.
I apologise for the wait and I do hope that your parcel arrives shortly.
All the best,
Do they really believe that after waiting for a month, they parcel will turn up miraculously in a few hours?
Their reply all felt like standard model answer to me...
No dedication felt towards customer's satisfaction..
Anyway to date....I'm still waiting for my refund.........I wonder how long I have to wait....
Update 28 April 2014
I have received many comments asking if I have ever received a replacement or a refund for my missing order with ASOS so I felt that I need to update this post with the after events.
I finally received my refund from ASOS about 2-3 weeks later and I did not opted for a replacement as I no longer have any trust in ASOS delivery services. However, I suffered a heavy exchange loss on the refund as the amount was paid in GBP and the rate for refund made on my credit card was very unfavourable. Anyone who had made a foreign transaction and received a refund would know that Bank do not refund at the same rate and they do charge a fee for every transaction made in foreign currency.
Despite the fact that my order was made 3 years ago, it is disheartening to hear that ASOS service had not improved at all over the years. I am so glad that I have made my decision never to patronise them ever again and I never did since my first and last order on 8 March 2011.