Asos has received hundreds of complaints in Australia after a technical glitch that left customers waiting for goods and unable to contact customer service representatives.
The complaints began at the beginning of last week and Asos has since been receiving a steady stream despite insisting that the problem has been resolved. Australia is Asos' second largest market after the UK.
Customers were still complaining yesterday and railing against the responses from the customer service team. Shoppers have vented their frustration on the company's Facebook site.
One, Abbie Margaret, complained she had ordered two men's shirts and a pair of men's sunglasses for her partner only to receive two dresses, a pair of shoes, a women's belt and a pair of suspenders.
She said: 'Disgusting customer service. I am sick of dealing with emails and waiting 10 days for a reply and it is appalling that I have been reduced to doing this over social media in order to get any sort of real response.'
Anther said on Friday: 'This is the fifth time I've tried to get in touch with Asos regarding this issue and I can't believe its got to the point now where I'm having to post on your Facebook page! ....I'm so shocked at the lack of help I've had with this issue. Asos have been so helpful in the past but this has totally ruined my perception of you.'
Dozens of others also complained of not being answered by customer service representatives.
Customers also seem to be having a host of other problems such as not being provided with a next-day delivery option even on a Premier delivery service, being charged for express shipping despite being Premier customers and with difficulty a registering discount codes.
Simon Lines said on Friday: 'Premier [should mean] unlimited next day delivery, clearly not! Where has the option for next days delivery gone then? And where is my order [which I made on] Tuesday night!'
One representative called Dion said: 'Sorry for that. Due to some tech updates, Premier service is currently unavailable. For more information, please check out our help page for the important updates.'
Another shopper who cancelled an order when she was denied the Express shipping option was told: 'Sorry about that, Angela. Our system is taking a little longer than normal to get the emails sent out because of our outage last weekend.'
A spokesperson for Asos told the Australian newspaper The Age: 'Over the weekend, Asos experienced a delay due to a planned tech update that impacted our ability to process orders. We have experienced a backlog, which has affected a small number of customers and we are doing everything that we can to fulfil our customers' orders in expected time frames.'
She told the newspaper, which described the problems as a 'meltdown,' that the issue had now 'been resolved'.
Asos complained last month that it has had troubles in Australia due to the strength of the Australian dollar. Chief executive Nick Robertson said that meant its products were 'about 15 per cent more expensive than we were this time last year'.
That contributed to a slowdown in sales in its 'rest of the world' division, which also includes Russia.
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