As someone who shops from many sites around the world , my experience with the customer service in ASOS NL has been the worst EVER in my life. It was also the first time I opened a dispute with American Express.
Firstly, despite claiming to be contacted within 24 hours, I only received a reply to my message after 4 business days. I spent 2 weeks going back and forth with your customer service agents. And each time an agent changed the process started from the beginning!!!!
First I was in contact with someone named Olga and we kept going back and forth for a week in the hopes that she will finally be able to understand and solve my problem.
Just as I felt she was finally getting there someone named Sarmed emailed me. And he basically sent me an automated email exactly like Olga’s first email indicating that he didn’t read any of the previous emails in the loop, or didn’t look at the attachments I sent her previously, because he asked for them again…
I asked him if he was joking and told him to do read the loop because I had submitted everything, I have explained everything. And I didn’t want to do it for the 2nd time. I also asked him where I could make a complaint about him.
A few days later, he replied to me, repeating his initial automated email, completely ignoring anything I wrote or requested.
At this point I was really pissed off and contacted the UK office via chat. The person I talked to solved my problem in LESS THAN HALF AN HOUR and gave me my refund.
It is very disturbing that in the 2021, my chances of solving an issue with Asos NL is like throwing a dice. If it lands me a good customer agent, then maybe it gets solved. If it lands me a bad one, who doesn’t even bother to read the case files, then I have no other option but to waste 2 weeks of my tine, in the hopes that maybe he will eventually bother to help me… And there is absolutely nothing I can do, no one to complain, no supervisors, no phone numbers, nothing! It’s quite unbelievable!