ASOS的11/11超差購買經驗 - 海外購物

11/11購物節的時候我分別在美國及英國的ASOS下了一單,今天兩個包裹都收到了

在這之前都是在英國的ASOS購買(Country Site: UK),

經驗應該有20次以上了吧, 從來沒有漏寄或是錯件過,這次的英國包裹內容物依舊沒有錯誤



結果在Country Site選US的那包內容物沒有一件對的---

一件Shock Absorber的運動內衣根本沒放進去
(check紙本order summary, 運動內衣有寫在上面),

一雙Timberland的女靴我訂單是US9結果寄來US8
(我在官網上的order history也顯示US8, 但我收到的Email confirmation的確是US9,
代表我沒有一時鬼遮眼訂錯)


真的是很怒也很失望, 畢竟已經愛用ASOS 5年以上了...
已經填了Query單給客服, 希望能順利補寄我的gym bra...


另外問一下各位大大, 如果是ASOS自己放錯尺寸而不是單純客戶反悔想退貨,
退換貨的國際運費依舊是要客戶出錢嗎?? 如果是的話就更令人火大了...
(為什麼我要為了他們的錯誤付出成本啊?!!!)

謝謝Q_Q




------------ 後續進度 --------------

ASOS客服還算回得滿快的, 20分鐘內就回信了~ 簡單擷取重點

1. 其實我們size沒算錯喔, 對照Timberland官網上的尺寸表是對的,
不過我們的size chart可能會誤導客人啦~你的case我會當特例處理
(個人感想: 屁! Timberland官方尺寸表US9也是等於UK7, 這就是我一般會穿的size,
怎麼會莫名變成US8?!!而且ASOS寄給我的email confirmation明明寫的也是US9)

2. 會補寄正確尺寸的鞋子給你, 請把錯誤尺寸的鞋子寄回來, 附上郵資證明,
我們會付給你郵資

3. 沒提到漏寄的運動內衣會怎樣處理, 所以我又寫信去追問了



以下是客服回信複製貼上--

Hello,

Thanks for getting in touch with ASOS today, I hope you're well.

I'm really sorry to hear that you received an incorrect item and that the
other one was missing from your order completely, that is really unusual and
is not at all the standard of service that we want to give to our valued
customers. The size for the Timberland shoes is actually correct for the
sizes according to their website (click here to see), however as the size
guide on our website may have mislead I will make an exception on this
occasion. I'm going to arrange for a replacement to be sent out to you as
soon as possible. You'll receive an email to let you know your order has been
despatched.

Please send the incorrect item back to us within 28 days.

You can use the sticky address label on your returns note when you send it
back to us. If you haven't got the label anymore, click here to get a new
one.

Please fill in the section on the back of your delivery note to say the item
is incorrect and put the note in your parcel when you send it back. Do ask
for proof of postage and ensure you keep it safe in case we need to look at
it later on.

I can refund your postage costs for you - simply reply back to me with a copy
of your proof of postage and let us know the currency and amount paid - or
you could fax it to us on 0044 1442 840 278. If faxing us please remember to
include your name and order number so we know it's your proof of postage.

If you need anything else at all just let me know - I'd be happy to help.

Best wishes,


ASOS Customer Care




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