However, the second time I wore the belt it snapped in two, threads hanging lose. Uh-oh... I got in touch with ASOS explaining that I had a faulty item and they told me to send it back to them so they would investigate: "Once your parcel has arrived and we have inspected the item we will contact you as soon as possible to advise further." That seemed fair, so off to the post office I went.
A week later I received an automatic email from ASOS informing me that my belt had been received and that I was to be refunded £5. When it comes to faulty goods, items are supposed to be repaired or replaced; if this isn't possible, as a last resort, you get a refund. Checking on the site, they had the belt in stock:
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I wanted the belt exchanging, yet I was given a refund... What was even more strange is I was only refunded £5, not £25. Twelve emails later that spanned 5.5 hours, I finally got confirmation that I would be refunded the amount I paid for the item. (Initially, I was only offered 10% discount on my next order.)
Firstly, before I go into the nitty gritty, I do want to say that ASOS were prompt with their replies. They answered within two working hours, unlike River Island who took three days to answer a question I had. I can't fault ASOS on this.
What I can fault them on though is that my choice was taken away. I was initially told if I wanted to buy the belt again, I would have to reorder it at a cost of £25... With faulty goods, it's the retailer's responsibility to sort out the faulty product for you. Issuing a £5 refund and telling me I had to pay another £25 for the belt was not sorting this out. If I did do that I, effectively, would have paid £45 for the belt whilst everyone else paid £25!
I am pleased my issue was eventually resolved, but I'm not happy with ASOS' process. As a customer you are entitled to receive an item of "satisfactory" quality, one fit for purpose. It is the retailer's responsibility to sort this out for you if something goes wrong (unless, obviously, you bought direct from the manufacturer). This is usually a repair, a replacement, or a refund if no replacement is available.
I have to say, I've gone off the belt because of this so I won't be reordering it - the search is on for a new belt - but I have to urge you all, if you have an issue with something that you've bought, please exercise your rights and make the company you bought it from make things right. I still love ASOS, and will continue to use them, but I share this tale for those of you who have an issue like this and aren't sure how to resolve it. Remember, you are entitled to receive the product you have paid for - make sure you do!
Has anyone else had problems over items/services you've bought that haven't been up to scratch? Let me know and share your tales of retail woe! x