Customer purchase and Customer Service - bad experience28 Jan 2022 07:02
Has any investor actually ever been a customer because my experience is not a good one. Wrong unrelated goods sent twice for one order- no way to contact then other than to message via chat online which takes forever so very time consuming both for the customer service operator and the customer. The expectation that the customer has to essentially suck it up and take time & be hugely inconvenienced to send back the wrong goods to them too without any recognition of that. Do they outsource this as that’s conclusion I came to as nothing’s joined up. Nothing is ever resolved - aware of other people with similar experiences too where they just gave up. Still waiting over a month later for someone to actually contact me despite copious emails, complaint escalated etc which are ignored - I still don’t have the original order.
Customer service is key to customer satisfaction- irony is they keep sending me emails but want feedback on their customer service. You couldn’t make it up. If they can’t handle simple resolutions and are hiding from customers in dealing direct as no contact number issued for customers to call, seems to me they are not fulfilling one of the key criteria even with their younger demographic customers, and that’s good customer service offering satisfaction. Customers will only take so much and will eventually walk elsewhere.
I’d also add that their attitude to photographing their goods, the models used now and the overall styling is not an aspirational or new exciting styling, it’s now repetitive and bordering on bland - yeah we get the anyone can be a model trend but that was a trend, it’s over, it’s 2022 and they are stuck in the same groove. They need to shift themselves on customer service side and on presentation and styling of their goods with a whole new invigorated campaign and a fresh attitude. The target demographic gets bored easily and wants new direction, new focus on fashion, they want inspiration & exciting new looks; essentially new, leading fashion content to entice them now we are about to enter the post-Covid ‘roaring twenties’. ASOS get your act together before both customers and investors seek excitement elsewhere. They should’ve never got rid either of the ASOS points system awarded on each order - that was a really good customer draw, now they get nothing.
IMHO DYOR GLA