Appalling Service and Damaged Goods from ASOS

I have used ASOS for years, probably since I first started online shopping to be honest. I do like a good moan, but I much prefer writing positive things about products and companies. However my blog has always been a place to me where I can write what I like whether that’s a nice review or a bit of a vent(!)

The story starts like this, I saw a scalloped leather bag I liked on ASOS.  You can see it here – looks lovely right?  I asked my boyfriend (James) if i could have it for Christmas. He happily obliged as it made his Christmas gift buying pretty easy. All was well until the bag arrived and James asked me to look at it to check I was happy, and we found this in the box:







It looks like someone has gone at the bag with something sharp and scratched it all over, the leather was missing in places, and there were these odd glue marks everywhere. Basically it wasn’t something you could give as a present.

So we phoned up the ASOS helpline, and to be fair to them they were very friendly. The lady apologised and said it “must have missed their quality checks”, we said fair enough, and they said they would send us a new bag out on Monday, as they did. When it arrived it was the same story again:

Again scratch marks all over the bag, strange glue marks and it looks mis-shapen.




So again we contacted ASOS. First we rang them, and they cut James off, so we emailed them. We received an email back telling us the bag was now out of stock, and if we wished to receive a refund then we should just send both of the bags back. (Oh and they also threw in a 10% off for next time code)

So that was that. No real “sorry”, I’m just confused as to how they let 2 bags like this go out to customers. I have seen ASOS sell vintage Chanel bags in the past, so are you telling me they let thousand pound bags also ship with scratches and gouges all over them?

A discount code doesn’t really matter to me, because at the end of the day I simply wanted a nice bag to use for work for Christmas. I would really like to know why it happened (twice?), and if ASOS have something to say about the condition of the bags – how on earth did they get like this?

As I have said, I’ve used ASOS in the past and not had any complaints. It’s just really disappointing that this has put me off, I certainly wouldn’t consider buying leather goods from them again, or any bags really.

It would be great to hear back from you ASOS. Any explanation as to why my bags ended up looking like this?