‘Help form’ of little assistance in getting Asos coat refund

Asos says it has cancelled by coat order – so why haven’t I got back my £40 payment?

I bought a £40 coat from Asos using PayPal. The money was taken out of my PayPal account, but within minutes Asos emailed saying the order was unsuccessful.

I contacted Asos, which said it would take 10 working days for the money to reappear in my PayPal account. It has now been a month and dealing with Asos has been frustrating. It has no helpline number on its website and I have to keep emailing through a “help form” on the site or posting on its social media outlets, which it rarely responds to. The order still says “pending” on my PayPal account, but Asos insists it has cancelled it and there is nothing more it can do. I have repeatedly contacted them showing them proof the order still says pending but again, that is ignored. NW, London

Asos does indeed wish to keep customers at bay for there is no telephone number on its website, only web forms which might – or might not – elicit a response. My email to its press office meets the same fate; only after three weeks and a chaser does Asos bestir itself to blame Paypal.

With far more promptness, Paypal accepts responsibility. “Unfortunately an error on PayPal’s behalf meant that the customer’s order wasn’t cancelled as it should have been, and this then delayed the refund. We have since corrected this mistake, and are also putting a new process in place to prevent this happening again,” says a spokesperson. You have received an apology and an extra £40 in goodwill.

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.

Contributor

Anna Tims

The GuardianTramp

Related Content

PayPal's buyer protection is short-lived
When a supplier went bust without delivering the goods, PayPal customer discovered the time had run out on a refund

Mark King

23, Jun, 2012 @9:59 PM

Article image
A full refund is due, but Hotels.com won’t help us get our money back
We had to cancel a booking, but because we chose ‘pay at hotel’ we have to sort it out ourselves

Anna Tims

31, Oct, 2019 @6:00 AM

Article image
Bravofly’s ‘Flex’ scheme had a rigid time limit on its 90% refund promise
It was only valid up until 48 hours before the flight, but we were sold it 36 hours before

Anna Tims

29, Jul, 2015 @6:00 AM

Article image
Ebay won't help seller over missing iPad
Ebay has refunded buyer who claimed iPad never arrived – even though seller has proof of postage

Anna Tims

27, Oct, 2013 @7:00 AM

Article image
Yodel's rubbish excuse for failing to deliver vintage guitar bought off eBay

I opened a case with eBay but was refused a refund because Yodel provided false tracking information after putting my guitar in the bin

Anna Tims

19, Jan, 2014 @7:00 AM

Article image
Cash request from a Facebook ‘friend’ left me £300 out of pocket
I was defrauded by a hacker posing as someone I knew who said he needed help

Anna Tims

03, Jul, 2019 @6:00 AM

Article image
PayPal was no friend in need
We thought we were protected by paying through PayPal – but it won't return money taken by bogus MMA car insurance brokers

Anna Tims

19, May, 2013 @6:00 AM

Article image
Ebay flouted its own refund policy when parcel didn't arrive
Company was liable for reimbursing the buyer in Germany to whom I sold an antique cup and saucer, but it made me pay

Anna Tims

10, Aug, 2016 @6:00 AM

Article image
Don’t think it’s all over if Amazon gives you a refund
It gave me my money back but months later the seller took me to court

Anna Tims

01, May, 2019 @5:59 AM

Trying to get my dress refund out of Style Icons Closet
My dress didn't fit and I have waited and waited to get my money back from fashion website

Mark King

21, Jul, 2012 @9:59 PM