ComplaintsforASSOS USA LLC
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Complaint Details
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Initial Complaint
12/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The company has not acknowledged a request to return an item I ordered. I have requested four times under two different support cases. Timeline: - November 4: Case ***** Initial request to return Active Wear Cleanser product I had purchased, but I got no response on the return request. - November 11: Case *****: I still had not heard back on the Active Wear Cleanser return request, so I created a new case to track it. I received email that the case was acknowledged, but no support follow-up after that. - November 20: Case *****: I still had not heard back on this case and asked for an update. I asked for support on a separate case and was assisted that while this one was not acknowledged despite my ask. - November 22: Case *****: The case remained unresolved and I asked for help again over email in processing this return. - November 27: Case *****: I still did not have a response on this return request. Sent an email with a timeline and supporting documentation but did not receive a response.Business response
12/11/2023
Hi ******,
I checked the ticket, and reviewed it with Stephen. The customer wants to return products, without having any boxes or labels, several months after purchasing them, saying he won't ride during SF following an accident, *********.
In another ticket he asks to return the Cleanser, and Stephen sent him the return label, *********.
Then he also had the products broken in the accident replaced free of charge at the end of November. ********* & *********.
Stephen definitely followed the correct procedure and our policies, and the customer is trying to fool us in my opinion,
However, what do you recommend replying to Mr ******* given that he has opened this complaint on BBB?
Thank you,
FabianoInitial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
This is a bit complicated but has been a very poor customer service experience and am hoping for assistance with resolution. I had ordered winter biking outfit from assos.com and it arrived on 10/21 and was stolen from front step that same day before I took possession of it. On 10/22 I filed a police report and reported issue to company. To their credit, they sent out a replacement order -- although I believe I would have ultimately been protected by credit card had they not for item not received. However, upon receiving the outfit on 10/28, I realized it was too small. I reached out to company and explained scenario and confirmed I could return for a refund of original purchase price -- they informed me the process was to submit a new order, which I did that day. Fast foward to 11/7 and I received notification that my return had been successfully received and refund of $0 would be processed. I reached out that same day and was provided a coupon (in place of refund I was expecting). But upon explaining that I was due refund, I received agreement that a refund would be processed by billing team in approximately five business days. Then on 11/16, I received notification of refund but once again it was for $0. Upon reaching out, I was told that since I had "accepted" the coupon, nothing further could be done. I have recently opened a dispute with my credit card company and am optimistic that will be successful but wanted to submit a complaint here also in for awareness of very poor business practices and possibly for resolution. As a side note, I have spent $2,000 since the purchase in reference from same company on full price items that have not been returned. These purchases were of course made based on understanding that I would be receiving refund for that returned outfit. The amount of refund I am expecting is $703.24. Thanks in advance for any assistance in this matter. ***
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.