outlet.asics.com

Zero quality workers

Unfortunately the lowest rate is one star which already too generous for these workers.I regularly bought at least 4 pairs of shoes a year via online and from shops. Yes,I found a lot of problems with the team behind the phone and emails. Absolutely clueless when there is a probelem shows up. I cannot write it all because probably I would not get enough space here honestly,but the last one shows properly how they did just a zero quality of work.After I got my two pairs of shoes on the same day probably 3hours later when I finally took out from the box I noticed one of them has a glitch on it. When I finished my work and my gym session (still same day when I got them) I sent an email with 3 photos to show them it is arrived with a problem I would like to change it, I cannot use it like that. Just in case the following morning I called them an also explained,one shoe from the two pairs has a glitch. The staff who answered the phone said ok,he will forward my request to change that pair or get a refund because they were unused,new shoes. Do you think they sent an email with the label to send it back as they must do with a new shoes with a factory problem? No,of course not. One of the well trained one staff asked me photos three different parts of the shoe - if not, they cannot open my case! I had no time to play with them so I sent an email immediately why he needs more photos from a new shoes specially three other parts of it ? He answered because this is the procedure with a used shoes. Used?? So,I sent an email back I will do zero photos because the shoes are new I did not even wear them so maximum that he can send is a return label.But he kept saying the same, probably just copied the previous emails, however a bit of brain everyone could see when the shoes are arrived and when I sent my email (few hours different) and already told that time via phone and email too, the shoes are unused because I found that glitch immediately when I first took them away from the box. Do you think after this anything changed? He just went on this line to send photos because it is used.After many emails from this well trained one I called the customer service but guess what happened. The following person said after I told this all nightmare that ongoing (over a week ) that time ,so he promised a call back which is NOT happened after. So I made a phone call again the following day to tell them it is getting too much now and I want to do an official complaint regarding they just ignored my rights as a customer. I told them I am going to work so I need to speak with someone before 13;00of course nobody called me back after that day morning phone call,so I called them again because after they proved they promise is just worth nothing I called them again to tell I didn't get the call in the morning as he promised many hours ago, he promised again someone will call me before 13:00I said ok. Guess what happened: yes, they DID NOT called me before 13:00. The Consumer Experience Hub Team leader called me from a Spanish number 13:33 when I answered the phone and asked him to call me back 15mins later because I cannot talk (I was working in the hospital so there not possible talk minutes) Do you think he did call me back? Yes, 27 days later, yes twenty seven days later! During this time I sent him an email to highlight I still waiting my call and two weeks later he came with a fake 'excuse' he tried to call me and asked me to confirm my number is the same ... ( I have not get a missed call either) During this time I sent emails to them and I got reference numbers with automated emails which said someone will contact with me. But just as before NOBODY DID.I cannot remember after how may emails, calls and fake promises one day someone answered my phone and she said 'oh ok that was a mistake by my colleague who wrote it down incorrect way, and he put into the system you used them...' I asked how it is possible if I told the shoes are just arrived a few hours ago, I couldn't use because the glitch, and my email was there within a few hours after I signed at the the collection point. So, after two weeks I got a label to send it back. Either if he was writing down in a wrong way,I sent emails and I told it is unsused shoes and to find this true you just go to the system when was that delivered and when my email arrived to the system. I know you need a little bit of common sense for this after I was told and written down many-many times that. But with the ASICS customer service does NOT CARE that you told or written down. They don't care your rights as a customer, they don't care to keep their promises to call you back. And the main joke the Consumer Experience Hub Team leader who called me 27days after he said he will do it 15 minutes. When I told this is not 15mins he said 'oh it was Black Friday crazy time blabla' which caused 27days the call back. They lost a customer but this is UK customer service!

Date of experience: Nov 10, 2022