I ordered a pair of shoes which upon delivery where left unattended outside my door in a public, open access area, while I was at work (picture was sent as "proof" of delivery). After returning a few hours later, the package was missing. Following that, I emailed ASOS to explain the situation (since they're liable under the 2015 Consumer Act, UK). They first replied that they'll investigate the situation and get back to me. Then, they got back to me a day later, stating that since they're liable they have started the process of replacing my order and will send a new pair of the same shoes. A day later, out of the blue, I receive another email from the customer care team, saying that my account has been permanently close "due to suspicious activity" that goes against terms and conditions, and that my money cannot be returned until I return the product that I never received. Note that this is the first time I ever order anything at all from ASOS. After multiple emails trying to explain that there must be some mistake, I keep receiving replies from customer care saying that another review was done and the account will remain closed (apparently written by some AI algorithm, as they don't make much sense after a point). Their latest email even stated that "any emails received about this matter will be automatically closed with no response" at the end. Absolutely disgraceful, scam company that lost my order and kept my money - AVOID BY ALL MEANS.
