Dear ASOS Customer Care Team,I am writing to formally lodge a complaint regarding my recent experience with your service. I placed an order at the end of November, paid for customs clearance, and have yet to receive my item, which is now over a month overdue from the estimated delivery date.I contacted your team several times and was repeatedly told the issue was being investigated, but this yielded no results. Eventually, your team offered to send a replacement, confirmed my delivery address, and assured me I would not have to pay customs fees again, given that I had already paid for the initial order that was not delivered.However, I received an email today requesting payment for customs again. When I contacted your team, I was told I would need to pay these fees upfront and be refunded later, which is both unreasonable and inconsistent with the assurances I was given previously. Furthermore, I was informed that I would need to collect the items from customs, despite explicitly requesting home delivery for a reason.This situation demonstrates a disregard for my needs as a customer and is unacceptable. I no longer wish to deal with ASOS and request a full refund, including the amount initially paid for customs clearance.I also find the manner in which your customer service agent handled this situation highly unprofessional. After restating my concerns, the chat was abruptly ended without giving me the opportunity to respond or resolve the issue.I expect a resolution to this matter promptly. Please confirm that a full refund will be issued, including customs fees, without further delay. I look forward to your response within the next 48 hours before I escalate this issue further
