Dozens and potentially hundreds of Asos customers have been left unable to take advantage of the retailer’s ‘free’ returns policy due to an internal system error.
Shoppers have taken to social media to report being unable to send items back through the Post Office – using Royal Mail barcodes provided for by the retail marketplace.
One customer told the Mirror she was turned away at her local Post Office due to a scanning issue – and was told to take it to a Collect Plus counter instead.
“I think we’re lucky in London as there are other options, but for people in the countryside for instance, it could become really difficult,” she told Mirror Money.
“It was a waste of time, especially as I spent 20 minutes of my lunch break queueing in the Post Office, only to find that I couldn’t send my parcel there.
“But it must also be a nightmare for the Post Office staff, who told me that this has regularly been happening over the past few weeks.”
On Twitter , customers said they’ve been let down the retailer over the issue that means QR codes don’t work at the till point.
And while some say they were pre-warned about the issue by Asos, others were simply turned away after visiting their local Post Office counter.
“Hi, the Post Office have advised that you have sent a dodge label for my returns. Can you please send another so I can return my items? Thanks,” one shopper said.
Another said she was told by Post Office staff that the retailer had been sending out “erroneous” codes.
Mirror Money asked Asos for a status update on the issue, however the retailer declined to comment on how widespread the failure is.
However, since raising the issue, Asos has updated its FAQs page with a guide on what to do if your Royal Mail returns label is not working .
“We’re really sorry if you’ve having trouble using the Royal Mail returns label included in your parcel,” the page explains.
“If you’ve placed an order in the last couple of weeks and would like to return it with Royal Mail, you can create a new returns label by clicking here – if you don’t have access to a printer you can generate a QR code instead.
“Alternatively, you can use any of our other returns options – just click here for more info.”
Have you had an issue with an online purchase? Get in touch: firstname.lastname@example.org.