purchased a pair of chunky Chelsea boots for my partner, 6 months later one the boots completely snapped in half at the bottom, leaving my partner with no option other than to hobble home with a boot full of mud and water. When reaching out to ASOS online chat, requesting a refund with photo proof, I was told that I needed to package the product and return it to them so they can ‘asses’ the fault and get back to me once they received it within 10 days. I argued that this is preposterous that an unhappy loyal customer with a clearly faulty product, is being asked to go out of their way to purchase packaging (they are very large chunky boots) and return the item via a shops collect service, just for them to ‘assess’ the fault, as though it were something I’d deliberately done myself! When requesting the details of a manger to escalate my claim further, I was just ignored and given a link to leave feedback where my views ‘will be taken seriously’. Absolutely shocking service and will certainly not be purchasing anything from them again, and I shall be cancelling my premier account from here on out.