Lucy Mecklenburgh banned from shopping at ASOS after retailer refused her a refund when she claimed parcel 'went missing'

The stylish reality TV star was clearly fuming as she complained on Twitter last night about the fashion brand's customer service.

Ryan Thomas' girlfriend shared a screenshot of what she claimed was a response from an ASOS employee after she complained about an order not arriving.

It read: "After an assessment of your account, we've made the decision to not issue a refund for your item.

"It's very rare for items to go missing and ASOS have therefore made the decision to not accept any further orders from you."

The rest of her conversation with the employee is not shown.

However, alongside the image Lucy, 27, wrote: "So not only did they not deliver an expensive item that was a bday present for my bf, they won’t refund me or ever let me order again. And I’m a VERY regular customer! @ASOS @ASOS_HeretoHelp"

She sarcastically added: "Cheers Callum from customer care."

Her post soon racked up a thousands of supportive 'likes' and hundreds of 'retweets'.

The Sun Online has contacted representatives for Lucy Mecklenburgh.

A spokesperson for ASOS said: "We want all of our customers to have a great experience ASOS and are working with Lucy to understand what happened in this case.”

How to get your money back when an order goes wrong

But it appears Lucy is not the first to receive such an email from Asos.

A handful of reports from unhappy Asos customers online reveal that they too have had orders cancelled without a refund, been blocked from placing further orders and been told their complaints won't be looked into by the retailer's customer services team.

In these emails, Asos advises customers to claim a refund from their card provider. Here's how to do that:

  • Paid between £100 and £30,000 on credit card? Under Section 75 of the Consumer Credit Act, if a retailer or service provider hasn't upheld it's side of the deal – in this instance you've not received your goods – you can claim a refund from your card provider.
  • Paid less than £100 or you bought the items on debit card? You can try and get a refund from your card provider under a similar scheme called Chargeback. But note that unlike Section 75, Chargeback is not a legal requirement.

If you still can't get your money back, you can issue a court claim online via Gov.uk There is a fee to do this of between £35 and 4.5 per cent of the claim – depending on how much money you're requesting.

By Helen Knapman, Digital Deputy Consumer Editor.  

It comes just weeks after Lucy was spotted enjoying a date night with her boyfriend Ryan.

The Celebrity Big Brother winner, 34, enjoyed a few glasses of bubbly with her at Timothy Oulton in West London, and captioned a photo of their experience: "Today’s transport".

On This Morning last month the Coronation Street star confessed there had been no sign of the note Roxanne Pallett claimed to have written to him in the aftermath of the punch row.

Host Phillip Schofield asked the actor whether he'd received the handwritten message yet.

The actor said: "I've heard this [about the note], I haven't received one."

Ryan also opened up about his experiences on CBB and the horror of being accused of punching Roxanne, 35.

He admitted he was terrified the police were going to be called as he feared he really had hurt Roxanne without knowing it.


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