I ordered x4 items 7 days ago. I have received an email from ASOS saying Yodel had the item and it was on its way, and a link for Yodel. Two days after the delivery date I contacted Yodel who said speak to ASOS we haven't received the items. An ASOS customer service online chat representative looked into it and said, 'we realised we didn't have the stock when it came to packaging your items, you should of been refunded. I checked my bank. no refund. I explained this to Carlo on the online chat. He said it will be with you by 10 days, is there anything else? At this point I had received no confirmation in writing that the items were not in stock nor that a refund was being issued, in fact my online account still stated the delivery was on its way and I had no written confirmation that a refund was on its way either. When I requested to escalate the matter this was refused. When I asked to speak to a manager this was refused. I was told the online chat was being monitored but I would not be put in touch with someone directly as they do not offer this service. When I asked for a phone number this was declined, a direct phone line does not exist. When I expressed how unhappy I was with the service given that I had sat and waited for the items to arrive two days after they were due and spent time contacting Yodel and ASOS to be informed the package didn't even exist, I was told the refund of 10 days would not change and no other alternative or good will gesture was offered. When I persisted for another solution I was told I was going round in circles and frustrating myself and this wasn't helping. I was told I was being emotional and the situation would not change. I was told I was making it hard for myself and the 10 day refund policy would not change for me. I was told Carlo felt a solution had been met and the situation resolved and he could stay on the chat with me all his shift but this wouldn't change the situation either. This is by far the worst customer experience I have ever witnessed. I felt insulted, refused, unheard and disrespected, I was given no alternative option to seek help or advice elsewhere, nobody interjected or interviewed when I expressed my unhappiness with how Carlo was speaking to me, when apparently Mangers were watching. Money has been deducted from my account for items that do not exist, my online account has not been updated with this information which still says the items are on their way to date. I have no written confirmation of a refund, only Carlo's word that I will have one in 10 days time, meaning funds have been missing from my account for 17 days with no product received. Carlo said I can write a trust pilot review via a link, with no solution or alternative after being on the chat for 1 hour I asked for the link and stated I wanted to end the chat, my final message from Carlo said, and I quote exactly "I would be glad to do that, you can vent your complaints with regards to your delivery..... " I will be posting the above on Trustpilot and anywhere else I can in the hope someone will come back to me and confirm my refund and maybe even address the issues I have listed above as there are no other alternative methods of me contacting ASOS Customer Service, email, telephone, ASOS HQ does not exist and if it does they do not accept incoming calls.