A key worker was left horrified after discovering a ‘used’ face mask in her ‘brand new’ ASOS coat – despite the brand’s reassurances that any ‘cross-contamination would’ve been neutralised’ by the time it was delivered.
Jessica Sadler, of Bedlington, Northumberland, was trying on her new puffer jacket last Wednesday when she felt something in its pocket and, to her disgust, says she pulled out a face mask.
The supermarket checkout assistant, 24, claimed she could tell it had ‘obviously been used’ as the top had been bent into shape to fit around someone’s nose.
After searching social media, a shocked Jessica discovered the issue was a reoccurring one, with other shoppers claiming they had the ‘exact same’ experience.
ASOS took six days to reply to Jessica’s complaints – but when the online clothing company did finally apologise, it added that any ‘cross-contamination would have been neutralised’ by the time the item was delivered.
Key worker Jessica Sadler (pictured) was left horrified after discovering a ‘used’ face mask in her ‘brand new’ ASOS coat – despite the brand’s reassurances that any ‘cross-contamination would’ve been neutralised’ by the time it was delivered
Jessica Sadler, of Bedlington, Northumberland, was trying on her new puffer jacket last Wednesday when she felt something in its pocket and, to her disgust, says she pulled out a face mask (pictured)
ASOS took six days to reply to Jessica’s complaints – but when the online clothing company did finally apologise, it added that any ‘cross-contamination would have been neutralised’ by the time the item (pictured online) was delivered
Jessica, who plans to report the incident to Trading Standards, believes ASOS are ‘obviously not being very careful or safe’.
But the company insisted all returned goods go through a thorough inspection before acknowledging that in this case the process ‘failed to live up to the usual standards’.
Jessica said: ‘I tried it on to make sure it fit and when I put my hand in the pocket of the coat I felt something and pulled out the mask.
‘You could tell straight away that the mask had been used as the nose part was bent into place. I was initially just in shock – I was thinking, “has it been sent purposely?”
Jessica (pictured), who plans to report the incident to Trading Standards, believes ASOS are ‘obviously not being very careful or safe’
‘The coat was in a sealed bag within the parcel when it was delivered, so it wasn’t like it could have been tampered with during delivery.
‘I suspect it was a returned coat that had been worn and someone used a mask and left it in the pocket – which makes me wonder if they’re being checked and cleaned properly when they’re returned.
‘They’re obviously not being very careful or safe – I will be reporting this to Trading Standards as I feel it does hinder the health and safety of customers.’
Immediately after she discovered the mask, Jessica said she contacted ASOS on social media to say she would be reporting it to Trading Standards but didn’t receive a response for six days.
The supermarket checkout assistant, 24, claimed she could tell the face mask (pictured) had ‘obviously been used’ as the top had been bent into shape to fit around someone’s nose
Eventually replying, ASOS told Jessica that this ‘doesn’t happen often’ and that ‘protecting their customers is really important’.
But an upset Jessica said it took her complaining further before they treated it seriously and still never told her what to do with the mask.
Jessica said: ‘After it happened I looked on Twitter and noticed at least six or seven other people had the exact same thing happen to them.
‘It appears their online chat is still disabled and their Facebook messenger and Twitter DMs are automated before speaking to an actual person.
After searching social media, a shocked Jessica discovered the issue was a reoccurring one, with other shoppers (above) claiming they had the ‘exact same’ experience
‘I’m a key worker in a supermarket and come into contact with members of the public when working.
ASOS eventually responded to Jessica and claimed that, while it was ‘not ideal’, due to the length of time it would have been in transit, any ‘cross-contamination would have been neutralised’.
An ASOS spokesperson said: ‘All goods that are returned to ASOS go through a thorough inspection and, if necessary, cleaning and repair process before they are put back on site for sale to our customers.
‘In this instance, it’s clear that our process has failed to live up to our usual standards. We’d like to apologise to Jessica for the upset this has caused and have offered her a full refund for the order.’