I got banned from ASOS despite not buying anything for months
I got banned from ASOS despite not buying anything for months
Frequent returners who shop at the online fashion retailer now risk having their accounts permanently closed
Ellie Gosley
Online fashion retail giant ASOS have caused mass confusion after closing the accounts of customers without warning. I oinow this because it happened to me.
ASOS came under fire in September after they announced their new "fair use" policy, which introduced return charges for certain customers who the retailer said made returns too frequently.
The retailer had previously offered UK shoppers free returns of unused items within 14 days, but wrote to some shoppers saying it had updated its "fair use" policy to clamp down on frequent returners. Those signed up to the group's Premier subscription service were told they would have to keep at least £15 of their original order to escape a fee, while non-subscription shoppers who regularly send back large amounts would have to keep at least £40 of their orders.
However the retailer is now clamping down on returns even further and has contacted some customers to say that their accounts will be closed due to their return activity.
An email I received said this: "Some time ago, we contacted you to inform you of certain changes made to our Fair Use Policy.
"After reviewing your recent return activity again, you are still part of a small group of customers whose shopping behaviour continues to breach our Fair Use Policy.
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"For this reason, we have decided to close your account.
"We're letting you know that your account will be closed in 30 days. Please note that this also applies to any other accounts you currently have or may try to open in the future."
The problem is I hadn't used ASOS for months.
A spokesperson for the retailer said a "small" amount of accounts have been closed.
Another frustrated customer posted a video on TikTok about her account being closed. @vmyellen said: "ASOS I'm really mad at you."
She added that she had contacted customer services but was told the decision was final before the chat was closed. People in the comments were similarly confused about ASOS's decision
One person said: "Lol, l I just had an email this morning saying they were closing my account because I'd 'breached the fair use policy'. 105 orders over the past 10 years and I definitely keep WAY more than I return. I tried to log a complaint and every time I ask on the chat they just paste the policy and close the chat."
A second customer added: "Been shopping with them since about 2006; I lived on the website at one point and 95% of my wardrobe was ASOS. In the last five or so years their quality has been abysmal and seeing how they are now treating seemingly innocent customers has disgusted me.
"No wonder people are returning a lot when everything is so badly made. So I just deleted my account and deleted the app. Good bye to old news."
Another ASOS customer took to X to say that despite spending £100 a month on the website, their account had been closed. Hours later, the official ASOS Instagram account asked if they could use a photo posted by the customer showcasing their clothes.
"Obsessed with asos banning me from being a customer because the majority of their clothes are awful quality or botched sizing and therefore need to be returned," another person wrote on X.
However, some people defended ASOS and said that it's costly for businesses when so many people are returning items often. One wrote: "Not excusing asos but the reason it's different from in store is because the cost of orders and returns for online is so much higher and they lose a significant amount of money on returns, whereas that doesn't happen with in store purchases."
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A spokesperson for ASOS said: "We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our Fair Use policy.
"This helps us maintain our commitment to offering free returns to all customers across all core markets."
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