Latest news with #FairUsePolicy
Scottish Sun
2 days ago
- Business
- Scottish Sun
‘Slap in the face' blast shoppers after being BANNED from UK retail giant for ‘returning too many items'
Shoppers have reported being "cut off" by customer service when complaining about the ban POINT OF NO RETURN 'Slap in the face' blast shoppers after being BANNED from UK retail giant for 'returning too many items' Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) SHOPPERS have shared their fury after being banned from shopping at a UK retail giant for returning too many items of clothing. Thousands of fashion fans have received emails stating that their accounts have been closed with "immediate effect" for breaking the Fair Use Policy. Sign up for Scottish Sun newsletter Sign up 3 Shoppers have shared their fury after being banned from shopping at a retail giant Credit: PA 3 ASOS is cracking down on customers who often return items of clothing Credit: Alamy 3 Shoppers have reported that their accounts have been closed as they have returned too many items Credit: Asos ASOS last year enraged customers by charging a £3.95 fee to those who return items frequently, and keep less than £40 worth of items. And now the fast-fashion giant has sparked fury again, with customers describing the strict policy as a "slap in the face". 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." ASOS' Fair Use Policy states that customers may have their accounts shut down if they carry out "unusual or suspicious activity", such as "unusual patterns of returns activity", and returning items that look like they have been worn. Lucy Britnell, from Teeside, has been paying for a premium ASOS account for seven years, but has now been banned from using the fast-fashion website. The self-confessed "shopaholic" said that she spends around £100 a month at ASOS and spent a whopping £500 on a haul for her latest holiday. She revealed that when buying large hauls, she often buys multiple sizes, as she claims ASOS' sizing is "often unpredictable". However, last Thursday, Lucy received an email stating that her account would be closed within 30 days. "After reviewing your recent return activity, we've noticed that it no longer aligns with our current policy", the email read. I've found the perfect spring wedding guest dress - it's from ASOS & people say it's so nice I'd even upstage the bride Lucy was left shocked by the email telling the BBC: "It was a real slap in the face - I thought it was a joke at first. "Even if they did reinstate my account, I'd take my money elsewhere. "It's really left a bad taste in my mouth." Other customers have revealed that they have tried to appeal the ban, but were "cut off" by customer service. Can your account be closed for making too many returns? By Laura McGuire, Consumer Reporter WHEN shopping online it is important to be clued up on what your rights are - especially when it comes to making a return. H&M, Boohoo and Zara are among the countless fashion retailers which make customers pay for sending products back. And brands such as ASOS and Pretty Little Thing now ban customers who return items frequently. Retailers can impose these stricter rules as part of their own returns policies. Some stores may assess shoppers return behaviour on a case-by-case basis, while others may have a strict blanket policy. Amazon customers in the US have claimed the retail giant has closed accounts without warning more making too many returns. Louise Gowrie, from Glasgow said: "I tried again and asked how to complain regarding this and they told me the decision was final - and cut me off again with no reasoning." Frankie Allen from London, was also told by customer service that nothing could be done about the ban, and slammed "robotic comms" for "alienating" customers. However, she added that she does understand why ASOS has decided to crack down. "I've received ripped jeans and clothes with make-up on them before from ASOS, so I know there are some people who abuse the policy - like they wear the clothes once, keep the labels on, then return them for a refund," she said. Explaining why ASOS introduced the severe measures, retail expert Medi Parry-Williams said: "Managing high volumes of returns simply isn't a sustainable model. "In many cases, a return fee of £3.95 doesn't come close to covering these costs." And ASOS is not the only online store to crack down on customers who make frequent returns. H&M, Boohoo, Pretty Little Thing, and Zara are among stores which now charge customers.
The Sun
2 days ago
- Business
- The Sun
‘Slap in the face' blast shoppers after being BANNED from UK retail giant for ‘returning too many items'
SHOPPERS have shared their fury after being banned from shopping at a UK retail giant for returning too many items of clothing. Thousands of fashion fans have received emails stating that their accounts have been closed with "immediate effect" for breaking the Fair Use Policy. 3 3 3 ASOS last year enraged customers by charging a £3.95 fee to those who return items frequently, and keep less than £40 worth of items. And now the fast-fashion giant has sparked fury again, with customers describing the strict policy as a "slap in the face". 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." ASOS' Fair Use Policy states that customers may have their accounts shut down if they carry out "unusual or suspicious activity", such as "unusual patterns of returns activity", and returning items that look like they have been worn. Lucy Britnell, from Teeside, has been paying for a premium ASOS account for seven years, but has now been banned from using the fast-fashion website. The self-confessed "shopaholic" said that she spends around £100 a month at ASOS and spent a whopping £500 on a haul for her latest holiday. She revealed that when buying large hauls, she often buys multiple sizes, as she claims ASOS' sizing is "often unpredictable". However, last Thursday, Lucy received an email stating that her account would be closed within 30 days. "After reviewing your recent return activity, we've noticed that it no longer aligns with our current policy", the email read. I've found the perfect spring wedding guest dress - it's from ASOS & people say it's so nice I'd even upstage the bride Lucy was left shocked by the email telling the BBC: "It was a real slap in the face - I thought it was a joke at first. "Even if they did reinstate my account, I'd take my money elsewhere. "It's really left a bad taste in my mouth." Other customers have revealed that they have tried to appeal the ban, but were "cut off" by customer service. Can your account be closed for making too many returns? By Laura McGuire, Consumer Reporter WHEN shopping online it is important to be clued up on what your rights are - especially when it comes to making a return. H&M, Boohoo and Zara are among the countless fashion retailers which make customers pay for sending products back. And brands such as ASOS and Pretty Little Thing now ban customers who return items frequently. Retailers can impose these stricter rules as part of their own returns policies. Some stores may assess shoppers return behaviour on a case-by-case basis, while others may have a strict blanket policy. Amazon customers in the US have claimed the retail giant has closed accounts without warning more making too many returns. Louise Gowrie, from Glasgow said: "I tried again and asked how to complain regarding this and they told me the decision was final - and cut me off again with no reasoning." Frankie Allen from London, was also told by customer service that nothing could be done about the ban, and slammed "robotic comms" for "alienating" customers. However, she added that she does understand why ASOS has decided to crack down. "I've received ripped jeans and clothes with make-up on them before from ASOS, so I know there are some people who abuse the policy - like they wear the clothes once, keep the labels on, then return them for a refund," she said. Explaining why ASOS introduced the severe measures, retail expert Medi Parry-Williams said: "Managing high volumes of returns simply isn't a sustainable model. "In many cases, a return fee of £3.95 doesn't come close to covering these costs." And ASOS is not the only online store to crack down on customers who make frequent returns. H&M, Boohoo, Pretty Little Thing, and Zara are among stores which now charge customers.
The Irish Sun
3 days ago
- Business
- The Irish Sun
Asos shoppers fuming after retailer makes key change to returns & it's bad news if you often try multiple sizes
ASOS shoppers have been left fuming after the online retailer has made a huge change to its returns policy. From yesterday, June 24, if your account has an average returns rate of 70 per cent over the past five orders, it will be banned. Advertisement 3 Asos has launched an incentive to stop people returning the majority of items they order Credit: Reuters 3 If you have a returns rate of 70 per cent, your account could be blocked - and shoppers aren't happy as it can make sizing a challenge Credit: Tiktok/@lowkeypesh An ASOS spokesperson: "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 ." Since the change came in, a number of shoppers have had their accounts cancelled and others left annoyed about the policy. TikTok user Advertisement More on Asos She shared: 'I personally feel like they need to change this because if there's like a sizing issue or, for instance, I'm buying two items. 'I'm buying like one size bigger and smaller or my actual size, for instance. 'The company is basically penalising me for returning items that don't fit me or whatever.' Asos addressed concerns about sizing, and said in a statement: 'We understand that finding the perfect fit can be tricky sometimes. Advertisement Most read in Fabulous 'To make it easier, check out our Size Guide and product reviews . 'If you have the ASOS app, our Fit Assistant tool will make personalised size recommendations while you're browsing.' ASOS launches brand new secret sale where EVERYTHING is £5 - including Topshop, Pull&Bear and Stradivarius goodies perfect for summer However, the TikTok user claimed that it can be hard to find the correct size, particularly if some items don't have a video attached in the listing. Many people took to the comments to share their annoyance, with one saying: 'What do they expect when you can't go in and try clothes on. So ridiculous.' Advertisement Another added: 'An online-only brand penalising returns is wild.' However, one pointed out: 'Tbh I blame the fashion influencers for these rules, so many companies are doing it now because so many of them buy so much & take so much back. 'I love watching the fashion reels but I honestly think this is why so many companies are now doing this.' ASOS' CANCELLED ACCOUNTS 3 A number of people have had their accounts cancelled Credit: Asos Advertisement Shoppers were sent emails detailing how their accounts had been closed with "immediate effect" after the online retailer said they breached the terms of its Fair Use Policy. The move sparked fury among punters, with many describing the move as "unfair" and "insane". It is understood that even if customers have not used their account in recent months, it could still be closed if they breached policy rules. Last year, the online department store said it would charge customers for returning items unless they spent a certain amount. Advertisement The new rule means shoppers only get free returns if they keep £40 or more of their order. Otherwise, £3.95 will be deducted from their refund. Premier ASOS customers, who pay £9.95 a year for free delivery, are also not exempt from the change. But they only need to keep £15 of their order to dodge the charge. Advertisement The digital department store previously said its profits were bruised by customers making large orders and not keeping all of the items. However, the move has been labelled as unfair by many punters, especially as they cannot try before they buy when shopping online. CRACK DOWN ON RETURNS And ASOS is not the only online store to crack down on customers who make frequent returns. H&M, Boohoo, Pretty Little Thing, and Zara are among stores which now charge customers. Advertisement Next also introduced the change at the start of 2023 and customers now have to fork out £2.50 per item returned. In December 2023, Debenhams left shoppers feeling "cheated" after introducing a charge for returning online goods. Other ways to save money at ASOS HERE are some of the best ways you can save and get the best prices at ASOS and other outlet stores. Save money with ASOS Flash Sales and promo codes Flash Sales are mini-sales that last anywhere between a couple of hours to a few days - such as the 'Sample Sale'. When one occurs, an ASOS promo code will often be advertised that can be used on a particular product or range. Flash Sales also happen around bank holidays and other 'special' days like Valentine's Day, Halloween and April Fools' Day. Get an ASOS birthday discount code When signing up to ASOS, or any retailer for that matter, make sure to put in all your personal details, including your birthday, for special rewards. If a retailer knows your birthday, they'll send you a code two weeks before for you to use on full-price items. Sign up to the ASOS newsletter Again, this doesn't just apply for ASOS, but signing up to newsletters keeps you in the loop with all the latest deals and discounts as soon as they're announced. By signing up, you're usually rewarded with a new customer promo code for money off your first purchase. Buy from the multipack section Multipack sections often go unnoticed but they're a lifesaver for saving money on wardrobe essentials. For example, a plain white ASOS DESIGN women's t-shirt costs £8* when bought by itself, but a pack of two t-shirts comes in at £15* and a pack of three comes in at £22*. Get cheaper delivery While it's understandable you wan't your new product as soon as possible, try and pay for the least expensive delivery option - even if it means waiting an extra day or two for it to arrive. ASOS offers free Standard Delivery (usually £4.50) on all purchases over £40, too. Find deals in the sales If you're looking for ASOS discounts, make sure you check the outlet. The ASOS Outlet is great for finding cheap out-of-season stock, just as you'd expect at a regular outlet shop. You can find items with huge discounts of up to 70%.
Yahoo
3 days ago
- Business
- Yahoo
Customers who return 'too many' items can have their shopping accounts blocked
Return too many items in your online shop? You could have your account blocked, say experts. This follows news that popular online retailers ASOS has begun deleting customers' accounts due to high levels of return activity. This is an update with their 'Fair Use Policy', which offers free returns to the vast majority of customers. "For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us," says the policy. "When deciding whether to make this deduction from your future refunds, we apply an objective formula based on your shopping behaviour, taking into account whether you have made particularly excessive returns well beyond the average ASOS customer's returns, as well as the number and value of orders made by you." There's also a clause for 'suspicious activity', which can mean accounts are deleted altogether. The policy explains that it includes: "ordering and returning large quantities - much, much more than even the most loyal ASOS customer would order - as well as the number and value of orders made by you; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them." Customers have taken to social media to share the news, with LinkedIn and TikTok Posts about the issue. Mumsnet posters gave their view on the issue, with one saying: "I think it's mainly to stop influencers buying stuff to do try ons and returning it all." Another added: "People ordering 6 things when they have either no intention of keeping anything (just to make tictocs unpacking or whatever) or only keeping one thing as they had no intention of keeping 6 dresses or whatever has meant they had to clamp down on it." Many mentioned the phenomenon of serial refunding. This is where consumers buy 'hauls' of clothes to try on, or wear clothes once, keeping the tags in, only to return them. Experts also suggest the reason more companies deciding to penalise consumers for excessive returns is due to the cost of returning orders. The process of returning items contributes to the environmental costs and impacts of delivering items, due to packaging and courier vans. There has been an increase in online ordering, with 85% of Brits ordering online in the past year as consumers are more likely to order multiple sizes and buy items in bulk, and as a result of this, the majority of consumers are returning their orders. The most frequent item bought online is clothing, with over half of Brits buying clothes online in the last year. The introduction of buy now, pay later functions like Klarna has also contributed to a rise in multiple orders, as consumers can order multiple products and send others back without any money leaving their bank account. Recommended reading: Amazon announces 'biggest ever' Prime Day sale for July 2025 Martin Lewis shares key advice for mobile phone users Amazon launches 'Haul' service, but only for some customers Retail payment experts at Dojo say: 'High amounts of returns can prove very expensive for businesses, so it's no surprise that fashion retailer ASOS is trying to ban customers who frequently return. "Buy now, pay later has contributed significantly to customers buying more than they usually would to try different sizes and colours without any money leaving their bank account. "This causes mass returns, costing brands money for the returns process. Therefore, discouraging excessive orders can combat potential return abuse. "This is likely a move to help decrease the number of unnecessary returns customers are making and help offset the business costs incurred during the returns process.' ASOS were approached for comment.
Extra.ie
3 days ago
- Entertainment
- Extra.ie
ASOS bans shoppers for ‘consistent' breaches of little-known policy
ASOS customers have been left fuming after the fashion retailer shut down a number of accounts for alleged violation of their Fair Use Policy. Shoppers have been receiving emails from the online company stating breach of the Fair Use Policy, which details the number of items that customers can return to the retailer. The ASOS website says the Fair Use Policy is to ensure that they can continue 'offering free returns to the vast majority of our customers.' ASOS customers have been left fuming after the fashion retailer shut down a number of accounts for alleged violation of their Fair Use Policy. Pic: JUSTIN TALLIS/AFP via Getty Images Angry shoppers have been taking to social media to share the emails they have received from the brand, which reads: '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. For this reason, we have decided to close your account. 'Please note that this also applies to any other accounts you currently have or may try to open in the future.' no way are asos closing my account because i return too many clothes 💀 it's not my fault that the clothes i want don't fit and their sizing is awful 🥲 what a piss take man 😂 — rach (@rachel_mcfly) June 19, 2025 Customers took to X to vent their frustrations with many hitting out at the retailer for their 'awful quality' and 'botched sizing.' One person raged: '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.' 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 — jess (@JessBellmon) June 19, 2025 Another said: 'No way are ASOS closing my account because I return too many clothes. It's not my fault that the clothes I want don't fit and their sizing is awful. What a p*** take man.' A third wrote: 'Account closed for 'consistent breaches' of their Fair Use policy when I haven't returned anything since October! #ASOS you are a joke. You've been losing customers since your new returns policy came in and now you're actually getting rid of customers willingly.' Elsewhere, those who have had their accounts closed are reporting unsatisfactory help from the Customer Care department, with one person saying they 'closed the chat on me with no further information.' Another shopper did have success in having her account reopened but admitted the ordeal has left her feeling 'unsure.' She said: 'I don't feel confident now with their returns. Clearly the backlash received has resulted in them looking a bit further into each individual case…'
