Asos customers banned over returns say it is ‘slap in the face’

Asos shopping, after the accounts of the accounts after the closure of anger expressed anger.

In recent days, some customers received e -mails that stated that they were banned because they were alleged to have violated the fair use policy of the online fashion giant.

Last year’s company Controversial £ 3.95 fee Customers frequently refund and keep the product at £ 40 in order.

Asos said in a statement to the BBC: “Recently, the shopping activity has constantly closed the accounts of a small customer who has constantly falling out of our fair use policy.

“This helps us to maintain our commitment to offer free refund to all customers in all basic markets.”

Asos’ fair use policy, “unusual or suspicious activity” can close the accounts and “unusual return activities” and the return of the worn out of the return, he says.

Retailer first warned customers in 2019, he said. Disable accounts Viewing such patterns, but customers say that a harsh pressure started last week.

Lucy Britnell, a “Shopaholic” who confessed from Teesside, has been banned since 2018, which has been providing free delivery to customers since 2018.

“I probably spend at least 100 £ a month with Asos – my latest holiday shop [over several orders] It was 500 pounds, “he says.

“Most of the time I have to order two dimensions, and then I will return the non -compliance – and the asos dimensioning, especially their own brands are very predictable.”

In an e -mail on Thursday, Asos Lucy told: “After examining your last return event, we realized that it is no longer compatible with our current policy.”

He said he would close his account within 30 days and will be valid for new accounts opened by the ban.

On the same day, he received an Instagram request from Asos and asked for permission to re -publish a photo of an asos outfit he wore on his account.

“He was a real slap on his face – I thought it was a joke at first,” he said.

“I would take my money to another place, even if they have restored my account, Luy says Lucy. “He left a really bad taste in my mouth.”

The UK -based Asos said that he has sent 67.2 million orders worldwide in the last financial year.

In addition to their own lines, it sells hundreds of other brands and offers everything from low -priced clothes and vintage fashion to Korean skin care and the left to Janeiro.

Some customers complained about being rejected while trying to object to account bans.

Louise Gowrie from Glasgow said that when Asos tried to complain about the live chat feature of Asos’ website, he said.

“I tried it again and asked me how to complain about it and told me that the decision was definite and they said they had cut me again without any reasoning.”

Meanwhile, 32 -year -old Frankie Allen, a PR Director from London, who has been a Asos customer for about 20 years, says that he frequently ordered two -dimensional clothes and returned the non -fit.

After being banned recently, he tried to explain it in a live conversation, but I was told that screenshots could not be made by the BBC show.

Frankie, such “robotic communications” changed the way people see the company and said, “alienated many loyal customers.”

However, he says he still understands why Asos was broken on returns.

“I have previously bought jeans and clothes from Asos, so I know there are some people who abuse politics – they wear once, they hold labels, then they return to repayment,” he says.

This is a landscape that is supported by some industry, which indicates that the transport is returning items to the warehouses and that they process and control them for damage. Inflation and freight problems also hit fashion companies hard.

“Managing a high amount of return is not a sustainable model,” he says. “In many cases, £ 3.95 returns does not approach to meet these costs.”

However, closing customers’ accounts “a very violent line to take” and an asos will not gently take, says Peel Hunt retail analyst John Stevenson.

After a explosion in returns since Covid Lockdowns, some retailers have fees to return the items to the broadcast or collection, including the next, Zara, H&M, Uniqlo and new appearance, but they still offer free return in the store.

The beautiful little thing encountered a reaction when it started Disabling the accounts he said high return rates are high last year. The policy arrived shortly after it brought £ 1.99 for the return.

Asos did not respond to the request for more comments from the BBC that customers were banned. Some now call on the company to change the course.

Publisher and consultant Tskenya-Sarah Frazer, after being banned from the site, called for “charging and punishment” for online refunds and launched a petition online.

“As a plus -sized, tall and neuroditergent individual, online shopping is my only option.”

“When we get smaller and we exist and need to shop more online, it is absolutely necessary for customers to have the freedom to buy and return freely.”