ASOS has started deactivating ‘serial returners’ accounts and shoppers are fuming
Other ASOS customers have revealed they are now "too scared" to order anything from the site, for fear of their account being deactivated, too
ASOS shoppers have been left fuming this week after the e-retailer deactivated a number of customer accounts.
In a bid to clamp down on its returns policy, the brand revealed earlier this month that it would be "taking action" if "unusual patterns" were detected regarding returns.
But now, a number of shoppers - who claim they are not serial returners - have had their accounts deactivated.
This week, both Facebook and Twitter have been flooded with comments from furious customers who are now unable to use the popular shopping site, with a large number of shoppers claiming to have only ever returned a few items.
Others revealed a similar experience, with one claiming their last two orders had been 10 months apart.
"ASOS how do you justify deactivating my account due to 'a high number of returns' when I rarely order from you and my last two orders have been 10 months apart?" They asked.
"If I only ordered from you in December 2019 and before then in January 2018, how can I possibly be a serial returner of items?"
Another shopper - who has been an ASOS customer for 15 years - explained: "The nature of online shopping - ie ordering two sizes [as] I cannot try on in store - should be taken into account."
One woman called it a "disgusting way to treat loyal customers" while a bride-to-be issued a warning to other brides looking to buy their bridesmaids dresses on ASOS.
"Just so you know if you are a bride and you want to order bridesmaids dresses on here I wouldn't do that unless you want your account deactivated," she said.
"ASOS is now deactivating a lot of people's accounts for returning too many items.
"They won't listen to the reason why you returned the items, you just get deactivated and ignored.
"A few brides I know have had their accounts deactivated and have all received the exact same email when trying to explain why they returned the items.
"... This is an online shop, how are you meant to try things on without being scared to lose your account?"
Another shopper took to Twitter to share an email from ASOS, after she had complained about her account being deactivated.
In the screen grab, the customer service assistant told the shopper "there was no way [the action] could be appealed."
Added to this, many have reported "robotic" emails after they had tried to reason with the site to reinstate their accounts.
The new policy isn't just affecting "serial returners".
Shockingly, customers whose ASOS parcels have gone missing have had a similar experience.
One person tweeted to explain their account had been deactivated after they contacted the company to let them know their parcel had not arrived.
And with social media flooded with comments from furious customers, other shoppers have tweeted explaining they're now "too scared" to order anything from the retailer for fear their accounts will be deactivated, too.
Responding to these concerns on Twitter, ASOS wrote: "Don’t worry, you’re entitled to return anything you buy from us!
"This new returns policy is to try and cut down wasteful returns by people taking advantage of this free perk.
"We’ll only action it if we notice a pattern or unusual level of returns from an account."
But shoppers are now asking for these "levels" to made more transparent, after ex-customer comments suggest "unfair" treatment.
Earlier this month, the e-retailer made changes to its returns policy.
The brand explained they had also increased their returns period from 28 days to 45.
An ASOS spokesperson told Fabulous Digital: "With almost 20 million customers around the world, the business reached a size where we had to make a decision about our free returns offer.
"We could either begin to limit the offer in some way, or we could start to investigate the very small number of customers, a fraction of 1 per cent in fact, who seem to be taking extreme advantage of our free returns service.
"We chose to protect this amazing proposition, as well as increase the time to return unwanted items to us to 45 days, but we do understand that for the very, very small number of people impacted, there are some who are going to be upset.
"We apologise for any confusion that our new policy has caused and want to assure the vast majority of our customers that they have nothing to worry about.
"We will also be introducing an appeals process as well as a warning email to make sure that the few people impacted are not caught by surprise or feel they have been unfairly treated."
In a previous email sent to customers, ASOS wrote: "We need to make sure our returns remain sustainable for us and for the environment.
"If we notice an unusual pattern, we might investigate and take action.
"We know easy returns are one of the (many) reasons you shop with us, so we've increased the time you can return stuff from 28 days to 45 days.
"If you return anything within within 28 days, we'll refund you as normal, and after that (up to 45 days), you'll now get an ASOS gift voucher for the amount you spent."
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