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AIBU?

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Original poster

Is it reasonable for a company to demand my measurements before helping me?

142 replies

Allofaflutter · 13/12/2023 12:13

I bought a pair of jogging type trousers from a company that promotes itself to larger sizes, and with not much wear they became faulty. I emailed and complained expecting them to help me. The reply I got had me feeling uncomfortable. The person said before they could help me that I would have to measure myself and give them my usual dress size, thigh size, waist, hips, inside leg and said that they had looked at my previous orders and had seen I had bought 3 different sizes over the orders, which I felt was implying I had caused the fault by being too fat. They said I would have to provide all of these before they could help me. I have never had to do this before for a bit of faulty clothing. Am I being an unreasonable to think this isn’t on? Maybe it’s just me being sensitive but is this standard practice? What do people think? If it’s me being sensitive I’ll leave it but my first instinct was to be upset over it.

OP posts:
Newuser75 · 13/12/2023 12:19

That's ridiculous surely? I've never heard of anything like that!

Sproutier · 13/12/2023 12:23

You know it's not. No matter what they obfuscate with, just carry on requesting a repair/replacement/refund as laid out in the Consumer Rights Act 2015. You are asking them to comply with the law, which doesn't reference your thigh measurement.

You may wish to simply confirm that the item fits you well and the fit is not the cause of the fault.

ANightingale · 13/12/2023 12:24

You would have thought a company marketing to larger sizes would be sensitive around measurements.

I suppose what they are getting that is, if the size you ordered was too small, it's likely to wear out more quickly because it will be stretched, therefore it isn't faulty and they are not liable. There is logic to that, but from a customer service perspective, it's shitty (unless the customer has form for doing this with every order).

redalex261 · 13/12/2023 12:33

Seems very odd. How would they even know you had been truthful with measurements! Though I do have friends/relatives who insist on buying what they deem the correct size (can wrestle it on and get it fastened) and then complain when zips burst etc. Maybe this company has an issue with this?

Though it would be would be quite obvious when an item was returned if this was the case. I did work in a shop years ago and we were often presented with returns where the item had failed due to a fit issue. We did generally replace it though.

I would think they would ask you to return it then if they observed signs it had been damaged due to not fitting before asking things like this. I think it is a shaming tactic to avoid a refund. Terrible customer service. What happened to the item?

Poppyseed14 · 13/12/2023 12:54

I'm horrified on your behalf OP. How dare they?! I've never heard anything like it!

Queucumber · 13/12/2023 13:04

That sounds awful. Whoever sent it is absolutely tone deaf. If you’ve bought different sizes from them then you’re a repeat customer. I’m sure you’re never going to buy from them again. If the message they sent you was put on SM they’d be screwed.

Queucumber · 13/12/2023 13:05

It’s not SB is it?

Original poster
Allofaflutter · 13/12/2023 13:19

It’s snag

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:24

This is the email. I had already been denied help twice by other customer service agents.

Is it reasonable for a company to demand my measurements before helping me?
OP posts:
Original poster
Allofaflutter · 13/12/2023 13:26

The joggers got holes in crotch area. I think if you market to bigger sizes and you know bigger sizes have chub rub then make your clothes withstand it.

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:28

I did eventually get a new pair sent out but I felt fat shamed.

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:29

And snag are supposed to be anti fat shaming!

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:30

I replied that I didnt see why they needed by exact measurements and he insisted they had to before they could further help me.

OP posts:
PossumintheHouse · 13/12/2023 13:33

Snag market themselves as being really anti-fat shaming. Time to leave a couple of online reviews methinks. Make sure to include the email exchange.

IkeaMeatballGravy · 13/12/2023 13:36

Snag!? Gosh that's a bit of an own goal. What were they thinking?

GodspeedJune · 13/12/2023 13:37

Wtf. That’s really rude of them. I would have just checked their size guide and sent them whatever was listed for the size you ordered.

MeinKraft · 13/12/2023 13:38

ANightingale · 13/12/2023 12:24

You would have thought a company marketing to larger sizes would be sensitive around measurements.

I suppose what they are getting that is, if the size you ordered was too small, it's likely to wear out more quickly because it will be stretched, therefore it isn't faulty and they are not liable. There is logic to that, but from a customer service perspective, it's shitty (unless the customer has form for doing this with every order).

I think it's something like this. Maybe they are going to issue a replacement but want to make sure it's the right size so the same thing doesn't happen again?

OnlyCorrect · 13/12/2023 13:38

A huge part of their marketing is coopting body positivity, so it's totally fair to put them on blast across social media. I'm angry on your behalf OP!

Original poster
Allofaflutter · 13/12/2023 13:39

If they wanted to check I had ordered the right size then surely just asking if my measurements were in between the appropriate size guides would be sufficient but no he wanted the exact measurements as I checked.

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:40

At that point they had denied me a new pair anyway twice.

OP posts:
OhpoorMe · 13/12/2023 13:41

I don't think this is unreasonable. They're wondering if there was a fault or you misordered size and therefore were putting strain on the material. In which case why would they replace them?

Original poster
Allofaflutter · 13/12/2023 13:41

Only offered 10% off next order. As if there was going to be a next order!

OP posts:
Original poster
Allofaflutter · 13/12/2023 13:47

I put it on their fb but they somehow managed to put my comments so nobody can see them.

OP posts:
CharlotteBog · 13/12/2023 13:55

What if they had asked the exact same questions to someone who had bought a size 8 and then returned it as faulty.
At what point does confirming whether a consumer has bought the right size by asking them for more precise measurements turn into fat-shaming?

Personally I don't think they should need to ask anything beyond "did the item fit as expected when you first wore it, and have you washed it following the instructions?"- the other questions are not relevant.

As for the chub rub, I dunno - are clothes designed with that in mind?

BarberellaWife · 13/12/2023 14:00

How odd... I ordered from Snag before using their side guide and the tights that arrived were a bit tight. I sent them a message on Facebook explaining and confirming my clothes size and height and they sent me the next size up free of charge - it was really good service.
Maybe send them a message on Facebook messenger instead?