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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:
FloweryName · 13/12/2023 17:32

It’s fair enough for them to want to check that their product was used and washed properly before replacing them for you, especially as you’ve had them a few months. They would only have your word for it that they were worn a dozen or so times.

There is nothing fat shaming about checking something fits, so for that I think you are being silly. You might feel ashamed of your weight, it doesn’t mean that anyone asking a reasonable question about your size in relation to something you want a refund on is fat shaming you. It’s pathetic how quick people are to shout ‘fat shaming’ nowadays.

Flatulence · 13/12/2023 17:40

They don't need your exact measurements . All they need to do is check you bought the right size ("can you confirm you've checked all your measurements against the size chart and ordered the size it recommended?"), that you washed/cared for the garment correctly and that it fitted from the off.

Regardless of your size, I've never had a company ask for my exact measurements when I complained to them that an item was faulty.

I'd blast them on trustpilot, twitter, google reviews and other channels. They can't delete/hide those comments. They're a brand that goes out of their way to be seen as size inclusive and against body shaming so it's fair.

LadyLapsang · 13/12/2023 17:41

I don’t think they are the only company that try’s it on about faulty goods. I had a pair of jeans that spontaneously ripped along a fabric fault line and the company tried it on with a 10% refund offer. I insisted on a full refund as entitled to under the law. I was happy to give them the jeans to return to the manufacturer.

Theunamedcat · 13/12/2023 17:41

They worded it badly they should have said this product should fit up to size xyz can you confirm that your within the size guidelines? And you could lie anyway so it's a pointless hill to die on they don't value their customers

cezannesapple · 13/12/2023 17:44

In over 50 years of buying clothes I’ve never had anyone ask me if I bought the right size before refunding me.

Benibidibici · 13/12/2023 17:47

I falsely assumed they were made for fat people with appropriate strengthening in.

Why would it need appropriate strengthening though? There should be additional material based on the size you buy, if the garment fits properly it shouldn't be being stretched or subject to strain on the seams more than a smaller size.

I have a friend who buys a lot of clothes from brands like these. She buys too small, its like she assumes that because they are "for fat people" they are iron clad and will tolerate someone being absolutely poured in. Then she is livid when they wear or rip quickly

CallmeSand · 13/12/2023 17:49

When you say they got holes in what do you mean? Had they worn through or had the seams split or what?

FrancineBox · 13/12/2023 17:49

Snag has the meanist, talk back unprofessional customer service

WestStone · 13/12/2023 17:56

To be honest, I don’t think they’re fat shaming you. It’s a valid question to double check which size would fit you best (though I’d assume it was the size you kept). Shops do the same with a visual check of the customer if you returned an item of clothing that seems damaged vs faulty.

Items that are too big OR too small could be behind perceived “faults”. For example shoes that are too small can cut my feet, shoes that are too big can give me blisters. However that’s not considered a fault of the shoes, just that the shoes are ill fitting and not suitable for the shape of my body. I wouldn’t expect a refund or a replacement if I kept a pair of shoes that didn’t fit from the start.

It’s the exact same with an item of clothing. If something is too tight and the material starts to pill and rip from friction, it’s not necessarily the clothing being faulty. Cheap material composition perhaps, but that’s not a fault. Therefore the return might fall into “damaged” instead of “faulty”

also it’s normal to ask if you have washed or dried the items as lots of perceived “faults” can be attributed to people not following the instructions on the label.

poppetandmog · 13/12/2023 17:58

As soon as I read the first post, I suspected the company was snag. I had a similar thing happen to me recently with their tights. They ripped after 1 wear (I've been buying their tights for years and never had an issue before but this was a different range.) I messaged them and although they didn't ask specifically for my measurements, they did ask me lots of questions which inferred I had bought the wrong size. They did eventually send me out another pair but I felt like I really had to fight for them! I think their quality has just gone downhill.

BungleandGeorge · 13/12/2023 17:59

You expected your item replaced after a few months? 20
odd quid for a pair of jogging bottoms is fairly cheap, what was actually wrong with them? I think most places would have told you to jog on! Personally I don’t think asking for measurements is fat shaming, it’s not a comment on what your size is. It would be just as valid for someone who’s a size 6 measurements if they’d purchased a size 2

FrancineBox · 13/12/2023 18:06

the worst part is that your info is fuelling their research, info s=is money you would be giving them a free review
I am not a fan of snag

FrancineBox · 13/12/2023 18:07

they aren't brilliant they just make big tight... in awful shades and styles

CallmeSand · 13/12/2023 18:08

Ignore this I can't read! 🙄

WestStone · 13/12/2023 18:09

I think some posters are skipping a step here, it doesn’t matter what the law states about faulty items at this stage because the retailer is assessing whether the item is faulty or not. The retailer might dispute that the item is faulty, they therefore won’t automatically offer a refund or replacement. This email reads to me that the company is unsure whether the item is faulty and are asking questions to check. Just because you present an item you think is faulty to a retailer, it doesn’t mean it is faulty. It could be user error.

FrancineBox · 13/12/2023 18:09

why do snag tights keep coming up it's unnatural amount of traffic, this lousy, woman hating brand should pay for a promotional ad on MN but instead they are soooo unhinged!

Pussygaloregalapagos · 13/12/2023 18:16

I get it but I don’t think they are fat shaming you. If you feel ashamed that is a you thing. They are trying to work out why their joggers have failed so swiftly by getting lots of info from you. They are clothes that you wear so the size of you and the clothes is important:

BlazingJune · 13/12/2023 18:26

I don't see how this is any different to companies who sell online asking buyers to work out their size using the online 'tool'.

Ok, it's anon BUT it still asks the same questions -
sex
age (because women over 50 sometimes have thicker waists and tummies)
bust
waist hips
weight

They are only trying to help you find the right size.

BooBooBaloo · 13/12/2023 18:28

I knew it would be snag! I bought a pair of joggers that were a couple of sizes too big (as I was having abdominal surgery and needed something that wouldn't be tight if I got swollen)

They are absolutely massive, don't stretch when I sit down and still the seam in the bum came undone during first wearing

Honestly the quality of their clothes is shockingly shit (still love their tights though!)

BlazingJune · 13/12/2023 18:29

They were hardly 'demanding' your measurements.
They asked for them in the hope it would help you choose the right size.
You were at liberty to say no, you weren't sharing your measurements.

I think the problem is in your head.

whynotwhatknot · 13/12/2023 18:35

they done sam to me-well not a fault but asked my measurements when i said their shorts were a bit tight i bought in accordance to their guide

i just said no i wont be sending anything and left it but wont buy from them again

Debbie1984 · 13/12/2023 18:36

I once tried to return to snag and had a similar problem. I’d bought the same thing in a different length but the fit was very different and when I emailed and asked to return/ exchange they asked me if I was sure that I hadn’t got the wrong size and also asked me to send them my measurements. I thought it was very odd because of how they market themselves!

Original poster
Allofaflutter · 13/12/2023 18:41

I said that I wasn’t comfortable with sending my measurements and they were very insistent and did exactly demand I answer their questions before they would discuss it further. So yes they did demand.

OP posts:
Original poster
Allofaflutter · 13/12/2023 18:42

I said no and they said they wouldn’t help otherwise.

OP posts:
Diggerdriverless · 13/12/2023 18:43

I know the email you received seemed to be asking for unnecessary detailed measurements but having bought Snag tights in the past I am aware their sizing is much more precise. That's why they fit when most brands don't if you're not a typical height and shape. But if you have purchased and worn their products before you will be aware of this. I'm glad they accepted eventually that the joggers were faulty and replaced them.