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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:
Original poster
Allofaflutter · 13/12/2023 18:44

Interesting you also had problems with their joggers too Booboobaloo, It was the crotch area that I had problems with.

OP posts:
Original poster
Allofaflutter · 13/12/2023 18:45

I think sizing for tights needs to be a lot more precise than joggers though.

OP posts:
BitchBrigade · 13/12/2023 18:46

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.

They effectively said "Send us your measurements or you don't get a refund". So yes. They were demanding.

Original poster
Allofaflutter · 13/12/2023 19:09

I felt they were demanding.

OP posts:
grumpycow1 · 13/12/2023 19:11

I thought Snag were an ethical company! That’s awful…

Headshoulderscheeseontoast · 13/12/2023 19:21

That's appalling customer service 😅 I hope this reaches the press. Companies shouldn't be treating customers like this.

Passingthethyme · 13/12/2023 19:22

Sorry haven't RTFT, maybe they want to see if there's a correlate between the customer, size of clothes and damage? I've noticed some of my leggings are getting holes in the inner thigh and wondering if it's because I've picked the wrong size!

Headshoulderscheeseontoast · 13/12/2023 19:23

Onionsmadeofglass · 13/12/2023 15:58

OP, how is snag supposed to update their designs and recommended sizing if no one will give feedback about fit on different body sizes/shapes ? If they’re making a size that’s supposed to fit a 30inch thigh and 50inch waist but they start getting feedback that actually their customers with 50 inch waists generally have 35inch thighs and the tights keep breaking at the stress point where the thighs come together - that’s useful feedback and they might change the proportions of the tights in that size.
Reframing the question, it’s not really about whether you are too fat for the tights. It’s about whether the tights can accommodate the bodies snag says they are supposed to. It’s about making better fitting tights for plus size customers.

That's all good, but replace or refund the customer first, apologise for the poor quality product AND THEN ask for the feedback

Original poster
Allofaflutter · 13/12/2023 19:28

I was quite happy to confirm that it was the right size and that I was within the size boundaries in their size guide but not to give exact measurements.

OP posts:
Chickenkeev · 13/12/2023 19:28

Headshoulderscheeseontoast · 13/12/2023 19:23

That's all good, but replace or refund the customer first, apologise for the poor quality product AND THEN ask for the feedback

Show quote history

This! There's a big difference between feedback and interrogation.

Whatapickle23 · 13/12/2023 19:29

I don't think they've been unreasonable.

They've noticed you've recently bought items from them in different sizes. According to the email you shared and from checking the size guides on their website, you've bought things in size F (UK size 20-22), G (UK size 24-26) and H (UK size 28-30). There's a big difference between a size 20-22 and a size 28-30. If you're a size 28-30 trying to squeeze into size 20-22 joggers, it doesn't take a rocket scientist to figure out why they've ripped and got holes in them.

They probably get loads of people asking for a refund or replacement after they've damaged items from trying to squeeze into smaller sizes. I imagine they've got fed up of it and are coming at it from a helpful angle of trying to advise you of the right size.

Mrsttcno1 · 13/12/2023 19:39

Whatapickle23 · 13/12/2023 19:29

I don't think they've been unreasonable.

They've noticed you've recently bought items from them in different sizes. According to the email you shared and from checking the size guides on their website, you've bought things in size F (UK size 20-22), G (UK size 24-26) and H (UK size 28-30). There's a big difference between a size 20-22 and a size 28-30. If you're a size 28-30 trying to squeeze into size 20-22 joggers, it doesn't take a rocket scientist to figure out why they've ripped and got holes in them.

They probably get loads of people asking for a refund or replacement after they've damaged items from trying to squeeze into smaller sizes. I imagine they've got fed up of it and are coming at it from a helpful angle of trying to advise you of the right size.

10000% this

Original poster
Allofaflutter · 13/12/2023 19:40

The joggers were the h, and the orders had been over a few years going up each time and one pair of tights were a gift as I previously raved about how great they were.

OP posts:
Original poster
Allofaflutter · 13/12/2023 19:41

So 2019 size F, 2021 size g 2023 h

OP posts:
Original poster
Allofaflutter · 13/12/2023 19:43

And I bought tights as gifts for this Xmas. I loved their Xmas tights. Have spent hundreds of pounds with them over the years.

OP posts:
Cerealkiller4U · 13/12/2023 19:44

Mrsttcno1 · 13/12/2023 16:51

Actually under the Consumer Rights Act, once over 30 days (which OP is, they have had them a few months), if you purchase a product which becomes faulty within 6 months the retailer must determine if it was the customer who caused the fault. If not, then yes they would replace/repair. The business is simply trying to figure this out, it’s really no big deal.

Show quote history

Yes. That’s correct. But I thought the OP hadn’t had them that long?

Original poster
Allofaflutter · 13/12/2023 19:46

It had been a few months. Over 30 days. But just ask if I’m within the size boundaries and ask for them to be sent back to inspect. That I was expecting and is reasonable.

OP posts:
WillowCraft · 13/12/2023 19:51

Mrsttcno1 · 13/12/2023 16:06

OP your item from them is broken after 12 wears, they want to work out why that is to see if it is something they can prevent happening in future, if you’ve bought a size too small then that is the reason and they don’t have to worry or make any changes to their products, to know that they need to know your sizes.

I’d argue they actually were trying to help you, because if you have indeed bought the wrong size they will be able to tell you that to save you doing the same thing again.

Er... what? Surely one would know if they were the right size by trying them on? If they are too tight they are not the right size. You don't need to check your measurements to know if a pair of joggers fits.

Mrsttcno1 · 13/12/2023 19:55

Cerealkiller4U · 13/12/2023 19:44

Yes. That’s correct. But I thought the OP hadn’t had them that long?

Show quote history

OP has said they have had them for several months and that they have been worn approximately a dozen times. Meaning the item was not faulty when it arrived. Hence- under the legislation- the business are well within their rights to figure out the cause of the fault. Which is why they are checking sizing, wearing clothes that are too small is going to cause the clothes to fray, rip and break much more quickly.

Mrsttcno1 · 13/12/2023 20:00

WillowCraft · 13/12/2023 19:51

Er... what? Surely one would know if they were the right size by trying them on? If they are too tight they are not the right size. You don't need to check your measurements to know if a pair of joggers fits.

Show quote history

I’m a size 8, I could buy a size 6 joggers and squeeze myself into them, but each wear would stretch the seams more and more and they would rip because I am stretching them each time I put them on. When they break I could complain to the shop, they could send me a replacement pair, but if they send me another size 6 pair then they are going to be ripped again because the exact same issue will occur. My mum always used to say “just because it fastens doesn’t mean it fits”, squeezing into a size too small would make them more likely to break early. The business are checking to see if that is the issue.

Original poster
Allofaflutter · 13/12/2023 20:01

The joggers were the biggest size I had bought from them. My size is actually on just in the size h boundary. So if anything they were baggy.

OP posts:
threelittlescones · 13/12/2023 20:03

Just last week I messaged Snag because I put on a brand new pair of their tights and a hole and ladder appeared. I didn't catch them on anything and tbh I ordered a few other pairs of their tights and every single one of them has snagged quite easily. I ordered them all together a few months ago and had kept this particular pair with a winter pattern until recently as they were seasonal.

They did refund me quite easily but I was asked a few questions about if I felt the fit was good and how I had washed them etc.

I won't be buying again because I don't think the quality meets up to the hype or the prices!

Original poster
Allofaflutter · 13/12/2023 20:04

When I first bought from them years ago, the quality was good. Now I’m not so sure.

OP posts:
whynotwhatknot · 13/12/2023 20:18

when i sent my complaint it was 2 weeks and i didnt order different sizes they still asked for my measurements

Original poster
Allofaflutter · 13/12/2023 20:44

They said it was policy to get measurements when I queried it.

OP posts: