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

[Allofaflutter]

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.

Well if people are like OP then they probably won't and that's probably the reason they ask before I realu don't see the big deal OP, just do it if you want sorting out. And if you were too fat then it's good for them to know that so they can stop this from happening again

So they did, or did not, finally replace them?

I would leave reviews on Google, Yelp and anywhere else you can leave them. (I'm on the other side of the pond, so not totally sure what review places you have)

They should have asked if the size you were returning was the correct size for you by asking if you were in line with the chart measurements. I am sure they are a bit confused by all the different sizes you have ordered, and want to be sure you are buying the correct size to fit their size charts.

Eventually they replaced but I had to keep pushing and had to disclose more personal stuff to them.

I did complain about their processes but they weren’t interested at all.

Have you put a review on Trustpilot?

uk.trustpilot.com/review/snagtights.com

If you look at the negative reviews there are lots of similar issues with quality and customer services. But they're swamped by positive reviews, many of which seem fake.

Not yet but I will. Thanks for the link.

This 👆 and you said they asked for your thigh size. The screen shot you showed has them asking for waist, hips and inside leg, no mention of thigh!

I'd post that email and your experience all over social media. They have size guidelines. If you confirm you're OK within those , that should be the end of it

It's verging on bullying

It was on another email they asked about my thighs. There was a few emails back and forth.
I did but they mute comments on their SM so no point and I don’t do SM as a rule. I only have fb.

I don’t know how to do other types of SM. Or if they can mute me on them.

I did feel the tone was bullying and fat shaming. It’s how it made me feel.

They probably wanted your measurements so they could send you the correct size. It’s private between you and them so you should not feel ashamed. Don’t be too hard on yourself.

YABU

The company were trying to ascertain the issue because from their side a customer has:

• bought various sizes from them over the years
• bought a pair of joggers and noticed no clear and obvious issues upon recieving said joggers
• contacted them after "a few months" because the crotch in the joggers had given way
• claimed that they had only worn the item a dozen times over the course of said "few months" and smthey had still developed this fault.

They have only your word for it that the joggers a) were bought in the correct size, b) were only worn sparingly and c) were laundered as per the instructions so of course when you return them claiming them to be faulty then they are going to want some information to ensure that it is definitely an inherent fault of the product and not misuse by the customer.

I worked in retail customer service for years and I had people bringing stuff back that had "been worn once and the seam split" but it was an item we stopped selling 6 months ago and just from a single glance alone you could see that it had definitely been worn/washed more than once ...

Yes there are more sensitive ways of asking for your measurements - but they are not wrong to do so as the onus is on you to show that the "fault" that didn't appear till months down the line from purchase was not caused by you. They are essentially saying "You're claiming that you bought the correct size and it's faulty but the fault does not appear to be due to a manufacturing issue (eg badly stitched). You also bought the item months ago but claim not to have worn them very frequently which is something we can't verify so instead we have to rely on asking questions that have specific answers that we can put to our quality control team so they can see if they can figure out the cause of your specific issue. We also need to ascertain that we are legally liable for a refund/exchange by ensuring you have not just ordered the wrong size or washed them on the wrong temperature which will affect the strength of the material fibres or squeezed yourself into a 20/22 instead of sizing up to a 22/24."

They may also have asked to ensure the replacement they send is the correct size - perhaps your measurements put you within the general F sizing but it is right on the upper boundary so they are considering whether it might be better to just send out the exact same thing or whether to suggest they send you a size G instead to see if that size works better.

I had bariatric surgery last year and have gone from a 28/30 to a 14/16 in 18 months, so I know the faff of having to carefully check against a company's individual size chart to ensure an item is the correct size for me but I also know that badly fitting clothes wear out much quicker than the right size because the material is not sitting correctly on your body - I have clothes in various sizes from 14-22 in my wardrobe and sometimes the smaller clothes might fit in that I can put them on my body and they don't immediately rip at the seams but you can definitely see the strain on the seams after a few wears; equally I've got some old larger items that i am sentimentally attached to so still wear them now and again (mostly round the house) but because they are much too big for me, the material doesn't sit in the right places which means that the fabric tends to rub and fold over itself more and wears out quicker.

I have a massive issue with companies who make you jump through multiple hoops (or try to insist that a fault is not a fault). That email gives me the fucking rage on your behalf. Not just by asking for the measurements, which is massively intrusive (and as you say fat-shaming), but also the multiple unnecessary questions.

I am having an issue with a company at the moment who are insisting that a fault is not a fault because the furniture is "artisanal" (ODFOD) and despite me already sending pics of the fault with my initial email, they want us, right before Christmas, to unpackage the fucking thing again AND then assemble it in full and then take more photos (which won't show anything different). I am fucking fuming. If they don't refund I will name and shame on here and everywhere else I can think of. Fuckers.

@Allofaflutter thank you for this post. I have for a while been tempted to buy from snag, I love their colours but I don't often wear tights. I like footless tights and asda do great body sculpting ones as do Primark which have always been brilliant, much cheaper but not the colour range. I definitely won't bother now as looking at some of these replies they are not worth the extra money.

I love snag tights and always order a variety of sizes as me and my friends order together to get this discount (the more pairs you order the bigger the discount).

You’re a size 8… with a size 10 body…..