ASOS “fair use returns policy”

[creepywoman]

Did anyone else get this email from ASOS? Aibu to wonder whether they sent it to a select group of people?

I have the ASOS next day delivery service which has led to me ordering a lot from them. I’d say recently I’ve placed a few returns including a faulty item, so I wonder if I’ve flagged up.

I’ve never had any issues with returns.

Back in the day shopping in town would mean getting ready and looking good enough to go shopping, then getting the train or bus or driving which was costly in itself. Then there’s the time spent travelling and the two or three hours in the crowded shopping centre going back and forth and having to decide.

It took up your whole weekend whereas now I can order something online from my bed before I start my day WFH and have it by the weekend. It’s great.

I’m in your boat.

I don’t order too much but return quite a bit. I also often order two sizes and end up returning them both as the one that fits looks shit.

I try to counter my returns by ordering skin care and underwear and other casual bits and bobs which I know I won’t or can’t return.

Either the 85% one is good enough OR it's not. If it's not you return it and try the next one. If that's not good enough then it's time to try something else

That's the issue. It's too quick it sounds like people aren't considering their purchases

Anyway I will keep ordering a couple of sizes and won’t change my habits. ASOS and other retailers don’t seem to have an issue with it and probably are happy for my custom. I love shopping irl but they don’t stock my size usually. And it’s much easier to try on clothes at home with the right accessories, not feeling rushed etc.

I use ASOS and return more than I keep (benefit of annual delivery).

I did contact them about a hoddie that had shrunk. They asked for lots of pictures then refunded me the amount and said I could keep it - all done in chat.

Very wasteful but I see how the model encourages this behavior. Personally I think they should take 25% of the price off the return

You seem like a person with a body type easily served by retailers.

For those who are not, it often involves a compromise. Maybe the 85% top is "okay". Comparing it to the next size up makes the difference: maybe the next size up is 95% or maybe it's 60%. The question of whether the 85% top is good enough to tolerate depends on what the alternative is, since the fact that it's in possible consideration at all means that it's not a terrible fit, just not an optimal one. Maybe the 85% top is the best of all possible available options (among even other retailers, considering material, cut, price, colour, neckline, garment length, sleeve length, shoulder width, armhole depth, etc.). But it would be a shame to miss out on the possibly much better fit of the next size up when we note that this one feels a little tight-fitting, just for want of trying it on.

So they have to send two packages and you potentially send one.

Whereas ordering both at the same time means they send one package and you send one.

On the contrary I find it difficult to buy clothes so live in loose styles when I buy online. If I want fitted I try on in the store.

And the item you don't want gets returned and it doesn't get put straight back on the shelf for the next person who wants it...

I don't think this is aimed at normal people who order a few items and return a part order, it's aimed at "influencers" who order huge amounts like 6 styles in 3 size so they can try it on with friends to see who looks best and the return all 18. Or people who order an expensive dress and returns it a week or so later with makeup on the colour or dirt on the hem obviously worn it and no longer needs is.

I 1000% agree about the need for shopping culture to change for the planet's sake, but these are fast fashion brands and it's not their business model.

I used to buy from some of these brands and the sizing was inconsistent and the fit and product quality varies hugely by item. If you can't guarantee a size 10 you order will fit the same as the size 10 you ordered last week, of course people buy the 8/10/12 and return the ones that dont fit. Another common trick is to order extra items to trigger meet the free shipping threshold and then return them free.

They used to have new stock quite often so every time you looked you’d find something new.

But now it seems they’re still trying to flog their stock from two years ago.

The branded things they sell (which is the only thing I buy from them) look terrible too now.

I am wondering why you don't go to another retailer?

Why do you care about this so much?

They have a business model and they factor in the cost of expected returns. If it stops working they’ll change it.

Another common trick is to order extra items to trigger meet the free shipping threshold and then return them free that is revolting behaviour and I think free returns should be banned unless faulty

Because the waste.

I also received it and haven't bought anything for about 3 years?

Instead of aiming your ire at customers and seemingly suggesting that customers should be putting up with subpar products within some range of their size just so that they don't put the company out by returning, why not direct this energy at retailers? Some returns are inevitable, but retailers could cut down on a significant chunk by providing comprehensive and accurate sizing for their products.

Great advertising ploy - send an email which is somewhat “odd” - now we’re all talking about ASOS.

So if you live in loose styles only, maybe your advice, particularly in a relation to a retailer known for its wide range of outfits, including mainly fitted styles, might not apply?

If online only retailers only want people to buy baggy clothing and not return it someone can certainly try that as a business model but I wouldn't bet on the brand's longevity.

I totally understand what people mean - my bust and waist measurements are 3 sizes apart. Depending on the way a top is cut I can either look like I'm busting out of it or not. I can wear anything from a 12 to 16 or even an 18. I have broad shoulders as well for extra fun and games but if a top isn't fitted on the waist then I look 3 sizes bigger than I am.

I mainly buy in person or from about 3 brands that semi reliably fit me. But places like ASOS are online only so if they want customers to purchase from them then they have to come up with a way of supplying clothes that fit or enabling the return of clothes that don't. Preferably both!

I got this email and I can't remember the last time I ordered from ASOS. I do return most things when I do order, but I do it so rarely I doubt I've been flagged as a problem customer.

I think most people do this nowadays. Rather than go into town and try things on – and it’d be unusual to go home with every single thing you took into the changing room.

People probably try more items (and ultimately keep more) because they know they can return them without penalty.

It’s part of their business model. They expect returns.

That is a fair point. They aren't geared up for online selling if they sell tight fitting garments