How companies 'manage' the clothes we return

[kmini]

A friend told me last weekend she'd seen a documentary about companies that throw away clothes when you return them because the cost of cleaning and repackaging is greater than the actual garment. It was mind blowing to me!! Does anyone else know about these companies??

Managing reverse logistics is a big issue, particularly now online shopping is so common. Consumers think nothing of buying multiple sizes / over-ordering to get free delivery or discounts. Some returns will go back into stock, others will be sold on to third party sellers, some may be donated, others go straight to landfill. The more responsible retailers try to avoid this.

I can definitely remember in the past receiving something that was obviously a return- perfectly resellable - but that hasn’t happened for a long time I now notice.

I foolishly ordered something that popped up instagram (I haven’t fallen for that kind of obvious advertising for years - sly influencer selling may be another story...) before Christmas.

The lovely “cashmere blend” jumper with all the sales info in French turned out to be 100% polyester, and sized for a child...

Return instructions were in German, which I don’t speak, so I emailed the one address I found, and they basically said it was such a faff to return they’d offer me 10% of the cost.

So foolishly, I now realise, that although the total cost was about £30, I thought I was being a responsible person by saying no, and insisting on returning it, so it could be resold/refunded. They upped the offer to 25%, I held out for a returns label. They emailed it to me - no European return, but return to China, of course. Signed for.

I probably spent about 50% of the original price returning the bloody thing, only for it, as of today, to remain “pending” in China somewhere, you know, with a workforce in the stranglehold of Coronavirus.

All this just to send something straight to landfill. I feel awful about the whole thing.

I received a cardigan from Zara during the week that smells strongly of someone else’s perfume. I felt strangely reassured that they’re not binning returns.

I never knew this! What about clothes in shops that have been tried on?!

@TheHumansAreDefinitelyDead they go back on the rail

I recently ordered a couple of things from John Lewis, which arrived smelling of different perfumes, so clearly they had been tried on by other people! I don’t expect companies to clean items in between different people trying them on after ordering them online; shops don’t clean clothes that people try on before putting them back on the rails.

cross-post!

I've wondered this too - I'm asos addict and I certainly haven't had many items that seem to be repackaged. I feel guilty now!

I have received clothing from George, New Look and Amazon which has obviously been returned. Untouched items tend to come wrapped in plastic, stuff that's been returned tends to just come on a hanger or loose in the outer bag.

Sainsbury’s definitely don’t bin returns, I returned a top before Christmas and about half an later I saw it out for sale. I was a bit annoyed as I’d ordered online and was returning due to a noticeable flaw in the material which I’d stated on the returns form, so they’d obviously not bothered to read that or check the garment in any way before sticking it back out for sale at full price.

M&S definitely don’t bin judging by the utter state of a white shirt I had delivered last week. Covered in three separate types of make up and smelling like a tramp.

I complained about a top of ordered once as when I opened it it smelled so strongly of smoke it was awful!

They said it might've been the packaging as no one in the warehouses smoke as they have a non smoking policy. Maybe it was a return?

They gave me a huge discount.

It’s a tricky issue. The main risk is people who actually wear the item before returning it. Some companies are now using special tags which mean you can’t really wear the item out (without looking stupid).

Because the high street doesn't cater for me (tall, v long arms & legs and long bodied, size 8/9 feet) I have to buy online, and because I can't try on in store I *have% to order multiple sizes and return what doesn't fit. I'd be devastated if by doing this, they threw away perfectly good clothes!

Pinkrocker me too.

I have received bras that reek of perfume. I won't be buying the matching knickers.

I ordered a dress from JL. The armpits stinked of BO

I always shower before trying on straight afterwards then hold off with deodorant or perfume in case I mark them

I moaned to Zara about getting a return rather than a new dress - it was split up the back and had a tube ticket in the pocket.

Zara customer care flatly denied it could have happened. Refused a refund.

I took a skirt back to Next last week, I hadn't worn it but had tried it on at home and it wasn't very flattering 😂, the cashier just stuck a new label and security tag on and put it back now the rack.

I wasn't aware of this! If throwing returns away becomes the norm, I'd rather keep things that don't work for me and re-sell them on eBay. Only things that dont cost a lot, at least.

I’ve never received anything that looks like a return. However, I do over order and return to get free delivery. I really resent paying for it. It would be interesting to see if companies offering free delivery get fewer returns. I bet they do.

I live very near trago mills who very often have last season clothes from M&S etc.

asos definitely repackaged, I got shoes with someone else's insole still inside 🤢

I’ve received a Boden jumper that smelt of perfume.

I always presume large online retailers have pressing/repackaging areas for non faulty returns. Does anyone know?