ASOS can bugger off

[CormorantStrikesBack]

They’ve sent me an email saying I’m part of a small number of customers who frequently return things and from now on can only get free returns if I keep £15 worth of stuff.

ive gone through my past orders and since 2021 I have returned 4 items, 2 pairs of shoes neither of which fit as their own brand shoes seem to be too narrow for me and I’ve now given up on them, one very ill fitting, thin material jumpsuit and a shirt which literally came down to my knees and was so crumpled i actually tried ironing it before sending it back and couldn’t iron the creases out.

ive kept loads more than I’ve sent back inc expensive trainers and £100 handbags.

if their policy is no free returns then that’s fine but I’m annoyed at being singled out like this when I don’t think it’s warranted. I assume lots of other people are getting similar emails? I feel I’m being gaslit by ASOS! 😁. Especially when their shit quality stuff is often the reason for a return! Could understand it if I was doing mass hauls and sending most of it back.

That's rubbish!

I haven't had an email yet and I have to admit I've returned a lot more than I've kept as the fit of things in their own brands are just atrocious.

DD has just has similar but has to keep £40 of her order. She’s not happy but tbs she does order and return a lot of stuff!

With my last order (which I kept) I paid extra, maybe £10 for a year’s worth of free delivery. I wonder if they’re picking on people with this annual delivery pass as they’re now not making money on postage to us? 🤷‍♀️

Think yourself lucky, I've been told £40 🤣 I had ASOS premium, but haven't actually ordered anything from ASOS in nearly 2 years, so this message prompted me to delete my account.
I did return probably more than half of what I ordered, I own that. It's hard to know whether things will fit or look as their image when it's all online only and a million brands. And I didn't wish to keep things for the sake of it. 🤷🏻‍♀️

100% agree!! Or the quality is terrible but until you've ordered from that brand how are we to know? I think it's a pitfall of having so many brands on one site.

I don't think there's anything wrong with them putting a limit on people who are clearly sending back way too much, but your situation sounds completely wrong!

There's a recent thread where they sent out a mass email saying 'we're introducing a returns policy, but you're not affected'. I assume you didn't get that one as you were on the naughty list?

I'd definitely set out what you've written here; they're bound to have made mistakes.

the majority of my orders don’t reach £40 which I guess is why they haven’t set me a £40 target. I’m going to contact customer service and ask for a refund on my asos premium (which the email said I can have, pro rata) . I’ll probably only be entitled to £3 back but it’s the principle and i certainly won’t be ordering from them again,

If they're going by 'frequency' of returns rather than proportion, then perhaps you returned those items within a short space of time and triggered it?

No, didn’t get that email.

I returned something in March 24, Oct 23, June 23, and May 22.

inbetween all of those I’ve had orders I kept.

I wonder if it’s ratio as I only have 15 orders total so I guess I’m getting on for returning a third of orders?

Ooh will wait and see if I get one too! I don't order loads, but probably send back one in three orders

Yeah it will be some sort of algorithm.

I got the same email - 2 dresses I returned because they sent the wrong bloody size, some stuff was just horrible on - on the other hand I’ve recently kept items worth £200. They can fuck off.

I've had the email too. I order a bit.. return a bit and keep a bit. Like previous posters have said .. you can't tell the fit. I've also had a wedding recently so ordered a load of dresses (just had a baby to so a bit bleh) anyways I'm a 14/16 ... ASOS dress fit in a size 8 😂 ridiculous!!
I do keep a fair bit value wise though. In fact in the past month (among other things) I've ordered and kept three pairs of trainers.
Next went the same, charging £2.50 for returns. I just take them back to the shop. I honestly think it's to deter you from ordering but very bloody annoying.. what's the delivery pass for if they're starting to restrict its use. I'd have been less pissed off if they just added a tenner to it.
The absolute worst returns policy is ax Paris. The quality is shit! And they charge £6.95 for a return 😂. They offer incentives to keep the said shit too. I paid for my own postage (£3 evri) and they charged me a £2.50 processing fee!!!

Deter you from returning sorry

I’ve had the dreaded email as well !! But as long as I keep £15 worth all is ok !!!
I must admit i do order loads return loads and keep bloody loads 😂
Im finding lots of shops now deducting money!!
it’s so annoying tbh I’d prefer to actually try things on in a shop but a lot of shops don’t have all the stock it’s mainly online !
But we are being penalised and tbh ASOS stuff some of the clothes ares shocking bad quality ! I’m more reluctant now to order because the returns seem to be ages as well for money to refund back to bank account

Distance selling means you have the right to return, since you cannot accurately assess quality/fit online. Since they are an online platform only, surely they are shooting themselves in the foot, if they have policies which deter shoppers. Surely they want customers who usually order a lot to continue taking a chance on an item knowing they can send it back for free, because many customers taking a chance will keep more than they return.
This I'll just piss customers off and ultimately they'll shop in the place which does offer free returns.

I haven't had the email but would be absolutely fuming too!

I'd say they are making a mistake.

dh and I have had the same email but ours says £40 must be kept. It’s completely put us off ordering with them again as there’s now no incentive to order from them as opposed to the many other online retailers who don’t charge for returns.

I had this:

‘In the next couple of weeks, we'll be making some updates to our Fair Use Policy in relation to Returns – but these changes only apply to a small group of customers and don't affect you.’

But I think they’re unreasonable to send the email that they did to you as you haven’t exactly returned much and they’re an online only retailer so people can’t try things on instore!

I agree. If lots of companies start doing this perhaps we'll see a resurgence in high street shopping.

I had this email too and felt quietly smug at not being on the naughty list 😜

The OP on that thread got that email, and also the email that the OP on this thread got too. So even though they said not affected, people were affected. It’s this one www.mumsnet.com/talk/am_i_being_unreasonable/5150254-asos-fair-use-returns-policy?page=6&reply=138098382

It's all very odd. I've had an email from ASOS too, telling me that they're changing their returns policy, but it doesn't impact me. Which is probably just as well as I've never ordered anything for them. Ever! So where have they got my details from?