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.

Totally agree. I rarely return anything to M&S for example as their reviews will warn me of I need to size up or down. The jumpsuit I sent back was actual open backed but the photos didn’t show this, I’m in my 40s, i don’t want to flash my back rolls to everyone! Better photos or reviews would have saved us all the hassle.

Mine is £40. Won't be using them again!

No waay this is mad!! I order frequently and return probs 85% so no doubt I’ll be getting an email soon.

The thing is I live in the highlands now and we don’t have very many good shops up here so online shopping is kind of necessary..

ASOS are absolutely terrible. They've changed their returns policy multiple times over the years, without communicating. For a long time, if you returned between 30-60 days you received credit on account. This was back in the days of paper returns.

Last summer, seen as paper returns had been deprecated, I raised a return online within 30 days and received an email to take to the post office with a barcode.

When I got round to going to the post office, the barcode had disappeared and wouldn't reload. ASOS told me the barcode expired after 30 days and that was that. No ifs, no buts - left me with the same dress which didn't suit me in two sizes, 2 pairs of trousers which came up humiliatingly small.

I had been a loyal ASOS customer for 15 years and spent more money than I could ever add up. Did many returns too but it was my go-to. I vowed to never shop there again if they didn't budge and they didn't, I deleted my accounts and never ever looked back.

I’ve been told £40 so I can’t really be arsed with them. I’ll just buy from other sites, admittedly I do send stuff back but nothing ever bloody fits right or looks like shite on. Not going to keep stuff for the sake of it. I’ve only ordered about 4 times in 2 years so it’s not like I’m a serial returner as I barely order

Yes, and this. I’ve had it expire early on me. If you take a screenshot of the code, you can still use it after it “expires”.

I think we should all push the point on this. They’ve unilaterally changed the terms of the contract so advertising a refund was the right thing to do. However in practice they’re being extremely difficult about offering the refund they’ve publicly stated. Eg they said I’ve placed X orders so shouldn’t be allowed a refund, even though they didn’t stipulate that in their email advertising the refund.

I got the email but my limit is £15. The last two orders I had, I had to return everything as the sizing was so bad nothing fit properly. However if I'm ordering now, I might buy a beauty product I know I'll keep that's over £15 and then I'll definitely be keeping more than £15! There are ways around it although I think the policy is shocking.

I wouldn’t say that’s a way around it, because you’re spending more money than you otherwise would have. They just want more profit from you and you’re giving them that. Plus, the £15 limit is for those with the premier subscription so you’d also have to keep renewing that - otherwise your limit will become £40.

theres loads of TikTok videos on this which I’m now seeing. People are furious. Though one person says she returns £250 worth of stuff a month and has been told she isn’t affected! No idea how much she’s keeping!

Oh and some people on tiktok are saying they’re premium customers but have been told it’s £40 worth of stuff. And some are non premium and have been told £15 so no idea how they differentiate.

They've done the same to me but £40. I actually wanted to stop shopping there so they've done me a favour. The way they've singled out people is a shocking way to treat customers especially when they're an online only store so not like you can try stuff on before you order.

Ohh okay, maybe there’s levels to it internally then. But they have been advertising the limits on their website based on subscription, so that’s confusing. Here’s the link: https://www.asos.com/customer-care/returns-refunds/what-is-your-fair-use-policy/

• You keep £40 or more of any order and are a non-Premier customer; or
• You keep £15 or more of any order and are a Premier customer.

I’ve had the email, like others, saying I need to keep £40 worth of stuff. I don’t order that often but have returned most of my recent orders due to sizing issues and also details like jeans being more cropped than indicated on the model. Their descriptions and photographs of items are rubbish so often things turn up and look nothing like they did on the model. it’s worse than Zara who are known for their crazy model poses, but least there’s some flat lays of the garment and they have the symbols which say if the item is oversized or runs small,

I also agree with the lack of reviews is a big problem as these can help guide you whether to size up or down, or whether the colour is slightly different. it’s quite annoying as there’s certain influencers doing massive asos hauls who openly admit they send all the stuff back. Bet they won’t be getting charged as no doubt asos are happy for the advertising 🙄 yet normal customers will be penalised.

@onfiree , maybe some people have forgotten if they’re a premier customer or not. I could see it’s possible to sign up accidentally. 🤷‍♀️

How odd you’ve had that email when I have in the past ordered and returned a LOT of stuff and I had the email to say it doesn’t affect me.

I wonder what their criteria is! I’m getting too old for what they sell so don’t order much anymore mostly shoes but find their sizing odd and have had to return things for being poor quality/see through. I don’t think they should be telling people they have to keep x amount of any oddly sized/poor quality items!

Thanks for the heads up. I don't often buy from ASOS, but I can't be doing with all this, so I'll give them a miss from now on.

Currently in a very slow online chat trying to cancel. Apparently their team are very busy. I bet they are!

Ok so the pro rata refund is not in relation to how many months you had left of the year subscription. It will depend on how many times you’ve used it. Which i think is wrong! Because there’s no limit on using it when you sign up.

I took it out 4 months ago, so in my mind I should have a two thirds refund. But they are saying I’ve used it 3x so entitled to less……so they’re basically going to subtract the normal postage amount x3.

Have they changed their postage as well because I’m just looking now and it says it’s free if you spend over £15. I’m sure it used to be about £4. Why would I have taken out premium for free delivery if i already had it?

Well I’m getting £5.81 back. Very precise. I’ve told the poor chat person I will never use asos again.

(I might do but will just set up a new account with a new email) 😁

That's over half of the cost of Premier, so that's good isn't it?

I don't know why people are up in arms. The waste and cost of people returning so much stuff is so high. It needs to calm down a bit.

I’ve got a £15 threshold for free returns email too! To be fair I did order a lot of options for Christmas parties last year! Panic buying and then did a lot of returns in Spring / Summer because the sizing of so many of their clothes and brands is so variable!

I will be a bit cleverer about how I order and make sure I have some very likely to keep items and place larger orders.

If it was £40 I wouldn’t bother anymore !

I thought I should have had about £1 more but I’ll let them off 😁

I have been looking at their current postage and returns charges in case I do set up a new account. Free postage and free returns 🤷‍♀️😁. Seems very sensible to get my refund and set up a new account. Win, win.