ASOS are deactivating customers' accounts and people are livid

15 April 2019, 12:11 | Updated: 15 April 2019, 12:13

ASOS bag.
ASOS has started deactivating customers' accounts. Picture: Instagram:@leighanneashton
Jazmin Duribe

By Jazmin Duribe

People are threatening to boycott ASOS after they begun closing the accounts and some customers are now too afraid to return items that don't fit them.

ASOS have started shutting down accounts and their customers are pissed. Earlier this month, the fashion website explained it would be cracking down on serial returners following a massive shake-up of the ASOS returns policy.

ASOS are pulling 280 brands from their website

ASOS revealed that they would be extending the initial returns period from 28 days to 45 days and, to stop shoppers taking advantage of the new policy, it would be deactivating accounts that had an unusual number of returns.

Last week, ASOS began the purge and now they've been hit with loads of complaints from ex-customers, who claim to have had their accounts closed for no reason. Some have said they haven't even returned an item this year, while others have only made two or three orders with the company.

People are now threatening to boycott ASOS over the deactivation of their accounts.

In a statement to Metro, ASOS explained that they would be implementing an appeals process for people who feel like they had had their account wrongly closed.

"With almost 20 million customers around the world, the business reached a size where we had to make a decision about our free returns offer," the statement read.

"We could either begin to limit the offer in some way, or we could start to investigate the very small number of customers, a fraction of 1% in fact, who seem to be taking extreme advantage of our free returns service.

"We chose to protect this amazing proposition, as well as increase the time to return unwanted items to us to 45 days, but we do understand that for the very, very small number of people impacted, there are some who are going to be upset.

"We apologise for any confusion that our new policy has caused and want to assure the vast majority of our customers that they have nothing to worry about.

"We will also be introducing an appeals process as well as a warning email to make sure that the few people impacted are not caught by surprise or feel they have been unfairly treated."

ASOS' popularity was partly due to their quick, easy and free (for some countries) return service. Customers want to try things on in the comfort of their own homes and with the differences in sizing, they never quite look like they do on the model, so they send them back. Is that wrong?

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