ASOS Faces Backlash for Closing Accounts of Customers Making High Returns
ASOS, a popular online fashion retailer, has been facing criticism for closing the accounts of customers who make high returns. The company introduced a "fair use policy" last year to reduce the number of items being returned, but some customers feel that this policy is unfair and penalizes them for having a changing body shape.
Inconsistent Sizes and Faulty Products
One customer, Frankie, a 33-year-old mother from London, has been affected by this policy. She has been an ASOS customer for over 20 years and has had to order multiple sizes to find the right fit, especially after having a child. She has kept around £700 worth of products this year, but has had to return items that don’t fit or are faulty. Frankie feels that she is being penalized for having a changing body shape and that ASOS needs to have better quality controls.
Impact on Postpartum Mothers
Frankie’s story is not unique. Many postpartum mothers have taken to social media to express their frustration with ASOS’s return policy. One mother wrote, "God forbid a gal doesn’t know her size/style postpartum." These mothers feel that ASOS’s policy is unfair and does not take into account the changes that their bodies undergo after having a child.
Account Closures and Lack of Explanation
Some customers have reported that their accounts have been closed without warning or explanation. Marie Cavanagh, a 31-year-old energy consultant from London, received an email stating that her account was being closed due to high returns. She was shocked and felt that the decision was unfair, especially since she had been a loyal customer for many years.
ASOS’s Response
ASOS has stated that it has closed the accounts of a "small group" of customers who have consistently fallen outside of its fair use policy. The company claims that this policy is necessary to maintain its commitment to offering free returns to all customers. However, many customers feel that this policy is unfair and that ASOS should be more understanding of the challenges that postpartum mothers face.
Conclusion
The controversy surrounding ASOS’s return policy highlights the need for companies to be more understanding and flexible when it comes to customer returns. While ASOS may have introduced this policy to reduce costs, it is clear that it has had a negative impact on some customers, particularly postpartum mothers. ASOS should reconsider its policy and find a more balanced approach that takes into account the needs of all its customers. By doing so, the company can maintain its commitment to customer satisfaction and build trust with its customers.
