ASOS Customers Outraged by Return Ban: ‘It Feels Like a Slap in the Face’

Asos has recently faced backlash from its customers after closing accounts for frequent returns. Many shoppers received emails informing them that their accounts were banned for supposedly breaching Asos’s fair use policy. This crackdown appears to have intensified since a £3.95 fee for frequent returns was introduced last year if the overall order is under £40.

In a statement, Asos explained that they are trying to keep the return process fair for everyone. “We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our fair use policy,” they mentioned. Their policy aims to address unusual return patterns and worn items.

This isn’t completely new; the company had previously warned customers about potential bans back in 2019. However, recent complaints suggest a more aggressive enforcement of this policy. Customers like Lucy, who has been a loyal shopper for over five years, expressed frustration upon receiving a ban. “I spend around £100 a month and often need to order multiple sizes due to inconsistent sizing,” she noted.

Customer discontent is echoed by others who have tried to appeal their bans, only to be met with dismissive responses. Louise described her experience as “cut off” while seeking a resolution through Asos’s live chat feature.

Experts have weighed in on this situation. Retail analyst John Stevenson commented that while managing returns is essential, closing accounts is a significant step that companies take reluctantly. Medi Parry-Williams, another retail expert, explained that the surge in returns, especially post-Covid, has pressured companies like Asos. “With inflation impacting costs, a £3.95 return fee might not cover the rising expenses of handling returns,” he said.

Notably, since the pandemic, many retailers have adjusted their return policies. Companies like Zara and H&M have introduced similar fees, though most still offer free returns in-store.

On social media, the topic has sparked debates. Tskenya-Sarah Frazer, who describes herself as a plus-size, tall, and neurodivergent shopper, launched a petition against these bans. She argues that for many people, especially those with specific needs, online shopping remains the only viable option.

In conclusion, while companies like Asos work to balance fairness with the financial burden of returns, many loyal customers feel their needs are overlooked. The conversation continues to unfold, with both sides expressing valid concerns about shopping practices and customer rights in the online space.



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