Shoppers say they were blacklisted by ASOS for making too many returns. Some received emails from the UK-based retailer stating their return activity did not align with ASOS's current policy. One customer, Daisy Ferrer, relied on the site's free return option to buy multiple styles and sizes and return what didn’t fit. ASOS, which has no physical stores, didn’t respond to NBC’s request for comment.
Their return policy warns that suspected fraudulent or unusual activity may lead to account closure. Other retailers like Target, Nordstrom, and REI are also tightening return policies. Experts say COVID changed consumer behavior—large online orders with frequent returns became common, but this has become too costly for retailers.
Some shoppers, like Tskenya-Sarah Frazer, argue that for plus-size, tall, or petite people, shopping online is often the only option. After her ASOS account was banned, she started a petition, saying the system feels automated and unfair. She urges companies to consider human oversight and the specific needs of diverse customers.
ASOS says banned users can return final purchases—but must pay shipping. Still, with 76% of shoppers valuing free returns, stricter policies may impact customer loyalty.
Vocabulary:
• retailer (noun): store selling to consumers
• crackdown (noun): strict enforcement of rules
• banned (adjective): officially not allowed
• policy (noun): official set of rules
• purchase (noun): something you bought
• reigning (verb): currently controlling or dominating
• shift (noun): change in direction or trend
• endemic (adjective): regularly found or present
Source: NBC News