Angry at ASOS!!!
Subtitle: And It’s Not My Fault!
SO. About a week ago I got a weird email saying my ASOS account had been blocked for too many returns. Obviously spam, right? I deleted it without a thought. A day or so later I tried to sign into my ASOS account to look at some things and guess what? My account was blocked! I fished the deleted email out of the trash folder and read it more carefully.
“Due to an ongoing pattern of returns behaviour that is against our policy, we have permanently deactivated your account.”
An ongoing pattern? I could remember buying (and returning) a tee-shirt in December, and two dresses last summer…but that was it. And I could no longer sign into my account to view all my past orders…so I had to go back through old bank statements for ASOS debits. I went back 18 months, which is far back as my online banking thing goes. There were five purchases…and yes, five returns. Because guess what? They didn’t fit! What was I supposed to do, keep them?? So for FIVE RETURNS….in an 18-month period…my account has been DEACTIVATED? PERMANENTLY??
I tweeted them immediately asking for an explanation. No response. I instant messengered them on Facebook and got sort of a canned reply, “we’ve made the decision to deactivate your account due to your unusual returns activity. We’ve made this decision based on the fact that you’ve made a much higher than average number of returns. This means that you won’t be able to place any further ASOS orders. This is the only information we are able to provide. If you have any further questions for us Bettye , please feel free to get back in touch.” And I did. Get in touch. I explained about the five purchases and returns in a YEARANDAHALF, asked how that was considered “unusually high,” and said that they really should notify people of this policy BEFORE deactivating their accounts, like a “3 strikes you’re out” sort of thing. Their response? The EXACT same wording as the first time. They have no interest in my further questions.
I’m INCENSED. It’s Hard Enough to find plus clothes to fit, without the threat of retailers canceling your account for too many returns. I think long and hard before I hit that “buy” button as I don’t have money to throw around. I buy things I WANT, I buy things I HOPE WILL FIT. I buy things I HOPE I CAN KEEP. I don’t buy a ton of things willy nilly then just return them for the thrill of shopping.
But this returning?? Not. My. Fault. Perfect example: the two dresses I bought last summer, looking for a replacement for my fave Junarose dress that had shrunk slightly. I narrowed down the vast selection to two dresses. Was willing to part with my hard-earned money because I really really really liked these dresses and would have kept both had they fit. Based on the loose-fitting style and the SIZE CHART – which, incidentally, was identical for both dresses – I think I commented on this last year – I was extremely hopeful they would fit. They arrived, I tried them on. One was GINORMOUS. The other was way too small. SAME SIZE MEASUREMENTS POSTED FOR BOTH ITEMS ON THE SITE .
How is anyone supposed to shop online without the safety net of returns, when the sizes given by retailers are inaccurate?? How many brands offer ONE size chart for all their items? We all KNOW there’s NO WAY the trapeze dress has the same measurements as the body con dress or pencil skirt. And yet that’s what they give us. Rarely do individual items have their own size chart. THEN, we’re looking at the items on 5’9″ models who have lovely, smooth, bump-free, proportionate, flat-bellied bodies. I’m supposed to be able to tell if the item that looks perfect on her is going to fit lumpy, big-bellied, disproportionate, short, wide ME??
In my annoyance, I did a little more research that day and discovered in a news article just days earlier that ASOS’ profits have dropped by 87%. Ahh. Now maybe things make sense. Perhaps there’s a bit of a panic and they’re trying to stop losing money. They do have a free shipping and free returns policy, that’s lovely, really, but…maybe it’s a mistake. Listen, I love free stuff as much as the next person, but I don’t object to paying reasonable shipping on an item I have chosen to buy. I do resent paying return shipping when an item doesn’t fit due to inaccurate sizing. That’s not my fault, I should not be penalized.
I did read their entire “new” return policy and it sounds like it’s heavily aimed towards fashion bloggers who buy tons of stuff, photograph it for hauls and Instagram, then return it. And yes, I’m a blogger. And yes, I do sometimes photograph the things I buy as a courtesy to other plus size women so they can see how items look on an actual body, not a professional model. But I do not BUY clothes for that purpose. And really?? Five returns in a YEARANDAHALF??
Ugh.
And why did I choose to share this outfit on today’s blog? Well, the dress is one of my very long-time favorites. From ASOS. I Kept It. Because It Fit.
Deep breaths, Bettye. Deep breaths.
What I’m Wearing:
- Black ASOS sleeveless swing dress, size 22. Old. Comparable here and here.
- Sanctuary Army Green Waterfall Tencel Jacket, size 2x.
- Aldo Cognac Espadrilles, old. Similar here.
- Tortoiseshell sunnies from Target.
This post contains affiliate links, which means that I may receive a small commission if you click on them and/or buy something as a result of clicking that link.
Nancy
It’s good of you to post this because companies shouldn’t be so arrogant! And now relax Bettye! Haha. And you look gorgeous in that dress!
Sarah
Well that’s some massive BS and I’m going to have to boycott!
julia
87% sounds like it’s more than just shipping costs really. I had that happen to one of my readers from Nordstrom Rack and it’s because they don’t carry her size in store so she has to try everything on at home and return it. Also, I noticed retailers are encouraging me to pick it up in store rather than have it shipped to my house, so there is something going on with this business model. These online retailers are putting the brick and mortar store out of business then they’ll be able to charge whatever they want for shipping and returns. Time to start learning to sew!
bettyewp
That’s so funny you should say that about sewing, I’ve been reading all these Instagram posts about sustainability and ethical fashion and blah blah blah and it sounds so good and the clothes are so lovely but they’re so so expensive. And I keep looking at my simple black ASOS swing dress, it’s just like a big triangle with cut outs for arms and head and I keep thinking why can’t I just buy some linen and cut it along with the lines of the black dress and sew seams and make myself a simple dress? That just sounds too simple. But is it really so hard?
bettyewp
Plus, sorry to hear that about your reader. I know stores like Rainbow don’t even have dressing rooms!!! You have to buy and try on at home. It’s just a weird model it’s like they want you to buy it and keep it if it doesn’t fit, which makes no sense.
jodie filogomo
I read about your sewing comment, and I have to admit that learning to sew has been very freeing for me. Not that I make clothes, but even just to alter things so they do fit. Some alterations aren’t too difficult, and with YouTube to teach you so much, it could be a great option??
But obviously there’s been a glitch in their system. Your returns aren’t extensive, but it’s frustrating when you can’t speak to someone about it. I’m assuming they don’t have a customer service number….ugh!!!
I like how you ended it with “breathe”…because that’s exactly what my hubby says to me when I get all upset…
XOOX
Jodie
bettyewp
Apparently this has happened to TONS of people…i was just reading on Twitter…people have bought like two things EVER from ASOS and returned them, and have been deactivated. It’s so crazy.
If my sewing machine didn’t hate me SO SO much, I’d give sewing another try, Jodie. Don’t laugh, I’m serious. I’ve had teachers say it – “that machine hates you.” And it’s not just THIS machine! I bought THIS one to replace the OLD devil machine – it hated me, too. My CAMERA barely tolerates me, and we have a pretty good working relationship.
I wish I could find a sewing MENTOR. I want to be able to say I want to make THIS DRESS. Please help me. All the classes I’ve taken (and there’ve been many), they want you to make what THEY want you to make, and it’s never anything appropriate for me and nice fabric is too expensive to just muck around with.
Or a legit dressmaker. Here, YOU use my black swing dress as a pattern and make it for me in these 6 fabrics. DONE. Ha. Maybe I should look on Nextdoor Neighborhood for that. I’ve found everything else there, recently! It probably wouldn’t be any more expensive than these sustainable, ethical, size-inclusive sites I drool over but where ONE ITEM is more than I spend on an entire season of clothing.
Off to the bakery!
Andrea Kenner
Bettye, have you looked into Sewcialists (https://thesewcialists.com). It’s a great, inclusive group, and I have started getting back into sewing after YEARS of being away from it.
bettyewp
I actually have scrolled around their website but that’s as far as I’ve gotten.
I contacted two ladies on CraigsList – one who is a dressmaker and the other teaches classes. Dressmaker hasn’t responded at all, will try again. Teacher seems eager but not really clear about her pricing. Then I got sucked into FABRIC WEBSITES. And I started thinking about how much FABRIC I will need to make myself a SWING dress. Then I thought I should start with something easy that will never need to leave the house, like a nightgown. Maybe I’ll use my favorite simple swing dress as a pattern for a nightgown. But I think I need like 4 yards of fabric and I need something light easy and breezy for sleeping…that’s gonna be an expensive nightgown! Then I thought maybe a SHEET. Maybe I could buy a used sheet at the thrift store to make a practice nightgown. Then I was like (yes, this is how my mind works) WHERE AM I GOING TO CUT SUCH A LARGE PIECE OF FABRIC??? And then I saw a squirrel and it was all over 🙂
Karen Price
What a great idea to have several custom made dresses made in the same style! If you can’t find anyone on NextDoor Neighborhood, I wonder if you went to a dedicated fabric store and found fabrics you liked, that someone experienced at the fabric store would know of a seamstress/tailor that could help determine best fabrics and amounts and would do that!
bettyewp
Ooh a fabric store, that’s a good idea. I did a little searching online this morning and I know I’ve done the search before and always came up empty for seamstress or dressmaker. I see SHIRTMAKERS, like men’s shirts. Interesting that i hear all the time about men having custom suits or shirts made but never women.
Iris
Oh my goodness – those people obviously do not want business, and it sounds like they’re running it off really well. I’m so sorry you’ve had to deal with this.
But Bettye, you DO NOT want to buy from a company like that. It doesn’t matter what they have!!!!
There was a time when I made all my own clothes – but between getting lazy and the price of fabric going sky high – I don’t do much of it anymore. I hope you can find a seamstress – that sounds like a good resolution to your problem
So, breathe!
Grace & Peace,Iris
http://www.IrisOriginalsRamblings.com
gigi
Wow! I returned 5 or 6 dresses last year to ASOS
when I was shopping for a dress for a wedding. Will probably not pay their annual fee again if returns are not allowed.
Susan
That’s a travesty, Bettye! Makes me proud to say I’ve never purchased anything from ASOS, mainly because of their ambiguous sizing. Their treatment of you ensures that now I never will. Arrogant bastard’s!
IMHO, no retailer wants a return, and are all busy hatching dastardly plots, with their evilly sniveling bespoke suited lawyers to stop us receiving justice for retailers’ constant sizing faux pas. Everyone wants to get rich without giving real value for monies spent.
It’s all a communist plot, I tell you.
I totally agree with Iris, in that, you don’t want to buy from a company like that. Of course, I don’t buy from Amazon either for the same reasons.
Zaffi
If you are a blogger, please share a link. If you are not a blogger, please start!
Blessings
Zaffi
bettyewp
Susan, I think this is directed to you 🙂
Susan
@zaffi
I am not a blogger. Hence, no link.
bettyewp
YEAH!! To most of what you said 🙂
I read somewhere today that if current trends continue, in just a few years, Amazon will be responsible for HALF of all retail commerce (was it in the US? I forget). That’s QUITE a thing.
Samantha Blair
How Frustrating Bettye!
I feel for you.
As you say, we often have to buy a few to find the one and it must be especially hard when you do not have the “average” proportions.
I aslo agree with your point about the plus sized models being perfectly smooth of limb and balanced.
When we’ve seen a few summers nothing is very smooth of limb anymore is it?! :oP
I can see why ASOS are doing it but it seems unfair… especially to people who rely on returns in order to find “the one”.
XXX
Samantha
bettyewp
I’ve calmed down a bit, still don’t have anything nice to say about the situation, so I’ll say nothing more at all.
Well, maybe one more thing 🙂 Plus sizers have very few IRL clothing retail options. We have to MOSTLY shop online. Even brands that promote themselves as plus size inclusive IRL, only carry extended sizes in a select few stores. Lke there’s like 10 Old Navy stores on Long Island. Only ONE carries plus sizes. Same with Loft. H&M has NO plus size in store. Nordstrom Rack has a VERY small plus size section in store. When I think of how many STRAIGHT size stores there are…it boggles the mind.
Okay. Now I’m done. Ha. For now 🙂
Tracey
went to buy something from Asos today…. found out that I’m blocked.
I’ve got no good reason to be blocked, because I’ve never really had a chance to purchase anything from them and therefore have never ever returned anything either.
Quite sad really, I was rather excited to finally purchase something.
bettyewp
Well, that’s disappointing! Have you contacted the company to ask why?
Tracey
Yes, but no reason has been given…
Something or someone by the name of Angelica replied with a message saying I’m going to be sent a message to reinstate my membership within 48 hours… that was 62 hours ago.🤷♀️
bettyewp
That’s more than I ever got. I just got canned responses, I don’t even remember right now exactly they said, but they were useless. Didn’t answer my questions. Really annoying.
Tracey
I messaged this supposed Angelica today explaining that I haven’t received the aforementioned reinstatement email…. not shocked that I haven’t received an explanation.
bettyewp
Did you ever hear anything back from Asos?