ASOS shoppers 'very disappointed' and 'will never use site again'

ASOS shoppers say they will boycott the online retailer over a "ridiculous" new fee. ASOS, which is a huge online retailer popular with British shoppers, will now start charging for returning items unless customers spend a certain amount.

Taking to Twitter/X, a shopper said: "The problem for large returns is the fact half of your stock is ill-fitting and poor quality. You’re another brand now alienating your loyal customers." A second said: "Well ASOS if you actually made clothes that fit so I wouldn’t need to buy multiple sizes we wouldn’t have that problem, consider me no longer a customer."

They added: "Whilst you’re at it, improve your clothing quality before you act all high and mighty." And another said: "Been a customer for years with @asos right back when they were As Seen On Screen. I’ve now been punished for returns and will be charged unless I keep at least £40 worth of my order.

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"I am very disappointed and will no longer be using their site." And another added: "A lot of loyal customers will be shopping elsewhere for the sake of £3.95 per return in the cost of living crisis." A fellow consumer typed: "Imagine a store charging you for trying on clothes."

Surely ASOS shouldn’t be allowed to implement this new returns policy for Premier customers who bought Premier on the basis that returns would be free—like, isn’t this a breach of contract from their end?!" another then asked.

The company has not defined what it deems to be a frequent rate of returns but one industry definition suggests a customer who sends back more than nine in 10 of the items they order over an extended period.

“As part of a small group of customers with a frequently high returns rate, you’ll now only get free returns when you keep £15 or more from your order. If you keep less than £15 from your order, we’ll deduct £3.95 from your refund,” a message sent to shoppers signed up to Asos’s subscription service reads.