Asos returns have just become the center of a controversy between the company and its customers.
Thanks to a change in policy, the company landed itself in hot water…
And they have no plans of turning back.
Drama Following Asos Returns
Earlier this month, Asos updated its return policy and included one new rule that frustrated many of its customers…
The new rule in Asos returns essentially stated that for customers with a “frequently high return rate…”
THE COMPANY WILL CHARGE THEM $4.99 IF THEY DON’T KEEP $50 OR MORE FROM THEIR ORDER.
The news was announced earlier this month and customers with a high return rate were sent emails notifying them of the change.
The company has not specified what they defined as a high return rate in its return policy.
Regardless, shoppers were not happy with the new changes in Asos returns.
Many of them called it a waste of money and said that it defeated the purpose of online shopping in the first place. A customer from London said the following about the policy…
“THE POINT OF ONLINE SHOPPING IS THAT IT IS A RISK BUT YOU CAN CLAIM ALL YOUR MONEY BACK IF YOU’RE NOT SATISFIED.”
Kayley Cornelius, a media analyst, said that the decision was made mostly because of influencers filming giant hauls of Asos products…
And then deciding on camera what to keep and what to return…
Potentially influencing others to do the same.
As for the company, Asos says that the new policy on returns is to keep returns fair for everyone…
“We’re making this change so that we can continue offering free returns to all our customers,”
The War On Wardrobing
It’s not surprising that Asos would make this change to their returns…
Especially as wardrobing gets more and more popular among people online.
Wardrobing is the practice of buying an item online…
Wearing it out once or twice…
And promptly returning it.
And while many companies have been struggling with this growing issue…
Asos is one of the few to tackle it head-on.
While customers might not be in love with the new return policy…
Companies have to be willing to fight back on costly issues.
Be Great,
GCTV Staff
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