A WOMAN has been left fuming after getting her ASOS account banned despite spending over £10,000 on the site.
Tskenya-Sarah Frazer, 31, has been a regular ASOS shopper since she was a teenager because of its range of plus-sized and tall offerings.
The plus-sized tall woman had her ASOS account banned due to their new returns policy that has sparked outrage.
Tskenya-Sarah checked her email on June 19 she checked her emails to find her account with the online retailer had been blocked for life – due to breaching their “Fair Use Policy” because of the returns she has made.
ASOS cracked down last year on shoppers over-returning by charging £3.95 for returns if shoppers keep less than £40 of the order.
The decision was met with criticism from shoppers who argued that as there aren’t in-person shops to try on items, greater returns should be expected.
And in ASOS’s latest act it appears shoppers’ return habits are again coming under fire.
Tskenya, who is a broadcaster and inclusion consultant, said her first thought was, ‘where am I going to shop now?’.
Due to her size 18 and 5ft 9in frame, she said she had only made returns when she had bought multiple sizes due to being unsure which would fit.
This is something she says she always needs to do, because she falls outside the ‘standard’ sizing range and the tall and plus sections can be even more varied than the regular ranges.
She previously considered herself a “loyal customer” – even defending ASOS if people told her they didn’t like it – and reckons she has spent over £10k on the site over the past decade.
But Tskenya now feels the brand is “punching down” on certain groups – such as people who don’t fit regular sizing, as well as people who aren’t able to visit in-person shops due to disabilities or location.
Tskenya, from Hackney, East London, said: “I’ve always been tall and plus-sized – I also have a larger foot size.
“It’s always been hard to find clothes that fit me – and when I discovered ASOS as a teen it became my safe haven and my go-to because they had such a range of sizes.
“So when I woke up and got this cold email that my account had been permanently blocked, I couldn’t believe it.
“I had such loyalty to ASOS – I never shopped anywhere else – and now I’m banned for life, it’s egregious.
Three things that might lead to your ASOS account being banned include:
- Return fraud (returning items that mismatch with original condition – e.g. should be unused with tags and in original packaging)
- High return frequency
- Suspicious return patterns
“This is more than clothes. This is an impact on people, and punching down on people of different heights, weights, abilities and classes.
“I feel so disillusioned – I don’t know if I could shop with them again, even if they gave me my account back.”
Tskenya is one of many young women who noticed their ASOS accounts were randomly closed last month – with many of them sharing their disbelief online.
Tskenya’s email, received on June 19, read: “After reviewing your recent returns again, you remain part of a small group of customers whose shopping behaviour consistently breaches our Fair Use Policy.
“As a result, we’ve decided to close your account with immediate effect.
“For your information, this decision also applies to any other accounts you currently have or may attempt to open in the future.”
The Fair Use Policy on ASOS’s website states: “If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend and/or close your account and any associated accounts.”
They list examples such as complaints relating to unreceived orders, missing items, ordering and returning large quantities, and unusual patterns of returns activity.
The retailers need to take some responsibility – if clothing sizes were standardised, we wouldn’t need to order two sizes or lengths.
Tskenya-Sarah Frazer
Tskenya recalled being shocked – as she said she hadn’t considered her orders or returns to be out of the ordinary.
She said she does a big shop of around £2,000 four times a year for each season and returns around 50% of the order each time.
She would often order two or three sizes of a garment to ensure she got a size that fitted – and paid a yearly fee for ASOS Premier for unlimited free next-day delivery.
She said: “The retailers need to take some responsibility – if clothing sizes were standardised, we wouldn’t need to order two sizes or lengths.
“I spoke to other people – some said they were disabled or chronically ill and couldn’t return in person, or some lived remotely with no high streets.
“I think this is bigger than ASOS – it’s an endemic issue with online retailers – punching down on people.”
Tskenya feels let down by the brand – which she had been loyal to as she felt she shared their values.
She said: “They were a brand that spoke on diversity, and had these great campaigns and activations for LGBT+ folk and black history month.
“If I ever heard someone complain about ASOS, like their delivery or something, I would defend them, saying they’re trying their best.
“I always said ASOS was a company I’d love to collab with – I’d heard they treat their employees well.
“And they’re trying to be good with diversity and sustainability.
“I thought we shared the same values – but clearly we don’t.”
Tskenya said she has attempted to speak to ASOS on chat and by calling head office but has had no success.
Now she isn’t confident she’d shop with them again even if her account was restored – but said the problem doesn’t stop there.
She said: “It’s easy for people to brush off ‘oh here we go, Diversity Equality and Inclusion again’, but it’s bigger even than that.
“This will affect all retailers if they aren’t held to account and aren’t transparent about things.”
ASOS has been contacted for comment.
Other ways to save money at ASOS
HERE are some of the best ways you can save and get the best prices at ASOS and other outlet stores.
Save money with ASOS Flash Sales and promo codes
Flash Sales are mini-sales that last anywhere between a couple of hours to a few days – such as the ‘Sample Sale’.
When one occurs, an ASOS promo code will often be advertised that can be used on a particular product or range.
Flash Sales also happen around bank holidays and other ‘special’ days like Valentine’s Day, Halloween and April Fools’ Day.
Get an ASOS birthday discount code
When signing up to ASOS, or any retailer for that matter, make sure to put in all your personal details, including your birthday, for special rewards.
If a retailer knows your birthday, they’ll send you a code two weeks before for you to use on full-price items.
Sign up to the ASOS newsletter
Again, this doesn’t just apply for ASOS, but signing up to newsletters keeps you in the loop with all the latest deals and discounts as soon as they’re announced.
By signing up, you’re usually rewarded with a new customer promo code for money off your first purchase.
Buy from the multipack section
Multipack sections often go unnoticed but they’re a lifesaver for saving money on wardrobe essentials.
For example, a plain white ASOS DESIGN women’s t-shirt costs £8* when bought by itself, but a pack of two t-shirts comes in at £15* and a pack of three comes in at £22*.
Get cheaper delivery
While it’s understandable you wan’t your new product as soon as possible, try and pay for the least expensive delivery option – even if it means waiting an extra day or two for it to arrive.
ASOS offers free Standard Delivery (usually £4.50) on all purchases over £40, too.
Find deals in the sales
If you’re looking for ASOS discounts, make sure you check the outlet.
The ASOS Outlet is great for finding cheap out-of-season stock, just as you’d expect at a regular outlet shop. You can find items with huge discounts of up to 70%.
