ASOS Changes Return Policy Causing Upset Among Customers
Thousands of regular customers of the online retailer ASOS have been left unhappy after being informed about a significant change in the company’s rules. Customers who are part of the ASOS Premier service pay a £9.95 fee, which grants them benefits like free next day delivery on certain orders and free returns. However, recent updates indicate that customers will now have to pay for return shipping unless they keep items worth more than £40 from their order.
In an email sent out to affected customers, ASOS stated, “We want to give you a heads-up about some updates we’re making to our Fair Use Policy that will affect your future orders with ASOS. As part of a small group of customers with a frequently high returns rate, you’ll now only get Free Returns when you keep £40 or more from your order. If you keep less than £40 from your order, we’ll deduct £3.95 from your refund.”
The email assured customers that the majority would still receive free returns on all orders, emphasizing that the change would only apply to orders placed after 8 October 2024. Despite some customers being forewarned about the change, many found the new policy disappointing and unfair. One shopper expressed their disappointment, stating, “It is totally out of order. Many of my returns are when I have bought multiple sizes – you have to do this as it is different brands so they are not consistent.”
Customers are contemplating their future use of the service, citing previous changes such as the adjustment to free next day delivery eligibility. Some have already canceled memberships and are reconsidering future purchases from the online retailer. ASOS, in response to the backlash, assured customers that Free Returns would remain available, albeit with the new conditions in place.
Key points:
– ASOS updates its Fair Use Policy affecting return shipments for some customers.
– Customers will only receive free returns if they keep items worth £40 or more from their order.
– The change applies to orders placed after 8 October 2024.
– Some customers express disappointment and reconsider future purchases with ASOS.