Categories
Business Deliveries Latest News Online shopping and deliveries

‘Serial returners’ hit by new ASOS policy

Online retailer tackles perceived abuse by online customers

ASOS changes in terms and conditions

ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. It hits out at serial returners and customers who wear something once and then return it

ASOS emailed all its customers regarding the new terms and conditions.

“If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order – then we might have to deactivate the account and any associated accounts.”

In addition to cracking down on serial returners, Asos’ new returns policy will allow shoppers to return unwanted purchases up to 45 days from point of purchase rather than 28.

The first paragraph is the softener, extending the returns time. There isn’t a need to do this. Under the under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013  you have a 14 day cooling-off period during which you can change your mind. You have up to 14 days to inform the retailer and 14 days from then to send back the item.  There are some exceptions to this, such as bespoke items. And in any case, if people are going to return an item what difference does an extra couple of weeks make to nearly a month/

However, the second part is contentious. ASOS says that if it suspects a customer of wearing an item once and then returning it, it may ban the customer from ordering from its site. Or if a customer orders a high number of clothes and returns them too frequently they may also get banned.

From the shopper’s point of view

People buy from the Internet for a number of reasons including, for example

  • Inability to get to shops due to disability, lack of transport, lack of suitable local shops, etc.
  • Convenience
  • Choice
  • Price

There are no changing rooms on the Internet, so it isn’t surprising that people buy more items to see what fits. A couple of years ago, when wanting to find a dress for a special event, I ordered about 50 dresses! I rarely wear dresses, am all out of proportion and the thought of traipsing round shops and trying stuff on filled me with dread. So I took to the Internet and then tried on one dress after another. All but one went back.

Years and years ago we had catalogues, remember? Littlewoods, Freemans etc. We ordered from them and either paid it all off in one go or paid monthly. But all the items cost more than they did in the shops, even if you paid it all off in one go. The cost of people returning items for free was clearly factored into the cost. Big firms like ASOS should be able to cope with this, surely?

As Keshia East, beauty blogger says (see video below) “With social media, young people are buying things wearing them and returning them because they want fast fashion. It’s the culture now and firms like ASOS  feed into that”.

Your rights

Your rights when shopping online

Will this new measure work?

It’s interesting because I think it is just scaremongering. Social media was rife with suggestions that ASOS would look at social media and people’s accounts and look for pictures where people have taken photos of themselves, tagged ASOS and then returned the items. Ridiculous. If ASOS had the resources to look at that they would be far more than the loss they may be currently making from people returning items.

I doubt it will make any difference at all. Why should it? How will ASOS prove anything and would it risk the possible backfire if it got a customer’s details wrong?!

Other retailers may watch with interest, but the more innovative companies may look at comparing costs of returns against any backlash from getting things wrong and looking at ways to stop people being able to wear something once and returning it.

 

What will ASOS change in returns policy mean for consumers?

Help and advice on effective complaining

Why you should write not ‘phone to complain effectively the importance of writing not phoning when complaining

For more help on complaining effectively see Top 20 Tips How to Complain!

 

Cover of How to Complain updated 2019 large cow logoFor masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

Categories
Deliveries Food from shops, hotels, restaurants & deliveries

Template for fast food delivery refunds

How to complain about fast food deliveries – with this template

Fast food deliveries and your consumer rights

Like your deliveries? But like them hot and on time?! Well, you are legally entitled! Consumer Rights Act 2015 says services must be carried out with reasonable skill and care.

picture of Chinese takeaway food laid out on plates on table

Tasty solutions for food delivery troubles gives you more information about your rights and what to do when you have a problem with your delivery.

Template letter of complaint about fast food

The below is a template you can use when complaining about the delivery which should get you results! How to write an email/letter of complaint to ensure a refund right here!

 

Pizza Your 'fast' food was cold or late to your plate? Well here's our hot refund template...i

Dear xxx

On the (insert date) at (insert time) I ordered (insert details). I was informed that the delivery would be with me at (insert time). However, the order arrived at (insert time), a delay of (insert length of delay). I paid (insert amount paid).

Firstly, under the Consumer Rights Act 2015, services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Any service must be carried out within the agreed time. Secondly, The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) prohibit trading practices that are unfair to consumers. There are bans on specific practices including Misleading Practices. I expected the delivery to take (insert length of time) and the delay was significant. Therefore I am legally entitled to redress for this delay.

Should I not receive a satisfactory response I will not hesitate in taking the matter further. This will include, but not be limited to, informing Trading Standards and writing about my experience on relevant review websites.

I look forward to receiving a response within 7 days.

Yours sincerely/faithfully (delete as appropriate)

Further help with delivery complaints

For problems with other kinds of deliveries see Your rights, mail order, online and deliveries

See Top 20 Tips How to Complain!

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For more templates, information, advice, tips and consumer rights GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!