Tskenya-Sarah Frazer has been a regular ASOS shopper since she was a teenager because of its range of plus-sized and tall offerings.
Last month, the 31-year-old checked her emails to find her account with the online retailer had been blocked for life – due to breaching the company’s “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 as there are not in-person shops to try on, greater returns should be expected.
Tskenya, 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.
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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 did not like it – and reckons she has spent more than £10k on the site over the past decade.
But Tskenya now feels the brand is “punching down” on certain groups – such as people who do not fit regular sizing, as well as people who are not able to visit in-person shops due to disabilities or location.
She 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.
“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’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.
Tskenya said she was shocked – as she had not 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 half of the order each time.
She often orders 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.”
ASOS has been contacted for comment.
Reporting by SWNS.
