Thousands of ASOS customers have been informed that their accounts will be banned due to the retailer cracking down on a policy that has been branded “a joke”. ASOS has been emailing its customers to notify them that their accounts will be closed with “immediate effect”.
Customers have been accused of breaching the retailer’s Fair Use Policy. This policy includes a fee being put in place when a customer is returning excessive amounts of goods. The brand came under fire for this late last year.
However, now shoppers are complaining that their accounts are being closed despite not having shopped or returned products recently, BirminghamLive reports.
One shopper wrote on social media site X: “Account closed for consistent breaches of their [ASOS] Fair Use policy when I haven’t returned anything since October.”
“I haven’t shopped with ASOS in over a year and I still get an email telling me my account is being closed,” another shopper explained.
With another stating: “ASOS have really hurt me today closing my account what did I do?”
One customer wrote their frustrations, stating: “I’ve made three orders in the last six months and from those orders sent back only one pair of jeans.
“This is a joke, I’ve been a loyal customer for years and now you close my account.”
An ASOS spokesperson said: “We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our Fair Use policy.
“This helps us maintain our commitment to offering free returns to all customers across all core markets.”
It comes just days after the brand launched its new summer campaign.
Livvy Thompson, Head of Marketing at ASOS, said: “Summer, styled by ASOS is a bold celebration of summer style. We’re bringing fashion, beauty, and culture together in a fresh and immersive way — a true reflection of what our customers love about this season.”