A woman has had her ASOS account deleted and has been told she’ll be blocked if she attempts to set up another one, even though she has spent more than £10,000 on the online store. Tskenya-Sarah Frazer, 31, says she has shopped on ASOS since she was a teenager. However, she received an email on June 19 to say that she had been blocked for life from shopping with the online brand because she breached the “Fair Use Policy” with the returns she made.
ASOS began cracking down on shoppers who were over-returning last year by introducing a £3.95 charge for returns if shoppers kept less than £40 of the order. But some shoppers hit back at the policy because the online fashion retailer has no in-person stores where people can try on clothes. Broadcaster and inclusion consultant Tskenya said that she only made returns when she bought multiple sizes, when she was unsure which one would properly fit her. She said that she falls outside the ‘standard’ sizing range, so this is something she needs to do.
She added that the tall and plus sections can be even more varied than the regular ranges, giving her more reason to order multiple sizes.
The Hackney native said that she was a loyal ASOS shopper and defended it to people who didn’t like it, and claims that she has spent over £10,000 over the last decade. Tskenya feels that the retailer is “punching down” on certain groups of people, such as those who don’t fit regular sizing, and people who aren’t able to visit in-person shops due to disabilities or location.
“I’ve always been tall and plus-sized – I also have a larger foot size,” she said. “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.”
She continued: “I feel so disillusioned – I don’t know if I could shop with them again, even if they gave me my account back.”
She is one of many shoppers who have had their accounts shut over the last month. The email she received on June 19 reads: “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 reads: “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.”
Tskenya says that she spends around £2,000 on ASOS four times a year, for each season, and returns around half of what she orders. She explains that she would often order two or three sizes of an item to see which one would fit. She also 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.”
She added: “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.”
The shopper said she has attempted to speak to ASOS on chat and by calling the head office, but hasn’t had any success. She added: “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 everyone’s retailers if they aren’t held to account and aren’t transparent over things.”
The Daily Express has contacted ASOS for comment.