ASOS refusing unworn return, no reason given

jazzchilli

So, yesterday I received a msg from ASOS saying that my return had been received. I order two pairs of joggers, amongst other items, and returned them as they were both too big. I reordered in a smaller size.

One of the pairs has been rejected for a return with no reason given. I'm confident that there was no damage caused to them my end as I could see they were too big, so didn't even try them on, and immediately repackaged them and sent back the same day. I can't be sure they didn't arrive damaged as I didn't inspect them thoroughly.

Has anyone else had this problem? I saw something recently about ASOS starting to reject returns without reason. I order fairly regularly, and yes I do return some things, usually because some of their Tall range tops are usually far too short. They're an online only retailer, surely they have to expect this?

I'm now thinking how can I possibly order from them again? Are we now supposed to film ourselves opening and resealing packages to prove we didn't damage items? Not that I believe that there is any actual damage in this case.

Also, the message they sent me to inform that they had received my return had an emoji with a tongue sticking out...can't decide if this is inappropriate or bang on, given that they're trying to defraud me.

DayDreamerandGeneralWaster

Have you returned too many items. They have a policy on this due to instagrammers taking photos in clothes and sending them back.

George_Michael

DayDreamerandGeneralWaster said:

Have you returned too many items. They have a policy on this due to instagrammers taking photos in clothes and sending them back.

If consumers are returning goods using their statutory right under the Consumer contracts regulations and are complying with the laid down conditions, no policy of the retailer concerned can remove this right.

jazzchilli

Oh I’m not an instagrammer or anything like that. I order maybe 2-3 times a month and keep more than I send back. 

In this case I ordered 2 sizes but both were wrong and I ordered a third, which I kept. 

But it’s a good point anyway, they can invent policy but they can’t reinvent the law. They haven’t responded to me.

jon81uk

Are they sending you the item back instead?

Housewife2020

jazzchilli said:

Oh I’m not an instagrammer or anything like that. I order maybe 2-3 times a month and keep more than I send back. 

In this case I ordered 2 sizes but both were wrong and I ordered a third, which I kept. 

But it’s a good point anyway, they can invent policy but they can’t reinvent the law. They haven’t responded to me.

Maybe stop wearing the clothes and returning them

[Deleted User]

George_Michael said:

DayDreamerandGeneralWaster said:

Have you returned too many items. They have a policy on this due to instagrammers taking photos in clothes and sending them back.

If consumers are returning goods using their statutory right under the Consumer contracts regulations and are complying with the laid down conditions, no policy of the retailer concerned can remove this right.

You'll just get banned from their site, which is a good thing for people who abuse returns processes.

tempus_fugit

camelot1971 said:

George_Michael said:

DayDreamerandGeneralWaster said:

Have you returned too many items. They have a policy on this due to instagrammers taking photos in clothes and sending them back.

If consumers are returning goods using their statutory right under the Consumer contracts regulations and are complying with the laid down conditions, no policy of the retailer concerned can remove this right.

You'll just get banned from their site, which is a good thing for people who abuse returns processes.

What counts as abuse though? Surely people should be able to try the clothes on and if they don’t fit to return them? 
I am no Luddite but back in the “old days”, we used to buy our clothes in shops and they had fitting rooms where we could try things on until we found something the right size. It was a great idea and worked well. Now if we buy online and we get the item and it doesn’t fit for some reason (sizes differ between manufacturers and items so are not always a foolproof guide) we just have to lump it? Maybe if they only offered exchange rather than a refund that might be a better idea, but at present buying clothing online can be fraught with problems.

Spank

If your returning so much that a company stops making money they will choose not to do business with you.

robatwork

1) Letter Before Action
2) Action
3) Don't ever use them again