ASOS has announced a major change that could impact thousands of regular customers, leaving many fuming over potential increased costs. The online retailer’s ASOS Premier service, which offers perks like free next day delivery and returns, will now require customers to pay for returns unless they keep goods worth more than £40. In an email to customers, ASOS stated that only a small group with a high returns rate will be affected by this change. Customers expressed disappointment, especially as the inability to try on clothes in-store often leads to multiple size purchases, resulting in more returns.
Some customers had been forewarned of an impending change, but were assured it wouldn’t affect them. However, after receiving the latest email, one shopper expressed their frustration, stating it is unfair considering their loyalty and previous spending with the company. This marks the second change ASOS has made, following the alteration to free next day delivery conditions.
The affected policy will come into effect from 8th October 2024, and customers will be reminded on-site. Many expressed concerns about the impact on their shopping habits and are reconsidering their future purchases with ASOS. The dissatisfaction with the new policy has led to some customers cancelling their memberships and rethinking their shopping choices.
ASOS has aimed to reassure the majority of customers that free returns will still be available on all orders. The company emphasised the need for these policy adjustments but failed to quell the disappointment expressed by many loyal customers. The online retailer faces a challenge in maintaining customer satisfaction amidst these changes, as shoppers adapt to the new conditions set by ASOS.