If you took a random survey of the public, the majority of them would be found guilty of returning clothes they’ve worn at least once or twice in life. But like all things, some people take it to the extreme. Yep, we’re talking about shoppers who regularly buy clothes in bulk, wear them, and then return several if not all of their items. Well, ASOS is having no more of it.
The online retailer is reportedly honing down on what it calls ‘serial returners’, threatening to blacklist those specific customers from their business. The decision comes after new research – which was conducted by resource planning platform Brightpearl – found that more than a third of shops have seen an increase in serial returns over the last year.
The results have meant that 45 per cent of retailers, including ASOS and Harrods, have had to take bigger security measures to prevent dishonest customers. ASOS has allegedly even gone as far as checking people’s social media accounts in a bid to catch out the consumers who wear clothes before sending them back, as well as those who falsely claim they have not received items bought online.
Similarly, The Telegraph reported that Harrods salesmen had refused to give shop loyalty card holders refunds after they accessed their purchase history and found suspiciously large numbers of returns made over a short time frame. The same article also suggested that like ASOS, Harrods were checking people’s social media to see if customers have worn the items they return.
‘Harrods is a customer-service centred business and has a 14 days returns policy for in-store sales,’ a spokesperson for the retailer told the newspaper. ‘However there are a number of exempted product categories stated on the returns policy, and we reserve the right to designate a product as being non-returnable at the point of sale.’
While ASOS has denied checking up on people’s social media accounts, it is still believed that they will be taking action against serial returners should the problem continue to grow.