One ASOS customer has claimed that she was 'permanently suspended' from the online shopping store after reporting an issue with an order.
In a TikTok video that has been viewed more than 1.2 million times, Alyssa Bock claimed that she'd been 'banned for life' from the fast fashion site.
You can see her video here:
According to Alyssa, she'd been a 'regularish' customer with ASOS for years and had never had a problem ordering from them before.
She said: "I recently placed an order for three sweaters, they arrived yesterday. "The bag that it came in was visibly damaged during transit and taped back together. No big deal.
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"Open the bag, there is one of the three sweaters that were shipped. I'm missing two sweaters."
Alyssa then got in touch with customer service, who she said were 'super nice', and said she was told that she’d be refunded for the two missing sweaters.
Perfect, right?
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But Alyssa claims that just thirty minutes later, she received an email saying that after reviewing her request, ASOS would be permanently banning her as a customer and she would not be getting a refund.
Alyssa continued to say: "I thought it was a scam at first. I was so shook.
"I reached out to customer service again and asked them 'what is going on?' and they basically told me that I'm SOL (s*** out of luck) and they wouldn't be helping me.
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"They essentially told me I can no longer shop at ASOS. If I create another account ever again, I will be banned again.
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"I didn't do anything wrong."
A spokesperson for ASOS has since told Tyla's sister site UNILAD that Alyssa's account had been banned in error.
They added that it has been reinstated and she has been issued a refund but have declined to comment any further.
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But it appears that Alyssa isn't the only customer to have had a similar issue with the site as some also took to her video's comment section to share their own experiences.
One person commented: "Just happened to me. Bc they sent me the wrong item."
Another said: "Returned items over a month ago reached out to customer service for a refund and they banned me."
In 2019, ASOs said that it would be shutting down accounts that had an 'unusual pattern' in regards to buying and returning items.
According to affected customers, they'd receive a message saying: "Due to an ongoing pattern of returns behaviour that is against our policy, we have permanently deactivated your account."
Bec Oakes