Kit Roberts
A woman has claimed that her account with online fashion retailer ASOS was banned after she raised a complaint about an order.
Alyssa Bock took to TikTok with her story, and said that she was a 'regular-ish' customer at ASOS, and had purchased three sweaters from the popular online retailer.
She went on to explain that the package appeared damaged when it arrived, though this wasn't a big deal.
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But when she opened the package she was disappointed to discover that it contained not the three sweaters she ordered, but just one.
Of course, Alyssa went to raise her concerns with ASOS and messaged the customer service department, saying they were 'super nice'.
Initially, everything seemed to be okay, and they said they would look into the order for her and refund the two missing sweaters.
That's when things took a turn for the worse.
Alyssa recalled: "30 minutes later, I get an email from them saying after reviewing your request we are going to ban you for life as a customer you can no longer shop at ASOS.
"We will not be refunding you for the sweaters. See you later. I thought it was a scam at first I was so shook."
Surprised but not deterred, Alyssa once again reached to the customer service to ask what was going on.
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She said: "They essentially told me I can no longer shop at ASOS. If I create another account ever again, I will be banned again."
The exasperated customer added: "I didn't do anything wrong."
Alyssa went on to point out she has never had any issues in the past, saying: "I've never had this issue before so it's not like this is a second time."
An ASOS spokesperson confirmed to UNILAD that Alyssa was banned in error. They added that she has now been issued with a refund and her account has been reinstated, but declined to comment further.
Looking at the comments, it seems Alyssa may not be the only person to have had this experience.
One person wrote: "The amount of times I’ve seen an 'ASOS banned me' video is my constant confirmation as to why I will NEVER shop there ever!"
Back in 2019, ASOS said it would shut down accounts which had an 'unusual pattern' of buying and returning items - and there was an avalanche of customers who said they'd been banned.
Apparently they'd received the message: "Due to an ongoing pattern of returns behaviour that is against our policy, we have permanently deactivated your account."
A lot of shoppers were left confused about how they'd violated ASOS' policies, with some saying they'd been unable to process outstanding returns as they couldn't access their account.