Louise, 30, was taken by surprise when an email landed in her inbox from PrettyLittleThing (PLT) last Friday, banning her from using its services. The fast-fashion chain claimed it had found “unusual high returns activity” on her account. “This will mean you cannot place any further orders.
We’re sorry if this causes you any inconvenience,” it said. Louise told i she is a “very regular” PLT customer who buys most of her outfits from the store, and was “upset” when she received the email. She is one of many customers that have complained about the online fashion giant after it deactivated the accounts of shoppers it accused of having an “extremely high returns rate”.
Angry customers left comments on PLT’s social media accounts, calling it a “joke” and arguing that many of their returns were due to incorrect sizing. Some also complained they had already paid a £9.99 fee giving them unlimited next day delivery for a year, something they are now arguing should be refunded.
Louise said she doesn’t make an unusually high amount of returns, but she does have to send items back sometimes because either the material “doesn’t look as advertised” or the sizing is “inconsistent”. For example, she said she could be anything from a size 10 to a size 16 in PrettyLittleThing’s clothing, so would often order in a few sizes to get the right fit. Read Next I've sold some of my daughter's old clothes on Vinted.
Should she get any profits? “I’m no in.