Let’s talk about BBC

[Pross]

Caught a bit of Watchdog last night and it was a bit odd. They've done some good stuff for consumer rights over the years but yesterday's big story was ASOS updating their free returns policy to charge people who make a large percentage of returns (over 70% of purchases). I was really struggling to understand why it is an issue for Watchdog, they send notification to those with high return rates prior to charging (this is apparently unfair and makes them feel like they are doing something wrong said the people who keep ordering loads of stuff then returning most of it) and they still allow free exchanging for different sizes without it counting as a return. It's simply a commercial decision by a company on whether the free returns policy that helped make them so popular is being abused - there's a fair bit of cost in dealing with returns for them - and whether it is worth them risking customers voting with their feet. It must be good news for consumer rights if this was the biggest issue for Watchdog to investigate. Alternatively, someone on the production team has been charged for returns and decided to make a big deal out of it.

 

[Psamathe]

Caught a bit of Watchdog last night and it was a bit odd. They've done some good stuff for consumer rights over the years but yesterday's big story was ASOS updating their free returns policy to charge people who make a large percentage of returns (over 70% of purchases). I was really struggling to understand why it is an issue for Watchdog, they send notification to those with high return rates prior to charging (this is apparently unfair and makes them feel like they are doing something wrong said the people who keep ordering loads of stuff then returning most of it) and they still allow free exchanging for different sizes without it counting as a return. It's simply a commercial decision by a company on whether the free returns policy that helped make them so popular is being abused - there's a fair bit of cost in dealing with returns for them - and whether it is worth them risking customers voting with their feet. It must be good news for consumer rights if this was the biggest issue for Watchdog to investigate. Alternatively, someone on the production team has been charged for returns and decided to make a big deal out of it.

I've no experience but there have been reports of Amazon closing accounts due to excessive refunds. No idea if there is a published threshold level of if it's a bit more discretionary.

 

[icowden]

I've no experience but there have been reports of Amazon closing accounts due to excessive refunds. No idea if there is a published threshold level of if it's a bit more discretionary.

It must presumably also consider different thresholds depending on category of the item. For example, if I'm ordering clothes, I'm likely to order two or three pairs of trousers in different sizes and return the ones that I don't want. Whereas if I'm ordering a washing line, I either want it or I don't.

The weirdest thing I've seen recently was when returning a £33.20 shelving unit to Amazon - I was offered the opportunity to keep the product and have a refund of £3.32. Who is going to do that?

 

[Psamathe]

The weirdest thing I've seen recently was when returning a £33.20 shelving unit to Amazon - I was offered the opportunity to keep the product and have a refund of £3.32. Who is going to do that?

I can't understand that (from Amazon's perspective) but some time ago I ordered some industrial grade 3M face masks (for workshop use with lots of dust). I'd used the 3M ones before (from other sources) but what came from Amazon via Marketplace looked "dodgy" (incorrect outer packaging) so suspected knock-offs and given they were for carpentry (which could include rarely MDF) considered risk too great. Called Amazon with my suspicions re: knock-offs and they immediately issued full refund and didn't want them returned.

That said I avoid Amazon as much as possible ...