PrettyLittleThing has deactivated some customer accounts due to “unusual high returns activity” with those impacted turning to social media to blast the fashion retailer.
The BBC reported that shoppers had been sent emails over the past few days to inform them their accounts had been reviewed and shut down so they would be unable to place any further orders.
Some customers impacted criticised the retailer on social media, blaming inconsistent sizes and quality for their decision to return items. One wrote: “I can’t help your clothes sizes are a joke and are awful quality”.
Surely not???? I’m sorry @OfficialPLT I can’t help your clothes sizes are a joke and are awful quality!! Can I have my £9.99 next day delivery fee back then please? #plt #prettylittlething pic.twitter.com/bnbJAuWUW7
— EJT (@Elana9211) June 21, 2024
So my account is being deactivated because your clothes are poor quality, sizing is never right & you send the wrong orders out
WTF !!! Refund my royalty payment @OfficialPLT #prettylittlething #plt pic.twitter.com/Nn9maBOCYF
— . (@keishaxmaurice) June 21, 2024
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The move follows PrettyLittleThing’s introduction of a returns fee, which Retail Gazette revealed earlier this month. The fashion brand brought in a £1.99 fee on 3 June for users to send back their unwanted clothing, which will be deducted from their refund.
The charge also applies to its PLT Royalty members, who pay £9.99 for access to unlimited free delivery for a year. It follows on from PrettyLittleThing’s parent company Boohoo’s move to introduce a returns fee in 2022.
Fashion retailers across the spectrum have been stepping up efforts to reduce returns. Last month, online retailer Oh Polly introduced a new returns policy in a bid to clamp down on “repeat refunders”.
The fashion brand informed customers that the new policy will calculate the cost of returns based on their return rates, with some being charged as much as £8.99 to send back the entire order.
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