Fast-fashion brand PrettyLittleThing (PLT) is facing criticism from customers who have had their accounts with the company deactivated because of the number of times they have returned their purchases.
In an email seen by the BBC, shoppers were told on Friday that their accounts had been reviewed and shut down so they would not be able to place any further orders.
Some of those affected have used social media to criticise the new policy, claiming they had only made one return so far this year, or suggesting they would return fewer items if the firm was more consistent in its sizing of clothing items.
PLT did not immediately respond to the BBC's request for comment. The online retailer, which is part of the Boohoo Group, had come under fire earlier this month after scrapping its free returns policy.
One PLT customer branded the latest move a "joke" and said returns would not be necessary if the sizing and the quality of the clothing was not "awful".
Posting on X, they said: "You don't have a physical store, [of course] people will return things." Another wrote that they had received the email telling them their account was being deactivated despite the fact their last return to the company was three months ago.
On TikTok, videos of shoppers questioning why their accounts have been suspended have also received hundreds of likes.
It was not immediately clear what criteria the company used for its decisions. Becca Unsworth, a 24-year-old pensions administrator from Preston, told the BBC that she was "appalled" after her account was suspended.
Initially, she was not sure whether the email had been sent to her in error.
However, on Saturday morning she says she was informed by a PLT customer service adviser that it was genuine.
She describes herself as a loyal customer for the last seven years: "I go to PLT for everything really - something for work, a new top for a night out, hair stuff, beauty products.
I spent so much money there. "I do return but it’s due to the fact something may arrive faulty or I need to order an item in three different sizes to make sure it fits at all," she said, describing the brand's sizing as "terrible". Becca had also paid the £9.99 fee to access PLT's "Royalty" scheme for unlimited deliveries in the UK for a year. But she has been told with her account being deactivated, the company will not provide her with a refund or partial refund. She adds that the experience has "put [her] off shopping there ever again" and now she will opt for the likes of Asos or Shein.
( Source : BBC )
