PrettyLittleThing deactivates customer accounts over high returns

PrettyLittleThing is facing criticism from customers who have had their accounts deactivated due to "unusual high returns activity".

Shoppers were alerted via email that their accounts had been reviewed and shut down, meaning they would not be able to place any further orders.

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

Some of those affected have criticised the new policy on social media, with many claiming they would return fewer items if the firm was more consistent in the sizing and quality of clothing.

One PLT customer wrote on X: "Are PLT kidding ??? You can’t deactivate an account because I return items that DO NOT FIT !!!"

Meanwhile, another said: "PrettyLittleThing deactivating customers accounts for high returns is absolutely disgusting.

"If you’re going to operate out of a warehouse instead of shops where you cannot try the clothes on before you buy and have crazy sizing then you literally need to expect high returns."

Videos have also emerged on TikTok of shoppers questioning why their accounts have been suspended, with one user claiming they have only ordered three times since January and had not placed an order since March, despite getting their account deactivated.

A number of those affected who paid £9.99 to access PLT's "Royalty" scheme for unlimited deliveries in the UK for a year are now requesting a refund or partial refund for their deactivated accounts.

The news comes after PLT recently scrapped its free returns policy, now charging customers £1.99 to send a return in the UK.

Retail payment experts Dojo explained this might've been an attempt by the brand to mitigate the phenomenon of serial refunding and wardrobing. This is where consumers buy ‘hauls’ of clothes to try on, or wear clothes once and return them without removing the tags.

An increasing number of companies are charging for returns due to cost, as the process of returning items contributes to the environmental costs and impacts of delivering items, due to packaging and courier vans. Oh Polly, ZARA and H&M are also among the brands to introduce returns fees.

TheIndustry.fashion has contacted PrettyLittleThing for comment.