Dozens of PrettyLittleThing customers have been left outraged after the company axed their accounts for ‘unusual high returns activity’.
It comes just days after the firm banned free online returns for shoppers and began charging a fee of £1.99 per item being sent back.
Social media users posted screenshots of the email from PrettyLittleThing that said: ‘In accordance with our terms and conditions, following a review of your account activity and unusual high returns activity, we have reached a decision to deactivate your account.
‘This will mean you cannot place any further orders. We’re sorry if this causes you any inconvenience.
‘If you still need to make a valid return, please do so through our returns portal.’
Customers received this email yesterday informing them that their accounts had been deactivated due to ‘unusual high returns activity’
Shoppers argued that the fast fashion brand wouldn’t receive so many returns if their clothes had better sizing and quality
Customers fumed on X over the email, complaining that the fast fashion brand should improve the quality and sizing of their garments if they do not want people to return them.
In one of the posts, an angry shopper wrote: ‘Surely not? I’m sorry @OfficialPLT I can’t help your clothes sizes are a joke and awful quality! Can I have my £9.99 next day delivery fee back then please?’
Some pointed out that they have been paying for a ‘Royal Delivery’ subscription service from the brand which grants unlimited standard and next day delivery in the UK for £12.99 a year and ‘free returns’.
They demanded a refund for their subscription as their account has been deactivated so they can no longer reap the benefits of the service.
Others were shocked to receive the email notifying them of their account deactivation, claiming they have only made one return or none at all.
In a post on X, formerly Twitter, a social media user wrote: ‘When you spend money on royalty @OfficialPLT membership, which advertises free returns, but PLT deletes your account for returning too many items. Maybe if you clothes weren’t so s**t people wouldn’t have to send them back. I’ve returned one order in the whole of 2024. Joke.’
Another wrote: ‘Glad I’m not the only one getting this email. @OfficialPLT I haven’t returned anything this year and in my recollection have only returned one thing in my time shipping with you guys? Thanks for showing your true colours though.’
Shoppers criticised the company for their ‘shocking’ and ‘terrible’ customer service over the incident.
Under a lighthearted post of some baby cows from the company’s official X account this morning, one wrote: ‘@OfficialPLT any reason why my account has been cancelled? And I’m having no luck at all with the shocking customer service.’
Another said: ‘PLT have deactivated everyone’s accounts at once because of “unusual high returns activity”
‘They’re gonna lose all their customers, I don’t know what they’re thinking. This is TERRIBLE customer service.’
Last week, customers fumed over the retailer banning free online returns and called the move ‘the snakiest thing’ they have seen all year and now some are calling for shoppers to boycott the company over their recent decisions on returns.
MailOnline has approached PrettyLittleThing for comment.