Online fashion giant ASOS has infuriated shoppers with a change to its delivery rules. ASOS sent an email to its ‘fave’ customers, in which it explained the changes.
From May 31, customers who paid £9.95 for unlimited yearly next day delivery will have to spend a minimum of £10 to take advantage of it – despite having paid for the service on the grounds they wouldn’t need to spend a specific amount to get it. Anything under £10 will be sent to Premier customers via standard delivery – which can take up to 7 days.
The email reads: “WE’RE MAKING SOME CHANGES. We just want to say thanks for being a Premier customer. As one of our faves, we want to give you a heads up about an upcoming change to your membership.
“Starting on 31 May 2022, Premier Delivery will be changing a bit. From then on, you’ll need to spend a minimum of £10 to get free Next-Day Delivery. But don’t worry, if you spend below £10 , you’ll still get our free Standard Delivery.We’ve got more Premier membership benefits coming, too – like Premier Parties where you get EXCLUSIVE discounts, much like the two we’ve already thrown in the last six months.
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“Some perks start right now, too – like 20% off almost everything just for you! Pretty good, right? So thanks again for being part of our Premier family (we meant what we said about you being a fave!).”
The description of the premier delivery on the ASOS website reads: “Sign up to Premier Delivery for free and unlimited Next-Day Delivery, Precise Delivery or Standard Delivery for a whole year. Speedy, hassle-free shopping just got even better. Only £ 9.95 a year.”
Shoppers are understandably furious about the whole thing, having paid £9.95 in good faith for unlimited next day delivery for a year. It’s safe to say people aren’t feeling like ASOS’ ‘faves’ right now.
On Twitter, @miasophiee slammed: “ASOS sending a discount code for the fact they’ve changed the premier delivery then the code doesn’t work and they say tough.” @dhamikwajee ASOS premier delivery is a joke now.”
@bbeecarr tweeted: “Changes to the premier delivery on asos are a joke. Why am I having to pay more on top every order for a service I’ve already purchased?”
@ShadeofScarlett said: “Asos premier delivery are having a laugh.” @msrochelle_x fumed: “So now you gotta spend £10 minimum to get ASOS Premier Delivery?! Cmonnnnn.”
The complaints didn’t stop there.
@edenifyousayso fumed: “Asos changing premier delivery is the final nail in my coffin.” @gdsmakeup vented: “@ASOS please enlighten me how it’s fair to change the conditions of your premier delivery AFTER people will have purchased it? It would make more sense to keep things the same for people who have already purchased it but change it for any new customers! Not so premier after all.”
@Kasimnova said: “Gutted about this, should be using @amazon to fulfill orders if it’s that tough! What is the whole point in premier delivery if there’s still restrictions? @ASOS #joke.”
@elizabethsadex said: “@ASOS is taking the p*ss. Their next day delivery isn’t even next day and now they are introducing minimum spend. What is the point of paying for Premier Delivery at this point?? It’s all nonsense! Your measly 20% off and premier parties are not gonna make up for rubbish service.” @lotsxxxxxx wrote: “Okay ASOS changing the next day premier delivery to a minimum of £10 spend for next day or if not free standard. Is that not the whole point of the next day delivery which I’m paying for that regardless of how much I spend I get it next day? #asos #asospremierdelivery.”
An ASOS spokesperson told Manchester Evening News: “We want to provide our customers with an outstanding retail experience and know that a key part of this is ensuring we offer them a competitive Premier Delivery service. As part of changes to Premier Delivery, we’re introducing a £10 minimum spend threshold for Next-Day Delivery on our UK Premier Delivery service, which will come into effect from 31 May 2022. This will have a limited impact for a significant majority of Premier customers. All customers will still receive free Standard Delivery, with no minimum spend.”
ASOS says if Premier Delivery customers have any questions on these changes, they can reach out to our Customer Care team here.
George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.