Yours Clothing

I had a right hassle placing an order this morning; I put my payment info in but it flashed up fraud and then it all disappeared. After 5 attempts i spoke to my card company who confirmed there was no issue with my card and the problem was with the Yours website. I tried a few more times and got nowhere. I used the live chat and got nowhere. They have to raise it as an issue and I should hear back in 4 hours. I paid for my order using PayPal in the end.

An hour later I then get the email, copied and pasted below and am in total disbelief.

I've never had this before with ANY online retailer. When shopping online I usually order 2 sizes of each item, to decide the best fit, so the order is usually double what I intend keeping. Things are tried on and either kept or put back in the bag and returned. This is never a problem with any other retailer.

If there was a shop nearby i would go to store and go to the changing rooms with lots of items.

Would I get charged for each item I took to the changing room? Assuming a member of staff does the same checks and spends time putting it back? Also whilst i have it in the changing room I'm stopping other customers from buying it, which is EXACTLY the same thing you are saying here?

If your staff are too slow in the online returns dept, why is that taken out on me, a paying customer?

My order was £278 for 14 items. I don't see this as exceptionally large compared to orders with other companies.

Absolutely disgusted.

Email below from Yours:-

"Thank you for placing your order with us.

Order reference: ###

Our warehouse team have currently placed your order on hold due to it flagging up on our system as a high return, On this occasion we have released your order but would like to advise that if more than 80% of this order is returned we may take an admin fee of £1.00 per item and deduct this from your refund amount.

This admin fee is applied to the item/s having to be checked over by our quality control team, steamed to ensure no contamination and repackaged (if the item/s are in a resalable condition), The items will then be placed back into stock.

As I'm sure you can appreciate that this is very time consuming and means that other customers may miss out on purchasing these item/s due to the length of time it takes for the unwanted item to be returned and processed via our warehouse.

As a valued retailer we want to ensure we continue to provide the best service and products to our customers, we understand that from time-to-time item/s may not be suitable or not to their liking, for our customers and for this reason they return the item/s back to us.

However, when a customer is flagged as a high returner this does cause significant disruption in our day-to-day operation service in our warehouse.

If there is a certain reason for your previous returns, Please do let us know so we can review the £1.00 admin fee and also provide the feedback to our Product and Quality control team.

If you have any further queries please do not hesitate to contact us, we are here from 9am to 10pm Monday to Friday.

We would like to thank all our customers for their continued loyalty and support, especially in these difficult times and urge customers of the importance of staying safe and looking after each other.

Kindest Regards,"