Honest discussion/feedback on Tu Clothing online

I was so excited when Tu Clothing launched recently. I blogged about it here. I've been going on for years that they needed to get with the modern age of online store for clothes etc (I even told them I would help them!!!) so I was really pleased when it went live. BUT ... I read the small print for delivery/returns when a friend asked (you can click and collect for free (orders over £15) but if you don't have a local store then you're going to have rely on their delivery charges. This got me thinking. I posted in the secret group on Avenue 57 this morning about this. Here is my actual post:


"DISCUSSION: Having looked at the Sainsbury's online clothes store last night they charge £3.95 for delivery and will deduct £3.50 off your refund for returning items via post. Is it me or is this just NOT ON? I get why (the likes of myself have to charge postage, although I am looking into free delivery to see if it's viable for me) but for a massive company like Sainsbury's I think it's wrong. Very wrong. What do you think?"

And here are the replies. I think Sainsbury's need to employ me as head of Tu Clothing online - I'd teach them a few things :-)
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Can you return to store? I'm Guessing it's to encourage the use of click and collect. I do agree it's a bit rubbish. I don't mind paying delivery so much, but I really get annoyed about paying for returns.
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Hmm, doesn't sound very appealing to me. We don't have a sainsburys near us for click and collect. Under the distance selling regulations, they have to refund the delivery charge if you return the item within 7 days...I think...I could be wrong about that but it seems to ring a bell somewhere...

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It always annoys me when places charge for returns. It's like the customer is being punished for the items not being quite right. Unfair imho
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I won't order from somewhere I have to pay for delivery and returns, I think in this day and age it's awful that big companies do this! Gives me no incentive to online order there
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There is no click and collect nearby, so for me the whole ordering process (if I returned) would cost £7.45! They need to rethink this, it would definitely put me off ordering.
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So £7.45 before you even add in what you had to pay to post it back?! Crazy!
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Crazy! Delivery is perhaps one thing, but paying to return drives me mad! That said I have so many extras in my wardrobe that have been bought to bring me over free delivery threshold where it's available, as I'd much rather have something to show for my money - there's nearly always something to be found, even if it ends up being a gift for someone else. Never, ever begrudge smaller retailers such as yourself Fiona Blake the cost, but somewhere like sainsburys is a different kettle of fish altogether!
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It puts me off buying if they charge £3.95. Makes me consider what I'm ordering and if I think it's worth the price including £3.95. Eg the item is £16 so £20 with delivery, do I think it's worth £20. 
And charging for returns means I won't order. I have a few sainsburys near me so buy because I'm browsing when doing. A food shop or buying lunch in my break at work as sainsburys is nearest shop to work.
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Because I'm like a dog with a bone once I get started on something (and because I'm sitting idly waiting for my daughter's swimming lesson to end) I've just been perusing the Sainsburys refund policy and they will refund the initial delivery charge but only if you return the whole order. 

Quote:

We will refund delivery charges only if all goods ordered in the same transaction are returned within 28 days. If returned items were part of a promotional offer, or e-vouchers were used, the amount refunded will be reduced using an appropriate ratio.

I think that's a bit sneaky. For example, you might order more than one size in the same item, which would mean when you returned one of them, you wouldn't get your delivery charge back. One of the reasons the distance selling regulations initially stated you should be refunded your delivery charge, was because people should not be penalised for being unable to try on an item before purchase. You aren't charged for trying on an item in a changing room.
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Nope not on. Don't Next do something similar? Hence why I don't order from them. Free postage and returns is s huge draw to me, mostly because I order multiple sizes and therefore always have to return. A huge company like sainsbury should offer free delivery. I spend £120 a week on food with them, they should take that into consideration too!
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All these companies should take a leaf out of Asos' book! And Boden. I can't fault their CS. Asos have got it spot on too.
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I like ASOS premier - £10 a year for free unlimited next day delivery.
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I am put off ordering because of things like this; and encouraged to buy more frequently if it's free delivery and free returns.
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I'm put off by delivery and return charges- I always check before I order. Don't mind a delivery charge as long as it's reasonable (say under £4) but I hate being charged for returns!
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It is a joke. Free delivery and free returns should be the way forward !
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I don't like having to pay for delivery but sometimes you just have to suck it up, exorbitant p&p puts me off totally though.  I absolutely hate having to pay for returns and have often changed my mind about ordering from those companies at all. I don't want to end up spending £7-£10 and having nothing to show for it. Also, companies that have stores everywhere but don't offer click and collect. That winds me up also. They're getting deliveries weekly anyway so why not offer that service?!
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I am totally put off ordering from somewhere that charges for returns
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Would put me off ordering!
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I just don't order at places that do that (although I have loads of supermarkets near do use click and collect)

Generally, if companies charge me delivery I only tend to buy when there's some sort of promotion to counter it, it does really get on my wick.
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It all seems very half hearted by them if I'm honest. I mean a major player in the supermarket world only just launching it's online clothing shop. No fanfare and charging for returns. Hmmmmm!
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What do you think? Should big companies like this charge for delivery and returns?

Fiona
xoxo