Major fashion retailer announces big change that will impact all its online shoppers

A fashion retailer loved by millions of customers has announced changes to its online shopping experience. Pretty Little Thing (PLT) has explained on its Instagram how navigation around its website will be updated in the coming weeks. Among them is the return of “model size height” to product pages.

PLT founder Umar Kamani also revealed how its product filters will also be improved. He said: “Sizing, fits and quality are also all being worked on for improvements to all. I will continue to meet and speak to customers for constant improvements to the customer experience, products and all round PLT experience.



” The retailer previously closed the accounts of some customers due to the number of times they returned purchases. PLT had sent an email to those affected by the move in June to tell the, their accounts were being deactivated after reviewing their "unusual high returns activity". The move meant the account affected could no longer place orders through the retailer.

One of the major criticisms of the move was that accounts were deactivated for people who paid the £9.99 fee to access PLT's "Royalty" scheme for unlimited deliveries in the UK for a year. PLT also did not explain the criteria it used to make its decisions.

Mr Kamani added this would be reversed. He wrote: “I have been reviewing recent changes made within the business in the effort to put your needs and desires first. I wanted to personally update you on the situation regarding the blocked customer accounts.

“It was identified a number of customers have been consistently returning all of their orders 100% of the time, or most of the time which suggested these customers were buying, wearing and returning once worn. This excessive number of returns actually costs the business a lot of money and so the decision was made to block the accounts of the customers believed to have been behaving in this way. “It was never our intention, however, to punish the many for the actions of the few and so I will be carefully reviewing account by account to reactivate the accounts we have since realised were blocked too hastily by the business.

“Please accept my sincerest apologies for any negative experience you may have encountered here and the abrupt approach that was taken. As a business we will do better to control the selective customers that are returning their orders at high levels moving forward.”.