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PrettyLittleThing customers upset after account ban over returns

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Fast-fashion brand PrettyLittleThing (PLT) is facing criticism from customers who have had their accounts with the company deactivated because of the number of times they have returned their purchases.

In an email seen by the BBC, shoppers were told on Friday that their accounts had been reviewed and shut down so they would not be able to place any further orders.

Some of those affected have used social media to criticise the new policy, claiming they had only made one return so far this year, or suggesting they would return fewer items if the firm was more consistent in its sizing of clothing items.

PLT did not immediately respond to the BBC’s request for comment.

The online retailer, which is part of the Boohoo Group, had come under fire earlier this month after scrapping its free returns policy.

One PLT customer branded the latest move a “joke” and said returns would not be necessary if the sizing and the quality of the clothing was not “awful”.

Posting on X, they said: “You don’t have a physical store, [of course] people will return things.”

Another wrote that they had received the email telling them their account was being deactivated despite the fact their last return to the company was three months ago.

On TikTok, videos of shoppers questioning why their accounts have been suspended have also received hundreds of likes.

It was not immediately clear what criteria the company used for its decisions.

Becca Unsworth, a 24-year-old pensions administrator from Preston, told the BBC that she was “appalled” after her account was suspended.

Initially, she was not sure whether the email had been sent to her in error.

However, on Saturday morning she says she was informed by a PLT customer service adviser that it was genuine.

She describes herself as a loyal customer for the last seven years: “I go to PLT for everything really – something for work, a new top for a night out, hair stuff, beauty products. I spent so much money there.

“I do return but it’s due to the fact something may arrive faulty or I need to order an item in three different sizes to make sure it fits at all,” she said, describing the brand’s sizing as “terrible”.

Becca had also paid the £9.99 fee to access PLT’s “Royalty” scheme for unlimited deliveries in the UK for a year.

But she has been told with her account being deactivated, the company will not provide her with a refund or partial refund.

She adds that the experience has “put [her] off shopping there ever again” and now she will opt for the likes of Asos or Shein.

Sophie Smith, a 26-year-old PLT shopper from Norwich, said that she thought the message received was a “joke” initially.

She has been a member of its “Royalty” delivery scheme since it was first offered and opts for PLT for outfits for bottomless brunches, weddings or nights out.

She told the BBC she has only made one return to PLT this year, and added that she felt the latest development showed the company “doesn’t value their customers”.

In the email, PLT apologised for any inconvenience caused and pointed out that shoppers would still be able to make returns via its online portal.

PLT is part of the Boohoo Group, which was founded by Mahmud Kamani and retail executive Carol Kane in 2006.

The brand started out as an accessories-only outfit, with a focus on on-trend, low-cost pieces.

It was co-founded and headed up by Umar Kamani, one of Mahmud Kamani’s sons, who drove the brand’s collaborations with the likes of supermodel Naomi Campbell and influencer Molly-May Hague, as well as its expansion in the US.

While it has come under the spotlight for its working practices, the Boohoo Group was one of the big winners of the pandemic, as online retailers thrived.

However, it has since faced several challenges with the rate of returns normalising, rising competition from ultra-fast fashion brands like Shein, and customer budgets being squeezed during the cost-of-living crisis.

Customers vented their frustration recently when PLT decided to introduce a £1.99 fee for returns, including for those members of its “Royalty” service.

High Street giants such as Zara, Uniqlo and Next already charge for online returns, while PLT rival OhPolly recently introduced a policy where the greater the amount of an order returned, the higher the return fee.

Instead of a flat fee, shoppers now face an £8.99 return fee for returning every item they order, versus £2.99 for less than half of the items, for example.

Analysts have said, however, that retailers are facing cost pressures themselves, which mean they need to introduce these charges or put prices up.

For fashion retailers, covering the cost of returns can be expensive and they have to consider the environmental impact of using delivery trucks for this purpose too.

More have been opting to shift costs on to customers as a result, as well as clamping down on returns by introducing stricter inspections to spot when clothes have been worn for an occasion and sent back after one use.



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Household incomes up only 7% since 2010

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Slow economic growth and three major economic shocks have meant households’ disposable incomes have grown very slowly since 2010, according to a think tank report.

Typical household incomes went up by just £140 a year, new analysis from the Resolution Foundation showed.

That is a total rise over the 14 year period of just 7% – or an average of half a percent a year – in the amount people had left over to spend after paying tax.

By contrast, disposable incomes rose 38% over the 14 years up to 2010, the poverty-focused think tank wrote.

However, poorer households had seen stronger income growth than richer ones, it said.

The Resolution Foundation said the 2008 financial crisis, the Covid pandemic and high inflation had all contributed to the slowdown, but that growth in general had also been “sluggish”.

That resulted in income rises “slowing to a crawl” it said, hampering progress in reducing poverty levels.

The state of the economy, and especially the squeeze on ordinary families through the cost of living crisis, is a central theme in the general election, with the Conservatives defending their record in government since 2010.

The think tank’s analysis found poorer households had seen the strongest growth in their disposable incomes over the period, in part thanks to the UK’s strong jobs market.

Looking at the poorest fifth of households, it said the one-off cost-of-living payments last year also contributed to bigger income gains.

But these gains were largely offset by the impact of what the report called “regressive tax and benefits policy decisions”, resulting in a 13% total overall rise in disposable incomes over the period.

The richest households meanwhile saw only 2% income growth over the 14 year period, it said.

The think tank said data from Eurostat, covering a similar but not identical period between 2007 and 2022, suggested the UK had fared worse when it came to disposable income growth than other leading European countries, including Netherlands, France and Germany.

“While global economic shocks have been a major factor, Britain’s recent record is poor compared to both its own history and many of our European neighbours,” said Lalitha Try, an economist at the Resolution Foundation.

“What little income growth Britain has experienced over the past 14 years has been driven primarily by rising employment, which has benefited poorer households the most,” she said.

The report entitled Hard Times was funded by the Nuffield Foundation, a charitable trust, and used data from the Department of Work and Pensions combined with jobs, pay and housing cost information.

It found absolute poverty had fallen 3.6 percentage points since 2010, but in the 13 years prior to 2010 it had fallen by 14 percentage points.

Relative poverty levels remained broadly stable over the last 14 years, but the number of children in large families living in poverty had risen, while those in small families living in poverty had fallen, it said.

The BBC has asked the political parties for a response to the report.



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FREIT of New Jersey Elects Directors, Ratifies Accountants By Investing.com

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First Real Estate Investment Trust of New Jersey (OTC Pink Market:FREVS) held its annual stockholders meeting today, resulting in the election of three directors and the ratification of its independent registered public accountants for the upcoming fiscal year.

At the meeting, stockholders voted to elect John A. Aiello, Richard J. Aslanian, and David B. Hekemian as Directors of the Trust for three-year terms. The voting results were as follows: Aiello received 4,295,291 votes for and 380,563 votes withheld; Aslanian garnered 4,250,251 votes for and 425,603 votes withheld; and Hekemian had 4,247,551 votes for and 428,303 votes withheld. There were 1,753,881 broker non-votes for each director.

In addition to the director elections, stockholders approved the Audit Committee’s appointment of EisnerAmper LLP as the Trust’s independent registered public accountants for the fiscal year ending October 31, 2024. The ratification passed with 6,050,315 votes for, 375,570 votes against, and 3,850 abstentions.

This article was generated with the support of AI and reviewed by an editor. For more information see our T&C.





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New EY chief rules out reviving plan to split Big Four firm in two

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EY’s new global chief executive Janet Truncale has ruled out an immediate revival of the Big Four accounting firm’s plan to split in two, unveiling an alternative strategy that involves slimming down its central bureaucracy.

Truncale told the firm’s 400,000 staff in a memo on Thursday seen by the Financial Times that the business would “recommit to working together as one organization” and that her new leadership team planned to simplify the way the firm operated.

“There is huge power in our global scale and connectivity. So looking ahead, we’re going to recommit to working together — with EY clients, our ecosystems, and each other — as one organization,” she wrote.

Truncale takes the reins on July 1 following the retirement of Carmine Di Sibio, whose attempt to spin off EY’s consulting and tax advisory business — codenamed Project Everest — collapsed last year.

That plan would have radically reshaped the industry, resulting also in cash windfalls for EY’s audit partners and freeing the consulting business from conflict-of-interest rules that prevent it working with the firm’s audit clients. After more than a year of planning and $600mn of spending, Everest was nixed by opposition in the US arm of EY.

Unlike multinational companies, EY is structured as a network of locally owned partnerships, with the global headquarters overseeing the brand, managing IT and setting audit standards.

The choice of Truncale, a Di Sibio ally, as chief executive had stirred hopes among proponents of Everest that the plan could be quickly revived, but Truncale has been signalling to colleagues that this is not the case, according to people familiar with internal conversations.

On a webcast with EY’s 14,000 global partners on Thursday, she said the issues that prompted Project Everest remained, according to people familiar with the call, but she said that no split was being planned.

Instead, she said she would make structural changes to the global operation, including reducing the number of roles overseeing EY member firms in Europe, Asia and the Americas.

Member firms in Europe have sometimes chafed at the multiple layers of administration, while the US firm has agitated for cost cuts across the global operations, which spent $6.4bn last year, or almost 13 per cent of global revenues.

Truncale wrote in her memo that EY would make new investments in units that advise clients on transformation and sustainability, and would expand its managed services business.

The name of the new strategy for the $50bn revenue firm is “All in”.

“I personally love the name ‘All in’,” she wrote. “The name was extensively tested with EY clients, partners and people. We agreed that it captures the importance of working together to succeed.”

In a valedictory note posted on LinkedIn earlier this week, Di Sibio said he was proud of Project Everest. “The strategic rationale for it continues,” he wrote, “and it has awoken the industry to outside investment, including private equity investment. Above all, Project Everest has made EY a more resilient and brave organization, better prepared for the challenges ahead.”



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