Is Spartoo a scam?

Me, I fortunately refused.

Well, today I got banned from Spartoo. Just like that.
In the morning, I placed an order after which I received an email informing me that my account was under verification (a "quick and simple procedure"). Unusual, but I wasn't too worried.
Then I received a second email telling me that the internal validation had failed and that I needed to provide scans of my credit card and a utility bill.
Since I've been a customer since 2013, I don't understand and I ask for an explanation. And then I get a response:
“Hello,
I acknowledge receipt of your email.
Indeed, we have noticed that during your previous orders, you have consistently returned all your items.
After which you have always requested a refund rather than an exchange.
Despite all our efforts to provide you with quality service and products, we regret to inform you that we have been forced to cancel your last order.”

First of all, I haven't “consistently returned all my items” even though it is true that I returned more than I kept from the 8 orders. But isn't that a bit of the “risk of the trade” for this type of site?
Nowhere on the site does it say that there is a limit on the number of returns allowed!
And then, why ask me for these confidential documents if, for them, the problem is an abusive use of the right of withdrawal?
In short, it seems that I can no longer order from this site in the future just because I've used a service they themselves promote.
Deplorable

Hello Thomassin1180,

I am in charge of customer satisfaction for the Spartoo website. I have carefully read your message and thank you for it. Indeed, like many websites, we carry out random checks to protect our customers and prevent any attempts at fraud online. To do this, we do require certain official documents to confirm our customers' identities and their intent to finalize this purchase, after which we validate the order.

In your case, I don't think your account has been closed but rather that your order has been cancelled due to the non-receipt of the documents needed to verify your account. Rest assured, this request is only made once by Spartoo, and once obtained, this document will not be requested again for your future purchases.

To review your file and address your questions as best as possible, you can directly write to me at the following address: Email address removed CCM Moderation

Best regards,
Ann-Lise from Spartoo

Hello Flowerjune,

I have just read your review and I am sorry to hear that you were not satisfied with our way of handling the validation of our customers' orders.

Like many websites, we conduct random checks in order to protect our customers and prevent any attempts at online fraud. To do this, we do indeed request certain official documents to confirm our customers' identity and their intent to validate this purchase, and then we validate the order.

Rest assured, this request is made only once by Spartoo; we will not ask you for this documentation during your future purchases.

I wish you a pleasant day.

Best regards,

Spartoo.com

In July, I placed an online order on Spartoo. Three days later, I discovered on the website that the package had been returned to the sender before delivery, and the sender did not explain why. I then called customer service, still without an explanation, but I was told that the only solution was to refund me and give me a 30% discount coupon that is not valid on partner products, cannot be combined with sales, and has a minimum purchase of €60. So I missed the sales at another supplier! And the discount coupon is not valid on the product I ordered!