My complaint:
Unfair Treatment and Discrimination
I am writing to express my deep distress and disappointment regarding the recent cancellation of my ASOS account, which I have held for 23 years. I am an individual with both physical and severe mental disabilities, including agoraphobia, ADHD, Autism, GAD PTSD, neuralgia, BPD, and suicidal tendencies.
I have been a dedicated customer, faithfully adhering to ASOS’s returns policy as outlined on your website. I understand and respect the rules, especially when it comes to fair use. However, it appears my account was blocked without proper consideration of my unique circumstances and in direct violation of inclusivity principles.
As a disabled individual who cannot shop in physical stores and often requires multiple sizes due to my disabilities, I rely on ASOS for accessible shopping. Additionally, unforeseen health issues, such as hospitalization or mental health crises, sometimes necessitate the return of items I can no longer use as plans change. I believe these factors should be taken into account and not treated as a violation of ASOS policies.
I feel deeply discriminated against and unfairly targeted due to my disabilities. It is disheartening to be labeled as someone who doesn’t comply with your guidelines when, in reality, I am simply trying to navigate the challenges presented by my health conditions.
Moreover, the withholding of vouchers, credits, and the refusal to refund them when closing my account adds an extra layer of distress. I kindly request a thorough review of my case, reinstatement of my account, and an apology for the emotional turmoil this situation has caused.
I want to emphasize that this email is not only a plea for resolution but a notification that, if necessary, I am prepared to escalate this matter to the press and social media. In this age of increased awareness regarding diversity, equity, and inclusion, it is crucial for companies to ensure fair treatment of all customers, regardless of their abilities.
I believe in the values of ASOS and hope that you will address this matter ly and with the understanding it deserves. I appreciate your attention to this urgent matter and look forward to a positive resolution.
Suggested solution:
An apology, refund for vouchers and premium subscription and account to be reopened and ASOS to be a more inclusive company
