Asos has come under fire for closing accounts of shoppers who frequently return items, alleging breaches of its updated fair use return policy. Customers report receiving unexpected deactivation notices, raising concerns about the impact on marginalized groups for whom online shopping is essential. Tskenya-Sarah Frazer shared her experience, highlighting issues of inconsistent sizing that necessitate multiple returns. Many feel penalized for an aspect of the shopping experience that, due to their identities or needs, is challenging and essential to navigate. The lack of clear communication from Asos regarding account closures further compounds these grievances.
As a tall, plus-sized, neurodivergent customer I find Asos's decision to deactivate accounts without warning deeply concerning... We rely on online retailers to try clothes in the safety and comfort of our own homes.
One of the reasons for the returns was inconsistent sizing... returning items that don't fit after being forced to order multiple sizes due to inconsistent sizing is not only unfair, it's discriminatory.
On X (formerly Twitter) another user... posted a picture of two bodysuits which were both labelled as medium but appeared to be different sizes.
There was no explanation, no transparency, and no chance to appeal.
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