This started as a fight for fair returns and the freedom to shop safely, but it’s become something bigger. This is about accessibility and the right to be treated with dignity.

I'm talking specifically about ASOS here, but this is a wider problem that's happening across other retailers too.

Over the past few days, I’ve tried everything to raise a concern and ask for a refund. I called ASOS Head Office to make a complaint and speak to someone about my issue. Instead, I was sent back to the online chat for the 10th time.

I called again just to be sure, and again I was told that the only way to raise a concern was online.

So I returned to the online chat for the 11th time. They told me there was nothing they could do. I asked for my details to be passed on to a manager... they refused. I said clearly that I wanted this escalated. They still said no and ended the chat.

I called Head Office again and explained that this process is inaccessible, especially for customers with disabilities or mental health conditions. I was told there was nothing they could do, even if I had accessibility issues.

They kept me trapped in a loop with no accountability, no compassion, and no way out.

And now, I’ve had to pay to return the item to ASOS myself.

I'm extremely disappointed. ASOS claims to value Diversity, Equity and Inclusion (DEI), but clearly, their systems don't reflect that. Accessibility should not be optional. Treating customers with respect shouldn't be conditional.

If you've ever felt ignored, shut out or like you're shouting into a void when dealing with a company - this is your fight too.

Let’s keep pushing for better ❤️💪🏾