So shocked @ M&S tonight !!!!! **updated**

samanthag

Not long got back from my local marks and spencers (well about half hour away)

i had to take my son to get a tuxedo because he has his school prom next month

my son is 16 but has special needs (severe behavioural problems) ect and is classed as disabled and attends a special needs school

anyway i picked up the suit and took it to the changing room to try it on him and was told "sorry you cant go in there with him as it a mens changing room" and females were not allowed in there

he is not allowed into the ladies changing rooms either

so i said to the sales assistant "where can i try it on him do you have a disabled changing room" and she said yes in the mens changing room (which i am not allowed into)

so i said what am i supposed to do he isnt able to try it on for himself and now he was starting to get agitated

the sales assistant said that i would have to come back with his dad in order to try it on him

i was gobsmacked and quite upset at this surely they should have some sort of facility for disabled children / adults who need a member of the opposite sex as their carer to help dress them ect

for a big company such as m and s i would expect better

i am interested to hear what other peoples thoughts are am i being over sensitive ?

do i write and complain to m&s ?

i am really shocked :eek::eek::eek:
rant over

withabix

I would write and complain. This probably IS illegal discrimination. How hard would it have been for the lazy assistant to temporarily close the fitting room for a few minutes???

CEO: marc.bolland@marks-and-spencer.com

Better still, use Twitter first. Tweets terrify companies!

@marksandspencer

Don't forget to name and shame the branch both here and on Twitter.

juliep123

Why on earth was the disabled changing room in the men's?What if a female with disabilities wanted to use it - would she have to go through the men's to access it?
Surely they could have made some arrangement for your son.
Hope he enjoys his prom after all this.
Jules

Valli

@ OP

Start with the manager of the M&S you visited rather than going to the top.

save the big guns in case you don't get any satisfaction there;)

Suppose, for instance, this had been a married couple with one in a wheelchair - the 'other' partner might also be the carer and need access, as you suggested in your post - what I'm trying to say here is that there will be more than just you who needs access to a disabled facility, so the provision of it would benefit more customers.

However, they may just turn around and remind you that you CAN buy, take home and return stuff; nevertheless this isn't always easy and would mean two visits which would, of course, have to be carefully planned to accomodate needs;) so it isn't an ideal solution.

@ Julie - There are usually larger changing rooms (for disabled customers) in both mens and female sections - customer would have been directed to the mens one because it was a man's suit. @OP - what you need, ideally, is a separate one for 'mixed' customers.

withabix

Valli wrote: »

@ OP

Start with the manager of the M&S you visited rather than going to the top.

save the big guns in case you don't get any satisfaction there;)

I disagree.

Big company. Straight to the Jugular.

VfM4meplse

Valli wrote: »

Start with the manager of the M&S you visited rather than going to the top.

save the big guns in case you don't get any satisfaction there;)

I agree, I think this is a case of the SA not using her common sense. She could have referred to a supervisor if in doubt.

withabix wrote: »

I disagree.

Big company. Straight to the Jugular.

From what I have seen, M&S genuinely do try to accomodate their customers. I think this was a blip that could easily draw an apology and a solution at the same time.

OP - I hope DS enjoys his prom, bless him x

scotgirl

No you are not being sensitive, make sure to complain.

I hope your son enjoys his prom.

samanthag

Im glad you all think im not being silly

The sales assistant did say to me that they have said to their manager that they need a chnging room for "mothers and kids" and those who are disabled.

I will write an e mail and say how disapointed i was and that something really needs to be done to avoid situations like this again

All i want is to be able to take my son to a department store and be able to try clothes on him
sammy

Valli

Actually I do think that you probably hit a daft, not-thinking-straight SA there and I doubt its company wide policy.

If, OP you complain to the top at the outset then where do you go if they say 'tough luck'?

I would write a well phrased letter, detailing how surprised you were that they were unable to accomodate your family's needs, not the sort of service you have come to expect from M&S, not really sensible to take suit home to try (30 minute drive and all that) is there anyway they could accomodate you and perhaps consider some staff training in line with the Disability and Discrimination Act.

Include this phrase -

samanthag wrote: »

All I want is to be able to take my son to a department store and be able to try clothes on him

If you don't get a satisfactory reply (and apology) THEN escalate to the top.

May I suggest NOT an email, but a letter - they seem to command more respect;) And keep a copy of it to enclose with your letter to Head Office, should it be necessary!

Don't fire all your bullets at once!

aliasojo

I agree with Valli.

If you go straight to the top from the get go, they may refer the complaint to the store manager anyway.

If you do that first, you will pre-empt that step.

samanthag

does anyone have the address handy for the best person to complain too ?
thanks for your advice valli you have been very helpfull
sammy