Stores not made for wheelchair users

marybee_2

I recently took my mother out to the local mall, for a bit of Xmas shopping. She is a wheelchair user. We visited a shop and the corridors were very narrow, with the displays placed too close to each other. As the shop was busy, I could not get through with the wheelchair and my mother was very disappointed, with her Xmas spirit ruined for the day

I decided to send a very formal complaint email to their customer services. A lady replied to me, using 'Hi' instead of 'Dear' and her email was very unprofessional, full of excuses (that the rent is too high, that all their stores are a 'standard size', etc). Her email used the same language she would use if she had to email a friend or her niece - not a customer.

I replied complaining for both the unprofessional salutation and the fact that they put the layout of their shops and displays over their customers, mentioning that they discriminate against the disabled.

Do you think I should take this further, and where should I write? This is a serious matter and no excuses are accepted.

Exile_geordie

I say name them and shame them.

Also pop up the letter they sent if you want redacting names and such like, sounds very unprofessional.

marybee_2

Exile_geordie wrote: »

I say name them and shame them.

Also pop up the letter they sent if you want redacting names and such like, sounds very unprofessional.

Thanks, I am seriously thinking of doing so.

The email, name and location of the shop, will be 'named and shamed'; I only have to press enter.

But I am really puzzled here - there must be an organisation for disabled customers' rights I can talk to. I do not know if the Trading Standards deal with such issues.

Thanks

Mary

antrobus

marybee wrote: »

....But I am really puzzled here - there must be an organisation for disabled customers' rights I can talk to. I do not know if the Trading Standards deal with such issues. .....

http://www.equalityadvisoryservice.com/

WTFH

Was the issue that you couldn't get a wheelchair through the gaps between the displays, or because it was busy you had difficulty moving around?

marybee_2

WTFH wrote: »

Was the issue that you couldn't get a wheelchair through the gaps between the displays, or because it was busy you had difficulty moving around?

Thank you for getting back to me. The first, mostly.

marybee_2

antrobus wrote: »

with a link of EASS

Thank you. I am going to call them and have a word with them. They will be able to offer some advice with regard to the problem.

Mary

zaax

That sounds like company policy and someone has made a decision to break the law, they should be taken to task. Complain to the owner of the mall; write to your local paper and tell other disabled people so they don't make a wasted trip

unholyangel

marybee wrote: »

Thanks, I am seriously thinking of doing so.

The email, name and location of the shop, will be 'named and shamed'; I only have to press enter.

But I am really puzzled here - there must be an organisation for disabled customers' rights I can talk to. I do not know if the Trading Standards deal with such issues.

Thanks

Mary

CAB or how about these guys: http://www.equalityhumanrights.com/about-us/contactus/

Not sure if the latter have any teeth or if they're purely advice. CAB will pass your complaint on to trading standards.

fred7777

Sorry to hear about your problem, this site may have useful information:

http://www.diversitytoolkit.org.uk/access/disabledaccess/

Basically the store has to make "reasonable adjustments" but the definition of reasonable isn't hard and fast and you would have to prove they weren't making reasonable adjustments to prove they broke the law.

If it was a small shop with a lot of stock they may be able to argue they were doing as mush as the "reasonably" could.

Unfortunately these problems are all too common. On several occasions I have been asked not to come into shops with a push chair so have had to shop elsewhere and wheel chairs take up more space.

Takeaway_Addict

fred7777 wrote: »

Sorry to hear about your problem, this site may have useful information:

http://www.diversitytoolkit.org.uk/access/disabledaccess/

Basically the store has to make "reasonable adjustments" but the definition of reasonable isn't hard and fast and you would have to prove they weren't making reasonable adjustments to prove they broke the law.

If it was a small shop with a lot of stock they may be able to argue they were doing as mush as the "reasonably" could.

Unfortunately these problems are all too common. On several occasions I have been asked not to come into shops with a push chair so have had to shop elsewhere and wheel chairs take up more space.

Reasonable is key and whilst their reply wasn't good, ultimately if they are struggling to survive then getting as much out there to buy and sacrificing a small % of shoppers for the benefit of the majority may be deemed a reasonable action.