Shopping Drama - Advice/Opinion please

majii

I asked Sainsbury's for information on its policy relating to disabled shoppers what can I expect as a disabled person in-store and CEO advised me to “engage a third party whom they will fully cooperate with” what does this even mean? Why won’t Sainsbury's share their policy relating to disabled customers with its disabled customer? Recently in a supermarket I requested a reasonable adjustment which supervisor refused - I spoke to a manager who granted reasonable adjustment (open tills to reduce queue before I pass out supervisor talking out loud sounding angry at being overruled)
supervisor needed by my cashier to complete transaction and supervisor ignored her for ages (to force me to wait? - felt like that)
I left store and despite no alarms going off supervisor followed me and checked my bags - felt bullied and victimised because I asked for support with disability so contacted head office and was even more shocked and distressed  
Previously same store told me I couldn’t used disabled till because I don’t use a mobility scooter or wheelchair (they then removed disabled till after I complained)

Oxonlady

Hi @majii, that's appalling treatment by Sainsburys and the store itself. Most people have no idea what it's like to have disabilities. The government should oblige companies to provide assistance to customers with disabilities. There should be guidelines to be followed by shops, supermarkets and other retailers so that there's uniformity and everyone knows the rules.
The store's actions were very petty and ignorant. And it's not good enough for Head Offices not to be more proactive in encouraging fairer treatment for disabled customers.
Maybe Scope could campaign for disabled consumers' rights. 

majii

Thanks
I know it’s awful and we usually feel to blame or humiliated 
Im more shocked by CEO stance!
maybe scope could be third party he’s prepared to liaise with 😳😂

janer1967

Hi there 

I worked for sainsbury for 30 years in management and this wasn't how it operated then 

They delivered training to every staff member on equality and diversity and how to assist customers who needed it 

Customers could report to customer service desk and request assistance this included use of wheelchair or escort from staff if visually impaired for example 

I imagine due to cost savings some of these things have stopped 

I would ask to speak to the store manager and get a plan in place 

rebel11

You could request CCTV of the incident, send them a Subject Access Request, they have 30 days to send you the requested data. 

https://ico.org.uk/for-the-public/your-right-to-get-copies-of-your-data/

Then speak to CAB or Equality & Human Rights Commission.

https://www.citizensadvice.org.uk/

https://www.equalityhumanrights.com/en

majii

Janer1967
I won’t be going back there - the CEO response is awful maybe he knows they breached equalities act and why telling me get third party involved 

Hannah_Scope

Oh my gosh @majii

That's awful, have you thought about letting your Local MP know about this? I wonder how they'd feel about businesses, no matter how big, in the area treat people. 

woodbine

Not going back sounds like a plan @majii would you not be better off having your order delivered after doing it online?

rebel11

majii said:

Janer1967
I won’t be going back there - the CEO response is awful maybe he knows they breached equalities act and why telling me get third party involved 

Your response wouldn't have been from the CEO. Most large companies has an Executive Team who respond on behalf the CEO / company. My worst response was from Morrison's Executive Team, a pathetic 'demeaning' response, but I read others were 'critical' of his total lack of Customer Service skills. 

majii

No it’s from Simon Roberts CEO they refused my request to send letter headed signed copy of what was in email dictated and approved sent by his assistant in executive office told me hire a solicitor or go citizens advice 

majii

Rebel 11
i do get deliveries but won’t be using sainsburys again
i don’t get out much a trip to sainsburys once in a while used to be a nice outing it’s a large store homewards and clothes - nice trip to look at stuff get a lift home 

majii

My MP wouldn’t care - have had worse happen to constituents and he has nothing to say if it was another borough under a different political party he’d be all over tv talking about it ( speaking from experience) 

rebel11

majii said:

No it’s from Simon Roberts CEO they refused my request to send letter headed signed copy of what was in email dictated and approved sent by his assistant in executive office told me hire a solicitor or go citizens advice 

Trust me, it's doubtful that he reads letters of complaint, if he did there wouldn't be an Executive Office. This is part of their response to my complaint (to Sainsbury's) in December 2021,

'Thank you for your e-mail to Simon Roberts which has been received into our Executive Office. Simon has asked me to personally look into your complaint and respond to you on his behalf.'  

 

majii

majii

What I was sent / I emailed him directly

majii

I went back and said just to clarify he is asking me to appoint a third party and response was yes he the ceo recommended that

majii

majii

I being glib said do you mean media or solicitor as third party and they responded with that

majii

It’s all very bizarre as how do disabled customers know what to expect if company don’t explain minimum standards
i sent communication between myself and Sainsbury's to equalities commission and they recommended  I make a complaint  (banged my head on a brick wall a few times - then informed equalities commission I had indeed complained and even contacted CEO directly so now waiting to see what equalities commission say 

Cher_Alumni

Hi @majii

Scope conducted some research around disabled people's experiences in supermarkets but within the time context of the pandemic. Here's a link to the report which I believe marries with a lot of your personal experience. There's a distinct lack of awareness around disabled person's needs in-store and this needs addressing to avoid situations such as the one you sadly encountered.

Please let us know what you hear back from the Equalities Commission. Wishing you all the best.

john_taylor

That shouldn’t happen, I’m visually impaired and sometimes asked do I need assistance. By the way, I think Sainsburys is closing a good few coffee shops - operated by Sainsburys. I believe some still have Starbucks cafes and Tesco either their own or Costa. I’m not sure whether they want people who want a cafe to go to a competitor. With those in branch they are often brilliant.  If you are regular to somewhere like this the staff gets to know you and what help you.