To be upset when a clean wheelchair trolley is not available when I visit Waitrose with DS?

[Livingtothefull]

At my local Waitrose there is just one wheelchair trolley which I always hope is available when I visit with my DS - sometimes it isn't as another disabled customer may be using it; I have complained already as I think there should be more. It is stored away from the 'regular' trolleys, in an alcove next to the toilets (would you mind your trolleys - used to hold your shopping - being stored there? That is a genuine question).

Yesterday I went to pick up the trolley and found it had rubbish in it. It is by no means the first time this has happened, I regularly find discarded food wrappers, used hankies etc., many people seem to find it appropriate to use the wheelchair trolley as a rubbish bin.

I complained at Customer Services desk but felt fobbed off so complained again to the manager on the shop floor. She apologised and said that she would tell the staff to keep an eye on this. Based on past experience of complaining though, nothing much will change.

AIBU to think that this demonstrates the really rotten attitude that many people have towards the disabled?

AIBU to think that Waitrose service provision for their disabled customers is just not good enough?

I would just like our shopping experience to be much like everyone else's; you come to the supermarket and collect a nice clean trolley (preferably one from a gleaming row of trolleys).

I noticed that as well, Fanjo, every single thread... and then starting one of their own just to be offensive as well. Very obviously too. They must be very sad. Poor, sad little Cheesebuster. :(

i can understand completely your frustration. Life must be hard enough, without an added layer of stress about whether or not the one usable trolley will be available or clean.

would not bother me (i dont think) being near the toilets. would bother me being full of rubbish. i think its different for trolleys being stored outside ( and lets face it there is sometimes rubbish in trolleys) but if it is stored inside, the provision of a bin there would surely solve the issue?

i am lucky not to face the issues you do. if i did i have no doubt at all i would be a serial complainer

Thank you Spork so much for your post. Yes what I object to is the feeling of tokenism, that the store are doing the bare legal minimum rather than really caring about their disabled customers' experience - and this from a store that prides itself on its superior quality and customer service.

I do think the placing of the of the trolley is not ideal but as I have made clear that was never my main issue. I am sure that the toilet paper probably has not been used to wipe bums but let's face it when you see a screwed up piece of tissue chances are that it has been used to wipe something and that the something is probably not very nice.

I'm sure everyone giving out to the OP would not mind at all if every shopping trolley available to them was full of rubbish and manky tissues from the toilets rather than the odd receipt you find occasion ally

I am reporting this to the store in writing as well, there would be no point in just venting on here.

Yes it is a very different situation for 'regular trolley' users fanjo, as there is always a choice of trolley and any the rubbish in a few of them is usually receipts/plastic bags etc. I know because I go frequently both with & without DS and know it is not the same at all.

I think it is not acceptable for a store of this calibre, which presents itself as an upmarket 'quality' store, to have a single wheelchair trolley filled with rubbish, and for the staff to not know how to operate it and not recognise when it is broken and have to tie it onto a customer's wheelchair with string.

I don't blame the staff on the shop floor at all, as generally they do their best. They need to be given appropriate awareness training and that should be put in place by senior management.

I know a lot of you think that I am making a fuss about something very trivial. However it is often the little things that grind you down.

You are not making a fuss.
This is a group of smaller issues that when presented all together amount to a serious issue.

I at first dismissed your concerns about the location of the trolly in respect of the toilets however once you explained the nature of much of the rubbish I understood completely and revised my opinion.

For the record I am disabled but when it comes to shopping at a supermarket my experience is pretty much on a par with an able bodies person. I have however had extended periods of my life when I have been a wheelchair user and also times when I have used walking aids. There are so many things that catch you by surprise. Things that only once you are either in the situation or stop and really think about it do you realise are major barriers to doing essential every day tasks.

I can't give any more advice other than you will need to keep complaining, ever time. Complain in store about lack of trollies, about rubbish and maintenance of existing equipment. If you can I would also send an email to head office every time as well, I know finding the time to do this along side managing the extra load living with disability brings is hard but it seems like there is little choice if you want change.
Are you part of any social groups for people living with disabilities? Could you maybe see if you could gather support from the community so that there is more than just your lone voice? They may act more quickly if you are able to bring more pressure. Depending on how you feel about social media could you use Twitter or Facebook to publicly call the supermarket out on these issues?

I do not think that you should have the put the basket on the lap of a wheelchair user!

You should facebook or tweet them your local store and the problem, I'm sure it'll soon get some interest!

Re the toilet thing I think you're being a BU so wouldn't necessarily mention that

Why continue to give your business to a a retailer that won't meet your needs?

Thank you all very much for your posts.

LuisSuarez, I give them my business because they do meet my needs in every respect but this one….it is also the only supermarket in easy reach.

SmellsLikeHorses, you are right that I will need to keep complaining about this even though this will make me a 'serial complainer' and a 'pita' as earlier posters accused me of being. We do try to escalate the issues which concern us through a number of channels including disability groups and social media, and (where appropriate) our MP.

MooMaid - I have accepted that I was being a bit oversensitive re storing the trolley near the toilets; however this position seems to encourage rubbish dumping. And no, carrying the basket in one's lap doest work for us and may not be appropriate for other wheelchair users either (who may resort to it if unable to find a suitable trolley)….what happens if it dropped down and something smashes in the vicinity of a child?

Unfortunately there is no Asda or alternative supermarket near where I live, & transport is also an issue for us so not easy to go farther afield.

Have you seriously thought about social media? I bet they wouldn't like it if people got wind of it and it's easily solvable - just get a few more trolleys and you're all happy!

Wish i could spare the energy to be annoyed at rubbish in a trolley. Or trolleys near a toilet....... Not in a toilet, near a toilet door ? I guess the smell must penetrate the wheels or something.

You need another couple trolleys, the rest is pathetic.

You can spare the energy to be bitchy to the OP though

I still haven't found a wheelchair trolley that fits my daughters wheelchair in any supermarket. I mostly shop online. We only go to the supermarket if we need just a few things and can use a basket. To be honest it doesnt bother me or my daughter and I don't feel we are missing out on anything. I can think of nicer places to go if its for a social outing then fighting our way round a busy supermarket anyway.
Although Tescos have offered a member of staff to go round the store with me to push an ordinary trolley while I pushed the wheelchair so that was nice.

Really cutlery any need? So, it might not be a big deal to us but the OP is wound up about it. She's said she might have to accept the whole near the toilet thing but otherwise she has a fair point.

As Fanjo said, you can't spare the energy for that but you can spare energy to type something that isn't constructive?

trolleys in busy shops often have rubbish left behind in them . yabu

Maybe the previous user dumped the rubbish due to being unable to get to a bin.

I rarely get a trolley without something in it.

Sorry yabu.

Pathetic was a bit much i guess but it is mostly still ridiculous.

If I'm honest, I would stop complaining in the store to the colleagues and even the management in store. There is often very little that employees at store level can do about a single thing (I should know, I've tried) and it is only high level management (head office types) that can realistically affect anything in stores.

So make the situation known as high up as possible.

IMO there should be some more trolleys available so YANBU on that.

It is annoying when things aren't kept clean and YANBU to expect higher standards. Complain and if you get nowhere then complain to head office.

Hi Lifesalemon, that is fine to shop online when it is a personal choice that suits you. It is a little different for me as my DS actually enjoys going to the supermarket, he has severe learning difficulties and the experience is stimulating and beneficial to him.

Yes it may be a trivial thing to you but it is me having to put up with it, if it is so trivial it should be easy to put right. Then I can stop complaining about it. If I say that I find the experiences unpleasant and would like it to be changed why is that not good enough? It seems that a few individuals here are trying to wind me up….call be 'pathetic' all you like if that makes you feel better about yourself.

'Maybe the previous user dumped the rubbish due to being unable to get to a bin'; so do you drop litter in the street whenever you don't see a dustbin around? Would you think that is OK? How many people would drop rubbish in a facility intended to be used for the use disabled, and what does it say about them?

Pardon.

No I don't dump rubbish thanks.Your tone is more than a little aggressive.

I was suggesting that perhaps the previous user of the wheelchair trolley was unable to get to a bin.

And no I wasn't suggesting that disabled shoppers are more tardy but that they may find it more difficult to get themselves round a car park looking for a bin.

I thought that might be the case OP. It's a shame there aren't other more accommodating supermarkets near to you