Studio cards and disability

[triplesalco]

Posting here for traffic and I need to know if AIBU!

Chased up an order that I've been waiting for. Their delivery company, Hermes (yes, I know), refused to collect from warehouse as it was too large. I was only told at 5:30pm on day of delivery. So it went back to them and they have redispatched it to me.

Now, I'm disabled. In a wheelchair. So I had to arrange for my carers to be around when it arrives and will need to do the same again.

Phoned Studio today and they can't give me a date of delivery.

Although, I need to tell them the reason for my disability so they can inform the delivery people.

I said "I'm a wheelchair user"
She said "why are you in the wheelchair. We need to know"

I told her she can't ask that, she said yes we can.

I was so angry I hung up.

AIBU?

Unless they're your doctor, they don't need to know.

Not according to their care line..

Get on their social media!

Should have told her you put your back out throwing a cheeky telephonist out of a call-centre window.

Bullshit they need to know! What difference does it make?!
You're missing a leg/ you're recovering from an op / you've a lifelong sickness that causes you weakness... what difference would any of those make? You're disabled. You're a wheelchair user. You require carers. That's actually more than they need to know.

Can you cancel the order and order from elsewhere?

Not what you are posting about, but can you arrange for delivery to another address (family/friends/neighbour), who can bring it to you?

or put a note on your door saying you can not answer the door and ask them to phone your mobile? You can answer from indoors and ask them to deliver somewhere secure, or to open the door and place in hallway?

And now I've just received the bill for what they haven't delivered!

Apparently can't cancel as it's been dispatched! Although won't be here for at least seven days.

Can't ask anyone else to receive delivery as it's huge!

Does the disability act kick in?

@triplesalco

I am sorry for your troubles, but if it is so hard for you to receive huge packages, is there no way you could have have arranged for it to be left in a shed or garage or with a neighbour.

If you're in a wheelchair, I assume you have a downstairs flat or bungalow or you are in a house - maybe an adapted one?

I know several people who live near me who are very elderly and/or in wheelchairs, and they have literally never had this issue. The delivery men usually just pop packages in the hallway, or porch, or garage, or shed, or they leave it with a neighbour...... They leave a sign in the window saying 'all packages in the porch or garage' please. I have had stuff from this catalogue, and I have not had to sign for it. So if I am not in, they leave in in my garage.

There must be SOMEwhere they can leave the package.

I don't think you have a case for discrimination, because IMO, you haven't done a massive amount to help yourself - or the delivery driver.

That is just my opinion though.

Still don't know why they need to know why you are in a wheelchair though.

Here's a link to an article about disabled and vulnerable customers that the post office have. I don't know if it will apply with an independent company and independent courier though.

www.postoffice.co.uk/broadband-phone/vulnerable-customers

Maybe you can contact them and ask?

Wow, ok.

It's not the receiving of the order that's the issue. It's about being informed of when they arrive and them sticking to those dates/times.

I've paid for delivery to my house. Not my neighbours.

The item is large. It was refused by Hermes, as it was too large for them to deliver. Not for me to receive.

My biggest issue is that studio insisted on knowing why I'm disabled. Afaik none of their business

I am a bit confused about the Hermes saying the package is too big to deliver bit, because you said in your first post that they are arranging for re-delivery.

So, given that they are attempting to re-deliver, can you not leave a message on your door or in your window saying 'please leave in shed,' or please leave in garage,' or 'please leave with neighbour?'

If you look on your account online, you can also track your order.

www.studiospares.com/FAQ.htm#hditmd

So you will have an idea when it's due.

Sorry if I offended you, but you did ask if YABU, and I was just being honest. I think you are a bit, but they are being unreasonable asking what your disability is. It's got naff-all to do with them.

But I honestly don't think you have a case for discrimination.

Can you not look into tracking the package, and then making sure you leave a note saying 'leave in the shed/garage/with a neighbour or wherever......' ?

Hi Helena.

No need to apologise I'm just not touchy now!

The Hermes thing confuses me too.

They refused to collect from warehouse and it was returned to studio. Studio asked me if I still wanted it, I said yes thinking that they'd use a different company.
They didn't. I only found out today.

The track my order hasn't been updated from the failed delivery.

Although even that's not reliable.

It's not "live" updated.

Very touchy not not touchy!!

Oh dear.

Sorry for your hassles, and I hope it's sorted soon. It can be very frustrating when parcels go AWOL.

Again, sorry if I sounded a bit harsh. Best of luck. Hope it manages to get to you soon

Thank you Helena.

I'm just ranting!!

"The Hermes thing confuses me too.
They refused to collect from warehouse and it was returned to studio. Studio asked me if I still wanted it, I said yes thinking that they'd use a different company.
They didn't. I only found out today."

It won't have been too large for Hermes to deliver, they'll deliver pretty much anything, it'll have been too large to be in the price bracket of the service studio had booked it in.

Hadn't thought of that. Makes sense but tgey could've told me that!
Still no excuse for them demanding to know about my disability!

*Here's a link to an article about disabled and vulnerable customers that the post office have. I don't know if it will apply with an independent company and independent courier though.

<a class="break-all" href="http://go.mumsnet.com/?xs=1&id=470X1554755&url=www.postoffice.co.uk/broadband-phone/vulnerable-customers" target="_blank">http://www.postoffice.co.uk/broadband-phone/vulnerable-customers*

That's from the broadband and phone service pages - it's about the legislation around how phone and internet companies treat their vulnerable customers.

I'm not sure if there's legislation around accessibility for disabled people. I'd write a complaint to Studio anyway: they could use a service with a set delivery date instead of the "within 3 days" etc services so you'd know.

Thanks.
I would've thought asking when the delivery is coming so I can arrange help as I'm disabled is pretty much the same as asking when the delivery is so you can ensure someone is there to receive it.

They latched onto that and insisted on knowing more.