Disabled facilities in Tesco

[weegiemum]

We have been doing our weekly shop in Tesco (and I'm happy to out the branch as Dalmarnock Tesco Extra in Glasgow) for about 9 years.

I suffer from a neurological disability that severely hampers my mobility. I get high rate mobility PIP. I can walk very short distances. At Tesco my dh drops me at the door and, until this week, I could walk in as far as the mobility scooters by the door and sit there until he parked and came to get the key from customer services. At a push I could get the key myself, on a good day. So I don't do it often but have been able to use taxis to do the shopping myself. This gives me independence and confidence. I don't want to do my shopping online, I enjoy getting out and looking round the store.

When we got there today we found that they have moved the mobility scooters and manual wheelchairs further away. When you can only walk 25 years, another 5 seems impossible. They're half way down the checkouts now. By the time I got there I was exhausted and actually burst into tears as I was so shaky. Dh went to get the key and said he'd like to complain. Apparently they have already had other complaints. They said the manager had said the scooters had to stay there even though they are not using the space where they used to be for anything else. The staff member was very dismissive and defensive and unapologetic, said the distance is the same (it's not) and if I couldn't walk it my dh could bring me in using my wheelchair to the scooters.

We pointed out that this isn't the point. Disabled people should have the chance to be as independent as possible and their offer that someone would come to the car to wheel me in merely made me feel more disabled and reliant. Dh said it was discriminatory against disabled people. She pointed out that Tesco do lots for disabled people, that they don't have to provide mobility aids, and the impression we got was that I should be glad for what I get and just accept the inconvenience.

It's such a small thing, but it makes such a huge difference to my life. Even though I'm on a mobility scooter, I'm doing my own grocery shopping. There's so much I can't do, this was one of the things I could. And now it's been made so much harder.

Am I being unreasonable to be upset by this? Should I just accept that my life has been made harder?

(I think IANBU and I'm complaining to Tesco.

Thanks for reading!

Is the customer service desk closer? In ours you have to pick up the key from the desk. The staff will actually go and collect the scooter and drive it to you if you need them to in our store.

Sorry, I see you were with DH, could he collect the key and then ride it to the entrance for you? I know they can’t go outside -dirt getting into them causes breakdowns or something.

Wow, what an unsympathetic response, I'd complain to head office!

The problem with them bringing it for me is that I literally can't stand up for that long. And I need dropped at the door as the blue badge parking is ironically too far away! Also I'm medically unfit to drive. Sorry if I should have mentioned this.

You complained to customer services so take it higher and complain directly to the branch manager. If no joy complain to regional manager then up it to twitter and ceo. See if you can get advice from disability groups or citizen advice on how to use the disability act in this matter. Dont accept being dismissed by someone who can't actually change the decision, they are probably only on nmw. Good luck!

I hope you get some results from your complaint OP. I would definitely take this as far as possible.

Where is the point in Tesco offering mobility aids at all if the way they manage it means they're not fit for purpose for the people who actually need to use them?

I'd take this further, too. If this was one of the days when DH wasn't with you, it sounds like you wouldn't have been able to go and get the key.

You'd potentially have had to ask a stranger. It's not just about your physical ability - it's your dignity too.

They're depriving people of independence.

If they don't want to provide the aids that's fine, as long as people are aware so they can make alternative arrangements.

Don't just do it for you. Do it for disabled people who live alone and for people who can't advocate for themselves.

Sorry you have to put up with nonsense like this.

Complain to their customer services on Twitter and if you get no joy, then write to whoever the chief exec is. You were treated in a condescending, inconsiderate & dismissive manner and that is unacceptable. Why can't people realise that, for certain people, every step is painful. Just a few steps more can make all the difference.

The more complaints they get about it, the better. In our local Tesco (also near Glasgow) I've seen the scooter parked at the very far end of the checkouts, well away from the door.

So we went to the Tesco website and right on the front page was the email for the CEO. He's got a complaint in his inbox now. If he's prepared to put his contact details on the page, then good for him and we look forward to hearing from him.

We did mention I'd put this on Mumsnet. Not sure if that will make him poop his pants or not!

That is awful. I am glad you complained.

In fact your post has reminded me to make a complaint about another supermarket because their accessible toilet was so small and badly designed that I can't fit my very small powerchair in it!