Published on 12, July, 2020
A while back I had to stop using home delivery for my food shopping and, after much consideration, decided to shop in my local Co-op.
There were some plus points: I receive 5% cashback on Co-op branded items; I could walk (or cycle) to the store; I could visit the store easily timewise; it should not be too busy.
I did not think there would be any negatives (apart from the bright lights). I was wrong.
The store insists on playing music on a Co-op owned radio station. I thought people were there to shop, not listen to "music". But I was wrong. All to often the music is the thump-thump-thump-thump variety and is too loud. And the sound equipment is not particularly good quality.
Asking staff members for the radio to be turned down (or off) got me nowhere. The Co-op runs a 'Your Store Your Say' website for feedback. That website got me nowhere despite my mentioning the fact people with autism etc. were being discriminated against. Calls to the Co-op's customer care team got me nowhere (although one person added £5 to my cashback).
Yesterday, after months of complaining via the Your Store Your Say website and a call to a helpful person in the customer care team, I received an e-mail from the store manager to meet him to discuss the issue.
Following the meeting, I am shattered but thought it worthwhile sharing some of the discussion. First of all, the store manager had to obtain special permission to contact me via e-mail as a result of my repeated feedback on the 'Your Store Your Say' website. The store manager turned off the music for a short time but, apparently, people complained as it made the store more dreary! I am also expected to believe that when the volume was turned down people complained the music was too low.
The manager wanted to know why I found the music irritating. I had already told I have autism and sensory issues and he still used the word "irritating". I tried to explain about sensory issues. I also asked about an Autism Hour but that, apparently, will only happen if there are sufficient complaints (similar to mine) across a significant number of stores.
I nearly forgot. When the music was turned off and people asked why, the manager/staff explained about my complaint of discrimination; to which the people said they were being discriminated against by the music being turned off. There are times when neurotypical REALLY annoy and sadden me and this is one of those times. Too many are not satisfied that the whole world is geared around them and if there is some small thing which helps, for example, people with autism then that is not fair!
The manager made two suggestions: shop between 6 a.m. and 7 a.m. when there is no music, the lights are low, etc. or ask the person on the checkout to turn off the music whilst I am shopping. The first suggestion sounds okay but part of my medication includes a sedative and so, practically, I will not be able to get up on time. The second suggestion is fine, providing the staff (who, he said, he will inform of our agreement) actually do it. We shall see.
Just wanted to say thank you to those posters who have been supportive.
To everyone: goodbye.
I guess there’s no pleasing some people! How many other people are you attempting to get this adjustment made for? Can they not go in and ask themselves and that way, if there are more people asking for the music to be turned off, they might make more of an effort or maybe you could all get together and choose a time and day which would be suitable to all of you to go shopping and ask for a quiet time at a set time once a week?
Most people with sensory issues, wear ear defenders or noise cancelling headphones. There’s a psychological reason behind the music they play in stores, they don’t just play it for the hell of it, it’s all to do with getting people to spend more money and even if they have an autism hour, what are the chances that hour is when you want to go shopping?
If all goes to plan, I will be visiting Morrison's this Saturday.
The last lady I spoke to at the Co-op's customer care team said she had never heard of Autism Hour (although she has an autistic cousin) and thought that an Autism Hour every day would not be asking too much of the Co-op. She said she will raise the issue. I hope she does.
I am disappointed in a number of ways.
The "solution", whilst it should work for me, does not take into consideration other people with similar needs to myself. The store will not highlight the fact that such an adjustment can be made.
The length of time it has taken to reach this stage is disappointing, as is the amount of effort I have had to make.
The complete lack of understanding about autism is very disappointing. And to be unaware of Autism Hour ...
My request is an easy one for the store to implement. The implementation would cost nothing.
I should not have to say this but the adjustment would not be just for me: it would be for everyone who suffers from sensory issues as well as people who dislike the chart music being played (but, for whatever, reason have not complained).
Furthermore, yesterday a neighbour told me she and her daughter do not shop in the Co-op because of music being too loud.
The bottom line is that as someone with autism who suffers from sensory issues I am asking for a little understanding and an easy, free adjustment (which, as I have said, will also benefit other people). That should not be too much to ask and should not take long to implement.
I don't have massive sensory issues and the noise in supermarkets usually only starts to get to me if I have to wait in a que at the checkout (ie. I'm not preoccupied and there is no distraction from shopping/paying). BUT many people with ASD do suffer from serious sensory issues and as we make up at least 1% of the population it does seem only fair that supermarkets make at least 1% of their opening hours autism friendly. I certainly think that more stores need to introduce autism hour one or more times a week.
I've just been into my local coop and after reading this post I paid attention to the music. I don't have a sensory issue with music so I've never noticed before but I must admit it was quite loud. Much louder than what I would consider background music. I'm going to have to pay attention when I go into other shops now and see how it compares.
Whilst I can see they are not going to change entirely for one person, I don't think it's unreasonable they adjust the volume a little. In my local shop it could have been turned down quite a bit and still been pleasant for other shoppers. It wouldn't take much effort for the shop.
I do think they should be considering an autism hour though. This is becoming a very common thing and I don't see that it is unreasonable for other shoppers that one hour a week is dedicated to those with sensory issues.
How is it disappointing when you got what you wanted - to shop without music playing? I don't understand?
I have physical problems that make it nearly impossible to reach my arms up high should all shops abolish high shelves? Agreed some compromises are needed but at what point does it stop?? You can't cater for everyone no matter what you do
Yes, i agree with you. Im in a crusading mood at the moment. May just write to coop head office if thats what they say it will take and point out both the issue and the fact that many other supermarkets do do autism hour... then i will have a go with my local swimming pool! Just an hour, without music once a week would be soooo lovely.
Love my ear defenders, but would be nice to not always have to, and they dont work well in swimming pools ;o)
I wonder if there are local websites or similar with autism friendly places in the local area? Would be very useful: cafes that dont play music, quiet times at museums, autism hours in local shops... etc.
I guess if it helps to reduce the sensory overload then it’s worth the trip
Right... so for you as one person who considers it unbearable, the store should make an adjustment? I see... right...
Funny you should mention Morrison's. A couple of hours ago I saw one of my neighbours and she told me about Morrison's. She had mentioned Morrison's before but I could not remember the time and could find nothing on the website this morning. For my local store the Autism Hour is from 9 a.m. to 10 a.m. on Saturdays.
The drawback with Morrison's is that I cannot walk or cycle to the store as it is too far. Still, I might give it a try soon.
Is there a Morrison’s near you? As I do believe they are the first supermarket to have a permanent weekly ‘autism hour’
www.google.com/.../uk-44884183
Zomted said:I dont shop at my local coop anymore because of it.
Thank you!
I found the Co-op's ignorance of Autism Hour astounding for an organisation which is meant to be different from other supermarkets.
I could wear ear defenders but, really, society needs to change and it needs pushing to make the necessary changes. As I mentioned above, the playing of music in stores is not essential and so all it takes is for a store to have some understanding and a willingness not to follow the herd. I find that I have to wear ear defenders (or noise-cancelling headphones) too often.
Re using the word 'discrimination', please see my reply to Plastic.
If you've used the discrimination word to him and head office, he may be terrified of dealing with you because anything he does may cost him his job. His only available action is sticking rigidly to the rules.
This situation has been going on for months and I tried - and failed - to engage the Co-op in constructive criticism and constructive suggestions. I was ignored time after time.
I tired the suggestion in your final paragraph and was repeatedly ignored. Even during my meeting with the store manager, he made it clear that he cannot doing anything like you suggest without corporate approval and that has to be for all stores.
I find the whole situation very disappointing.
Blank said:As far as I'm concerned, you can't expect an entire store to adjust to you
Yes, I can in this case because I am not asking for something which is essential to the store. Society has spent more time shopping in stores WITHOUT music being played than with music being played. Furthermore, store adjustments for physical disabilities are now commonplace so hidden disabilities should not be treated as less important. Even the Co-op admits the music should be BACKGROUND music, which, all too often, it is not. The type of music being played also makes a difference: melody based music is far easier to deal with (if you must play music in store) than rhythm based music.
Hidden disabilities have been the poorer relation for far too long and it has to stop.