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Shocked and need to vent: Have you faced such obvious discrimination from such a large company that should be family friendly? HAMLEYS Toy store

Notayummymummy
9 months ago

Hi everybody

I apologise that my first post is a bit of a vent, but I'm so shocked.

Short version: Hamleys Toy store told me not to bring an autistic child during December.

So, although I am the parent of ND children, I am also supporting a child whose needs are much higher than my own children's. I wanted to plan a special day for him and take him to see one of the major toy stores in London, see the lights and window displays etc I wanted to plan in case he became over stimulated, so contacted Hamleys, Harrods and Selfridges to ask about their disability policies and to ask if they had quiet areas, quiet times or suggestions for bringing an autistic child to visit.

Selfridges were amazing. They were kind, welcoming and said they have a quiet hour for customers with sensory needs. Really quick to respond too. 

https://www.selfridges.com/GB/en/features/info/quiet-hour

Harrods said they do not have designated quiet areas, but customers are welcome to step into changing rooms to rest. They warned there were no quiet times during December. Replied within a few hours.

Hamleys.... shocked is an understatement.

I said specifically I had a query about their disabled access policy and asked (as an example) if they had a quiet area. The reply was "don't bring him". They prettied it up some. But i QUOTE "We're sorry we could not accommodate you on this occasion".

Isn't this against the Equality Act? Is it common to come across discrimination as blatant as this?

I have replied to the message and also emailed customer service asking them to investigate and train their staff in inclusion. 

Has anybody got similar experiences to share? How did you deal with this? 

Parents
  • 9 months ago

    Thank you for telling us that Selfridges are kind, welcoming and amazing in your opinion and for providing a link to their website above.

    Please rest assured that I am not accusing you of anything......but your first ever post here DOES follow a very formulaic standard template for bot posts.  I have studied this phenomena.

    For what it's worth, if Hamleys told you that their store was entirely unsuitable for people who might easily become overwhelmed or overstimulated.......in December.....then I personally applaud their transparent and direct honesty.  I'd welcome to hear how they "prettied up" that message to you - as you describe it.

Reply
  • 9 months ago

    Thank you for telling us that Selfridges are kind, welcoming and amazing in your opinion and for providing a link to their website above.

    Please rest assured that I am not accusing you of anything......but your first ever post here DOES follow a very formulaic standard template for bot posts.  I have studied this phenomena.

    For what it's worth, if Hamleys told you that their store was entirely unsuitable for people who might easily become overwhelmed or overstimulated.......in December.....then I personally applaud their transparent and direct honesty.  I'd welcome to hear how they "prettied up" that message to you - as you describe it.

Children
  • 9 months ago in reply to Number

    Hiya. I've actually received a response from the management. They DO have a policy for children with sensory needs, but they will refresh customer services so they actually know about it. 

    By prettying it up, I just meant there were some sentences before the quote. I'll happy send you the actual text if you're interested in a DM