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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

    Whilst I don’t agree with the response from Hamleys to you, I don’t imagine it was done with any malice.

    London shopping is a NIGHTMARE for anyone with autism. Let alone then throw in the extra busyness of it being nearly Christmas, the heating on in shops, the Xmas lights, the noise, the colours everywhere. Then add in Hamleys one of the most craziest places in London to take any child as there’s so much to look at and touch and Play with and so much going on with entertainment as well and just so many other noisy, unpredictable, overstimulating children. Maybe they were just trying to suggest that actually that time and that place isn’t the best mix for a child with autism. I would not dream of going there in the lead up to Christmas as I know I would be totally overwhelmed and panicked, let alone consider taking a child with autism there. 

    Also you’re the one that knows your child best. How are Hamleys meant to know what would help your child to manage? Every child with autism has different needs and different tolerances, what may be an issue for one, won’t be for another. I think you need to take on the responsibility of (if you feel you must go to Hamleys at Christmas time) working out what’s best for your child… whether that’s headphones, earplugs, fidget toys, sunglasses, etc. 

    good luck if you do decide to brave it! 

Reply
  • 9 months ago

    Whilst I don’t agree with the response from Hamleys to you, I don’t imagine it was done with any malice.

    London shopping is a NIGHTMARE for anyone with autism. Let alone then throw in the extra busyness of it being nearly Christmas, the heating on in shops, the Xmas lights, the noise, the colours everywhere. Then add in Hamleys one of the most craziest places in London to take any child as there’s so much to look at and touch and Play with and so much going on with entertainment as well and just so many other noisy, unpredictable, overstimulating children. Maybe they were just trying to suggest that actually that time and that place isn’t the best mix for a child with autism. I would not dream of going there in the lead up to Christmas as I know I would be totally overwhelmed and panicked, let alone consider taking a child with autism there. 

    Also you’re the one that knows your child best. How are Hamleys meant to know what would help your child to manage? Every child with autism has different needs and different tolerances, what may be an issue for one, won’t be for another. I think you need to take on the responsibility of (if you feel you must go to Hamleys at Christmas time) working out what’s best for your child… whether that’s headphones, earplugs, fidget toys, sunglasses, etc. 

    good luck if you do decide to brave it! 

Children
  • 9 months ago in reply to Sloan

    OH and I had a further written reponse from management. The mistake was at the customer service agent level. She's been refreshed so she knows there IS an access policy. I've updated my post in another comment as I can't work out how to edit the original. 

  • 9 months ago in reply to Sloan

    Thanks for your response. They're not my child. They're a family I support. (It's just as a parent also of an autistic now adult, I wanted to make plans and asked what accessibility options they did have).

    I wanted to get all the info and pass it on to mum whose first language is not English, so she could make an informed decision of whether it was suitable or not.