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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

    I think they've been pretty clear they can't cater for what you need at the moment, so just go to Selfridges again instead. Some shops will, or won't, be suitable.

    Getting furious about it won't achieve anything. From the brief bit you've described from their correspondence, it sounds like you're spinning it a bit to make it sound like they're being openly discriminatory. But some stores, maybe due to logistics or whatever else, just won't be a suitable environment for kids with ASD. 

  • 9 months ago in reply to Deleted user

    Pleased to report a non-venty complaint resulted in the confirmation that:
    The agent was wrong in her response. They have refreshed her training so she knows the access policy exsits
    They have confirmed children with sensory can be accommodated before store opening by prior arrangement
    They are changing the phone systems so the option to speak to the call centre is made clearer.

    So getting furious doesn't help. You are absolutely right. But being aware of rights and advocating for those in need do sometimes result in a win. In this case it has. 

Reply
  • 9 months ago in reply to Deleted user

    Pleased to report a non-venty complaint resulted in the confirmation that:
    The agent was wrong in her response. They have refreshed her training so she knows the access policy exsits
    They have confirmed children with sensory can be accommodated before store opening by prior arrangement
    They are changing the phone systems so the option to speak to the call centre is made clearer.

    So getting furious doesn't help. You are absolutely right. But being aware of rights and advocating for those in need do sometimes result in a win. In this case it has. 

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