Disabled teenager refused entry into Burnley's River Island store

1:30pm Thursday 20th September 2012 in News Photograph of the Author By Chris Adams

Burnley disabled teenager refused entry into River Island Burnley disabled teenager refused entry into River Island

A DISABLED teenager who was refused entry to a major Burnley town centre retailer has spoken of his shock.

Paraplegic Bradley Johnson, 18, who uses a wheelchair, wanted to visit the menswear department of River Island, in Charter Walk Shopping Centre, with his brother Justin.

However there is no lift to the menswear section on the first-floor and access is only available via an internal flight of stairs.

Bradley and his brother decided to try a different route and used the main lift in Charter Walk to access the walkway around the shopping precinct to try to enter the store through the first floor.

However staff refused to open the doors on health and safety grounds.

They contacted the store’s customer services department to highlight that the doors had been opened previously during warm days and to allow refurbishment work.

Bradley, from Ightenhill, told the Telegraph: “I’m bitterly disappointed about the way we were treated. It’s not a great advertisement towards their disabled customers.

“I’ve never had this problem anywhere else.”

Justin, 21, said: “We were gutted that we weren’t allowed to use the first floor doors. We are regular customers here. Bradley comes in all the time with his girlfriend, but we won’t be back. It’s their loss.”

Bosses at the store have now issued an apology.

A spokesperson said all of the store’s staff had been briefed about the situation to avoid a repeat.

The spokesman for the store added: “River Island in Burnley is sorry for the misunderstanding that arose recently regarding access for a wheelchair customer.

“We would like to invite the customer back to the store and offer a shopping voucher to try and make up for the confusion.”

Comments(22)

chris283 says...
2:35pm Thu 20 Sep 12

wonder how much the voucher is for at there prices it must be a large one good on u lad

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jellybiff says...
3:16pm Thu 20 Sep 12

easy never go in again

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happycyclist says...
3:25pm Thu 20 Sep 12

Staff error. They've apologised and invited him back with the gesture of a voucher to spend. What more can they do?

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l m h jones says...
3:27pm Thu 20 Sep 12

well done for highlighting this disgraceful attitude by a store and yes i bet they will offer a voucher for the misunderstanding the other alternative is http://www.equalityh
umanrights.com/ so the people who wouldn't let you in can get trained in equalities legislation

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lancashirelass100 says...
5:26pm Thu 20 Sep 12

I sympathise with Bradley's plight however, there are smaller stores who just cannot accommodate lift facilities. As a regular customer , Justin, must have known that there was no customer lift and that the doors on the upper floor were not available to customers.

Thankfully the majority of stores nowadays have internet shopping which is an alternative to going in store, usually with better ranges.

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jo-wan says...
6:04pm Thu 20 Sep 12

The doors are available to customers as they were open when the shutters weren't working downstairs and the doors are open in hot weather ... Bradley is still waiting for an apology from River Island and the only way he knows he has been offered vouchers is because the newspaper have told him ... Bradley hasn't done this to receive vouchers or money he wants to be able to shop in stores just has everyone else does ... yes he can shop on the internet but why should he ... when you buy clothes do you not look and feel at the quality before you buy.... its not just people in wheelchairs he has received messages of support from parents with prams who are told to leave their child at the bottom of the stairs.... what more can they do ?? open a door ! ( Brads Mum)

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vanmanstan says...
6:05pm Thu 20 Sep 12

not all stores are accessable, just have to live with that fact. try NEXT its on the ground floor,

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jo-wan says...
6:14pm Thu 20 Sep 12

and where is the mens department ? in the basement ... down the stairs ! Bradley is only 18 so he doesnt shop in NEXT ,

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jo-wan says...
6:19pm Thu 20 Sep 12

And no he doesn't have to live with it Equality Act 2010 http://www.direct.go
v.uk/en/DisabledPeop
le/RightsAndObligati
ons/DisabilityRights
/DG_4001068

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mags78 says...
7:15pm Thu 20 Sep 12

Can you tell me of any high street store that has a menswear department in Burnley with access for wheelchair users apart from M&S?! Next, Burtons and River Island all have menswear either upstairs or downstairs that aren't accesible! There are quite a few smaller independent menswear stores that are on street level but none of the big names are!

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Another Day says...
7:33pm Thu 20 Sep 12

They could have opened those doors upstairs easily they should of certain customers needs ,as stated those doors have been open in summer , ask to meet the area manager of the store to meet with you, aim sure they will be happy to assist you, you do not need to shop elsewhere

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Another Day says...
7:39pm Thu 20 Sep 12

They could have opened those doors upstairs easily , they should be aware of certain customers needs ,as stated those doors have been open in summer , ask to meet the area manager of the store to meet with you, i am sure they will be happy to assist you, you do not need to shop elsewhere ,why should you.

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Another Day says...
7:41pm Thu 20 Sep 12

They could have opened those doors upstairs easily , they should be aware of certain customers needs ,as stated those doors have been open in summer , ask to meet the area manager of the store to meet with you, i am sure they will be happy to assist you, you do not need to shop elsewhere ,why should you.

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mys says...
8:56pm Thu 20 Sep 12

You wouldn't get treated like that in the Blackburn store,they are so helpful,I go there all the time,they are lovely staff,it does surprise me though because burnley store have always been ok in the past

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Another Day says...
10:10pm Thu 20 Sep 12

mys says

You wouldn't get treated like that in the Blackburn store,they are so helpful,I go there all the time,they are lovely staff,it does surprise me though because burnley store have always been ok in the past”

Reply

Its not about the store staff , its about access to the store ,of course this would not happen in Blackburn as the store is on one level , I am sure River Island will rectify this for future guests , who have issues with the stairs

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doctor1970 says...
12:43am Fri 21 Sep 12

There should be more access for the disabled in every store, i'm glad i don't shop at river island.

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stan the man says...
7:22am Fri 21 Sep 12

This unfortunate incident does need rectifying immediately,well done Bradley for complaining,now why dont the Telegraph have a poll to see how many Readers hand on heart have never parked in a Disabled Bay!!!

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stan the man says...
7:23am Fri 21 Sep 12

This unfortunate incident does need rectifying immediately,well done Bradley for complaining,now why dont the Telegraph have a poll to see how many Readers hand on heart have never parked in a Disabled Bay!!!

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jo-wan says...
4:44pm Fri 21 Sep 12

Bradley has just got off the phone to River Island head office they have promised him that the doors will be open at the Burnley branch for wheelchairs and prams, Thanks to everyone for their support and to the Lancashire Evening Telegraph for your help in highlighting this problem

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halfhearted says...
8:08am Sat 22 Sep 12

lancashirelass100 wrote:
I sympathise with Bradley's plight however, there are smaller stores who just cannot accommodate lift facilities. As a regular customer , Justin, must have known that there was no customer lift and that the doors on the upper floor were not available to customers.

Thankfully the majority of stores nowadays have internet shopping which is an alternative to going in store, usually with better ranges.
The story isn't about smaller stores,its about a store he has been in before who on this occasion refused him entry.

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Donnaor says...
4:59pm Sat 22 Sep 12

It is discraceful that they wudnt let him in. I hadn't even thought about access from there. If there are doors they should be available to the disabled.

My husband is disabled and mot stores have the men's department on a upper/lower floor. I quite often have to chose clothes for him and fetch them to the ground floor. Just because he uses a wheelchair shouldn't mean that he can't look around and chose his own clothes. Fair enough, as one of the readers above suggested, Internet shopping is available but why should he incurr the postage costs? Does he not have the right to access the same goods and services as an able bodied person?

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mikebuk says...
5:11pm Sat 22 Sep 12

Hmm I bet the prams do get in. Trying to get round a store when they stick them in middles of aisles are common.

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