Or rather, they don’t seem to like making things accessible or easy for disabled people.
I went to Ikea Gateshead on Thursday to mooch for some new stuff.
None of the induction loop systems by staff workstations or tills were working when I tried to use them to talk to staff.
This is shocking – every single loop system I tried to use wasn’t functioning – I checked, and the loop setting on my hearing aid was working fine.
When I asked staff to check at both a workstation and a till, neither member of staff knew where the loop was located or how to check it was switched on.
Now, I’m not only a hearing-aid user, I’m also a wheelchair user.
I’m packing a few access-requirements all in one handsome bundle.
Then there was the PIN machine
When trying to pay at the first self-service till the PIN machine had been installed so that the lead wouldn’t pull out so that I could reach it to use it.
Staff then took me to a second till. that PIN machine was locked in place, so a supervisor had to be radio’d to bring a key, then unlock it, then spend minutes trying to still pry it from the holder because it was stuck in place.
It made it unreasonably difficult and time-consuming to simply pay by bank card as a wheelchair user.
I was told they have to lock them up on the holders “for security”, but I notice their security measures don’t stop non-wheelchair users reaching the PIN machines.
There is no reason that instead of locking the PIN machines into their holders high up on the till, that instead they have them on chains so that they can still be quickly passed to wheelchair users or people of restricted growth to securely enter our PIN numbers.
The manager apologised and said he’d look into it. But he’s said that before. He also insisted they really really value their disabled customers. Not enough to look after their adaptive equipment though, apparently.
Ikea: nil points
David
UPDATE 24 MAY 2011 (David): Just out of my meeting with IKEA. I think we have a very positive result! They’ve agreed to fix all the induction loops, replacing them with better, fixed loop systems. They’re looking into changing their security measures for the PIN machines, but regardless people in wheelchairs will be able to use them properly. So all good stuff. All thanks to Pesky People!
This is awful and breaking The Equalities Act in so many ways. I checked out their website and you can do a live chat with them to raise concerns
http://www.ikea.com/ms/en_GB/customer_service/contact_us/uk_web_chat.html
Is it worth a try?
Shocking. I hope they get both things sorted asap.
As someone with a visual impairment, I often find chip and pin machines are locked in place. I can reach them, but not see the buttons or the screen.
David,
I contacted IKEA and after being treated rudely by by their customer services call centre (who on the first call put the phone down on me and refused to connect me to the press department unless I had a name. I called back and obtained the Press Office email address.
I found a direct line number and have spoken to the Press Office and emailed. Just waiting to hear back from them regards your complaints.
Will you be happy that I pass on your contact details (if so let me know how you want them to contract you email/ phone) or do you want all correspondence to go via Pesky People?
Thanks Alison
IKEA press department are investigating the complaints and will be responding to David directly. We will update the outcome.
Update on IKEA.
I went today and tried to use their induction loops. Out of sixteen workstations which were supposed to have loops, only 2 functioned at all, and only 1 of those so I could hear someone talking. Nearly all of them were dusty, shoved away in cupboards, missing, not charged properly. Seven were missing either the base unit altogether or the power lead so it could be plugged in.
One out of sixteen!!
David I am sure that if you gave them a DL56 they would not be long in responding to you. Also there are no win no fee Solicitors in Sheffield who are looking for cases to take on, this may be the only way we can win.
I believe as a disabled person we should be challenging more service providers to comply with the Equality Act.
Billy, who are the solicitors you mention? Do you have details?
David
Could you contact me on billycrutches@gmail.com
Billy
I’m meeting IKEA’s Customer Service Manager, and their access consultant this afternoon. Fingers crossed we get everything sorted. Its important we get the right equipment installed, working and serviced regularly, as well as good staff training. Then we need the security measures on the PIN machines changed to a more accessible system. Then some way of making this up to me for the discrimination I’ve been through. I think thats all reasonable.
Just out of my meeting with IKEA. I think we have a very positive result! They’ve agreed to fix all the induction loops, replacing them with better, fixed loop systems. They’re looking into changing their security measures for the PIN machines, but regardless people in wheelchairs will be able to use them properly. So all good stuff. All thanks to Pesky People!