“Just because I am disabled, it does not mean that I do not want to visit your shop!
My husband and I came in to and:
1. We could not find a designated parking spot anywhere within easy access.
2. I could not take my small electric wheelchair round the store as there was not enough room to move through the aisles. The floor was so strewn with stock that I was afraid of tripping. Were we at a jumble sale or were we looking at the results of a break in as everything was all over the floor? In the end my husband had to support me.
3. The stairs were impossible as they were cluttered too.
4. There was no way to identify staff as they had nothing to show that they weren't a customer.
5. Prices were not clearly displayed.
6. Eventually we found the jacket I was looking for and we went to the counter. The sales girl I had finally found to help me was then told to leave me there as she was needed elsewhere. This was extremely rude behaviour by the supervisor as it was said in front of us.
Below is a summary of the Disability Act which does not appear to have been considered:
In the UK, rules for disability facilities for shop customers are governed by the Equality Act 2010, which mandates that service providers—including retail stores—must make "reasonable adjustments" to ensure disabled people can access goods and services without being placed at a "substantial disadvantage". These obligations are anticipatory, meaning businesses must plan ahead for the needs of disabled customers rather than waiting to be asked.
Key rules and requirements include:
1. Physical Access to Premises
Entrances: Shops should provide step-free access, such as ramps or low-level thresholds, particularly for wheelchair users.
Doorways: Entrances should be wide enough (ideally 750mm-800mm minimum) for wheelchairs.
Alternative Access: If a step-free entrance is not possible, a portable ramp or a clearly signed alternative entrance should be provided.
Aisles and Circulation: Walkways should be kept clear, with at least 1200mm width, and 1500mm turning points for wheelchairs.
Signage & Lighting: Clear, high-contrast, and well-lit signage is required, particularly for visually impaired customers.
2. Accessible Toilets (Doc M)
Requirements: While not every small shop requires one, if toilets are provided for customers, at least one should be an accessible "Doc M" unisex toilet.
Features: These toilets must include, at a minimum, 1.5m x 1.5m turning space, grab rails, a 480mm high seat, and an emergency assistance alarm.
"Changing Places": Large, newly built, or refurbished shopping centers/parks may be required to install "Changing Places" toilets.
3. Customer Service Adjustments
Assistance Dogs: It is unlawful to refuse access to a disabled person accompanied by an assistance dog, even if a "no dogs" policy exists.
Support Staff: Staff should be trained to provide assistance, such as reaching items, reading labels for visually impaired customers, or allowing extra time at checkouts.
Alternative Formats: Information, such as receipts or product information, should be provided in alternative formats (e.g., large print) if requested.
4. Parking Facilities
Designated Bays: If a shop provides parking, it must include dedicated, clearly marked blue badge parking bays.
Location & Size: These bays should be as close to the entrance as possible and, if possible, 3.6m wide (2.4m + 1.2m access zone).
5. "Reasonable" Adjustments
The definition of "reasonable" depends on the size and resources of the business; a small, independent shop is not expected to make the same expensive structural changes as a national chain. However, expense alone is not a sufficient justification for failing to make adjustments.
Enforcement
Failure to comply with these duties constitutes "unlawful discrimination," which can lead to legal action, with claims generally required to be brought within six months.”
“Ordered a few times had an issue with Ariat wellies that failed after wearing 16 times. They said out of warranty which is a year but who wears wellies in the summer ? Simply don’t care no customer service at all please don’t buy from them, they don’t care ! It could be they stored the boots wrongly before sale but they couldn’t care less DO NOT BUY FROM THIS WEBSITE”
“Please avoid using this company for online orders, they do not listen when you tell them you need a certain delivery date as nobody would be available.
I was expecting a pair of boots to be delivered tomorrow as no one home to accept them, they were sent today I had to rapidly find out if my brother was home and change the address . Even after having confirmation of address change the parcel was delivered to wrong address .
Bare in mind I have my job to do.
I called DPD that was a total waste of time, called hope valley spoke to a girl called Grace the girl I spoke to about the order and delivery date on Monday . Grace decided it was my fault she put the delivery date of Thursday and why they came today. I asked for a refund so I can go and get a pair of boots after work it was refused, I was told they would contact DPD and get the parcel re delivered.
Problem here like I had explained to Grace on the original call I needed to boots for the weekend. Grace totally blanked me like she put me on mute,I was talking and she had what seem liked walked away from the phone.
I was then put through to her colleuge that was as helpful as a wet tea -towle she came across rude and because I point out the rudeness of her and Grace she told me she was hanging up . I rang back as I need to know what is happening with my refund and they will not pick up the phone.
Apparently no one in the store can deal with refunds as Judy the manger and Owner is away, so what I would say is be careful because if you end up needing a refund you could be waiting sometime.
If this dose not get resolved I will be speaking with trading standards , and no it's not as easy as just getting them from the address they have been delivered too .
I will never use Hope Valley again just shocking , Judy if you are reading this please contact me ASAP”
“Just don't please use this company. They don't care about their customers. I placed an order for two items that were in stock, after chasing for a week and a half i was told one of the items was out of stock and would i take a substitution. I said yes, expecting them to be shipped.
Chased three days later to be told, "they may ship early next week"
Just don't use this company.”
“Ordered on 5 November - chased on 10 November as not showing on my account. Customer Service person said delayed. Chased several times to be told on 17 November one item was out of stock. Confirmed substitute item to and then on 21 November told 3 to 5 days. Fingers crossed I hope to receive my order on 27 November but not overly optimistic. Would not use this company again.”
“Ordered 4 items (totaling over £100) on the morning of the 4th of September and received order confirmation quickly, and shipping confirmation later that same morning of the 4th. I was contacted 8 DAYS later on the 12th of September to be told my order had in fact not been shipped at all, and that one of the rugs was out of stock and would I accept a swap for another rug (£10 less in value). Completely unapologetic and accept no responsibility, avoid for online orders 100%.”
