The Range complaint: INJURY IN STORE BEHAVIOUR OF A MANAGER

My complaint:

Good Afternoon
My wheelchair bound partner and I went into the Maidstone branch of THE RANGE around 1300 hrs this afternoon (Wednesday 20th July 2022) and whilst we were searching for an item a member of staff was pulling a pallet around the aisle corner. I was pushing my partner in her wheelchair when 3 heavy bins fell off the pallet and landed on my right foot. I received no apology from the member of staff who did this. I was then told to sit and wait in the coffee shop area of the store whilst a manager was contacted.

A female called Molly arrived stating she was a manager, she made a comment ‘at least your leg wasn’t chopped off’ and told me it wasnt worth putting this incident in their accident book, Bearing in mind my partner is in a wheelchair after having a partial foot amputation I found this remark extremely insensitive and totally unacceptable. My partner just wanted to get out of the store as quickly as possible as she was very upset by this. I appreciate the manager wouldn’t have known what my partner’s disability was however as she is quite young this caused her great upset and distress.

The manager told me that the person responsible is not a regular member of staff but surely the least they could have done is come over to me and my partner and apologised,

What if this had happened to a young child ?

I feel absolutely disgusted at the way this was seemingly dismissed as a joke. My partner and I shop in THE RANGE on a very regular basis but after this will be shopping elsewhere.

I fully appreciate staff have to replenish the shelves but couldn’t this be done before the shop opens. The aisles in the Maidstone store are not very wide anyway and it can be very difficult in trying to manoeuvre a wheelchair around

I work in the emergency services and am very tempted to report this matter to the police if I do not receive a satisfactory response to this matter,
I am pretty sure you would not like to receive any negative publicity at a time when people do not have a large amount of money to spend in a store like THE RANGE.

Suggested solution:

I expect a full written apology from someone in authority as well as some form of compensation due to the upset this incident has caused. Also I want an assurance that disabled people have just as much right to shop in your store as able-bodied people and more provision should be provided for disabled persons (wider aisles, wider doors, ramp access etc)