Zero stars - I was not able to get into the shop
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Date of visit: October 2022
I am a disabled person. I have experience of challenges around: accessing toilets and moving around.
I use or have experience of: disabled toilet
Overall Rating
Bad
I was not able to get into this shop. Ryman did not benefit from my custom. I was hoping to spend a decent amount there. I spent zero. Zero stars for this branch.
Disabled Access In and Around
0There are two steps up into the shop (see my photo below). There is a sign obscured behind a pillar, which it took me a long time to spot (see my other photo below), and on it is a wheelchair symbol and the words "For assistance, please ring the bell". There is a worn spot on the sign where a doorbell button used to be, but the doorbell button is not there any more. Eventually I was able to summon a member of staff by banging on the window and waving. I told her that the doorbell button was missing. In response to this she laughed in a mocking way, which I found very shocking. She didn't apologise for the absence of this doorbell button, she just laughed. She then fetched a ramp. The ramp is totally unfit for purpose. It's rubbery, flimsy, too short, and doesn't sit firmly on the top step. It's dangerous, it's an accident waiting to happen, and I refused to expose myself to the risk of such an accident by attempting to use it. So I was not able to get into the shop. Zero stars.
Parking & Transport
Good
The nearest station with step free access is Hampstead Heath, part of the London Overground network, which is about 0.7 miles away. Check before you travel - the lifts at this station are notoriously unreliable. A few buses serve the centre of Hampstead - routes 46 and 268 go past this shop.
Accessible Toilets
0As I was not able to get into the shop, I wasn't able to find out anything about any accessible toilet.
Staff
Bad
The member of staff I dealt with was brusque and her mocking laughter, coupled with her lack of apology or concern, when I complained about the missing doorbell button, was really appalling. She very unwisely tried to persuade me to use the dangerous, not-fit-for-purpose ramp. To her credit, she also offered to bring to me (outside the shop) any individual items I could identify for purchase, but I wanted to browse and choose numerous uncertain items, so this wasn't a suitable approach.
Additional Information
Ryman, please get a suitable, safe, fit-for-purpose ramp for this shop, please replace the doorbell button, please test it frequently to ensure it's always working, and please instruct your staff to be more respectful when there are blatant access failures like the missing doorbell button. Laughing at a customer when an accessibility feature is broken or missing is hugely disrespectful, and it's not good for business either.
