Difficult to access and move around the store in a wheelchair
1.5
1.5
Date of visit: January 2015
I am a carer or friend of a disabled person. I have experience of challenges around: moving around
Overall Rating
Poor
WH Smith in Letchworth is centrally located. It is not easy to get in to for wheelchair users - the doors are heavy and awkward to open wide enough to get a wheelchair in (no automation or button to call for assistance). Once inside the store layout is also a challenge. The aisles may be technically wide enough to get a wheelchair (or baby buggy down) - but in reality the additional stands at the end of pretty much every aisle make it virtually impossible to move around the store. When we visited with a wheelchair at least 4 aisles were completely inaccessible.
Disabled Access In and Around
Bad
Getting in to the shop is a big challenge, the weight and width if the doors mean that assistance is required for wheelchairs to get access. It is hard to get staff to help as there is limited visibility from the counter (blocked by shelves if stock on sake), no bell or button. Once inside it is very difficult to move about the store as there is too much clutter (lots of additional sales racks blocking aisles). This is particularly bad at Xmas.
Parking & Transport
Good
The store is in the town centre and has some on street parking nearby. Car parks are not far away with level paved access.
Accessible Toilets
0No toilet on premises for use by the public , as it's a small store.
Staff
Poor
The store is often busy with a queue of people waiting to be served. It is difficult to get the attention of staff for assistance (eg with the door, or to move clutter to allow access around the store). There does seem to be awareness of the access regulations, but no evidence that the store design is being planned in practice for wheelchair users (at least not once all the additional promotional stands are in the store).
