On August 1, I visited your San Francisco store with my family. I am a mother living with diabetes and currently use a mobility scooter. My 16-year-old daughter has Down syndrome and cannot safely remain in long lines due to her disability.
When we arrived, I asked the staff if your store offered any accommodations under the Americans with Disabilities Act (ADA). The staff told me they were unfamiliar with the ADA, and after I explained my daughter's disability and my mobility limitations, I was told no accommodations were available. We remained in the long line outside, and my husband and I had to take turns walking our daughter around the block to keep her safe. During this interaction, a security guard told me I was "lying" about the ADA, which I found disrespectful and discriminatory.
What was even more upsetting was that my 16-year-old and 10-year-old children were allowed into the store to shop, but I was not allowed to enter to supervise them or review their purchases before paying. Since it was my first time visiting your store, I expected to be able to accompany my children, see what they had selected, and complete the purchase inside. Instead, a security guard brought a payment device outside and told me I could only tap my card and "keep it moving." When I asked if I could at least see the items my children were purchasing before paying, I was told no.
As a parent, I believe I have the right to supervise my minor children's purchases. Being denied entry while my children were allowed inside made me feel that I was treated differently because of my mobility limitations. I felt embarrassed, excluded, and disrespected.
I understand your store is busy, but all customers deserve to be treated with dignity and respect. I hope you will review this incident, provide ADA and disability-awareness training to your staff, and ensure that customers with disabilities and their families receive appropriate accommodations and respectful service.
Thank you for your time and consideration. I look forward to your response. read more