In July this year. 3 of my friends, plus my better half, visited the local Wetherspoons, The Six Chimneys in Wakefield. They went for a drink, some food, and a catch up in somewhere familiar and easy to get around.
Me and my boyfriend have been there many times and used to go alot until this happened. Neither have my friends either.
I’m not gonna pull any punches. This was disgusting treatment by the member of staff who seemingly has zero commonsense to use with this particular situation. Also the email responses aren’t helpful at all. They are lacking to say the least.
This is about refusal of a Guide Dog.
All four people there were and are, sight impaired. 2 of my friends and my boyfriend use the long white cane, my other friend also has a white cane she uses at times when her Guide Dog needs to rest after a busy day helping her get around independently and safely. Her wonderful Guide Dog called Joey was with her that day.
That seemed to be the problem.
All of them went into the pub, sat down and all ordered food and drinks.
All of them have different eye conditions. Some can read the menu with glasses. Some use the voice tech on our phones to read the menu and other details for them.
My friend who has Joey, was approached by Tom and was asked to produce her Guide Dog Id Card.
Fair enough. Although the website (checked today) mentions nothing of having to have this card to enter the building.
Richard did try his best to establish whether, throughout the complaint, if without the Id card you would be refused entry. Nobody answered the question for him.
She didn’t have the card. Everyone explained that Joey is a trained Guide Dog. He has the harness on stating that he is, indeed, a Guide Dog.
My boyfriend tried to reason with the dismissive staff member. Explaining that they had come many times, Joey was an official Guide Dog. They had just ordered meals and food and wasn’t causing any bother and neither was Joey. He’s such a well behaved beautiful fella is Joey. As all of these wonderful dogs are. I can imagine him just laying down like he does when I see him. Sometimes he’ll make his way to see me and have a well deserved fuss.
They were all asked to leave. Because a card was forgotten. All of them.
They were refused because of Joey the Guide Dog.
The staff member started getting refunds for all of them and cancelling all the orders.
More reasoning and asking why exactly were they being all told to leave, like legally. Morally, well I don’t think that wasn’t even considered.
Where was the commonsense here?
Compassion?
Poor customer service at its finest.
Maybe a ‘Next time please make sure you bring your card, today you can stay’ sort of thing?
On the Weatherspoons website there is a few paragraphs under the tab ‘Do you welcome Dogs?’
This doesn’t state anywhere that you have to produce your card to a staff member to enter. As I’ve mentioned above. I’ve checked this again today and there are screenshots of the website below which I’ll do a Photo Description (PD) and Alt Text for each of them after this rant so you can read what it states there themselves.
The training this staff member had obviously didn’t include any lateral thinking on his part, caring or seeing the situation for what it was. 4 friends just wanting to enjoy their afternoon.
My boyfriend and my friend Luke, emailed wetherspoons to clarify what the rules are and to make complaints after this incident.
They have had the some responses back now. I include Richards emails that he sent and received in this blog post. Although he did ask them to ring him instead as it was easier for him being visually impaired. They didn’t. They emailed instead. So Richard asked them again to ring him putting his phone number (Which I’ve redacted) on the next email, but there’s been zero response to that. Just completely ignored.
Luke said his email seemed to be just an automatic response. That’s how much these people give a crap about their blind patrons. Well not us lot. We haven’t been in there since.
Don’t want to be embarrassed again.
Can we say that these responses that they could be arsed to send, are perhaps Half hearted? Bog Standard? Couldn’t care less? Standard Mandatory Response? Click and Paste Replies?
Weatherspoons. You just ignored the last email sent.
Not good enough Wetherspoons. Not good enough at all.
Just a thought…
The Purple Pound, representing the spending power of disabled people and their families, is worth £274 billion annually to the UK economy. Pubs, restaurants, and clubs lose an estimated £163 million each month because of poor accessibility and customer service. By improving disabled access, pubs can attract more customers, increase revenue, and build a positive reputation within the community.
Assistance Dogs UK (ADUK) works with organisations which provide training for assistance dogs and is accredited by Assistance Dogs International or the International Guide Dogs Federation.
Wetherspoon does not allow emotional support dogs or any other animals in our pubs, hotels, gardens, car parks or on other external areas.
Reason
Wetherspoon’s pubs are busy, with families and children present, and serve a lot of food. Dogs can sometimes behave unpredictably – and some customers may be frightened of, or allergic to, them. In addition, many customers do not like having dogs around when eating.
While dogs with accredited training from Assistance Dogs UK member organisations are allowed entry, Wetherspoon is responsible for its own policies and is not affiliated to, or a member of, Assistance Dogs UK or its member organisations.
Wetherspoons reply to Richard.
Thank you for contacting the Wetherspoon Customer Services team.
I am sorry to read your comments about your recent visit to The Six Chimneys.
We aim to provide high standards and apologise that, on this occasion, we did not meet your expectations.
We can confirm that customers with trained guide dogs are allowed entry into our pubs with their dogs.
We have shared your comments with the pub and area manager, so that they can review them internally and take any appropriate action.
Thank you again for contacting us.
Richards response to Wetherspoons which has been as yet, ignored.
Please call me to discuss, this does not answer my complaint tel (Phone number redacted). U an severe sight impaired and struggle with email.
Regards
Richard
One Vision Blog 