Seven supermarket chains have introduced inaccessible fridges in their stores, say disabled shoppers

Disabled people from across the country have raised concerns about how seven major supermarket chains have introduced inaccessible fridges to stock fresh food in their stores.

Disabled shoppers have highlighted stores run by Aldi, Asda, Lidl, Morrisons, Sainsbury’s and Tesco, which they say have all introduced the chiller cabinets in recent months following refurbishments.

They spoke out after last week’s Disability News Service (DNS) news story which reported how Co-op was accused of discrimination after installing chilled food cabinets with inaccessible doors, preventing many of its disabled customers accessing fresh produce such as fruit, vegetables, milk, cheese and meat.

So far, none of the seven chains have confirmed whether they consulted disabled people before installing the chiller cabinets; whether they had carried out assessments of their impact on disability equality; how many of their stores will eventually be affected; and whether they believe their actions are discriminating against many of their shoppers.

One wheelchair-user posted a picture on Twitter of an inaccessible chiller cabinet in an Asda store on the Isle of Wight, and said: “I had independence to shop. These doors stopped it.”

Another disabled shopper said: “All of them are seemingly going this way. Both Asdas near me now have doors.

“I get that it’s probably to conserve energy which I appreciate but it shouldn’t be at the expense of disabled people being able to buy freaking food. Ever.”

Disabled campaigner James Ingram said a large Sainsbury’s had installed chiller cabinets with doors as part of a major refurbishment in north London, which was “actively disabling customers”.

Another disabled shopper said on Twitter: “The Aldi nearest to me has them and I’ve been forced to swap to another branch as they are inaccessible for me.

“Just hoping that that one doesn’t install them too.”

And a disabled former Co-op staff member said: “I worked in a Co-op for 15 years, went back last year to my old store and found a lot of it is inaccessible to me in a power wheelchair now. Made me sad tbh.”

Vikki Walton-Cole, co-chair of Surrey Coalition of Disabled People and a powerchair-user, complained to Sainsbury’s after it introduced the new fridges in its store in Cobham.

She told the store in a complaint email: “Previously I could park up parallel to a cold item shelf, raise my wheelchair and reach to the side to select the item I wanted.

“I have been happily shopping in this way since 2022 when I was given this current chair and my independence greatly improved.

“I was therefore shocked, frustrated and dismayed that Sainsbury’s have decided to remove this ability from me and disable me further in their stores, and have moved into Eco Ableism with their new store designs.

“Adding doors onto all the cold item cabinets requires someone to have two full strength working arms to open and select an item.

“Additionally it prevents a wheelchair user from getting close to the shelves, having only the ability to go in forwards and therefore be unable to get physically close to the shelves.

“That is if a wheelchair user can even open the doors which I was unable to do.”

But Sainsbury’s refused to provide any equality impact assessment it might have carried out; failed to say if it would halt any ongoing plans to introduce the cabinets until an investigation had taken place; refused to share any access advice it had received; failed to provide contact details for its legal department; and failed to promise to ensure every aisle with the new fridges had a staff member available to assist a shopper who needed help.

Instead of answering these questions, a Sainsbury’s manager told her to “seek your own independent advice” if she remained “unhappy”.

Walton-Cole told DNS: “Whilst I appreciate that I can, and do, shop online, sometimes I like the independence of popping in to pick up anything that we forgot or wasn’t available online.

“This is quickly being swept away and I am reliant on there being enough staff to assist me, which I wasn’t before.

“I’ve seen some places do sliding door cabinets, which were slightly better in that you could at least get a bit closer (provided there were no low-level displays).

“But there needs to really be a solution that disabled people are included in finding.

“We also don’t want a climate emergency but not at the expense of us being totally excluded from basic everyday living.”

So far, not one of the seven chains – Aldi, Asda, Co-op, Lidl, Morrisons, Sainsbury’s, Tesco – has said if it consulted disabled people before installing the chiller cabinets; whether it had carried out assessments of their impact on equality; how many of its stores will be affected; and if it believes its actions are discriminating against disabled people.

One chain, Asda, had not commented at all by noon today (Thursday).

Despite the complaint lodged by Walton-Cole, Sainsbury’s claimed in an email to DNS that no problems had been reported with the new fridges.

A Sainsbury’s spokesperson said: “This style of chiller cabinet is currently in a very small proportion of our stores and the needs of our disabled customers were factored into their design.

“We also continue to provide our assisted or accompanied shopping service to anyone who would like support.”

It said it had installed vertical handles on the chiller doors, rather than putting them at a single fixed height, for accessibility reasons.

Aldi claimed its cabinets complied with the Disability Discrimination Act – which is now nearly 15 years out of date – and were made of lightweight material, and that it had widened its aisles to ensure room for customers to pass while the doors are open.

Aldi said in a statement: “Making our stores accessible and inclusive for all customers is important to us and our store colleagues are always on hand to help any customers who may need further assistance.”

Morrisons said in a statement: “We have colleagues around the store to offer assistance to customers where necessary.”

Tesco said in a statement that “all customers can ask a colleague if they need any assistance” and added: “We have been installing doors on our chiller units as one initiative to move us towards our zero emissions target.

“Our design standards governance team evaluate the impact of any changes to our stores that may impact on the customer shopping experience.

“We will continue to note customer feedback and keep these changes under review.”

A Lidl spokesperson said: “Where we have doors in place, it’s to preserve the required temperatures, as is standard across the industry.

“Our doors feature long, easy-to-grip handles positioned at a convenient height and are designed to be lightweight, making them easier to open.

“Additionally, the glazed doors also deliver energy savings of up to 40 per cent, helping us reduce our scope one and two emissions.

“Should any customer require support, we have assistance bells at the front of our stores that alert a team member.

“Careful consideration is given to the accessibility needs of our customers during the design of our stores, and we make adjustments wherever reasonable and possible to ensure a pleasant and accessible shopping experience.”

Co-op has still refused to answer key questions about the chiller cabinets (pictured) for the second week.

It claimed it worked with “disability organisations to guide us to do the right thing” and that measures it had taken included “ongoing colleague training to provide help and advice to any customers requiring assistance, clear signage at key locations on how to request assistance, and reviewing product placement”.

A Co-op spokesperson said: “These steps sit alongside collaboration with accessibility consultants including aims to proactively identify further enhancements in our stores.

“Where energy saving chiller doors have been fitted, it is to cut our emissions and reduce carbon, to help us reach climate targets.

“However, we are committed to actively participating in wider industry discussions and prioritising designs that reach a balance of both meeting stringent sustainability targets and helping our valued customers who have accessibility needs and requirements.”

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