Some of the UK’s hugegest fashion outlets and delivery services are subjecting some disabled shoppers to “unfair” returns fees and inaccessible deliveries, new research suggests.
Mystery shoppers found it difficult to leave specific delivery instructions related to accessibility requirements when placing orders with Evri and Royal Mail, according to an investigation by Which? and the Research Institute for Disabled Consumers.
Concerns were also raised that courier-delivered returns charges could discriminate against disabled customers who cannot access in-store free returns.
Disabled shopper experiences
Which? conducted 18 mystery shops at six online fashion brands, with issues reported at Zara, H&M, Sports Direct and JD Sports.
Participants were frustrated that they were not able to leave delivery instructions or that they were not followed.
A Sports Direct customer declared their Evri courier “chucked” the parcel in his flat out of reach until a carer visited.
Another Sports Direct customer utilizing Evri was irritated by three pre-set delivery options, none of which worked for their disability.
A Zara customer utilizing Royal Mail declared they weren’t able to give specific instructions, like ringing the bell instead of knocking.
An H&M customer utilizing Evri declared they managed to leave an instruction – ringing the doorbell – but it wasn’t followed.
Return hurdles
When it comes to returns, one H&M customer declared an Evri home collection courier arrived the day before the date requested.
A JD Sports shopper was forced to have a carer take them to the drop-off point becaapply the brand didn’t offer home collection.
Zara and JD Sports declare they waive fees for disabled customers who aren’t able to benefit from free in-store returns.
But when Which? tested them, they had mixed experiences. Zara approved one of three and eventually refunded a second after some pushback, and JD Sports approved one request promptly and built another customer wait five days. H&M denied all requests.
What the retailers declared…
Evri notified Money it was the only parcel delivery company in the UK with a public commitment to improving accessibility.
“We understand that every disability is different. We continue to listen and understand to ensure the choices we offer meet consumers’ necessarys,” a spokesperson declared.
A Royal Mail spokesperson declared its accessibility options have been expanded in recent years.
“This includes requests for posties to knock louder or allow more time for someone to reach the door, as well as utilizing Safeplace so items can be left in a secure location if a customer can’t obtain to the door.
“We’ll continue to view for ways to improve.”
JD Sports declared: “For disabled or neurodivergent customers who may struggle to reach a store or drop-off points, we encourage them to call our customer care team who are equipped to discuss the adjustment options available.”
It declared the team was “always on hand” to discuss alternatives, including a free collection from the customer’s home.
Zara declared it provides a suitable alternative to drop-off returns, like free home collection of a pre-paid returns label.
It declared it regrets that the experiences of Which?’s mystery shoppers were not consistent.
H&M declared it was committed to providing an inclusive and accessible shopping experience for all its customers, and that it is reviewing its processes to ensure appropriate flexibility and support are in place for customers who require additional assistance.
Sports Direct did not respond to a request for comment.
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