A West Lothian mother has launched a scathing critique against retail giant Aldi, alleging a profound failure in its duty of care towards disabled customers after an incident at its Broxburn store left her and her young son distressed.
Claire Gorman, a mother from Broxburn, recounted the deeply upsetting experience she shared with her six-year-old son, David, who has quadriplegic cerebral palsy and requires the use of a wheelchair. The family's routine shopping trip turned into a nightmare when they found the store's dedicated wheelchair trolley already in use.
A Plea for Help Ignored
Faced with no available adaptive trolley, Ms. Gorman approached Aldi staff for assistance. Her proposition was simple: could a staff member help her by pushing a standard trolley while she pushed David's wheelchair? According to her account, the response was a flat refusal. She was informed that staff members were "not allowed" to aid customers in this manner due to the company's insurance policy.
"I was absolutely stunned," Ms. Gorman stated. "To be told that their insurance wouldn't cover them for helping a disabled child… it just felt heartless. David was so looking forward to going around the shop, and it was heartbreaking to see his disappointment."
Aldi's Response and the Community Backlash
Following the incident, Aldi issued an apology, expressing regret that the family "felt they did not receive the standard of service they would expect." A spokesperson emphasised that the company is reviewing the situation with its Broxburn team and reaffirmed its commitment to "ensuring all customers have a positive experience when shopping in our stores."
However, the apology has done little to quell the anger. The story has resonated powerfully online, with many social media users and disability advocates criticising the supermarket's policy interpretation as inflexible and lacking in compassion. The incident has ignited a broader conversation about the everyday challenges faced by disabled individuals and whether corporate policies adequately serve their needs.
Ms. Gorman hopes that by sharing her story, she will force a change in policy not just at Aldi, but across the retail sector. "It’s about basic dignity and inclusion," she said. "No family should have to go through this. Stores need to be prepared to help, not hide behind rules."
