Stop & Shop review: ADA customer service 1

To Whom It May Concern,

I am submitting this formal complaint regarding consistent issues with the treatment I and other disabled customers experience at the Atlantic Terminal, Brooklyn, NY location. My most recent encounter, which occurred on Sunday evening, November 3, 2024, highlights ongoing discriminatory practices that violate the Americans With Disabilities Act (ADA) standards of equal access and fair treatment.

As a paralyzed customer who uses a wheelchair, I require assistance in placing items on the counter, as I am unable to hold multiple items at once. Upon approaching the customer service desk, I requested help but was met with hostility from an employee named Dante. He refused to assist me, loudly stating that he would not help and instructing me to go to another register. When I requested to speak with a manager, Dante replied dismissively that he “didn’t care” and continued to ignore my request, leaving me waiting for 45 minutes. During this time, neither Dante nor any other team member summoned a manager, effectively abandoning me and two other customers at the customer service desk.

During this experience, I approached four additional employees who were nearby, laughing and conversing. When I asked for assistance, a woman named Toya told me to go to register 16, disregarding my request to speak with a manager. At no point did she identify herself as one, and she insisted that I disclose the nature of my disability—an inappropriate and unnecessary question under ADA law. Eventually, another employee intervened and instructed Toya to check me out, which should have been done without causing any unnecessary distress. The situation escalated with multiple employees speaking in raised voices and making inappropriate remarks, including Toya’s statement that she “can’t with disabled people.”

By law, I am entitled to equal treatment without having to disclose my disability to receive service. I should not have been subjected to such hostility, raised voices, and refusals to assist. The lack of response to a basic request for a manager, along with the refusal of assistance, violates the principle of fair and equal treatment mandated by the ADA.

In addition to these incidents, I frequently struggle at this location to receive assistance retrieving items from shelves, often having to spend up to an hour seeking help. I was informed to request assistance at the customer service desk, but the poor treatment and reception there are unacceptable.

As a 65-year-old man who relies on a wheelchair, I expect and am entitled to dignified, respectful service. It is unacceptable that others with disabilities—must endure discriminatory treatment and neglect from staff who are obligated by law to provide equal service to all customers.

I respectfully request that your company investigate this matter promptly and address the discrimination and accessibility issues at this location to ensure compliance with ADA standards.

Thank you for your attention to this matter. I look forward to your response and a commitment to remedying these issues.

Sincerely,
Tyree Stanback