Sheffield shopper refused entry to Lidl with carer because she did not ‘look very disabled'

The 30-year-old has contacted the Lidl HQ and received a letter of apology following her experience at the supermarket chain’s Stocksbridge store.

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Lidl also enclosed a £5 voucher with the letter, in which the company said it ‘apologies for any upset caused’.

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Shopper Chantelle has Hereditary Spastic Paraplegia, which causes pain, balance issues, legs spasms and muscle stiffness and weakness.

When she queued for entry to Lidl with her carer on Tuesday, April 21, they were denied entry together because of social distancing measures.

Because Chantelle is unable to shop alone, the pair left but then saw an elderly couple allowed in together and challenged the member of staff manning the door.

She said: “I told them that I was with my carer but they said we were not allowed in, so I thought ‘well they must be the rules,’ so we left because I cannot shop alone because of my condition, but then we saw an elderly couple being allowed in.

“When we asked why that had been allowed and when I explained about being disabled and needing my carer, I was told ‘you do not look very disabled’.

“What is ironic is that there is a sign in the shop window saying ‘not all disabilities are visible’.

“When I explained about my condition the member of staff said his partner has something similar and that is what upset me as he should know better.

“They sent me a £5 voucher but even if they had sent me £500 it would not have made any difference. I want Lidl to make sure this never happens to anyone else.”

Lidl said: “Our store teams take pride in providing additional assistance to customers who need it. We also understand that it is not always possible to shop alone, and allowances should always be made for those that need to be accompanied by someone to support them.

“We were therefore extremely sorry to hear that this wasn’t the case on this occasion.”