A RETAILER, which tried to scrap plans to improve disabled access at one of its high end stores, has "lost the trust" of customers after choosing to delay the installation of a platform lift until the Christmas trading period is over.

Sports Direct, which owns luxury-retailer Flannels, previously suggested disabled customers at its Crown Street store in Darlington must "make themselves known at the entrance" in a request to omit disabled access.

Earlier this year, planning officers at Darlington Borough Council rejected the firm's request, describing proposals to make disabled customers enter via a busy stock room, "unreasonable and unjustified".

In August, it was revealed that Sports Direct had given the council a "written undertaking" that it would adhere to its planning conditions and install disabled access by the end of October.

But last night, disappointed customers living in Darlington said the firm would need to "win back the trust" of the town after it was revealed installation would be delayed until after the "busy trading period".

Gordon Pybus, chairman of the Darlington Association on Disability, told The Northern Echo: "It’s not satisfactory, that it hasn’t been done. It wasn’t done in the first place.

“They knew they had to do it in the first place, it just looks really bad for the company themselves that they can ignore the general public and their customers.

"As a wheelchair user I can image how other wheelchair users feel and anybody else who can’t access the store using steps.

"To be told that if they need to go into the shop they have to go around the outside and in through the stock room.

"This is from a company that can well afford to have done it in the first place – it is just not acceptable."

The Northern Echo:

The self-contained Flannels unit only has step-access Picture: JIM SCOTT

Nicholas Nash of Darlington said questions need to be asked to find out why the retailer had not met the October deadline.

He said: "They had until October and now they are waiting until after the Christmas period, next year.

"It's taking the mickey really because I don't understand why they couldn't have done it before.

"Over Christmas they could get money from everyone – but they won't as they're losing customers who can't go in because of their disability.

"They aren’t sticking to their guns. They need to get the trust back from the public and if they don’t then the council should shut the store down.”

A spokesperson for Darlington Borough Council said: “An agreement has been reached with the company that the lift will be installed in January to minimise disruption during the busy Christmas trading period.”

  • The Northern Echo contacted Sports Direct and had not received a response at time of publication.