Frustrated customer feels hmv 'don't care'

EXCITEMENT to visit one of Metrocentre’s latest store openings quickly turned to disappointment for a mum and daughter when they discovered that the shop had no disabled access to the upper floor.

- By NICOLE GOODWIN Reporter

Carolyn Storey and her daughter Charlotte had been looking forward to visiting the new hmv store, which recently relocated to Metrocentre’s Blue Mall.

The 6,673 sq. ft store is one of only five in the UK to contain a bookstore, situated on the upper floor of the new shop. But this can only be accessed by stairs in-store, meaning disabled customers, people with limited mobility, and those with pushchairs are prevented from browsing the bookstore if they're unable to manage the stairs.

Carolyn, from Chester-le-Street, said: “I never ever imagined finding a shop in 2025 with no disabled access at all, it beggars belief.

“It’s a massive company, it’s not like it’s a tiny family-run business. There's no excuse.”

Carolyn has been a wheelchair user for around 14 years due to several degenerative illnesses which are causing her spine to “crumble in on itself”.