I ordered a Henry vacuum. It should have been next-day delivery. Instead, it became thirteen days of exhaustion, humiliation, and being mocked as a disabled person. These are normal difficulties we have navigating neurotypical ableist systems. 1 day delivery for abled, 13 days of shit and no delivery for disabled, meanwhile my entire life clogged up with communication.
The courier dumped it at a random post office without my permission. I told them: redeliver. The response was a loop of copy-paste: “Report it stolen.” Even when I showed proof it was at the post office, they kept repeating: “Report it stolen.” Amazon flagged it as “stolen” and no one would correct it.
Autistic communication patterns make this worse. If a question isn’t answered, I have to ask it again. If someone pastes me the same thing fifty times, I see it as malicious. When companies call themselves “inclusive” yet force disabled people through this, it isn’t just inefficiency — it’s discrimination.
The impact is real. I haven’t washed or brushed my teeth in a year. My toenails are ingrown, my feet have a weird silvery skin and have gone dark in places. Daily life is a battle to have the will to live. My energy — “spoons” — is rationed. Each useless exchange drained all of them. Once spoons are gone, the day is gone. Bed, depression, nothing else. Two full recovery days were lost after being humiliated on the phone. Writing this article is another. Re-ordering from Numatic is another, along with the anxiety that the same courier will dump it any random place he feels like again.
I just wanted to clean all the shit off the floor from the stupid amount of take aways I am buying because I am unable to make food for myself.
Accessibility channels are a sham. Amazon ignored their own accessibility email. DPD forces you to dig through PDFs for an address, then replies you’ve used the wrong one. They rope you into “case reviews” you never asked for. Avern Cleaning sent one dismissive note, dated 15 Sept 2025 14:35:
It is your prerogative if you want to report us to Trading Standards & Amazon, but unfortunately this will not get delivered today as it as been delivered to a neighbour , there is no correspondence from yourself to say that we cant, , I will get this collected and returned to us, once it has been we will refund you in full as we do not want to let you down again, we can not offer any form of compensation as we only make £ 10 per machine and we have lost this as its cost us £ 6 to deliver and £ 14 to get this collected. Sorry once again
Jorden Reeves from Avern Cleaning mocked the harm in the recorded call. After ignoring every message I had sent, they tried to immediately get me off the phone. When I asked for escalation, they told me to “message through Amazon.” which they have ignored for a week. I had to invoke the Equality Act and state my disability just to be put through to a manager who then mocked me and slammed the phone down.
Because we don’t always recognise sarcasm I assumed his comment that “it must be terrible to have harm from ordering a vacuum cleaner” was serious but slightly odd, its only afterwards did I realise he was mocking me. Note he puts the phone down before I have even finished the sentence. From what I can tell he says “You won’t be getting it, so good luck with that one”, implying again that their policy trumps equality law, and that what he says is above the rulings of an English Judge. This is completely normal and most companies operate like this tbh, even organisations who have to obey the PSED behave like this, because they know most disabled people don’t have the resources or ability to deal with the deluge of even more communication required by equality failures.
Amazon’s final reply summed up the contempt:
Hello,
Unfortunately, we do not compensate for these incidents as we prefer to work to correct any inconsistencies in our processes and refund has already been processed for 026-0847904-5788320.
We offer our sincere apologies for any inconvenience caused…
That is not apology. It is a liability shield. They frame compensation as “policy” instead of law. They shut the door with “refund already processed, no compensation.” Legally, they don’t get to decide that. Only a judge can. By pre-emptively declaring “we do not compensate,” they imply their internal rule overrides statutory rights.
The reality is clear:
– Companies present “no compensation” as final.
– In law, only a court decides damages.
– Corporate time is treated as valuable; disabled people’s time is treated as worthless.
This wasn’t about a missing vacuum. It was about thirteen days stolen from my life, spoon by spoon, by systems that call themselves accessible while grinding disabled people into silence. Unfortunately this is the norm and is why I no longer want to speak to anyone. Compensation is not theirs to deny. Justice does not belong to Amazon or Avern’s policy team.
Every day I spent two hours locked in the same loop. The “accessibility team” would answer, then say: hold on, I’ll pass you to a specialist. The specialist would disconnect or repeat the same script, refusing to read or listen. It’s possible none of them were human at all. Each transfer reset everything — back to “it’s stolen” — and I had to start again. Once, I nearly broke through. One agent seemed to care, we were minutes from sorting it, then he said I’ll connect you to a specialist. The next voice repeated the same robot line and cut me off. The exhaustion and frustration of that cycle was another deliberate kick while I was already down.
Just the constant emails telling me to report it stolen are enough to show the negligence:
Never mind the endless live chats where I was repeatedly cut off without anyone bothering to read what I said.
When asking for a SAR with that specific data they ignored me of course. They sent 100 folders of useless crap. Everything EXCEPT the evidence itself.
