From what you’ve written here, this sounds more like a “manager is being an ass” issue than a company-wide issue. It would be interesting to see if you had a similar experience in several Urban Outfitters stores, perhaps as a “secret shopper” who is paid to make sure each one is ADA compliant and whose managers/staff are not acting like petulant children. (In the above case, it would be the manager, but not the staff.)
The store having excessive stock but no place to put it: that’s just logistics and once again a managerial issue. It’s a problem when people get too comfortable with a certain paradigm that they begin to cut corners and begin to expect an unjustified entitlement. The manager using the disabled room as storage for instance. I’m sure you’ve experienced this repeatedly with those who are abled and differently abled alike: it’s not confined to a single demographic, it occurs regularly across all of them.
