A New York woman says she felt harassed by Walmart employees while shopping with her service dog at a store in Albany.
Crystal Pratt said workers repeatedly shouted at her from across the supermarket aisles because her golden retriever, Bella, was not on a leash. Pratt, who uses a mobility scooter and has undergone multiple surgeries in recent years, said Bella is trained to help her retrieve items she cannot reach.
According to CBS affiliate WRGB-TV, Pratt had previously completed paperwork confirming Bella’s status as a service animal. She said she was approached by several employees — whom she claims were not wearing ID badges — and was told multiple times that the dog needed to be leashed. Pratt eventually called police during the encounter.
“They just kept yelling from across the aisles that she needed to be on a leash,” Pratt told the Daily Mail. Officers arrived while she was at the checkout area, and she was later escorted out of the store.
Under the Americans with Disabilities Act (ADA), service animals are generally required to be harnessed or leashed. However, there is an exception if a person’s disability prevents them from using a harness or leash. In those cases, the handler must maintain control of the animal through voice commands or signals.
The ADA also limits what store employees are allowed to ask about a service animal. Staff may ask only two questions if the animal’s purpose is not obvious: whether the dog is a service animal required because of a disability, and what tasks the dog has been trained to perform. Employees are not permitted to ask about a person’s disability, request medical documentation, or require a demonstration of the animal’s tasks.
In a statement to WRGB, a Walmart spokesperson said, “Walmart values every customer interaction and is committed to providing a welcoming, inclusive and respectful shopping experience for all. Service animals are welcome in our stores, and we are committed to following ADA guidelines and applicable state laws.”