Elderly Shopper Claims Discrimination Over Emotional Support Dog

An elderly shopper in Torquay has expressed her intention to boycott a Sainsbury’s store after being told that her emotional support dog was not permitted inside. June Carpenter, who has disabilities, was reportedly approached by store management while shopping for groceries on a recent visit. Management informed her that a complaint had been made regarding her rescue Chihuahua, Pacco, who serves as her registered Emotional Support Animal (ESA).

June and Pacco had been frequent visitors to the store for the past ten months without any prior issues. The pair had developed a rapport with many of the staff members, who often engaged with Pacco. However, during this particular visit, a manager insisted that they leave the premises due to the store’s policies. Despite June’s attempt to pay for her items, a second manager reaffirmed the request for her to exit the store.

Pacco, who provides essential emotional support and companionship to June, is recognized by her general practitioner and is identifiable by an ESA lanyard displayed on his pushchair. Nonetheless, Sainsbury’s maintains that only registered assistance dogs are allowed in their stores for hygiene reasons.

In recounting her experience, June stated, “The place was full and everybody was doing their shopping, but they didn’t take me to one side or anything to explain. A chap came up and said, ‘I’m the manager and you’re not allowed to bring your dog in.'” She added that other shoppers noticed her distress during the encounter.

June explained that Pacco is well-behaved and does not create disturbances. “He has a cleft palate and has barely left my sight since I rescued him two years ago,” she said. She frequently takes him to various places, including hairdressers and local clubs.

The incident has since prompted June to file a complaint about her treatment at the Torquay store, but she reported that the company did not change its stance. “I was made to feel the size of a shilling,” she remarked. “They didn’t even have the decency to take me to one side. I can’t cope without him because I have anxiety, and to me, it was traumatic. I won’t go in shops now.”

June also expressed concern over her ability to visit other establishments, such as Argos and Specsavers, which are located within Sainsbury’s. She emphasized that a company of Sainsbury’s size should treat older customers, particularly those with disabilities, with the dignity they deserve.

In a statement addressing the incident, a Sainsbury’s spokesperson said, “We spoke with Mrs Carpenter last summer following a visit to one of our stores and reassured her that she is always welcome to shop at Sainsbury’s. While we do allow assistance dogs, for hygiene reasons we aren’t able to permit other animals, including emotional support animals, in our stores. Our colleagues shared this policy with her at the time.”

The situation raises questions about the policies surrounding emotional support animals in retail environments and highlights the challenges faced by individuals with disabilities when navigating public spaces.