A Build-A-Bear employee has been suspended following an incident involving a service dog at a store in California. The worker reportedly refused to allow the dog, named Mushu, to accompany its trainer during the toy-making process, despite the animal being in training as a service dog.
The incident occurred last week when Kathryn Eland, Mushu's trainer, visited a Build-A-Bear outlet in Santa Rosa. Mushu, who is training with Perfect Fit Canines, was selecting a teddy bear as part of his training. However, a staff member intervened, leading to a confrontation.
Eland shared a video on Instagram showing Mushu choosing a cream-coloured bear and watching it being stuffed. The clip went viral, but the employee's actions prompted an investigation. Build-A-Bear confirmed that the worker has been suspended pending a review of the store's policies regarding service animals.
Mushu, a nine-week-old puppy when training began, is expected to complete his service dog training this summer. He will then be placed with a child with a disability, assisting with tasks such as retrieving items from shelves.
Build-A-Bear stated that it is committed to accommodating service animals and is reviewing its training procedures to prevent similar incidents. The company apologised to Eland and Mushu for the inconvenience.
