A Build-A-Bear Workshop employee has been suspended following a disturbing incident where she was filmed mocking a customer's assistance dog, sparking outrage across social media and disability advocacy groups.
The confrontation occurred at the popular toy retailer's Manchester location, where staff member Charlie Kirk was captured on video making disparaging comments about a legitimate service animal. The footage quickly went viral, drawing widespread condemnation from viewers who described the behaviour as "disgraceful" and "discriminatory".
Viral Video Sparks Outrage
In the now-viral clip, the staff member can be heard questioning the validity of the customer's assistance dog despite clear evidence of its trained behaviour and proper identification. Witnesses reported that the situation escalated unnecessarily, causing significant distress to both the dog owner and other customers in the store.
Build-A-Bear Workshop has confirmed the employee's immediate suspension pending a full investigation into the matter. A company spokesperson stated: "We take this matter extremely seriously and are conducting a thorough review of the incident. We deeply apologise to the customer affected and reaffirm our commitment to inclusive service for all guests."
Disability Rights Groups Respond
Disability advocacy organisations have expressed alarm at the incident, noting that such confrontations create significant barriers for people with disabilities. "Service animals are medical equipment, not pets," emphasised one rights campaigner. "This type of discrimination prevents people with disabilities from participating fully in public life."
The incident has prompted calls for better staff training across the retail sector regarding disability awareness and assistance animal rights. Under UK equality legislation, businesses must make reasonable adjustments for disabled customers, including welcoming properly trained assistance dogs.
Social Media Backlash Grows
Online reaction has been swift and severe, with thousands of social media users expressing support for the customer and calling for stronger protections. Many have shared their own experiences of discrimination while using service animals in public spaces.
Build-A-Bear Workshop, known for its family-friendly image and customisable stuffed animals, now faces significant reputational damage. The company has pledged to review its staff training protocols and implement additional disability awareness programmes across all UK locations.
As the investigation continues, disability advocates are urging other retailers to use this incident as a learning opportunity to improve accessibility and ensure all staff understand their legal obligations under the Equality Act 2010.
