Walmart Faces Backlash Over Treatment of Disabled Shopper with Service Dog
A Walmart shopper in Albany, New York, has accused store employees of stalking and harassing her because her certified service dog was not on a leash, in what she describes as a clear violation of the Americans with Disabilities Act (ADA). Crystal Pratt, who uses a mobility scooter due to multiple cancers, surgeries, and mobility limitations, entered the Walmart store with her golden retriever, Bella, when the confrontation began.
Confrontation Over Leash Requirements
Pratt told the Daily Mail that immediately upon entering, a greeter in a winter coat approached Bella. Pratt, who relies on the dog for assistance, instructed the woman to step away. She was then repeatedly ordered to leave the store because Bella was off-leash. Pratt emphasized that the ADA explicitly permits service animals to be off-leash when a handler's disability prevents using one, a point she reiterated multiple times during the ordeal.
"They just kept yelling from across the aisles that she needed to be on a leash," Pratt said. "I must have told them a dozen times to look up ADA FAQ 27. They refused."
Incognito Employees and Escalation
Pratt became confused as the employees confronting her were not wearing Walmart uniforms but winter jackets, leading her to believe they were aggressive customers. However, they identified themselves as members of Walmart's Asset Protection team, who often dress incognito. According to Pratt, as many as five employees trailed her through the store, recording her while demanding she leash Bella or leave.
In response, Pratt began recording them and called the police. By the time officers arrived, she was at the checkout. Instead of intervening on her behalf, police told her they were obligated to escort her out because Walmart wanted her removed for trespassing—a request she said came after she started filming.
Bella's Training and Essential Role
Bella, officially certified in 2023 by All Dawgs, an Albany training center specializing in service animals, has been trained to perform critical tasks for Pratt. These include:
- Retrieval: Helping Pratt pick up items she cannot reach due to her mobility limitations.
- Blocking: Standing between Pratt and others to prevent her from being knocked over, given her limited muscle tone post-surgeries.
Pratt explained that Bella retrieves groceries from low shelves, brings her cane when it's out of reach, and even assists on beaches by carrying the cane from shore to water. "Bella's work is essential to my independence—not optional and certainly not recreational," Pratt stated, highlighting her reliance on the dog after multiple cancer treatments.
Aftermath and Legal Action
Pratt said the incident ruined her trip, as she was unable to finish shopping for a small gift for her younger sister, who is battling metastatic breast cancer. "I just wanted to get something to cheer my sister up," she lamented, noting that lotions were locked behind cabinets and no assistance was offered.
She is now seeking legal help, having contacted Disability Rights New York and planning to file a complaint with the state's Division of Human Rights. Pratt cannot afford a private attorney but aims for public education as much as personal vindication. "People bring emotional-support animals into Walmart all the time, and I understand why employees get suspicious," she said. "But there's a huge difference. Once a customer says it's a service dog and explains the task, they need to back off unless the dog is out of control. Bella wasn't."
Community Response and Walmart's Stance
Commenters on local news stories backed Pratt, with several claiming to be Walmart or Sam's Club employees attesting to Bella's good behavior. However, Pratt also faced personal attacks on social media, including jabs about her weight and insults on her personal Facebook page.
Pratt believes Walmart should apologize and even send a gift to her sister. "I don't think that's unreasonable," she said. "They ruined the entire trip." The Daily Mail has reached out to Walmart for comment, but no response has been reported at this time.
