Macy’s is making headlines for all the wrong reasons after a manager allegedly refused to allow a service dog into the store because it wasn’t on a leash.
The incident quickly went viral on TikTok, where Payton, using the handle @official.service.dogs, shared her frustrating experience. The video has since racked up 2.4 million views.
In the four-minute clip, Payton is seen calmly explaining to the Macy’s manager that the store’s “no unleashed animals” policy violates the Americans with Disabilities Act (ADA).
The ADA clearly states that service animals must be leashed unless the person’s disability prevents it or if the leash interferes with the animal’s ability to do its job.
For Payton, having her dog on a leash would hinder its ability to assist her, which is why it wasn’t leashed.
Despite Payton’s explanation, the manager stood firm, insisting that store policy took precedence. At one point, the manager suggested that Macy’s staff could help Payton and her friend instead of relying on the service dog.
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Payton responded by asking, “Can you sense a medical episode? Can you smell a medical episode?” Moments later, the service dog nudged Payton’s foot, signaling an alert.
The video then cuts to Payton lying on the floor, apparently having passed out, with her loyal dog by her side.
“This is what happens when you harass a service dog team,” Payton’s friend says as the video ends.
The video has sparked a wave of support for Payton, with many commenters criticizing the manager’s actions.
“I don’t think legally they can even question this,” one commenter noted.
“That manager needs to be fired and charged,” another added.
“Please sue them so they learn what the law truly is. They put you guys both in danger and that’s not right. I’m so sorry,” a third commenter wrote.
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Payton’s Return Visit: Confronting Macy’s Again!
Payton later provided an update on her personal TikTok account (@workingdog.onyx), explaining that she returned to Macy’s the next day and was told by an employee that the manager wasn’t “educated” on the matter.
She also claimed that Macy’s reached out after seeing the video, expressing disappointment, though she suspected she was speaking with a bot.
Payton shared that the store never followed up, but in a comment on her video, she mentioned that the manager had been fired.
Macy’s has not yet responded to requests for comment, leaving many to wonder how such incidents keep happening. Sadly, this isn’t an isolated case.
Just recently, a man and his service dog went viral after being told by a restaurant manager that dogs weren’t allowed inside, no matter the circumstances.
While the restaurant eventually apologized, the incident left many questioning how much more needed to be done to educate people about service animals and the law.