Elanor Maxey was told she could not bring her dog, named Genie, into the Asda Broadway store during an argument with a security guard who asked to see ID or a dog licence.
In the video shared on TikTok, which has more than 3million views, she explained that assistance dogs are not legally required to have a licence.
However, the situation escalated, and she said that she is now banned from every Asda in Britain.
Sharing the interaction online, Elanor said: “Today Genie and I have now been officially banned from every Asda in Britain simply because I didn’t present her “Service ID” (something that doesn’t exist).
“I also was asked for my dog licence… something that hasn’t ever existed within my lifetime.
“They also claim I was rude (it’s all recorded) and breached the Data Protection Act by recording staff.”
Elanor continued to explain that she went into the Asda store to buy a sandwich after feeling dizzy.
She added: “I was in more of a state as I was already was dizzy which is why I was popping in just for a sandwich.
“I am just so thankful there were some brave people who tried to advocate for me and while the store ignored them it’s wonderful to know there are kind people who will speak up when they see human rights being violated.”
A spokesperson for Asda told the News Shopper that they have apologised to Elanor for her experience.
They said: “This falls short of the welcoming culture we strive for at Asda.
“We are clear that assistance dogs are welcome in all of our stores and we will be reminding our colleagues of this policy as a matter of urgency.”
It would be unlawful to refuse access to a disabled person accompanied by an assistance dog except in the most exceptional circumstances, according to the Equality Act.
Only a court can decide whether a refusal of service or access is unlawful, this would be highly dependent on the specific facts and circumstances of a particular case.
