Imagine being an 80-year-old woman, relying on your emotional support dog for companionship and stability, only to be publicly humiliated and asked to leave a store you’ve frequented for months. This is exactly what happened to June Carpenter, a disabled shopper, when she and her rescue Chihuahua, Pacco, were abruptly kicked out of Sainsbury’s in Torquay. But here’s where it gets controversial: while Sainsbury’s claims it’s a matter of hygiene, June argues it’s a lack of compassion for older customers with disabilities. And this is the part most people miss—Pacco isn’t just a pet; he’s a registered Emotional Support Animal (ESA) who provides June with vital emotional support, helping her manage anxiety and even aiding her mobility.
June had been visiting the store weekly for the past 10 months without issue. Staff often fussed over Pacco, who was always well-behaved, never barking or causing a disturbance. On this particular day, however, a manager approached June in the aisle, informing her that someone had complained about the dog and that she had to leave. Despite Pacco’s ESA lanyard being clearly displayed on his pushchair, and June’s attempts to explain his role in her life, a second manager doubled down on the request as she tried to pay for her groceries.
‘I was made to feel the size of a shilling,’ June recalled, her voice trembling with emotion. ‘They didn’t even have the decency to take me aside. It was traumatic.’ For June, Pacco is more than a companion—he’s her lifeline. With a cleft palate and a history of rescue, Pacco has been by her side for two years, accompanying her to hairdressers, opticians, and even local craft clubs. ‘Because I’m on my own, we never go anywhere without one another,’ she explained. ‘He gives me the confidence to go out and helps me walk with the stability of his pushchair.’
What makes this situation even more perplexing is that other stores, like Tesco and Sainsbury’s St Marychurch, have never raised an issue with Pacco’s presence. Now, June fears she’ll face similar treatment elsewhere, including at Argos and Specsavers, which are located inside Sainsbury’s. ‘A company as big as Sainsbury’s should treat older customers, especially those with disabilities, with dignity, not indifference,’ she said.
Sainsbury’s has since responded, stating, ‘We spoke with Mrs Carpenter last summer and reassured her she is always welcome to shop with us. While we allow assistance dogs, for hygiene reasons, we cannot permit other animals, including emotional support animals, in our stores. Our colleagues shared this policy with her at the time.’
But here’s the thought-provoking question: Is it fair to prioritize hygiene over the emotional well-being of vulnerable customers? While assistance dogs are trained to perform specific tasks, ESAs like Pacco provide invaluable emotional support that can be just as critical. Shouldn’t there be room for flexibility, especially when an animal is well-behaved and causes no disruption?
June’s story isn’t just about a dog being denied entry to a store—it’s about the broader issue of how society treats its elderly and disabled members. It’s a call for empathy, understanding, and a reevaluation of policies that may unintentionally exclude those who need support the most.
What do you think? Should Sainsbury’s reconsider its policy on emotional support animals, or is it justified in prioritizing hygiene? Let us know in the comments below.
