Walmart Shopper Alleges Harassment Over Service Dog

Crystal Pratt claims Albany store workers repeatedly shouted at her for her dog not being leashed, despite proper registration.

Published on Feb. 11, 2026

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A Walmart shopper in Albany, New York, Crystal Pratt, claimed she was followed and harassed by store workers for having her service dog, Bella, off-leash inside the supermarket, despite having properly registered the golden retriever. Pratt, who uses a mobility scooter, said she was challenged by at least five workers not wearing ID badges before calling the police, who then escorted her out of the store.

Why it matters

This incident highlights the ongoing challenges faced by Americans with disabilities who rely on service animals, as well as the need for better training and awareness among retail staff regarding service animal policies under the Americans with Disabilities Act (ADA).

The details

According to Pratt, she had already signed paperwork proving Bella's status as a service dog, which is allowed to be off-leash if the handler is unable to use a harness. However, the Walmart workers repeatedly shouted at her across the aisles that the dog needed to be on a leash. The ADA only allows stores to ask two questions about service animals - whether it is required due to a disability and what tasks the animal has been trained to perform. Stores cannot probe customers about their disability or require a demonstration of the animal's duties.

  • The incident occurred on February 11, 2026 at a Walmart supermarket in Albany, New York.

The players

Crystal Pratt

A Walmart shopper in Albany, New York who uses a mobility scooter and has a registered service dog named Bella to assist her.

Bella

Pratt's golden retriever service dog that helps her pick up items she cannot reach.

Walmart

The retail giant where the incident occurred at a location in Albany, New York.

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What they’re saying

“They just kept yelling from across the aisles that she needed to be on a leash.”

— Crystal Pratt (Daily Mail)

What’s next

Pratt said she plans to file a formal complaint with Walmart corporate over the incident. The Albany Police Department is also investigating the matter.

The takeaway

This case underscores the need for better training and awareness among retail staff regarding the rights of customers with service animals under the Americans with Disabilities Act, which allows for service animals to be off-leash in certain circumstances and prohibits stores from excessively questioning customers about their disabilities.