Today I had the opportunity to be interviewed and share my experience with
KSL about Ann Taylor on Friday. I emphasized that I live my life turning lemons into lemonade. Inspite of this being a very difficult experience, I wanted simply to make sure those employees were educated so that the next time someone entered their store with a guide dog or another service animal they would be welcomed and treated with respect. Simple. Unfortunately, Ann Taylor has issued a response to those who have advocated on my behalf that is totally incorrect. They have indicated that I
entered the store without my dog in harness. Absolutely absurd! I am so disheartened that they have misrepresented what is the truth. I am blind and require the aid of a guide dog or a cane by my side to walk independently.
To make it very clear I walked into the store with my guide dog in harness, of course! Why would I enter the store without her in her harness?
I am so very grateful for the beautiful blessing of a guide dog that allows me to travel independently. I am so grateful for the Americans with Disabilities Act that allows me to have access to places that serve the public - guaranteed. These are privileges that I appreciate each day of my life.
I have had so many valuable experiences of turning a difficult experience in the past to one of education. I still would be more than happy to take some time and educate the employees further about the Americans with Disabilities Act and the beauty of a guide dog. Yes I walked in confident to the store, BECAUSE I was holding on to the harness of my guide dog. She is my eyes and gives me the joy of not having to worry about each obstacle. I put my trust in her and can hold my head up high - look in the direction where someone is speaking and enjoy the joys of independence which includes finding some fun clothes with a helpful associate.
In finding the humor, I sat there being interviewed in one of my favorite Ann Tayl
or blouses. I must say this skirt from Banana Republic is becoming a new favorite. I love how the associate at BR was telling me all the fun things it could go with in my closet. She even asked me do you have a fun print belt? Yes!
I am not sure what I will do with all my Ann Taylor clothes. I know right now I have a really sad feeling about them. I want to support a place that is respectful and speaks the truth. Deeply saddened that not only did they treat me in such a discriminatory way asking me to leave more than once but now they have indicated my guide dog was not in her harness.
Simply put - Cricket was in her harness working as a guide dog and I simply entered the store hoping to find a fun outfit when I was asked to leave more than once because of my dog. I explained she was my guide dog and even offered to show my identification.
What is the lemonade in this journey? Support.
Thank you. Education on blindness and guide dogs. I am an active wife, mother, friend, professional, runner, cyclist, and yes, shopper. Each day is a gift and I don't have time to spend on negative energy. I am still hopeful that Ann Taylor Senior Management will choose to take responsibility, speak the truth, and educate their employees so that this does not happen to another customer.
74 comments:
Becky,
I'm sitting on the phone with Lindsey Brown, talking about this situation and how ridiculous it has become. We had a few good laughs at the thought of you walking into a store without Cricket in harness - absurd is right! I am sorry that Ann Taylor has seemingly chosen to take this approach in response to this situation but I am not surprised that you've again taken the high road - you always do. Thank you for representing guide dog users and GDB so well and always working to educate the public. It is a never ending battle.
It's hard to imagine in this day and age being treated this way, and then to have to gall to misrepresent you. I'm with Mandy and Norton--kudos to you for taking the high road and striving to educate. That's what we have to believe, isn't it? That this is ignorance?
So sorry about this Becky. I posted your story on my blog too. This needs to be spread, until Ann Taylor apologizes to you!!!
PS - I just went to Ann Taylor's website and it is down. I'd like to think the public outcry of support for you and cricket caused their site to crash. That, or karma. :)
I'm so sorry that you had to go through all that! I can tell you that unless they change their tune and apologize to you and educate their employees I will not be shopping there. Nor will my friends and family if I can help it. You are such amazing woman to always have such a positive outlook. Thank you for your inspiration!
So inspiring! I like what you mentioned "I don't have time to spend on negative energy".It reminds me to stay positive even in the hardest time of my life.
Carpet Cleaning Melbourne CBD
I am just amazed that this happened. Amazed that they would be so ignorant. Sorry that you had to go through that. And you were such a loyal Ann Taylor shopper!
Ridiculous! I sent an e-mail to them yesterday. Maybe we were the ones who made their site crash. How much worse they are making it by denying the truth Loye
Oh, dear. I can't believe that they are claiming that you were walking around a shopping center alone without your dog in harness!
I have written to their Customer Service department and posted to facebook and twitter.
Thank you for being so graceful in the face of this ignorance. Just the fact that this story is getting so much traction will help educate the public and retailers about the rights of those with disabilities and service animals.
You and Cricket go on with your bad selves. I'm sorry you felt alone at AT in that moment. If I was in that store, I would have spoken up for you and Cricket for sure.
xoxo
Rob and I were in shock watching the news that they had the gall to say such a thing! Like a double discrimination! It is even more ridiculous that they think they can say that you didn't have Cricket in a harness!! Ha! And you just managed to get to their store all on your own. Unbelievable! Some kind of apology!
I must say though that you looked fabulous on the interview.
I have been reading your blog for sometime now and just returned from GDB with a new guide dog. I also have RP. I am appalled at the treatment you received, and it was even more infuriating that they tried to discredit you further by claiming that Cricket was not in harness. I hope I never experience this, but knowing that you are not alone in this (despite feeling alone at the time) helps give me strength if this happens to me. Keep us posted!
I read about your experience on Jezebel this morning and just wanted to pop over and write you. Thank you for speaking up, thank you for insisting on equal access. Thank you for your class and style!
Hugs to Cricket!
You're an inspiring person.
As I read your patient and kind writing here, I must confess - I'm getting angry. The idea of a lawyer kept rising in my mind. And, trust me I'm not combative or litigious, but this is such blatant disregard for your good intentions. Ugh. Sorry, I do support your good intentions to educate. You're heart is in the right place. I hope their position changes.
Becky,
Do you mind calling me? I'm with The Salt Lake Tribune. Phone is 801-257-8721. Paul Beebe.
Dear Becky,
I am sorry to hear that this happened to you! I would encourage you to sue Ann Taylor for violating the ADA; not with the goal of financial restitution, but to make sure they change their policy to be in compliance with the law! If they've treated you this way, they will continue to do so to other people with service dogs until someone does take legal action. All people who use service dogs will benefit from your efforts.
I was at a friend's house when I received the email telling me that it was misunderstanding because Cricket wasn't in harness. I went into such a rage. It's absolutely absurd that they acused you of not having a harness on Cricket when she was working. It's such a shame that they decided to respond in this way.
I truly admire you for continuing to try to make lemonade out of such a sour mess, Becky! I have never experienced an access denial with either of my guides that went this far. So, if I were in your shoes, I'm not sure I could maintain such positivity at this point, with the lies Ann Taylor has told everyone. Thank you for continuing to push for further education of the company's employees. *hugs*
You tell Ann Taylor to jump off the bridge. Talk about educating employees....sounds like Ann Taylor Administrators need educating!
I'm going to fax my concerns about how you were treated to Ann Taylor corporate. I've tried, but not been able to find an email address for their corporate office. Hang strong and keep telling it like it is. The fact that they lied about you having Cricket in harness just makes me feel that much more that I'll never visit their stores again. Best, Susan B.
Lady...give it a rest; move on already.
So sorry about your Anne Taylor experience. Let us all remember that there are lots of other places to shop.
Sorry to hear your experience. What Ann Taylor did was totally against the American Disabilities Act. They need to be educated.
Thank you for letting all of us know about your experience. It is so important, especially now in this critical economy, to choose where we shop carefully. Bye, bye Ann Taylor! I choose to shop at stores which respect me and others. And, by the way, I think the idea of service animals is terrific. Animals add so much to our lives.
I am just beyond stunned that in this day and age a store, open to the public would have such ignorant an untrained staff!! And then issue a statement that is an obvious untruth .... looks like a boycott in the making!! Thanks for sharing I will be linking your Blog post and the article to my Blog in the morning. Knowledge is Power!!
Big Hugz to you and Cricket!!
I read your blog and then saw the news and the way Ann Taylor was slanting everything. The only time I've seen Cricket without her harness was around the office and then she had her therapy dog work to do. But she knows that she is at work with the harness.
My heart goes out to you both and hope you can get feeling better about all of this. You are a big inspiration to me and I have no clue what I would have done without you in my life.
Although, I definitely have a clue what to do without Ann Taylor in my life, as I've never shopped there. lol
Since it has been said so well by others how disappointing this is in today's word, I won't dwell on that. I do think that you have a great attitude about the incident and that these lemons will turn to lemonade. I love lemonade!!!
I would like to see this go viral and people to stop shopping at Ann Taylor until you publicly receive your apology.
I'm the owner of a pet care service (Our Pet and Plant Care) in San Diego, and I was very disappointed to read about your story.
Not only are we strong advocates for pets, particularly guide dogs, but I have a particular level of empathy for your situation.
My grandfather was blind for decades and I was privileged to be close to him until my early 20's. I saw the kind of compassion some had for him who were familiar with him in stores he would frequent with his guide dog(s). At times, I also saw others who discriminated against him having a dog with him (particularly in markets or restaurants). This was prior to passage of the ADA.
You don't strike me as a spiteful person, but you are qualified to litigate against Ann Taylor for violation of the ADA. If for no other reason than to pressure them to train all of their employees about the laws of the ADA and sensitivity training of how to deal with clients as decent human beings. It doesn't sound to me like you'd want monetary damages, so maybe making the point that the company has failed to adequately train their employees would be highly appropriate.
I wish you the best, and thanks for bringing this tory to light.
Hunter
Its very disappointing to hear such an ordeal. More people should be educated about people with disabilties and need of service animals. Its very admirable that your family are handling this in a classy manner.
Becky - You have my sincerest appreciation for being a class act. I have shopped Ann Taylor for years. That ends today. My Ann Taylor clothes will go to the needy. I was so disappointed to read they would not let you and Cricket enter. But for them to claim Cricket was not on her harness is even more ignorant - if that is possible. Now I am angry for you - but admire you !
What I want to kno is HOW could they possibly be so ignorant enough in the first place to go & claim that your dog was "not in its harness" without obvious PROOF from their security footage, or do they just not have any cameras in that store at all? Or is the footage from that time somehow conveniently ~misplaced, or been erased, or just was not recorded to begin with as the camera(s) even more conveniently happened to be off at the time? Are they merely just taking all three employees' words for the incident? The lot of whom most likely all collaborated together to come up with said cover story themselves, & if/since it seems that corporate has no way of proving it, they decided for whatever reasons it would be the better risk to side with their employees over a loyal customer?? Yeah, that makes sense. They clearly need to get their facts straight ASAP!
I will drink lemonade tonight and cheers to you. I will think more deeply about how to professionally and personally respond to Ann Taylor. I like my clothes from there, but not at the expense of others mistreatment and now, the lying and unwillingness to grow more as people and an organization. Heart breaking. I drink the lemonade with you - and I'm so proud to do so.
I am so sorry that about to you. Please don't allow one ignorant clerk keep you from shopping there. I grew up in Morristown, NJ where the Seeing Eye trained the dogs. As a child we always wanted to pet the dogs but were not allowed.
Wow, you are super chic!
I am in tears reading about your love for your dog (on another page). I am so happy you have Cricket and I'm so sorry you struggle with places like Ann Taylor. I know you're not supposed to pet guide dogs, so I never do or ask to but as a dog lover, my reaction is to run up to them and thank them for helping people and being such loyal companions to those who need them.
This is TOATLLY UACCEPTABLE!! Guide dogs {be it seeing-eye or deaf} are allowed ANYWHERE!! I am maintaining my cool... GUIDE DOGS are SO WELL-TRAINED for their jobs. They can wake a person to warn them of danger... Let me stop!! It is the IGNORANCE and APATHETIC ATTITUDE of the general public that I CANNOT stand!!
I KNOW the "GOLDEN RULE" applys somewhere in here.... OH, wait .... I know:
'DO UNTO OTHERS AS YOU WOULD HAVE THEM DO UNTO YOU!"
I have said enough.... I have SPOKEN!! ;-) שלום
Thanks so much, Becky, for sharing your experience with us & raising awareness that the American with Disabilities Act is a LAW that provides for protection and access.
I will cetainly think twice before making a purchase at Ann Taylor in the future. Even if the sales girl you encountered was a single individual, ignorant of the LAW,she is a representative of her company, and it is Ann Taylor's corporate duty to educate employees and make sure that their business operations are in compliance with the LAW.
Your experience will go a long way in educating Americans & I commend your efforts.
I'm so sorry this has escalated. It's very odd that AT would state Cricket wasn't in her harness (like you'd cruise around a mall without her in harness?). Very strange response ... and somewhat desperate, too. Sad.
Continue to educate. We're behind you and Cricket 100%.
Pat & Bob in Ohio
Kudos, Becky, for you and Cricket making an excellent showing for blind people and their service dogs everywhere.
My guide dog Jasper and I still meet uneducated people here in FL...and sometimes we encounter ignorance and are expected to leave public places. Sometimes I stay and ask them to call the store or business' attorney, so they can be informed promptly (by someone whom THEY believe). More often, we choose another venue.
I never thought to contact a TV or Radio station, though....Hope Ann Taylor makes a public apology and extends you a complimentary shopping spree!
Keep you head up, girl, and walk in faith.
Kristine Gillespie
I am grateful that the ADA allows people to be independent in our communities. It is disappointing that people do not understand the needs of people with service animals. and it is too bad that Ann Taylor will lose business because of the lack of sensitivity and education of their staff.
I know you were using a harness, but under the ADA, that doesn't even matter! ADA acknowledges that some service animals will not be wearing a special collar or harness, and they are protected under the law as well. I urge everyone to read and keep handy this page, straight from ADA.gov: http://www.ada.gov/qasrvc.htm
Ann Taylor clearly needs some more education, since a harness isn't even required! (Do they think "mall policy" trumps federal law? I think not.)
I re-posted this too, and I'm happy that the word is getting out. Thank you for being willing to tell your story and take the time to educate others. Your actions today might just educate enough people that my daughter won't have to face this kind of blatant discrimination in the future. I also applaud you for keeping your statements free from bitterness, even though you must have felt so angry! Thanks :)
I heard about you, and about what happened to you at Ann Taylor, through Facebook, and I re-posted to spread the word, then typed out an email to Ann Taylor corporate (doubt I'll get a personal response, but we'll see). I am still sitting here in disbelief that the company's first reaction was to lie and attempt to cover their a**. Just wanted to let you know how much this important story seems to be going 'viral', and your hope of educating people is going to have a very far reach because of this. There's more of the lemonade :). I'm behind you all the way, and am so impressed by your positive attitude about this whole thing. Very inspirational, indeed. (oh, and unless AT does some serious re-grouping and makes this right, they have lost me as a customer forever. I know many people feel the same way, and are watching the outcome of this closely).
I would donate your Ann Taylor clothes to a battered women's shelter. You would have your "lemonade"!
I saw your story on Huffpost online. I knew this information already but I think your lemonade is most definitely educating people that don't know. I live in LA so words spreading about your experience, and you should be proud :)
Hi there--
I just had to say that your story really resonated with me. I support you so much, and thank you for taking on an important injustice, rather than walking away. You have amazing strength--thank you.
Kuddos to you Becky. After reading all 49 comments, there isn't much to add. You are an amazing woman & I am blessed to call you my friend. Hugs from Oregon.
Thank you for staying strong and for looking at this as a way to educate others! As a guide dog puppy raiser, these stories always make me so mad, so I applaud you for "finding lemonade" in your experience. You are such an inspiration!
Thank you for staying strong and for looking at this as a way to educate others! As a guide dog puppy raiser, these stories always make me so mad, so I applaud you for "finding lemonade" in your experience. You are such an inspiration!
How proud can parents be of such a wonderful daughter who teaches us every day. Thank you for being the wonderful person you are. You are dearly loved.
dad and mom
I am amazed by the way you've handled the situation with such grace and good will. I can't say I would have the strength of character to remain positive and willing to educate if faced by similar ignorance, disrespect and outright lies, but your post does inspire me to try. You deserve an apology from Ann Taylor at the very very very least and I hope that someone in the company has enough sense to extend that to you soon.
I have been your fan since I read about you winning Wasatch Woman of the Year in the paper in 2011. I was so exited to see a woman with a guide dog get this honor; I've been a fan of guide dogs since I was six years old, when I read a book about guide dogs and was so inspired I then dilegently saved my money so I could donate 14 dollars to a guide dog school. When I later discovered that I wanted to become a puppy raiser, I also discovered your blog. I was so dishaeartened to hear this story, I posted some links about it on Facebook to get the word out. Since I live near this store, I encouraged my friends to think again before they shop there. I am surprised and delighted by the amount of (even national) publicity this is getting, and I am infuriated with Ann Taylor, especially how they flat out LIED about Cricket's leash/harness! Congratulations on handling this situation, getting publicity, and being a wonderful inspirational person.
I for one will not step foot in the Ann Taylor store! I'm sure they have video of you entering their store and hopefully you have an attorney who will request that video. Sorry you had to experience such an appalling incident. Your dog is adorable!
Becky~
I am new to your site.. but I do have some experience RP. I worked with and for a teacher with the same disease. I was his eyes in the classroom.
I am saddened and shocked by the treatment you received by Ann Taylor. We can only hope they apologize and admit their mistake.
Gail
Becky, I don't understand why you left the store. Ann Taylor was definitely in the wrong.
Standing our ground , in the moment is the moment the battle needs to be 'fought'.
Just like Gandhi!
Love, SuzyG
Go back, make it right Sister!
Shame on Ann Taylor!!!!!
They could be "making lemonade" out of this incident if only they'd "own up", make a real apology, and make sure they educate their employees so that it never happens again.
I'm sorry for your experience at Ann Taylor. Thank you for having a positive outlook and simply trying to educate the ignorant. Good luck and blessings to you.
ps--I am certain that a place like City Creek has security video footage. Just a though if you were to ever try to pursue this legally or even to show that they were in the wrong--that your dog WAS IN FACT in his harness...
Wow! Look at your support on here! You are amazing Becky! I just had to comment on how happy I was that Ann Taylor admitted that they were in the wrong. And whatever that anonymous commenter says....do NOT give it a rest! Love ya!
Following up to an earlier post. I wrote the following letter to Ann Taylor HQ:
Message: I just read the story of Becky & Cricket and the incident at the City Creek store in Salt Lake City, UT. I am appalled that we live in the 21st century yet there are people that are uneducated about the Americans with Disabilities Act, As appalled as I am at what happened in the store I'm even more appalled at how Ann Taylor HQ has handled the situation, by placing blame on the individual/paying/loyal customer! Shame on you!! One can only hope that Ann Taylor customers take notice and spend their hard earned money at the store next door.
I know I, myself, will never step foot in an Ann Taylor store again.
Ann Taylor HQ should tuck their tail between their legs and issue a new statement with their apologies to Becky & Cricket and donate a percentage of their sales from one day to go towards a seervice animal training center of Becky's choice. Sincerely, Michelle Jeffs Salt Lake City, UT
***********
I wanted to share their response:
---------------------------------------------------------------
Public Relations/Media Inquiries
Discussion Thread
---------------------------------------------------------------
Response (Molly Paynter) - 06/21/2012 01:39 PM Ms. Jeffs,
As a follow up to our previous response, please see the below statement released to the press by ANN INC. regarding this concern.
“We at Ann Taylor sincerely apologize to Mrs. Andrews for her experience at the City Creek store. Service animals are always welcome in our stores and this incident is not representative of how we approach customer service. In our previous statement we had said that her guide dog was unharnessed. This was not the case. We were misinformed and we are sorry that this incorrect information was released. We strive for 100 percent customer satisfaction. In this case we fell short. We are reaching out to Mrs. Andrews and her family to make this situation right.”
Again, we appreciate the efforts you have made to share your feedback with us.
Sincerely,
Corporate Client Contact
Ann Taylor
Auto-Response - 06/21/2012 12:42 AM
Dear Client:
Thank you for your email! At Ann Taylor, we get women, and we appreciate your valuable time. We will research and fully respond to your inquiry as soon as possible.
Sincerely,
Ann Taylor Client Service Team
You know what's hilarious? On the City Creek site, Ann Taylor is listed as "canine-friendly"!
Here's the link:
http://www.shopcitycreekcenter.com/about_us#28264
Scroll down to the bottom.
:)
The sad fact is, this happens all too often and obviously doesn't make news nearly enough. My most recent issue came when I was at 24 hour fitness looking around to see if it would be a good gym for me to go to. The guy nearly tripped over himself trying to keep us out of the lady's locker room.
I've had many other issues at local places that are not national chains.
The most heartwarming thing about this is all of the support that Becky and Cricket are receiving.
I hope at least one of you are nearby when our next issue comes up. As Becky stated, having someone there to step up and speak up for us is incredibly helpful.
Big Thanks to all concerned folks.
Becky, This is Lydia's Mom.... I was very concerned when she had me go to your site and read about your "Lemon" experience. I will contact AT, even though I now hear that they have retracted their earlier statement! Somewhere's along the line of that store/employees, that is where the mistruth has occurred. YOU are awesome, Lydia has spoken of you so many times (your heart, your courage, your accomplishments, ability to See Beautiful in all the world around you, and of course your precious Cricket). Keep making that Lemonade. Our world of ignorance can be eradicated by people such as yourself and the lessons you are teaching us. God bless.
I've been reading and hearing about your experience at Ann Taylor...so sorry that happened to you. So so sorry that there was no one else in the store that day to support you. I was thinking how I wish I was at that store that day to support you.
You might be interested in my views on what took place from a disability rights perspective. I write at Bad Cripple. Google the words and I will pop up.
With you in solidarity.
I'm sorry that this has happened to you. Thank you for being a good example through it all. I was visiting s.day's blog and she mentioned you and i just wanted to let you know there are others out there who will stand with you against this.
Thank you for standing up for yourself. Knowledge of basic ADA guidelines should be required for retail management. I have a daughter with cerebral palsy. We began training our service dog puppy 2 months ago and we have encountered several opportunities to educate business owners. I ordered cards (amazon) that spell out the new service dog rules. I am glad AT headquarters reached out to you. I hope that other retail stores will update their staff as well.
I found your blog via The Consumerist, which covers a wide variety of consumer issues that range from humorous to bang-your-head-on-the-desk infuriating.
They linked to your blog and I wanted to see how you would handle the situation.
In short, I came for the outrage but stayed to read because of your humor and wise words. Scrolling through past entries, you gave me new things to think about and ways to cope with trauma. I've since sent two friends who have undergone tragedy and loss a link to your blog, in hopes they find encouragement here.
I am looking forward to seeing how you work with Ann Taylor, as an example for others in how to deal with an unfair situation such as the one you and sweet Cricket faced.
The fact that they lied about Cricket being in a harness is ridiculous. According to the law a special harness isn't necessary. Sure, for a seeing eye dog to do their job they need the harness but what about service dogs that are for other disabilities? I have a friend that is hard of hearing that has a service dog. The dog alerts her to various things. She has been told that her dog can't be a service dog because she isn't "the right breed to be a service dog" (she is a jack russel) and she want in a harness. Anyway, thank you for handling this with such grace and educating so many people.
Here via L-Squared.
Good for you, you're really taking this as well as you can. Don't let their comment about the harness be an issue - under the ADA, it does not matter at all what kind of equipment the dog is wearing. She could have been wearing nothing but a flat collar and a leash, and if she could perform her tasks that assist with your disability that way, she would still be protected as a working service dog. You protect the rights of other teams if you can make them own up to the fact that they can't discriminate against any teams, no matter what equipment they're using!
Keep fighting the good fight! If you want to get them to make real, permanent changes to how their employees are trained, you may need to go the legal route. They aren't likely to actually change things unless you do, unfortunately. I say this as a law student and a disability advocate.
~Kali
I, too, am sorry you had to face this and felt so alone that day. :-( I am a new follower and look forward to reading more of your wonderful blog. Stop by and see Rama & I on ours when you get a chance. http://raisingrama.blogspot.com/
Becky,
Your in my prayers and I am thinking about you and your situation. I just read about it and I am shocked and appalled how someone could treat you in that way. Give extra doggy treats to Cricket and keep smiling :)
Becky,
You are in my prayers, I just read your story and your blog is now on my favorites list. Stay strong and give extra doggy treats to Cricket. I love Banana Republic myself :)
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