Dog in a sharping cart
Photo: iStock

Publix recently began posting large signs in its stores across the Southeast reminding customers that all non-service animals, including emotional support dogs, are not allowed in stores.

“Under federal law, service animals are dogs or miniature horses trained to perform tasks for people with disabilities,” the signs read. “Non-service animals are not allowed in grocery stores by the FDA. Dogs, pets, and other animals whose sole function is to provide comfort, companionship, or emotional support do not qualify as service animals and are not permitted in Publix, even with a doctor’s note.”

Publix’s signs also remind shoppers that laws prohibit people from misrepresenting their pets as service animals.

Publix’s policy on only allowing service animals has existed for years, and no reason was given for the new signs. However, articles in recent years have detailed how pets are increasingly being passed off by owners as emotional support animals to avoid fees and restrictions, including not being allowed on planes, restaurants, and stores. Many people obtain phony or questionable certifications.

Challenges enforcing such policies include stores not being able to ask for documentation to show it’s a service animal or about the handler’s disability. However, they can ask if the animal is a service dog and what it’s been trained to do.

One woman told WPTV that she planned to boycott Publix because the ban would disrupt her morning routine. On the other hand, a number of Letters to the Editor at the Tampa Bay Times praised the signs. One said, “I particularly don’t want animals around my food, no matter how much you love them, no matter how much you think they’re clean, no matter how well behaved you pretend they are.”

Service dog owners have also complained that the poor behavior of many emotional support animals distracts their working dogs. According to Publix’s service animal policy, service dogs must remain under the control of their handlers and aren’t allowed in shopping carts.

The move comes as dogs are increasingly welcomed in non-food stores, especially in urban markets where shoppers walk to stores. Last year, Wilko, the U.K.-based houseware chain, received a positive response for its decision to make two-thirds of its stores pet-friendly, although pets aren’t allowed in food aisles.

BrainTrust

“Putting up signs gives the employees, who are left to enforce the rule, something concrete to reference…It’s always a benefit to clearly communicate.”

Allison McCabe

Director Retail Technology, enVista


“The problem is that the concept of emotional support animals is often abused to cover general pets and when too many people do this, it causes problems.”

Neil Saunders

Managing Director, GlobalData


“People love their pets. People are customers. People will take their business to establishments aligned with their beliefs.”

Lucille DeHart

Principal, MKT Marketing Services/Columbus Consulting

Discussion Questions

DISCUSSIONS QUESTIONS: Do you agree with Publix’s move to put up signs reminding shoppers of its service animals-only policy? Are there any other steps stores could be taking to reduce incidents of those transgressing in-store pet policy guidelines?

Poll

Will signs reminding Publix’s shoppers of the grocer’s service animal policy likely be received more favorably or unfavorably?

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16 responses to “Should Publix Be Cracking Down on Emotional Support Animals?”

  1. Neil Saunders Avatar
    Neil Saunders

    I love dogs and, personally, I really don’t mind seeing them inside of stores. However, not everyone feels the same – especially in grocery stores where there are hygiene considerations. The problem is that the concept of emotional support animals is often abused to cover general pets and when too many people do this it causes problems. It’s not just Publix, the airlines have had similar issues with people bringing all sorts of things onboard – including an emotional support peacock! You have to draw the line somewhere. Obviously, none of this applies to registered service animals which are always permitted by law.

  2. Gary Sankary Avatar
    Gary Sankary

    This is a long time coming. People have taken advantage of “emotional support” statues for a while. I have no problem with service animals in stores, on planes, or wherever they can help to make the lives of disabled individuals better. But really, when I see a couple in shopping at my coop with two Labradoodles wearing “service animal” vests, I have to call BS. Accommodation for real service animals, absolutely, loopholes for people who want to bring their pets everywhere. No.

  3. Allison McCabe Avatar
    Allison McCabe

    Putting up signs gives the employees, who are left to enforce the rule, something concrete to reference. A well informed potential customer can then be confident with the pet experience they can expect within the location – both those who want to avoid animals due to hygiene preferences and those that value acceptance of their emotional support animals by choosing another grocery option. It’s always a benefit to clearly communicate.

  4. Susan O'Neal Avatar
    Susan O’Neal

    Publix, where shopping is a pleasure! It’s the best thing about being a Publix customer and I trust Publix to know whether allowing emotional support animals is infringing on that store experience.

  5. David Weinand Avatar
    David Weinand

    I’m in Jacksonville so am a Tier 1 Publix shopper…..I have two rescue dogs and couldn’t love them more…BUT…I would never think to bring them to a grocery store around food. There is no reason for it. To the article’s point – people have taken advantage of the rules around support animals.

  6. Jenn McMillen Avatar
    Jenn McMillen

    An outdoor patio is one thing. An indoor food market is quite another.

  7. DeAnn Campbell Avatar
    DeAnn Campbell

    It’s very hard to walk back a policy, but this one is a no brainer. As a pet owner myself I’m constantly amazed at how irresponsible people can be about their pet’s manners in public, and have even seen pets do their business in shopping carts or aisles. That’s bad in a Home Depot, but flatly disgusting, if not unsafe in food store. Publix is doing the only thing that makes sense by keeping pets out their stores.

    1. Patricia Vekich Waldron Avatar
      Patricia Vekich Waldron

      The ‘service’ animal designation has been abused. I agree that animals should not be allowed where they can come in contact with food.

  8. Lucille DeHart Avatar
    Lucille DeHart

    People love their pets. People are customers. People will take their business to establishments aligned with their beliefs.

    1. storewanderer Avatar
      storewanderer

      Grocery stores are prohibited from allowing any animals other than service animals per health department regulations throughout the country. It has nothing to do with anyone’s beliefs.

  9. Cathy Hotka Avatar
    Cathy Hotka

    Remember the person who tried to bring her “emotional support” peacock onto an airplane? The whole concept is absurd. I applaud Publix for this common-sense move.

  10. Ryan Mathews Avatar
    Ryan Mathews

    Yes, not the least of all because it takes some of the onus off of the associates when they go to enforce a long-standing rule. Actual service dogs? Fine. Dogs you think you need to center your chi? Not so much. Good for Publix.

  11. Jasmine Glasheen Avatar
    Jasmine Glasheen

    The effectiveness of this rule depends on Publix’s core customer base. I’m assuming they skew on the mature side, based on how they’re enforcing the signage. If so, this is a good move, as more mature consumers are more likely to take umbrage seeing debatable service animals in stores where food is being sold.

    With that said, enforcing a rule like this could be catastrophic at a co-op or grocery store with a largely next gen customer base. Since many next gens have mental health issues and emotional support animals, I could see signage like this deterring young customers.

  12. Craig Sundstrom Avatar
    Craig Sundstrom

    What else are they to do?? I’m guessing they’re trying for a twofer:
    (1) informing people who honestly aren’t aware they’re doing anything wrong
    (2) attempting to avoid complaints/litigation from people who complain they’re being “picked” on.
    I’ll avoid the rant, but I’m guessing that if you’d asked someone about this 30 years ago – aka: “when I was growing up” – they’d think you were making this up. We don’t need an “I told you so” here, but yes, decades of pandering to the idea that the customer is ALWAYS right does have negative repercussions.

  13. John Karolefski Avatar
    John Karolefski

    An “emotional support animal” can mean one thing to a shopper and another thing to a grocer. The potential for conflict is high. Everyone will understand what a service animal is by looking at the shopper being served.

  14. storewanderer Avatar
    storewanderer

    This is the rule of the health department.

    It has nothing to do with anyone’s belief systems, a Publix policy, etc.

    Pets/animals are not allowed in grocery stores for any reason period. Service animals are an exception, the only exception, and allowed due to Federal law.

16 Comments
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Neil Saunders
Neil Saunders
Noble Member
30 days ago

I love dogs and, personally, I really don’t mind seeing them inside of stores. However, not everyone feels the same – especially in grocery stores where there are hygiene considerations. The problem is that the concept of emotional support animals is often abused to cover general pets and when too many people do this it causes problems. It’s not just Publix, the airlines have had similar issues with people bringing all sorts of things onboard – including an emotional support peacock! You have to draw the line somewhere. Obviously, none of this applies to registered service animals which are always permitted by law.

1
Gary Sankary
Gary Sankary
Active Member
30 days ago

This is a long time coming. People have taken advantage of “emotional support” statues for a while. I have no problem with service animals in stores, on planes, or wherever they can help to make the lives of disabled individuals better. But really, when I see a couple in shopping at my coop with two Labradoodles wearing “service animal” vests, I have to call BS. Accommodation for real service animals, absolutely, loopholes for people who want to bring their pets everywhere. No.

2
Allison McCabe
Allison McCabe
Active Member
30 days ago

Putting up signs gives the employees, who are left to enforce the rule, something concrete to reference. A well informed potential customer can then be confident with the pet experience they can expect within the location – both those who want to avoid animals due to hygiene preferences and those that value acceptance of their emotional support animals by choosing another grocery option. It’s always a benefit to clearly communicate.

1
Susan O'Neal
Susan O’Neal
Member
30 days ago

Publix, where shopping is a pleasure! It’s the best thing about being a Publix customer and I trust Publix to know whether allowing emotional support animals is infringing on that store experience.

1
David Weinand
David Weinand
Member
30 days ago

I’m in Jacksonville so am a Tier 1 Publix shopper…..I have two rescue dogs and couldn’t love them more…BUT…I would never think to bring them to a grocery store around food. There is no reason for it. To the article’s point – people have taken advantage of the rules around support animals.

1
Jenn McMillen
Jenn McMillen
Member
30 days ago

An outdoor patio is one thing. An indoor food market is quite another.

1
DeAnn Campbell
DeAnn Campbell
Active Member
30 days ago

It’s very hard to walk back a policy, but this one is a no brainer. As a pet owner myself I’m constantly amazed at how irresponsible people can be about their pet’s manners in public, and have even seen pets do their business in shopping carts or aisles. That’s bad in a Home Depot, but flatly disgusting, if not unsafe in food store. Publix is doing the only thing that makes sense by keeping pets out their stores.

2
Patricia Vekich Waldron
Patricia Vekich Waldron
Active Member
Reply to  DeAnn Campbell
30 days ago

The ‘service’ animal designation has been abused. I agree that animals should not be allowed where they can come in contact with food.

1
Lucille DeHart
Lucille DeHart
Active Member
30 days ago

People love their pets. People are customers. People will take their business to establishments aligned with their beliefs.

0
storewanderer
storewanderer
Member
Reply to  Lucille DeHart
27 days ago

Grocery stores are prohibited from allowing any animals other than service animals per health department regulations throughout the country. It has nothing to do with anyone’s beliefs.

0
Cathy Hotka
Cathy Hotka
Active Member
30 days ago

Remember the person who tried to bring her “emotional support” peacock onto an airplane? The whole concept is absurd. I applaud Publix for this common-sense move.

2
Ryan Mathews
Ryan Mathews
Active Member
30 days ago

Yes, not the least of all because it takes some of the onus off of the associates when they go to enforce a long-standing rule. Actual service dogs? Fine. Dogs you think you need to center your chi? Not so much. Good for Publix.

1
Jasmine Glasheen
Jasmine Glasheen
Member
30 days ago

The effectiveness of this rule depends on Publix’s core customer base. I’m assuming they skew on the mature side, based on how they’re enforcing the signage. If so, this is a good move, as more mature consumers are more likely to take umbrage seeing debatable service animals in stores where food is being sold.

With that said, enforcing a rule like this could be catastrophic at a co-op or grocery store with a largely next gen customer base. Since many next gens have mental health issues and emotional support animals, I could see signage like this deterring young customers.

0
Craig Sundstrom
Craig Sundstrom
Active Member
30 days ago

What else are they to do?? I’m guessing they’re trying for a twofer:
(1) informing people who honestly aren’t aware they’re doing anything wrong
(2) attempting to avoid complaints/litigation from people who complain they’re being “picked” on.
I’ll avoid the rant, but I’m guessing that if you’d asked someone about this 30 years ago – aka: “when I was growing up” – they’d think you were making this up. We don’t need an “I told you so” here, but yes, decades of pandering to the idea that the customer is ALWAYS right does have negative repercussions.

0
John Karolefski
John Karolefski
Member
29 days ago

An “emotional support animal” can mean one thing to a shopper and another thing to a grocer. The potential for conflict is high. Everyone will understand what a service animal is by looking at the shopper being served.

0
storewanderer
storewanderer
Member
27 days ago

This is the rule of the health department.

It has nothing to do with anyone’s belief systems, a Publix policy, etc.

Pets/animals are not allowed in grocery stores for any reason period. Service animals are an exception, the only exception, and allowed due to Federal law.

0