[Full Text] Lotte Mart Apologizes for 'Guide Dog Entry Refusal' Controversy... "Sharing Puppy Walker Guidelines"

Lotte Mart Jamsil branch is facing controversy for blocking the entry of a guide dog in training. Photo by Instagram screen capture.

[Asia Economy Reporter Heo Midam] Controversy has arisen after a witness account claimed that Lotte Mart blocked the entry of a trainee guide dog for the disabled. Lotte Mart eventually issued an official apology, stating, "We failed to consider the dog owner."

On the 30th, Lotte Mart posted on its official Instagram, "We acknowledge that we failed to consider the position of the dog owner during the customer service process with the puppy walker and accompanying customer who visited Lotte Mart Jamsil branch, and we sincerely apologize."

They added, "Taking this opportunity, Lotte Mart promises to clearly establish guidelines and awareness on-site not only for guide dogs for the disabled but also for puppy walkers, and to actively respond through urgent company-wide sharing to prevent similar incidents from occurring."

Previously, a netizen posted on their Instagram that an employee, presumed to be a manager at Lotte Mart Jamsil branch, raised their voice and blocked a customer who brought a training dog.

The witness said, "(The employee) suddenly raised their voice saying, 'What are you doing bringing a dog when you are not even disabled?'" and added, "The dog was anxious and bit the leash, and the lady who brought the dog cried," describing the situation at the time.

They continued, "If the entrance allowed entry but a problem occurred midway, shouldn't they have politely guided us?" and added, "No matter how angry they were, it was regrettable that they could only respond this way."

The photo posted along with the witness's post showed a dog crouched down looking at people. The dog in the photo was wearing an orange vest for guide dog training that read, "Studying to be a guide dog."

Lotte Mart Apology. Photo by Lotte Mart Instagram Official Account Capture.

Prospective guide dogs are entrusted to general households from 7 weeks old and receive socialization training for one year. This is called "puppy walking," and volunteers who assist in training prospective guide dogs are called "puppy walkers."

Meanwhile, according to Article 40 of the Disabled Welfare Act, disabled persons accompanied by assistance dogs bearing assistance dog tags must not be refused entry to public transportation, public places, lodging facilities, food service establishments, and other places where many people gather without justifiable reasons. If refused without justifiable reasons, a fine of up to 3 million won may be imposed.

The full apology statement from Lotte Mart is as follows:

We sincerely apologize for failing to consider the position of the dog owner during the customer service process with the puppy walker and accompanying customer who visited Lotte Mart Jamsil branch.

Taking this opportunity, Lotte Mart promises to clearly establish guidelines and awareness on-site not only for guide dogs for the disabled but also for puppy walkers, and to actively respond through urgent company-wide sharing to prevent similar incidents from occurring.

We will take this case as a lesson and strive to become a Lotte Mart that thinks more about its customers.

All employees of Lotte Mart

This content was produced with the assistance of AI translation services.