Moment furious Gen Z service dog owner clashes with Macy's staff: 'Federal law overrides store policy'

A furious service dog owner filmed the moment she was targeted by a Macy's manager who was upset that her dog was in the store unleashed.

The TikTok video shows a black lab lying on the tile flooring of the store in Lake Grove, New York, with audio of the dog's owner and her friend being told, 'You can't have dogs without leashes.'

The handler, Payton, then tries to explain to the manager, who later identifies herself as Ashley, that her dog and her friend's dogs are service animals. 

'I understand that, but they have to be on leashes,' the manager tells them.

But the dog owner doesn't back down, explaining, 'Under the [Americans with Disabilities Act], they're not required to be on leashes if it interferes with tasks.' 

When Ashley again tries to argue, Payton could be heard telling her, 'federal law overrides store policy.'

Still, the store manager says the dogs need to be on leashes, but Payton again tries to inform her of the law during the clip posted in June. 

'It is state and federal law that they are not required to be on leashes. It is for their safety and our safety,' she said, later explaining in a comment on her video that her dog, Onyx, jumps up to alert her of a pending medical emergency and his leash could get tangled.

At that point, the manager offers to help them shop - but Payton shoots down that idea.

'They're trained,' she argues, 'and I could pull up the law for you if you want.'

'I'm trying to help you,' Ashley then claims.

'But you obviously don't understand,' Payton shoots back.

The manager then tries again to get someone to help them shop, and says she understands what Payton is saying 'but this is the rule of the store.

'I understand these are your dogs and that's what they're trained for,' the manager says, but Payton argues 'they're medical equipment, they're not pets' and 'federal law overrides the policy.'

The manager then tries to tell Payton and her friend there are other customers at the store, and eventually asks them to go to security.

'Yeah we can go to security,' Payton replies, 'because this is against the law.'

The comment seems to irate Ashley, who again offers to help the girls shop.

'We don't need help,' Payton replies. 'That's why we have them, but requiring them to be on leash is against the law. 

'You can get sued, I can sue you for money,' she warns.

'I understand that,' Ashley insists, as she once again offers to help them shop.

'This is ridiculous,' an increasingly aggravated Payton says. 'But you don't understand, because if understand, you would know the law. Do you want me to pull it up for you right now?' she asks.

Still, the argument continues for several minutes as Payton seems to be losing her breath. The video then cuts to Payton lying on the ground with Onyx next to her.

'And this ladies and gentlemen, is what happens when you go after a service dog,' her friend says. 'Thanks Ashley, thanks Macy's.

'Payton did pass out after this interaction,' she explains, 'and I almost did as well.' 

In an update a few days later, Payton said she returned to the store the following day and someone told her Ashley 'was just uneducated, and it was fine.'

'Obviously it's still not fine,m beause we did try to educate her in the video, as you can tell, and she just would not listen,' Payton said.

'So obviously still not OK, and in my opinion she deserves to be fired.'

She added that the corporation saw the video and reached out to her saying 'they're disappointed to hear what happened.

'But I was obviously speaking to a bot because it asked for my information, and I said like, "Before I give you my information I would like to know what action will be taken?" and then they just go, "We're disappointed to hear about it, thanks for giving us your info,"' she claimed.

Payton also said she gave the corporation her cell phone number, and revealed in a comment that the manager was fired.

But many online said she should take legal action against the company.

'You seriously should contact a lawyer and see what your options are there,' one woman commented on her video. 'That employee caused you physical harm and Macy's needs to be held responsible in making you whole for that.'

Another TikTok user begged, 'Please sue them and keep us updated. The way they treated you was disgusting,' while a third urged Payton not to speak with the company without a lawyer present.

'Pleeeeease just call an attorney, because Macy's is huge and all over and they need to train ALL employees at all locations,' she said.

'Get a lawyer. DON'T SIGN ANYTHING, don't agree to anything,' another urged.

DailyMail.com has reached out to Macy's for comment.