Complaint Review: Kohl's

On September 19, 2024, I visited the Kohl's store located at 8750 W Sura Ln, Greenfield, WI, with my service dog. From the moment we entered, the store manager, Cam, confronted us, stating that dogs were not allowed in the store. I immediately informed her that my dog is a service animal, protected under the Americans with Disabilities Act (ADA), which allows service animals in public spaces.

Despite explaining the legal rights of service animals and the fact that no documentation is required for them, Cam insisted that my service dog could not enter, claiming he might relieve himself inside the store. This reasoning is completely unfounded and discriminatory. I informed her of ADA regulations, which clearly allow service animals in public accommodations without the need for additional documentation, but she refused to acknowledge this.

Cam then told me I was only allowed to purchase one item before I would have to leave. My boyfriend, Nicholas McCalligan, who was with me, located the lipstick I was planning to buy, and as I went to make the purchase, Cam continued to follow us closely throughout the store. She also filmed us during this time, which felt intimidating and harassing.

The entire encounter made me feel targeted and uncomfortable, especially since I was simply exercising my rights as someone with a service dog. Cam’s actions—following us and filming—only made the situation worse. It felt as though she was intentionally trying to intimidate me for standing up for my legal rights.

In the end, I was only able to purchase the one item I needed, which totaled $23. However, the experience left me shaken and deeply disappointed. To make matters worse, Cam refused to provide any further information about the store or her name when I asked for clarification. Although I was eventually able to confirm her name as Cam, the entire experience was distressing.

I have video footage of the incident showing Cam following and filming us, as well as a receipt for my purchase. This situation not only violates my rights under the ADA, but it also reflects a serious lack of understanding and proper training by Kohl’s staff regarding the handling of customers with disabilities.

I hope that by submitting this report, Kohl’s takes this matter seriously and implements proper training for their staff to ensure ADA compliance. No customer should have to experience harassment or discrimination when they are following the law, and I hope to prevent future customers from going through a similar experience at this location or any other Kohl’s store.

This incident has already caused me significant emotional distress, and I expect Kohl’s to address the situation appropriately. It is crucial that businesses like Kohl’s understand the importance of adhering to ADA laws and ensuring that their staff treats all customers with the respect they deserve.