Controversy Over Guide Dog Entry Ban... Lotte Mart Officially Apologizes for "Failing to Consider Their Position"

SNS Official Apology Posted
Worsening Public Opinion... "Demand for Employee Disciplinary Action" Floods In

[Asia Economy Reporter Cha Min-young] Lotte Mart, which sparked controversy by blocking the entry of a guide dog for the visually impaired, has posted an official apology.

On the 30th, Lotte Mart stated through its official Instagram account, "We acknowledge that we failed to consider the position of the dog owner during the response to the puppy walker and accompanying customer who visited Lotte Mart Jamsil Branch, and we sincerely apologize."

They added, "Taking this as an 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 the recurrence of similar cases," and "We will take this case as a lesson and strive to become a Lotte Mart that cares more about customers."

The issue originated when an employee at the Jamsil branch blocked a guide dog in training. An Instagram user shared a photo of the dog along with a witness account on their personal account on the 29th, stating that an employee who appeared to be a manager at Lotte Mart Jamsil branch raised their voice while blocking the entry of the guide dog in training.

The user said, "(The employee) suddenly raised their voice, saying, 'What are you doing bringing a dog when you are not disabled?'" and added, "The dog was anxious and bit the leash, and the lady who brought the dog was crying." They continued, "The entrance allowed entry, so if there was a problem in the middle, shouldn't they have politely guided us?" and "No matter how angry, I was saddened that this was the only way they could provide guidance."

Public opinion against Lotte Mart also worsened. Citizens criticized, saying, "Don't try to put out the fire online, go and apologize in person," "How can a company named Lotte, which is a friend we go with, engage in such discrimination and hate acts?" "The manager should apologize directly to that person and also to the dog," and "I will boycott."

Meanwhile, it is reported that the employee directly apologized on-site to the female puppy walker of the guide dog and her husband immediately after the incident occurred. Afterwards, the employee conveyed their apology through several phone calls.