A dispute between a customer and Manzanita Coffee Co. in Oregon escalated online when the business provided photographic evidence to counter a negative review. The customer, who identified herself only as Haley, posted a one-star review on Google, claiming an employee rudely told her to remove her dog from the coffee shop.
Haley stated that she informed the employee the dog was a service animal and was told she could not remain inside. After an argument, Haley said she received a refund and went to a nearby hotel. She described the interaction as unfair treatment.
In a public response to the review, Manzanita Coffee Co. stated that the dog had jumped onto the counter, the surface from which food and drinks are served, before any mention of it being a service animal was made. The business claimed Haley asked, "How do you know its not a service animal?" rather than stating it was one.
The coffee shop's response, which they noted they rarely issue, also stated that the employee offered to deliver the latte outside, an offer Haley refused. The business provided a photograph showing the dog's paws on the counter surface. They also shared the review and their response on Facebook.
The shop's public post prompted numerous comments from local residents and visitors, with many praising the business for their handling of the situation and affirming that service animals are typically trained not to place paws on counters. Some commenters questioned the dog's status as a service animal due to the lack of a vest and its behavior.
Oregon state law prohibits animals, with the exception of service animals, in food establishments. According to the Americans with Disabilities Act (ADA), service animals are trained to perform specific tasks for individuals with disabilities. Therapy animals, which provide comfort, do not qualify as service animals under the ADA. Service animals are also expected to remain on the floor or be carried, according to the Oregon Department of Agriculture.