A blind grandmother was left stunned and near tears after a local supermarket refused her entry because of her guide dog, citing the store owner’s severe allergies.

Caroline Kennelly, 54, who has been legally blind for more than two decades, had visited the Morrisons Daily store in the Saxon Fields estate, Wincheap, Canterbury, for the first time when she was abruptly stopped at the entrance.

Despite her golden retriever, Dougie, being a fully trained assistance dog wearing his official harness, a staff member firmly told her that dogs were not allowed inside.

The store, which displays three separate signs on its door warning against any pets due to the owner’s allergies, remained unwavering in its stance.

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Even after Ms. Kennelly explained that guide dogs are legally protected and must be permitted access, she was still turned away.

“I stood there in complete disbelief,” Ms. Kennelly recounted. “I told him, ‘You’re breaking the law. You are not allowed to deny me access here,’ but he just wouldn’t listen.”

Feeling both humiliated and powerless, she refused to leave at first, determined to stand her ground. But as the situation escalated, she felt overwhelmed.

“I was nearly in tears but tried to hold it together. It’s intimidating and discriminatory,” she said. “I’m a strong person, but this really shook me.”

Ms. Kennelly’s journey with blindness began at the age of 11 when she was diagnosed with retinitis pigmentosa, a rare degenerative eye disease. Over time, her vision deteriorated, and now she is only able to see vague shapes within a very narrow field.

Without Dougie, even a simple trip to the store would be a daunting challenge.

“Dougie changed my life,” she said. “He gave me my independence back. With him, I don’t have to rely on others—I can go where I want, when I want. He’s my best mate.”

Yet, despite clear disability laws in place, the store manager has insisted that the no-dog policy will remain, including for assistance animals. They did, however, offer to have a staff member shop on Ms. Kennelly’s behalf.

But to her, that offer misses the point entirely. “That’s not independence. That’s not equality,” she said. “I shouldn’t have to depend on a stranger to do something as basic as buying my own groceries.”

The situation has sparked wider concerns about accessibility and discrimination against those with disabilities. Under UK equality laws, businesses must accommodate service animals, and banning guide dogs is illegal.

The Equality and Human Rights Commission states that while employers can take steps to protect staff with allergies, a total ban on assistance dogs is not considered a reasonable measure.

In response to the controversy, Morrisons headquarters has stepped in, clarifying that the store is a franchise and that they are working with the owners to find a fair solution. However, no resolution has been announced.

The incident has left Ms. Kennelly worried about future encounters. “This has really shaken my confidence,” she admitted. “If one store refuses me, what’s to stop others from doing the same?”

Meanwhile, supporters have rallied around her, with many calling for stronger enforcement of disability rights. Guide dogs are not pets; they are working animals essential for the independence of people with visual impairments.

For now, Ms. Kennelly has had to rely on friends for assistance, but she remains hopeful that this experience will push for better awareness and compliance with the law.

“I just want to live my life like anyone else,” she said. “And I shouldn’t have to fight for that right every time I step into a store.”