Singapore’s distribution and retail arm for clothing and accessories chain for Zara, RSH Limited, apologized to Cassandra Chiu, blind woman who was turned away by a security guard at the Zara Ngee Ann City branch on Friday.

Chiu had tried to enter with her guard dog Esme and a male friend, but claims that the security guard at the shop allegedly stopped her and verbally abused her. However, an eye witness, who wishes to remain anonymous, claimed that Chiu and her male friend had behaved aggressively towards the guard, which prompted the misunderstanding.

The security guard, contracted through a third party security firm, has been removed from his position at the store, RSH said.

“We sincerely apologise for the unpleasantness, disappointment and anger caused to Ms Cassandra Chiu, as well as members of the public,” RSH said in a statement on Monday.

It also confirmed that the store welcomes guide dogs and their owners. The incident was caused by an “unintentional misunderstanding regarding courtesy rules at our stores”, RSH said.

To read Esme’s original Facebook posting, please read:

To read the eyewitness account of the incident, please read:

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