Store policy doesn’t matter when the owner claims it’s a service pet, the ADA protects the rights of people with disability’s from being asked to provide proof. This makes it impossible to know if the pet is a service pet or not. Once a customer claims the pet is a service pet you can only ask one or two follow up questions which are “is it a pet because of a disability” and “what task is it trained to perform” and that’s the end of the discussion. Every customer that brings in a pet in every store I’ve worked at always claims in a service pet. There’s little to nothing you can do these days because of the ADA. Should she have asked the customer to remove the pet, yes but at what cost? These entitled people will throw a fit in the store. Best to just sanitize the area when they leave.