A woman has alleged that employees at a Dunkin’ in Encino, California, refused her service because is deaf, saying they didn’t believe she couldn’t hear them because she speaks so well.
Shannon Heroux, 32, broke down in tears as she shared her heartbreaking story on her @shannon_heroux TikTok account, where her videos about the alleged incident have gone viral.
‘I’ve never been refused service before, and it hurts. It hurts really bad. Dunkin’ Donuts is my favorite place to go,’ she said in the first clip, which has been viewed more than 2.3 million times.
Allegations: Shannon Heroux, 32, claimed in a viral TikTok video that she was denied service at a Dunkin’ in Encino, California, because she was deaf
Looking back: Shannon broke down in tears as she recounted how she told an employee that she was deaf and needed her to pull down her mask so she could read her lips
Hard to handle: Instead of letting Shannon lip read, the employee went to get her manager, who also refused to pull his mask down so she could understand what he was saying
Shannon explained that she has a cochlear implant, an electronic device that electrically stimulates the nerve for hearing, but was not wearing it at that time.
According to her account, she called a female employee over and told her that she was deaf and needed to read her lips. Instead of taking her mask off, the woman went to get the manager.
‘I’m an Uber driver, so I got a ride and I was like, “Hey, I have to order my drink. I have to go,”‘ she recalled. ‘The manager comes over and I could just tell by his body language, his face, he was going off.’
Shannon sobbed as she explained how he repeatedly waved his hand in front of her face, but she wasn’t able to read his lips because he had his mask on.
‘I kept saying, “I can’t hear you. I can’t hear you. I need to lip read.” He refused to write anything down. He refused to pull his mask down,’ she said, noting they were six feet apart and separated by the plexiglass screen at the counter.
Following the rules: The TikToker noted that she had her mask on and was socially distanced when she asked them to pull down their masks to help her
Heartbroken: ‘I’ve never been refused service before, and it hurts. It hurts really bad. Dunkin’ Donuts is my favorite place to go,’ she said
‘I’m wearing my mask. Like, what more do you want from us?’ she asked. ‘We struggle so much during this pandemic. Enough is enough. People don’t believe I’m deaf, and I could sense and feel from him that he didn’t believe me. He didn’t believe I was deaf because I speak so well. It’s a blessing and a curse.’
In her follow-up video, which was a continuation of the first, she tearfully explained how she has had similar issues at other stores and businesses during the COVID-19 pandemic.
‘I shouldn’t have to go through this. No deaf person should have to go through this. I’m at my breaking point in this pandemic where I just don’t ever want to listen to anybody anymore,’ she said.
‘I’ve been discriminated this entire pandemic, and it’s about time someone does something. Target, Costco, the grocery store, Walmart, now Dunkin’, I’ve had enough. I’ve had enough.
‘We do the right thing and you guys don’t care,’ she added. ‘You kick me out for wanting to get a peach passion fruit tea. Like, really? Something needs to change.’
Sad: In her follow-up video, which was a continuation of the first, she explained how she has been discriminated against at other businesses during the pandemic because she is deaf
Seeking change: Shannon demanded an apology from Dunkin’, and later shared in a follow-up video that she was in contact with the franchise’s corporate office
Looking back at her experience at that Dunkin’ location, she said nobody would help her, not the people behind her nor the female employee at the counter.
Shannon ended the video by demanding an apology, saying: ‘I’ve never felt this way, and I don’t wish this upon anyone.’
In a third clip, she alleged that she has been in contact with Dunkin’s corporate office, and they told her they would give her an update on what’s going to happen at that location by Friday.
‘The general manager at that location also wants me to go in to get my apology and take care of my order, and I felt that wasn’t going to be enough,’ she said. ‘So, that’s why I reached [out to] corporate in the first place.
‘You know, it’s just important that change gets made,’ she added. ‘I stand up for the deaf community. I’m just really happy I spread awareness. I am happy I reached all of you.’
DailyMail.com has reached out to Dunkin’ for comment.