• Deaf woman outraged over service at Dunkin Donuts

    By: Elizabeth Hopkins


    FRAMINGHAM, Mass. - A deaf woman is outraged by the way she said an employee treated her at a local Dunkin' Donuts.

    With three little kids in tow, busy mom-of-three Jessica Sanzillo said she's at her local Dunkin' Donuts just about every day.

    "I rely on coffee a lot!" she told FOX25 via an interpreter. 

    She said she gets her coffee at the same Framingham Dunkin' Donuts, ordering through a texting app. Jessica said that she writes her order and what her kids want onto her phone, and then will drive up the window and show them her order.

    On Monday, Jessica says she was refused service because she didn't use the speaker and would not be served her coffee unless she came inside. Something, with three little ones in her car, she couldn't do.

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    "There were three other workers there that know me, that see me every day. When the server refused to serve me my drink, none of the three people came over and told him that it wasn't okay, that she's a routine customer, she's deaf. They didn't say anything. They just stood back and watched," she told FOX25.

    But it's a bigger issue than just one Dunkin' Donuts on one day, Jessica told FOX25.

    "It happens enough.  Not every day. But...too often," she said.

    Jessica says aside from being refused service, she's been mocked at another location. She wants to see better training at all businesses and restaurants. A prestigious school for the deaf is in Framingham, and Jessica said the town should be setting a customer service standard for the whole state.

    "They should expect different types of people that come into their store and they should try to work with them," she said.

    Jessica knows she's just one person, with one voice.  But she hopes her story makes a difference.

    "We just want you to know that we're just like you-we're no different. We just communicate with our hands. And, be patient," she said.

    FOX25 reached out to Dunkin Donuts and they said the franchise owner apologized for the incident and has fired the employee involved.

    At Dunkin' Donuts, providing a friendly and welcoming restaurant environment for all of our guests is a top priority. We are aware of the guest complaint regarding the franchised Dunkin’ Donuts restaurant at 334 Waverly Street in Framingham. We have been informed that upon learning of the customer complaint, the restaurant’s franchisee who owns and operates this restaurant spoke with the guest to apologize for the experience and to try to resolve the matter. Additionally, the franchisee informs us he has terminated the crew member involved in the incident. Franchisees are required by their franchise agreement to comply with all applicable laws.



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