Oklahoma woman says she was refused service at Burger King because she is deaf

OKLAHOMA CITY -- An Oklahoma woman says she is frustrated after being refused service at a Burger King in Oklahoma because she is deaf, according to KFOR.

Rachel Hollis says she was stopping to get food after taking her two sons to hockey practice.

“I had my order ready, I had it typed on my phone. I do that often when I go through drive-thrus, it hasn’t ever been an issue," Hollis told KFOR through an interpreter. "I show him my order, and he gives me this face of frustration.”

Hollis says she started taking a video of the incident because she was feeling uneasy, then in the video you can see the employee hand her a note that says, “Can’t do a full order at the window. Too busy.”

Eventually, the employee comes back to the window and starts arguing with Hollis.

“You have to come inside. It’s too busy. Too busy ma’am, I can’t do a full order at the window I’m sorry," the employee says to Hollis. "It has nothing to do with your disability, I have a disability too."

After that, he slams the window shut.

Hollis says one of the worst parts about the whole experience was that it happened with her kids in the car.

"I could tell they knew something was going on, I was just trying to keep them calm," Hollis said. "I said I’ll explain it to you when we get home. But they knew something was going on.”

Hollis says she tries to stay calm in that moment, but she’s tired of people being treated that way.

“When I got home, that was when I really broke down. I was very upset, I was crying, I was very tired. I’m tired of discrimination,” Hollis told News 4 through an interpreter. “I’ve never experienced anything like that, for someone to call the police. That’s crazy, it just doesn’t seem right.”

News 4 reached out to the Burger King corporate office about the situation, in a statement Burger King said:

All guests should be treated with respect and provided with a high level of service at our restaurants. The restaurant owner has reached out to the guest and her family to apologize, the employee was terminated and all employees at the location will undergo additional sensitivity training to ensure our customers always feel welcomed.

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4 comments

  • lml25

    Everyone wants a lawsuit–everyone wants to complain. Hey ,I want a date with Scarlett Johannsen–who do I sue to get one?

  • Sick of the crap

    I can understand her frustrations but the kids are old enough to play hockey so it sounds like old enough to place the order. Just a thought… But the worker was definitely in the wrong.

  • judy

    She was not served because she did not follow the rules, not because of her disability. A drive thru is for quick service and convenience. If the whole order has to be processed at the paying window it slows down the whole process. It is not fair to the other customers who are using the system as intended. Park the car and go in since you are not able to go thru the drive thru without causing a delay for all of the other customers. Burger King is not at fault.

    • aw

      Burger King is completely at fault. She ordered on her phone which saves time. The phone app asks “Drive Thru Order or Restaurant Order”. If I click drive thru order and they tell me I have to come inside I would likely just drive away. Burger King app has stolen money from me from double charging, sometimes triple charging my credit card. The app has false advertised special offers to me, only to end up charging me full price anyway. If Burger King was not at fault, why would they fire their employee and make a public statement condemning his actions ? Maybe you should keep your naive uninformed and uneducated comments to yourself. People like you make me PUKE! You probably work for that very same Burger King.

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