Deaf Woman Plans Dunkin' Donuts Demonstration After Outrage Over Service

FRAMINGHAM, MA – After being appalled by her treatment at a Framingham Dunkin' Donuts, Jessica Scanzillo is taking action in the hopes that she can prevent her experience from happening to someone else.

Scanzillo, who is deaf, said that Labor Day morning she and her three kids pulled up to the drive through window at 334 Waverly St. to place their order. She regularly writes down her order on her phone's "memo" app and shows it to the attendant at the window, but on this day, she said the employee wouldn't accept it and told her to go inside.

She couldn't leave her children in the car to go inside, so she stood firm and eventually asked for the manager. She was told the manager hadn't yet arrived.

"There are three people that work there that know me. They see me everyday! And they know the manager would not accept the way [employee] was talking to me," Scanzillo wrote in an email. "They just stood there and watched, they did not interfere and explain to [employee] that he can't refuse to serve a deaf customer because I did not speak in the microphone."

Scanzillo was ultimately served, after what she said was close to 10 minutes of arguing and nasty looks from the employee.

She told Patch the franchise owner of the Framingham Dunkin' called her to apologize and promised to send her a coupon book.

In a statement to Fox25, Dunkin' Donuts said the employee has been fired:

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.

But Scanzillo said her experience is indicative of a larger problem at chain restaurants with drive through options. She said many do not have touch screen capability, so deaf and hearing impaired customers must drive up to the window to place their order.

She has planned a demonstration at the Framingham Dunkin' with a group of family and friends where they will all order through their phones. So far, she has close to 30 people joining her.

Scanzillo said she also will return on Sept. 25 to see if the outlet has made accommodations for the deaf.

"This needs to stop," Scanzillo wrote. "Deaf people, including me, we don't need any of this crap."

Patch reached out to Dunkin' Donuts; a representative was not immediately available for further comment.

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