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a deaf woman california She said she was denied service at a local Dunkin’ location after employees were asked to remove mask so that he could read their lips.

“I couldn’t hear anything. I wear a cochlear implant, but I didn’t have it at the time. I’ve never been refused service and it hurts,” Shannon Heroux said in the viral Tiktok The video she posted on September 13.


The incident happened in the Encino area earlier this month when Heroux, an Uber driver, was at Dunkin’ cash register and asked the cashier and manager to lower their masks so that he could read or write on their lips. that what they are doing. were saying

“He didn’t believe me. You could see it in his body language,” Herroux said of the manager. “I kept saying, ‘Write this,’ a time or two, and then he just kept talking with his mask on. And then before I knew it, I said, ‘Are you going to take my order?’ And he said no, or he didn’t shake his head.”

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“They refused to put the mask down. We’re six feet apart, there’s a plexiglass on the side. I’m wearing my mask. Like, what more do you want from us. We struggle so much during this pandemic. Just enough ,” she added to the video tearfully.

More than a week after the incident, Herrocks said she was still “heartbroken” by what happened, CBSLA told.

Face masks reinstated as COVID-19 cases rise in these companies

The North Hollywood woman said it has been a struggle for her since the mask mandate was implemented in response to last year coronavirus.

“The whole time, since we essentially went into our first shopping experience with masks on, I had to have my partner by my side,” the outlet explained.

“I want to know, like, what this manager is like other people and why he would do it,” she said. “No deaf person deserves it, you know. It’s an invisible disability. We shouldn’t be judged that way, whether we speak or not. It doesn’t matter.”

Heroux posted a follow-up TikTok video later this week saying she had met with Dunkin’ Franchise Owners To discuss ways to support the deaf community, potentially including wearing a mask with clear plastic over the mouth area so that clients can read lips and possibly also receive sensitivity training.

he also added that event manager Wasn’t fired, but was written, and she’s looking forward to a face-to-face apology.

Dunkin’ also issued an apology over the incident when it first surfaced last week.

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“We take matters like this very seriously,” a Dunkin’ representative said last week. “At Dunkin, we are committed to creating a welcoming environment and treating each guest with respect and dignity. We have contacted the guest to apologize, and we are actively working with him to resolve the matter. are working.”