Dunkin Donuts inadvertently "[united] all the Chinese in the world" after an employee repeatedly insulted a customer, leading to international outrage.
On May 30, Peiyin Shin went to a Dunkin Donuts in Forest Hills, New York, with her nanny and one-year-old son. When Shin tried to order a glazed chocolate donut, an employee identified as Yaibur R. made fun of her accent, refused to assist her, and denied her request to speak to a manager.
"He does not even want to look & help me," Shin wrote on the Dunkin Donuts Facebook page. "He just look at me & say ‘you have to say the whole name of the donut.’ I say why should I say the whole name. You already know what I want. You just want to make fun of me."
Eventually, another customer interrupted the interaction and started arguing with and cursing at Shin. She said she was going to call the police while recording the dispute on her phone, during which the employee was allegedly laughing.
Shin’s Facebook post has received over 5,000 comments and has been shared over 16,000 times. The incident has spread overseas, as Shin gave an interview for the Taiwanese Apple Daily, which also animated the incident in a dramatic fashion and showed part of Shin’s cellphone video.
"This behavior of discrimination & [arrogance] is unacceptable," Shin wrote.
Although Dunkin Donuts reached out to her, and the employee in question was fired, the corporation has not given a formal apology.
"Is it that difficult to you company say SORRY?" asked Youjia Xie. "Please show your respect to consumers. Post an apology on the wall won't be so hard."
Dunkin Donuts replied to several comments and said the employee’s behavior "in no way represents our company’s strong commitment to the fair treatment and well-being of all guests." Nevertheless, many think an official apology is necessary for the company’s image.
"I strongly suggest Dunkin' Donuts to have your strict rules set … before accepting any franchisee, remember your public image can be directly affected by how the way you treat your customer," wrote Jerry Gao. "What you sell is not only products, but your customer service, otherwise, just by setting up vending machines elsewhere are enough, no service required no more. Therefore, Tim Hortons, Krispy Kreme Doughnuts, the world is yours, keep going!"