In one of her TikTok videos, a visibly annoyed Heroux vented: “I’m wearing my mask, we’re 6 feet apart, there’s plexiglass. What more do you want from us? We [people who are deaf] fight so much during this pandemic. Enough is enough. “TikTok agreed. The videos have more than 11.5 million views and many comments at the time of writing.
“Even if the employee policy is to hold the mask, they should have tried to communicate with you anyway. Write on paper, tap on a phone. EVERYTHING, ”wrote one commentator (via TikTok). Another said, “I cry when I see this … I have a child with special needs and I know exactly what it feels like!” Others urged Dunkin to do better. As one person put it, “@Dunkin fix this and fix it NOW.”
Several people apparently advised Heroux to file a civil rights complaint or lawsuit. According to the law firm KRCL, “Title III of the Americans With Disabilities Act (ADA) requires companies to remove barriers to communication.” The law requires restaurants to take steps to ensure that customers with disabilities have “full and equal” access to the goods and services offered. This also includes the provision of “tools and services”. Heroux said on TikTok that she would like an apology from Dunkin.
In a statement to Newsweek, the company said, “We strive to create a welcoming environment and treat each guest with dignity and respect.” Dunkin also said it apologized to Heroux and tried to find a solution.
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