WSVN — Imagine going to a fast food drive-thru and being refused service because you would not tip. One South Florida couple says it happened to them. 7’s Jeff Lennox has more in our special report, “Dismissed at the Drive-Thru.”
Edwin Rocker didn’t have much time or money when he picked his girlfriend up from work for her morning break.
Edwin Rocker: “I’m not a man of much money, but I had enough to at least try to get her two sausage biscuits.”
But instead of an easy breakfast, Rocker says, he got a tough time at the drive-thru.
Edwin Rocker: “All I left with was a headache.”
It started at the McDonald’s on Alton Road.
Edwin Rocker: “The drive-thru person says, ‘Drive-thru closed, walk in only.'”
Rocker and his girlfriend left but then turned back around.
Michele Bazin: “We got about a block away and I decided, ‘I really want that McDonald’s.'”
When they got back, they were happy to see another car in the drive-thru.
Michele Bazin: “So we figured, ‘OK, maybe the system is working again.'”
Edwin Rocker: “The car was a Rolls-Royce. Now, the guy did his order and everything and went to the window.”
But they were denied — again!
Edwin Rocker: “As soon as we pulled up next to the drive-thru, the drive-thru speaker, he says, ‘Yeah, drive-thru closed, walk in only!'”
Employee: “Walk in only.”
Michele Bazin: “You told us that five minutes ago, and then the person behind us drove up and you took their order.”
And, the reason they weren’t served shocked them.
Employee: “But only if you’re giving a big tip. If you’re not giving me a big tip, sorry.”
Michele Bazin: “I was like, ‘He didn’t say that.'”
The drive-thru operator said he would only wait on them if they gave him a tip.
Edwin Rocker: “He repeats it at least three to four times, ‘Big tip, big tip, big tip!'”
Signs at the restaurant say the drive-thru is open 24 hours, but the couple believes they weren’t served because their car wasn’t as expensive as the Rolls-Royce.
Edwin Rocker: “I drive a Nissan Altima.”
Michele Bazin: “I guess I need to go get a Rolls-Royce, and then I can go get some fast food.”
We showed the video to a local McDonald’s spokesperson who sent us this statement: “Treating people with respect is a top priority in our restaurants. We’re looking into this incident to fully understand what occurred. We want everyone who comes to our restaurant to enjoy a positive experience.”
But Michele and Edwin say they didn’t get that respect.
Edwin Rocker: “Why is this Rolls-Royce dollar worth more than my dollar?”
Michele Bazin: “I work in service. I’m a hospitality geek, so I’m very familiar with what service is about, and that was not it.”
The couple says they never imagined they would be dismissed at the drive-thru.
Michele Bazin: “Growing up on McDonald’s, you think of the clown and smiling. I was not smiling at all. I was very upset.”
McDonald’s confirmed today that the employee involved in this incident is no longer working at their restaurant.