A customer service representative at a Kingsport Domino’s restaurant has been fired after video surfaces of a man who identifies himself as paraplegic, says he was unfairly treated at the local store.
The video was posted on social media on Memorial Day and has been viewed hundreds of thousands of times.
In the video, Dustin Kaywood is seen crying and says the Domino’s pizza restaurant, located on Center Street in Kingsport, treated him unfairly because he is a paraplegic. He said in his post, the “discrimination and disrespect they did to me really just put me in a hard dark spot.”
The video resulted in two employees being disciplined for what a Domino’s rep calls not showing common courtesy.
According to Domino’s, a customer service representative was fired for hanging up on the customer and the driver was suspended one week for not taking the time to address the customer’s needs.
In addition, management of the store says they have personally contacted Kaywood, and will keep in touch with him, to make sure nothing like this happens again.
“This has nothing to do with policy, so to speak, but common courtesy. Apparently, none was on display that evening,” said Tim McIntyre, a spokesperson from Domino’s.
Domino’s Director of Operations for Northeast Tennessee and Southwest Virginia, Brian Spiva, said the situation at the downtown Kingsport shop has highlighted the importance of working on curbside service.
“I apologize for the events. I spoke with him last night and apologized as well. It’s not a reflection of our company” Spiva said. “We’re working with him on the curbside service that we’re actually looking to implement in more locations that don’t have drive-throughs because it’s a great opportunity that we didn’t realize existed.”
Spiva said they have offered Kaywood his next 10 orders for free.
The following is a statement from the franchisee’s director of operations:
We contacted Mr. Kaywood shortly after he posted this. The supervisor called and offered his next order for free and insured him we would investigate the situation. I then called Mr. Kaywood personally got his side of the story, that consisted of our driver was running out the door and wouldn’t stop and back go in to get his food. The driver advised him to call the store and they would make arrangements to bring his order out. He called the store and got into an argument with the CSR, who hung up on Mr. Kaywood. The CSR has been terminated for hanging up on the customer and the driver suspended one week for not taking time to address the customer’s needs. I personally made sure Mr. Kaywood saved my contact info, so that he could call me directly whenever he ordered from us in the future, so that I could arrange curb side pickup.