McDonald’s employee sends customers to the kiosk, triggering a debate

A viral video shows a confrontation between a McDonald’s customer and an employee who redirected them to a kiosk to place an order, which allegedly resulted in the employee being sent home.

As of Thursday, the video shared by @lovesd4rkness had 690,000 views on TikTok.

The video begins with the cashier serving another customer after instructing the TikToker to use a digital kiosk to place their order. The TikToker then tells the cashier that it makes no sense to direct one customer to the kiosk and not the other.

The employee replies by saying they are trained to direct customers to the kiosk when they are busy. The TikToker explains to the cashier why he thinks this is wrong, after which a manager walks by and asks if everything is ok.

“We came in and wanted to go to the checkout and place the order, but she said no, we don’t do that anymore, she chased us to the machines,” says the TikToker. “Less than five minutes later, she’s accepting the first customer to walk in, and we’ve just finished ordering. It’s kind of messed up.”

The manager then apologizes on behalf of the cashier while directing her to a different location in the restaurant, while the TikToker goes on to explain why he feels he should have been served by the cashier.

Some viewers sided with TikToker, pointing out the inconsistency of instructing one customer to use the kiosk and the other not.

“The manager handled it well,” wrote one commenter. “The employee should have taken the other customer to the kiosk as well. Keep it consistent.”

“The people who say they’re taking their side because McDonald’s is pushing kiosks… They treat customers equally,” wrote another commenter. “That’s not the right way.”

“But I mean I’d be upset if I was in her shoes, too,” one commenter wrote. “Fuck that lady, because she chooses who to serve. I love this manager at the end.”

However, the vast majority of commenters sided with the cashier, with many speaking as former or current employees being asked by management to direct customers to the kiosks.

“Honestly I’m on her side,” wrote one commenter. “I bet McDonald’s pressured her to rush people to the kiosks and she’s just trying to follow directions.”

“Personally I’m on their side if it’s full you just have to read the room and use the kiosk,” wrote another commenter. “Learning how to use it honestly benefits you as a consumer.”

“You can’t necessarily blame her for being told to do it that way,” wrote one commenter. “She just does what she’s told. Seems to be a miscommunication in the workplace.”

The Daily Dot contacted @lovesd4rkness via TikTok comment and McDonald’s via email.


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*Initial publication: November 24, 2022 at 9:57 am CST

Brooke Sjoberg

Brooke Sjoberg is a freelance writer for the Daily Dot. She received her bachelor’s degree in journalism from the University of Texas at Austin in 2020.

Brooke Sjoberg McDonald’s employee sends customers to the kiosk, triggering a debate

Jaclyn Diaz

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