Burger King employee cited for disorderly conduct after arguing with customer over sandwich order

Kristine Solomon
Style and Beauty Writer
Shakayala Brown, an 18-year-old Burger King employee in Milwaukee, was filmed by angry customer Shawn Kremsreiter, who was demanding a refund for his sandwich order. (Photo: YouTube/Shawn Kremsreiter)

A Burger King employee was given a citation for disorderly conduct after a customer returned to the fast-food restaurant twice, accusing the chain of getting his order wrong and demanding a refund.

Shawn Kremsreiter ordered a breakfast sandwich on May 16 from a Burger King drive-through in Milwaukee, Wis., but was given the wrong sandwich, according to a police report obtained by the Journal Sentinel. Kremsreiter said he was given a new sandwich, but that after he drove away, he realized the workers had gotten his order wrong again.

The man told police he called the Burger King location to report the second mix-up and ask for his money back, but the male employee on the line simply laughed at him and hung up. So he showed up at the restaurant to ask for his refund in person, but he claims he was ignored.

That’s when Kremsreiter took out his cell phone and began filming his interaction with the employees behind the counter. In a video shared on YouTube, the man explains that he’s attempting to get a refund because Burger King workers “failed” to give him the right order.

A male employee identified by Kremsreiter as Burger King’s manager is seen smiling and nervously playing with his phone while the angry customer describes the croissant sandwich he had initially asked for. “You screwed up my order,” he says.

A female employee then enters the frame, attempting to swipe away the customer’s phone. “Do not record us,” said the woman, who was identified by the Journal-Sentinel as 18-year-old Shakayala Brown. Kremsreiter refuses to stop as the two continue to argue.

“I can record anywhere I want,” the man insists, as Brown repeats, “Do not record us.”

Brown then takes another swipe at the camera, and the video goes black. Kremsreiter later told police that it was because the employee knocked the phone out of his hand, according to the Journal-Sentinel.

In a second video, the man continues to rant and demand a refund as Brown yells, “Do not record me!” Kremsreiter challenges Brown to “call the cops,” and the employee then pushes him out of the store as he shouts, “Get your hands off of me!”

Police arrive as the video cuts out, and when it resumes, officers are inside the Burger King. Brown told police she had been processing Kremsreiter’s refund when the altercation broke out. She said she had asked him nicely to leave and didn’t physically push him at all.

But officers reviewed Kremsreiter’s videos, according to the police report, and ultimately decided it was Brown who was at fault. They then decided to issue Brown a citation for disorderly conduct.

The video also shows Kremsreiter finally getting his refund and thanking the employee who handed over the money. “All this to get a refund,” he said.

Kremsreiter didn’t receive any punishment for the incident, and he told CBS 58 he was “dissastified” and “would never go there again.”

On YouTube, commenters largely sided with Kremsreiter.

“I had a problem with an order from the McDonalds about 2 blocks from here, I went back and explained and they corrected it and gave me 2 vouchers for 2 free extra value meals,” said one commenter. “They didn't giggle at me or make me feel like an idiot.”

“I would sue for assault and battery and 6 counts of ‘not having it your way’ for false advertisement, since they mixed up your orders!” wrote another.

Yahoo Lifestyle has reached out to Burger King’s corporate offices for comment on the incident but has not yet received a reply.

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