In a shocking and unfortunate incident, Marquise Vanzego, a Black customer in Maryland, was left horrified after finding a racial slur listed as the “guest’s name” on his Chick-fil-A order receipt. The incident occurred at the LaPlata Chick-fil-A branch on August 23, when Vanzego went to order chicken strips, fries, and a drink, only to be called by an offensive name as he waited for his to-go order. The incident has since sparked intense discussions about racial sensitivity, accountability, and the importance of respectful communication in customer service.
The incident occurred at the LaPlata Chick-fil-A in Maryland. Credit: Google
The Incident: What Happened at Chick-fil-A?
Marquise Vanzego, 52, visited the LaPlata Chick-fil-A to place a face-to-face order, making his name clear to the employee handling his request. He ordered chicken strips, fries, and an iced tea/lemonade drink and then waited for his order to be called. To his shock, when an employee called out the name “Monkeys,” Vanzego initially thought it must have been a mistake. However, when the worker confirmed the order belonged to “the man in the white van”—which matched Vanzego’s description—he was left deeply hurt.
When he checked his order receipt, Vanzego was stunned to see that the racial slur had been used as the “guest’s name.” In disbelief and anger, Vanzego confronted the manager to demand an explanation and share his outrage over what had happened. His immediate reaction was to wonder whether this incident was part of a broader pattern of racial profiling.
Vanzego’s Response: Outrage and Disgust
The use of a racial slur in such a public manner left Vanzego feeling humiliated and angry. In a statement to TODAY, Vanzego described his reaction: “Your heart has that little sting in it. That’s what it felt like.” He explained that this incident brought back memories of other instances of racial discrimination that he had heard about in the news. Sharing his experience on Instagram, Vanzego wrote that the experience was “not only deeply offensive but also humiliating.”
The video he posted on Instagram, where he spoke to the store’s manager, reveals the extent of his frustration. Vanzego clearly stated that he had provided his real name, “Marquise,” during the order—making it evident that there was no basis for such a blatant misinterpretation.
Chick-fil-A’s Response: Apology and Explanation
Chick-fil-A’s corporate office, responding to TODAY, acknowledged the incident, emphasizing that it was “unacceptable” and fell short of the company’s standards. However, they clarified that this particular Chick-fil-A branch is independently owned and operated, with the franchisee assuming full responsibility for the issue.
According to the franchise owner, the employee who took Vanzego’s order was a 17-year-old white male who claimed he misheard the name as “Monkey.” When Vanzego questioned this explanation, he asked if the owner had ever met a human named “Monkey,” pointing out the absurdity and hurtfulness of the situation. Despite the severity of the incident, the owner informed Vanzego that the employee would not face termination.
Vanzego’s Demand for Accountability
While acknowledging the employee’s youth, Vanzego made it clear that he expects accountability. He stated, “I understand he’s a young man, he’s 17, he’s still learning. But he also needs to know that there are consequences when you do things like that.” His request was not solely for punishment but for the teenager to learn from his mistake and understand the impact of his actions.
Credit: Instagram/@dcmetrocarpentry
Vanzego attempted to address the issue directly with the teenage employee at the store, but he was denied the opportunity by the manager. His frustration, coupled with the inability to confront the individual responsible, left Vanzego feeling that the response was inadequate. He emphasized the need for greater awareness and consequences to prevent similar incidents from happening in the future.
The Public’s Reaction: A Mixed Response on Social Media
Vanzego’s story quickly gained traction on social media, prompting a wide range of reactions. Many users expressed sympathy and support, agreeing that the situation was unacceptable and indicative of a lack of racial sensitivity. Comments like, “This is exactly why proper training and awareness are needed in customer service” and “No one should ever have to experience this type of disrespect” were common among those who sided with Vanzego.
However, others saw the incident as a miscommunication rather than intentional racism. Some argued that the 17-year-old employee simply misheard Vanzego’s name and that the incident should not be considered as racially charged. Yet, many others countered this view, pointing out that “Monkey” is a known racial slur and cannot be easily dismissed as an innocent mistake.
The incident has opened up broader conversations about racial bias, workplace training, and the importance of fostering inclusive environments, especially in customer-facing industries.
The Broader Implications: Why This Incident Matters
This incident serves as a painful reminder of the challenges that Black individuals can still face in everyday life. Even in seemingly mundane situations like picking up a meal, the potential for discriminatory experiences remains high. The fact that such an incident occurred in a well-known fast-food chain highlights the need for stricter training and policies to prevent similar occurrences.
The case also raises questions about how businesses handle customer complaints related to racial insensitivity. While Chick-fil-A’s apology is a step in the right direction, it raises concerns about whether independent franchisees are held to the same standard of accountability as corporate-owned locations.
Conclusion: The Need for Greater Racial Sensitivity and Accountability
The incident involving Marquise Vanzego at Chick-fil-A is a stark reminder of the ongoing issues of racial sensitivity in customer service. While some see this as a mere misunderstanding, the hurt caused by the use of a racial slur cannot be underestimated. The story underscores the importance of training employees to understand the impact of their words and actions and the need for better accountability measures.
As discussions continue, Vanzego’s experience serves as both a cautionary tale and a call to action for businesses to ensure a respectful and inclusive environment for all customers. Addressing such incidents with seriousness and empathy is crucial—not just for the sake of good business, but for basic human decency.
