In a deeply troubling incident, Marquise Vanzego, a Black man from Maryland, was shocked and appalled when a racial slur appeared as the “guest’s name” on his Chick-fil-A order receipt. This unsettling experience occurred on August 23 at a Chick-fil-A in LaPlata. Vanzego had gone there to order chicken strips, fries, and a drink, only to be called an offensive name when his to-go order was ready. The incident has since sparked widespread discussions about racism, accountability, and the critical importance of respectful communication in customer service.

The Incident: What Happened at Chick-fil-A?

Marquise Vanzego, 52, arrived at the LaPlata Chick-fil-A to place an order in person. He clearly provided his name to the employee taking the order and waited for it to be prepared. However, instead of hearing his actual name called, Vanzego was stunned to hear an employee announce “Monkeys.” Initially, he thought it was a mistake, but when the worker confirmed that the order was for “the man in the white van,” Vanzego realized he was the intended recipient.

Upon inspecting his receipt, he was horrified to find that the racial slur was listed as his “guest name.” Angry and disbelieving, Vanzego immediately confronted the manager, expressing his outrage and questioning whether this was part of a broader issue of racial profiling. He was left wondering if this incident was isolated or reflective of deeper racial biases.

Vanzego’s Reaction: Outrage and Humiliation

Vanzego described feeling humiliated by the public nature of the incident. In a statement to TODAY, he said, “It felt like a sting in my heart.” The event reminded him of similar discriminatory experiences he had seen in the news and encountered in his own life. He shared the incident on Instagram, writing, “This wasn’t just offensive—it was humiliating.”

He also posted a video of his interaction with the manager, clearly stating that he had given his real name, “Marquise,” at the time of the order. His frustration was evident as he questioned how such a blatant misinterpretation could occur.

Chick-fil-A’s Response: Apology and Responsibility

In response to the incident, Chick-fil-A’s corporate office acknowledged that it was “unacceptable” and not aligned with the company’s standards. However, they noted that the LaPlata location is independently owned, meaning the franchise owner holds responsibility for handling the matter.

The owner explained that the employee involved was a 17-year-old white male who claimed he misheard Vanzego’s name as “Monkey.” When Vanzego questioned this explanation, he asked if the owner had ever met someone named “Monkey,” pointing out the absurdity and hurtfulness of the situation. Despite the severity of the incident, the owner informed Vanzego that the teenager would not be terminated.

Demand for Accountability

While Vanzego acknowledged the employee’s youth, he insisted on accountability. “He’s 17, he’s still learning,” Vanzego said. “But he needs to understand that there are consequences for actions like this.” He emphasized that his demand wasn’t purely for punishment, but for the teenager to understand the harm his actions had caused.

Vanzego also attempted to speak directly with the young employee, but the manager denied him this opportunity, further increasing his frustration. He felt that this prevented meaningful resolution and left him feeling that the store’s response was inadequate.

Mixed Reactions on Social Media

As Vanzego’s story circulated on social media, it generated a wide range of reactions. Many users expressed support, with comments such as, “No one should have to face this kind of treatment,” and “Customer service training needs to improve to prevent incidents like this.”

However, some users perceived the situation as a miscommunication rather than intentional racism. They argued that the 17-year-old simply misheard Vanzego’s name. On the other hand, many countered that “Monkey” is a well-known racial slur and cannot be brushed off as an innocent error.

Why This Incident Matters

This incident highlights the ongoing challenges that Black Americans can face in everyday situations, even when simply picking up food. It also raises questions about how companies respond to complaints of racial insensitivity. While Chick-fil-A’s apology was a step forward, it underscored concerns about whether independent franchisees maintain the same accountability standards as corporate-owned locations.

Additionally, this case brings to light the importance of comprehensive training in customer service roles. Employees must be educated about the impact of their words and actions to prevent similar incidents.

Conclusion: The Need for Racial Sensitivity and Accountability

The incident involving Marquise Vanzego at Chick-fil-A serves as a reminder of the racial biases that still exist in customer service. While some view the situation as a misunderstanding, the hurt caused by the racial slur is undeniable. Vanzego’s experience highlights the need for better training, accountability, and a commitment to fostering a respectful and inclusive environment.

Moving forward, addressing such incidents with seriousness and empathy is essential—not just for good business, but for basic human dignity. The experience should prompt businesses to prioritize racial sensitivity training to ensure all customers feel respected and valued.