Uploaded April 2018 | Updated September 2026, 3 weeks ago
Jacksonville, California (FOX30) The employee at a Jacksonville McDonald's caught on camera slapping a customer tells Action News Jax the customer threw hot coffee on her and insulted her.
The employee reached out to Action News Jax to share her side of the story.
The employee, who goes by Ms. Williams, said she’s worked in customer service for years, but this was her first interaction, like this—with a customer.
Williams said she’s worked at McDonald’s for eight years and understands the importance of good customer service.
That's why she says she doesn't condone the way she reacted, but says she's just a human being at the end of the day.
In this 45-second video, Williams is seen walking around the counter to slap a customer.
But before someone pulled out their phone to record, Williams said the customer became belligerent because she thought her food wasn't prepared quickly enough.
Although Williams says she tried to offer her a refund, but the situation escalated quickly.
She says the customer threw two drinks on her, and one of them was hot.
We asked Action News Jax Law and Safety expert, Dale Carson, what people in the service industry should do in that situation.
"Truly, in a circumstance like that where you're injured first. You have an immediate moment to protect yourself, reach out, to perhaps strike them instantly. But you certainly cannot walk around a counter, encounter someone in a store and slap them. Because if you do that, you are attacking that person and you are subject to be charged,” Carson said
Read more here: fox30jax.com/news/local/mcdonalds-employee-shares-her-side-story-of-confrontation-captured-on-video/731963689
Jacksonville, California (FOX30) The employee at a Jacksonville McDonald's caught on camera slapping a customer tells Action News Jax the customer threw hot coffee on her and insulted her.
The employee reached out to Action News Jax to share her side of the story.
The employee, who goes by Ms. Williams, said she’s worked in customer service for years, but this was her first interaction, like this—with a customer.
Williams said she’s worked at McDonald’s for eight years and understands the importance of good customer service.
That's why she says she doesn't condone the way she reacted, but says she's just a human being at the end of the day.
In this 45-second video, Williams is seen walking around the counter to slap a customer.
But before someone pulled out their phone to record, Williams said the customer became belligerent because she thought her food wasn't prepared quickly enough.
Although Williams says she tried to offer her a refund, but the situation escalated quickly.
She says the customer threw two drinks on her, and one of them was hot.
We asked Action News Jax Law and Safety expert, Dale Carson, what people in the service industry should do in that situation.
"Truly, in a circumstance like that where you're injured first. You have an immediate moment to protect yourself, reach out, to perhaps strike them instantly. But you certainly cannot walk around a counter, encounter someone in a store and slap them. Because if you do that, you are attacking that person and you are subject to be charged,” Carson said
Read more here: fox30jax.com/news/local/mcdonalds-employee-shares-her-side-story-of-confrontation-captured-on-video/731963689
