Restaurant says customer threatened to kill staff, including teen employee, over refund

KANSAS CITY, Mo. (KCTV/Gray News) – A restaurant in Missouri is warning against violence after they said a customer threatened to kill its staff, including a teenager, over a refund.

Paul’s Drive In posted on social media that the incident happened on Wednesday night, Jan. 7, at its Blue Ridge Blvd. location.

The restaurant’s management said the customer asked for a refund and became verbally aggressive. The situation then escalated to explicit death threats against multiple workers.

“Last night, our team experienced a situation that crossed a line no service worker should ever have to face,” the restaurant said in the post.

The restaurant said the refund was already being processed when the threats started. It said staff are trained to prioritize safety above all else.

“We want to be very clear: this is not about a refund or a disagreement over food. Those situations happen in the service industry, and we work hard to resolve them calmly and fairly every day,” Co-owner Amanda Fulbright said. “What crossed the line, and what makes this incident especially concerning, were threats of violence that escalated to death threats directed at our employees.”

The restaurant owners said the individual was removed from the property after the transaction was completed.

The restaurant said its security cameras recorded the entire encounter. However, it will not be released as Fulbright said the goal is not to shame the individual, but to protect staff members.

“Let us be absolutely clear: Threatening violence over a food order is not acceptable. Ever,” management said. “It is not ‘passion.’ It is not ‘frustration.’ It is assault under Missouri law.”

Management said the customer has been permanently banned from Paul’s Drive In.

“We go out of our way to take care of our customers, but we will not tolerate threats, intimidation or abuse of our staff, especially our minors,” the post said.

The restaurant said violence against service workers is rising and “it has to stop.”

“Zero tolerance means zero tolerance. Our staff - especially minors - deserve to feel safe at work,” the owners said. “Threats of violence will result in immediate removal, a permanent ban, and law enforcement involvement. If you can’t treat people with respect, Paul’s is not the place for you.”

Fulbright said law enforcement was contacted, and her team continues to work through the appropriate legal channels.

In the coming days, she noted that new in-store signage will be posted to clearly outline the restaurant’s commitment to the respectful treatment of both customers and employees.

According to Fulbright, the signage will also emphasize an important component: “We are proud to employ and protect young workers.”

Fulbright also said the restaurant has been overwhelmed by the support from community members and fellow service industry workers.

“Our hope in speaking out is not to sensationalize what happened, but to help de-normalize abusive behavior toward service workers and to make it clear that kindness and basic decency are the standard—at Paul’s and everywhere," Fulbright said.