Coffee shop manager in Jacksonville, NC tells customer to get out over drink complaint and called the police on them [VIDEO]
A dispute over an incorrectly made drink escalated when the manager refused a refund or remake, leading to profanity and a police response.
Sakinah Szade recently walked into 910 Coffee Co in Jacksonville, North Carolina expecting to enjoy a drink from a shop she had never visited before. She left without the drink, without a refund, and with a police response after the manager allegedly cursed her out. The incident was detailed by Szade in a Facebook post that has since gone viral. It has sparked heated debate in the local community and drawn in competing coffee shops looking to capitalize on the controversy.
According to Szade, she politely informed staff that her drink was made incorrectly. The manager refused to remake it or issue a refund. Instead, the manager offered what Szade described as a compromise: scooping the foam off the top of the drink. When Szade and her companion responded with something to the effect of “Okay, scoop,” the situation escalated. The manager allegedly told them to “get the out of her store” because she was “the manager.” After that, she called the police.
Szade posted a smiling photo of the manager with her account, writing, “everyone say hello to the manager!!!” The post promised a full “story time” video, which later surfaced on TikTok.
One Drink, Two Requests, Zero Remake
The TikTok video, posted by @shaqueef.okneel, is not the raw surveillance footage but a narrated analysis using clips and descriptions of the event. The narrator says they visited 910 Coffee once before and did not return because “it wasn’t for me.” So, they walked viewers through what they understand happened based on the footage and customer accounts.
According to the narrator, two paying customers approached the counter politely after receiving a drink made incorrectly. They explained the issue and asked if it could be remade. Thus, noting they had requested it a certain way. The manager refused a remake or refund but offered to scoop out part of the drink—likely foam or an unwanted ingredient—as a compromise.
The narrator, a former coffee shop worker, noted that a simple remake would have been standard practice. “My bad, Queens, let me remake it,” they said. Thus, contrasting their approach with the manager’s escalation. Instead of fixing the order, the manager offered a solution that addressed only part of the problem while leaving the underlying issue unresolved.
‘Okay, Scoop’ — The Line That Changed Everything
When one of the customers responded with “Okay, scoop,” the manager allegedly escalated quickly. According to the narrator and Szade’s account, the manager told them to “get the F out of my coffee shop” because she was “the manager.” The shift from a service interaction to a confrontation happened in seconds.
The manager then took the drink back, issued no refund, and called the police on the customers. The narrator portrays the customers as calm and polite throughout the initial approach. Meanwhile, the manager showed what they described as unprofessional “attitude” and pride. The phrase that triggered the escalation—”Okay, scoop”—was not an insult or a raised voice. It was acceptance of the manager’s own proposed compromise.
The police response added another layer to the incident. Szade and her companion were not arrested. However, the call itself became part of the public record of the dispute. For a customer who simply wanted a drink remade, the outcome was a morning spent dealing with law enforcement instead of enjoying coffee.
The Footage That Both Sides Say Proves Their Case
Szade later posted in the comments of her Facebook thread that the shop released its surveillance footage with audio. The video is available in the comments. She claimed the video proved her account was accurate and nothing in her post was “incorrect or defamatory.” According to Szade, the footage shows the drink was not remade, no refund was issued, and the manager took the drink back. As a result, meaning she and her companion paid but did not keep the item.
She also noted that she remained calm throughout the initial exchange, showed what she called “natural BLACK SSA,” and that both she and her friend are service workers themselves who tipped. She insisted she never yelled first.
The shop, or someone representing it, engaged in the Facebook comments. Some defenders of the business argued the customer was rude “from the jump,” ordered without reading the drink description, and then complained about how it was made. One comment suggested the guest “ordered something without looking at the description of how it’s made… then wants to tell them they made it wrong.” The footage, whichever side it supports, has become the central piece of evidence in a dispute that has now been viewed hundreds of thousands of times.
A Local Coffee War Breaks Out in the Comments
The comments on Szade’s post and related threads quickly became polarized. The majority of visible comments sided with Szade, calling the manager a “Karen” and accusing her of passive-aggressiveness, pride, and unprofessionalism.
One user wrote, “She stole my drink.” Another said, “I’d press charges.” A third commented, “They’re the worst.” Some speculated about racial bias, with one user writing, “if the customer had been white…” Several commenters said they would never return to the shop and hoped the business received “the attention they deserve.”
A minority of comments defended the shop. These users suggested the customer was rude from the start, ordered without understanding what she was getting, and escalated the situation. Sarcastic or dismissive takes also appeared, with some commenters expressing hope that the customer would face consequences for the post.
One of the most notable responses came from a local competitor. The Dragon’s Brew Cafe posted a promotional comment that read: “They say ‘get the f*** out’, well we say ‘get the f*** in’ and we will make your drink right the first time!” The comment racked up over 1,100 likes and reactions, with users praising the business and some taking shots at 910 Coffee’s quality. The promotional move added another layer to the controversy, turning a customer service dispute into a local business rivalry playing out in public view.
When a Routine Stop Turns Into a Viral Mess
The dispute at 910 Coffee Co began with an incorrectly made drink. It ended with a police call, a viral Facebook post, a TikTok analysis, and a local business defending itself in comment sections while competitors capitalized on the moment. For a shop that had been generating positive buzz with expansion plans—a mobile trailer and a second location—the incident has created a public relations problem.
The manager at the center of the dispute appears to have been a well-known and frequently praised employee at the shop. Public posts from the business have highlighted her energy and community involvement. The incident has placed her in an unusually negative spotlight for someone who has been consistently praised by the establishment.
No official public statement from 910 Coffee Co appears in the visible comment threads beyond the release of the surveillance footage. The shop’s page has continued posting about normal operations, as if the controversy is not happening. But the comments sections tell a different story, with customers vowing to take their business elsewhere and competitors swooping in to capture the disaffected audience.
Conclusion: A Drink Order, a Police Call, and a Firestorm
Sakinah Szade walked into 910 Coffee Co expecting a drink. She walked out with a viral post, a police response, and a community divided over what happened. She says the shop’s own footage backs her account. The shop has not issued a formal public statement. The manager has not spoken publicly. But for thousands of viewers in Jacksonville and beyond, the story has already taken on a life of its own.
Whether the incident reflects poor customer service, a misunderstanding, or something else entirely depends on which version of events a viewer accepts. But one thing is clear: a routine coffee run became a public relations crisis for a shop that was, until this week, riding a wave of expansion and community goodwill.
The fallout will likely outlast the morning it all began. Customers who have never set foot in Jacksonville are now weighing in. Competitors are using the moment to promote themselves. And the footage that both sides claim proves their case continues to circulate, each viewer interpreting it through their own lens. For a small coffee shop, that kind of attention—whether deserved or not—is hard to shake.
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