Shannon Heroux is deaf, and she says that a routine stop for a cup of coffee at a Dunkin’ left her in tears. On that morning, the battery in her cochlear implant ran out just as she walked into the Dunkin shop in Encino, California. Without the implant, she couldn’t hear a thing. She can read lips, but the workers inside had COVID-19 masks that covered their face. When she tried to tell them that she was deaf, and asked to write down her order, she says they didn’t have a pen for her.