​​Complaining And Cold-Calling At The Same Time

I work in a Chinese restaurant taking orders over the phone. A call comes in about half an hour after I arrive at work to start my shift.

Caller: “Hi, I ordered [item], and it’s really cold. This is unacceptable and I need a replacement.”

I start searching through the computer for her order.

Me: “I’m sorry, I can’t find the ticket for your order. What time did you order?”

She gives me a time about five hours prior to this phone call. She picked her food up about a half-hour after placing the order, according to the timestamp on the receipt.

Me: “Was it cold when you got it?”

Caller: “I don’t know. I put it in the fridge when I got home.”