Unfiltered Story #122044

I work at a popular ice-cream store, and am currently taking a woman’s order at the drive through.

Me: “Welcome to [Ice-cream store], how may I help you?”

Woman: “I’d like a medium brownie shake.”

Our store doesn’t carry any ice-cream flavors with brownie in it. I inform her of this.

Woman: “No, I want a brownie shake.”

Me: “I’m sorry ma’am, but we don’t have any flavors with brownies in them. Could I get you a different flavor instead, like [flavor]?”

Woman: “I said I wanted a brownie shake, how hard is that to understand?”

Me: “I… I’m sorry ma’am, but we don’t have any flavors with brownies in them…”

Woman: “Can’t you just add brownies to the shake?”

Our manager made it clear to us a while ago that we weren’t allowed to add anything to shakes that wasn’t already on the list of pre-approved items. Brownies are not on that list. Again, I inform her that I’m unable to do what she wants.

Woman: “Are you ******* kidding me? I’m a customer! Can’t you find some way to just add it for me!?”

My manager, who had been listening in, overrides me and speaks to the customer. We’ve already had several troublesome customers, and the manager is fed up at this point.

Manager: “We can’t do what you’re asking because we have no way of ringing in the price of the brownies. Please order from one of the flavors we do have.”

Woman: “But I’m a customer, you have to find a way to serve me!”

Manager: “What you’re asking is impossible, we can’t do that. Like I said, we have no way of ringing the extra price of the brownies in.”

Woman: “But I want a brownie shake!”

The manager tells me to offer the woman [flavor] or [flavor], which are similar to what the customer wants, and washes his hands of the situation before he losses his temper.

Me: “Because we can’t make the shake you wanted, would you like to switch your order to [flavor] or [flavor] instead?”

Woman: “No! If I wanted [flavor] or [flavor], I would have asked for it!”

I’m completely unsure of what to do- I’ve never had a customer so set on one impossible to make shake with such determination before. Not wishing to anger her even more, I decide to play it safe by simply staying silent. After a couple minutes of incoherent muttering, the woman finally speaks.

Woman: “…I’ll take [flavor].”

I ring her order up and greet her at the window, accepting her money and giving her her recipt. She doesn’t pull ahead, instead leaning towards me.

Woman: “Why the **** doesn’t your store carry anything with brownies in it!? If customers want brownies, you should ******* have to add a flavor with brownies to your menu! I’m a customer, you should ******* have what I ******* want!”

Me: “I don’t have any say in what flavors we have, ma’am- I just work the drive through.”

The woman huffs and drives ahead to get her shake. After she leaves, my fellow employees, who have heard everything, jokingly insist that I add brownies to every order with shakes in it that I take afterwards.