Unfiltered Story #210629

, , | Unfiltered | October 12, 2020

Where I work we are required to verify each item ordered when we read back an order, so a burger combo would be read back as “burger combo with size/type fry, and size/type drink.”
Guest: I want *2 burger special*, *burger combo*, with a large fry, and a small drink, and a side of chips.
Cashier: Ok, did you want the large fry and small drink for your combo?
Guest: I want *2 burger special*, *burger combo*, with a large fry, and a small drink and a side of chips.
Cashier: OK so I have a *2 burger special*, and a *burger combo * with a large fry and a small drink, and an order of chips. Your total is $xx.xx. Is that for here or to go?
The guest pays and the cashier finishes the transaction, but when she hands him his receipt he got angry and started yelling at her that she hadn’t rung up the order correctly. I am a manager so I move from the kitchen area where I was helping on sides to try to see what the problem is.
Me: Hi, you said there was something wrong with your order?
Guest: I ordered a *2 burger special*, a * burger combo*, a large fry and a large drink. Why do I only have one fry and drink on here?!
He shoves his receipt at me, and I notice that she had rung him up for the combo, with a large sized fry, and a small sized drinks in the combo, plus the burger special and the chips. I try to explain what must have happened, but the guest cuts me off.
Guest: I ordered a *2 burger special*, a combo, fries and a drink! Why didn’t I get my other fries and drink.
Me: Had you wanted the fries and drink with the combo, and an additional large fry-
Guest: I ordered a combo! What does that come with?!
Me: A combo comes with fries-
Guest: So why is there only one fry and drink on here?
At this point I am pretty fed up with this guy yelling in my face, and I have a line backed up behind him.
Me: May I speak now?
Guest: Go for it!
Me: Did you want a total of two fries and two-
Guest: I ordered a combo! What comes with a combo?! Why do you keep asking me what I ordered? I ordered a combo!
Me: . . .
I wait about 45 seconds to see if he’s going to start yelling again because we aren’t getting anywhere with him cutting me off all the time.
Me : (quietly) May I speak now?
Guest: Fine!
Me: I just need to know if you wanted a total of two fries and two drinks with your order.
Guest: Yeah, that’s what I ordered. Why didn’t she ring that up?
Me: She just misunderstood. She thought you wanted a large fry but a small drink as your combo. She didn’t realize you meant in addition to the combo. I can ring you up for the additional fry and drink. It will be $x.xx (I even put a small discount on this order to try to be nice, though I didn’t mention it to him.)
Guest: Fine. You know what? No! I want you to ring it up all over again!
Me: No problem.
I rang the order again, this time not giving him an additional discount because I was fed up with his screaming and nastiness.
Me: OK, so a *2 burger special*, a large fry, a small drink, a *burger combo* with a large fry and drink, and a side of chips will be $xx.xx. With the $xx.xx you already paid, it brings your total to $x.xx
Guest: . . . (quietly) You need to take off the chips. I don’t have enough money.
Me: No problem. Your new total is $x.xx.
(The craziest part was this guy was behaving like this in front of his child, then proceeded to sit in the dining room eating for the next twenty minutes like he hadn’t just thrown a huge tantrum in front of 20 people!)