A Resolution Is Off The Menu

, , , , | Right | November 19, 2018

(I work in a Mexican restaurant, and a couple of months ago our prices increased, leaving many of our customers angry. One evening, while I am working as a cashier, a customer calls in to order food to go. I take down her order, which involves about three orders of cheese dip, three dinners, two extra bags of chips, and some other things.)

Me: “All right, it should be ready in about 15 minutes!”

Customer: “Thanks, I’ll be there in ten! I’m at [Restaurant right down the road].”

(Five minutes later, a young boy walks in for the to-go order. Because people always send others for their food, I think nothing of it and proceed to charge him out.)

Me: *finishing adding up the bill* “All right, sir, it is going to be $50.43.”

(The boy proceeds to look at me and at the register before handing me his card.)

Me: “Thank you! Now your order is finished, but I need to go back to bag it up. I will be right back!”

(He smiles and nods and I go back into the kitchen. I bag up his order quickly and walk back to him. He says nothing, and takes the bag and leaves. About four hours later, my manager comes up to me with a phone and an annoyed expression. He wordlessly hands the phone over to me.)

Me: “Hello?”

Customer: “Hi, yeah, I was charged $20 extra on an order you took earlier.”

Me: “Oh, of course! I remember! Let me find the check.”

(I find it and look through it for about a minute.)

Me: “I can’t find any mistakes… Do you mind telling me what you ordered again? To make sure?”

Customer: *sighs* “Sure, it was…” *tells me her order*

Me: “I see. Well, everything you told me is marked, and it is priced correctly. Let me add it up on the register to make sure.”

(I add up the check. Twice.)

Me: “Well, ma’am, everything is okay with this order. I can’t find anything that is wrong.”

Customer: *getting angry* “No, it is wrong! Your menu says that your cheese dip is $1.50. I paid almost $4 for each one! My bill should have been around $30!”

(As she’s talking I finally realize what happened.)

Me: “Ma’am, do you by any chance happen to have an older menu?”

Customer: “Yes? Why?”

Me: *breathing in a sigh of relief* “Because our prices raised… a couple months ago, actually.”

Customer: “You mean to tell me that your cheese dip isn’t $1.50?”

Me: “Yes.”

Customer: “Then why is it on the menu?”

Me: “Ma’am… that menu is outdated. So is the one online.”

Customer: “But the menu says that it’s $1.50!”

(She is very angry and proceeds to tell me all the prices of the old menu.)

Me: “Ma’am, there is nothing I can do. I am sorry you did not have the updated menu at the time of your order, but there is nothing I can do. I cannot give a refund because you called hours after I gave you the food. I’m sorry, but there’s nothing I can do except pass along the complaint.”

Customer: *very tersely* “Bye.” *hangs up*

(I looked over at my manager and saw that he was trying hard not to laugh.)

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