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About To Get A Flood Of Complaints

, , , , , | Right | February 21, 2019

(The town is experiencing severe tropical storms and has several roads flooded in. Our shop stays open because our location is generally accessible. With regularly updated broadcasts of which roads have been flooded and are inaccessible, we keep a close eye to manage our delivery service. I am managing a busy shift where most customers are just grateful to have some food available to them. I notice one of my staff looking worried while on a phone call. I motion to her to ask if she needs help, and she nods yes before politely excusing herself from the customer and saying that her manager is on hand to help her. I take the phone and immediately hear a hysterically, loud woman rudely saying that she just wanted to place an order for delivery, with what sounds like a bunch of kids playing and screaming at each other in the background.)

Me: “Of course, ma’am. Can I start with asking what address you would like that delivery to?”

Customer: “[Street]! I told the other girl already! Why can’t you f****** idiots do anything right?!”

Me: “Sorry, ma’am. This storm has been going for two days, and your road has been flooded in. We have no way of getting our drivers to your house.” *thinking quickly that I would try to help by taking the delivery out myself and convert this lady into a happy customer* “However, if you could drive down the road to the opposite side of the flooded section, we could get the driver to walk across and hand you your order.

Customer: “I’m not going anywhere! Why should I have to leave my house for a delivery order?”

Me: “Ma’am, I’m not sure how you think we can get the order to you. Your house is located over three kilometres from the flooded section, with no other way in. We really should not be delivering to you at all, but I understand that you have a difficult–”

Customer: “Do you do deliveries?!”

Me: “Um, yes?”

Customer: “So why can’t you deliver to me?!”

Me: “Um, because there is a flood on your road and it has been closed off to vehicles.”

Customer: “How hard is it to do your f****** jobs?! You either deliver or you don’t! This is f****** bulls***! I’ve got five hungry kids here, and how am I supposed to feed them? This f****** rain has flooded our road in and we can’t drive out to the f****** shops to get any food!”

Me: “Well, I’m sorry that we couldn’t help you today. Here’s the number to [Competitor].” *who we know, like most other businesses in town, is not trading during the severe weather* “I hope that they can help you out today.”

Customer: *click*

(Of course, the lady calls back about forty-five minutes later after possibly trying every other delivery service in town.)

Customer: *pretending to not have called at all earlier* “Hi, can I get a delivery to [address], please? I know the road is flooded in, but we can meet you halfway down the road.”

Me: “Yes, ma’am, we can do that. However, it is very busy right now and there is a four-hour wait on all delivery orders.” *not true*

(The politeness evaporated, and I got a satisfying chance to return the favour of hanging up while she continued to curse a blue streak.)