Confirmation Recantation  

, , , , | Right | October 5, 2019

(We aren’t fast food; we are casual dining, which means we make every sandwich from scratch and pour soups. Usually, we plan our work schedules around expected rush periods. Occasionally, though, some rushes happen outside of those hours and we don’t have the staff to handle them quickly. During that time, we get drive-offs — people tired of waiting who just drive off instead of stopping to pay and get their food. To make sure we get the right food to the right people we read back the orders at the window. Today, we lost a customer.)

Coworker: “Okay, so, you’re my bowl of chicken noodle soup?” *only thing in the order on her screen*

Customer: “Yup, that’s us.”

(My coworker then puts the soup into a bag, adds some napkins, and hands it off to them as they start to hand over their payment.)

Customer: “Wait. Where is the rest of our order?”

Coworker: “Uh, this is the bowl of chicken noodle soup; you confirmed this was your order.”

Customer: “Well, yes, but what about our sandwiches? Didn’t you write our order down?”

(Seeing that this is quickly going south, I jump over and offer help.)

Me: “We’re sorry about that. You confirmed that this soup order was yours and—”

(I am about to mention that it appears that the next order — a bowl of chicken noodle and the sandwiches they ordered — is their order, not the one they confirmed. I am being nice and apologizing even though it was their mistake and not ours. However, they decide not to let me finish.)

Customer: “Screw this; we are never coming back here! This is bulls***! You should have written our order down!”

(They then drove off without even the soup, only pausing long enough to snatch back their card. On the plus side, I got a free lunch. It boggles my mind that people will confirm food as being theirs when it clearly isn’t.)

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