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Not Dispatched And Nearly Sacked

, , , , , | Working | April 7, 2022

I work as a catering agent at the corporate office for a popular somewhat-local restaurant chain. My job includes placing catering orders as well as making sure the actual store locations can handle the orders. The stores that deliver have scheduled drivers. It’s the middle of our holiday rush.

A customer calls, concerned because her catering order was more than forty minutes late. As is standard, I get in touch with the store to see what the issue is.

Me: “Hi. I just wanted to call to check on [order]; it was a delivery for 5:00.”

Manager: “Oh, yeah, it’s ready.”

Me: *Pauses* “Okay, it was a delivery, though. You guys need to get it out there.”

Manager: *Snottily* “I don’t have drivers. You guys are supposed to dispatch the drivers.”

I misunderstand, thinking this means that we are supposed to reassign stores when one can’t handle an order, which is true.

Me: *Getting frustrated* “Did you call and tell us you don’t have any drivers?”

Manager: “Uh, no, you guys are supposed to dispatch the drivers. It’s always been like this.”

It hasn’t. At this point, I just put the manager on hold to get in touch with my supervisor who is working remotely.

Supervisor: *Aghast* “So, the food’s been sitting there for forty minutes and he didn’t bother to call us?”

Me: “Yeah, but I have the customer on the line. What should I do?”

Supervisor: “You get it refunded and let the customer know we can get them fresh food if they would like to pick it up. I’ll call the store.”

My supervisor isn’t the type to chew someone out for mistakes. Unfortunately for that now ex-manager, corporate isn’t nearly as kind. I think he was probably lucky not to have been fired for that stunt.

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Has a customer ever tried to cross you and lived to regret it? What happened?

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