Putting The Ice Into Sacrifice

(I am working concessions at the cinema. Company policy is that we put a certain amount of ice in every cup and then the fountain dispenses the right amount for that size cup. I have just handed a woman a large [Soda]. Note: We do sometimes top the drinks up a bit more, though we are not required to, as long as the customer is polite.)

Customer: “Excuse me, this is all ice.”

Me: “I’m sorry, ma’am, but we are required to put that much ice in unless asked otherwise.”

Customer: “Well, I want a new one with no ice.”

Me: “Not a problem, ma’am.”

(I remake her drink for her.)

Customer: “Why isn’t this filled to the top?”

Me: “Our fountains automatically dispense the correct amount in to the cups.”

Customer: “But it’s nowhere near full. There was more in the other one.”

Me: “There is the same amount of [Soda] in both cups; the other one looks like more because of the ice.”

Customer: “This is ridiculous. I demand my drink for free!”

Me: “Ma’am, I’m sorry but I gave you what you paid for so I can’t give it to you for free.”

Customer: “This is so stupid.”

(The customer then pours her drink all over my counter and throws the cup at me.)

Customer: “Now get me another one and make it right.”

Me: “Okay, ma’am; that’ll be £3.29, then, please.”

Customer: “I’ve already paid for it!”

Me: “No, you paid for the one you just poured all over my counter. Since you purposely spilled it I am not required to replace it. If you want another drink you have to pay.”

Customer: “F*** you!”

(She stormed out of the cinema. She complained about getting a £3.29 drink for free, but had no problem leaving without watching a film she paid £9.39 for.)