Salty Fresh Out of Luck

Customer: “I want four [Combo Meals], and the fries in all of them need to be salt-free!” 

Customers do this not because they care about the salt content, but because they know that, at this location at least, we have to make a fresh batch of unsalted fries, and it’s the fresh batch they want (I know this because I’ve seen customers take fresh unsalted fries and pour salt from the little packets).

Me: “I can do that, but it will take about ten minutes for the fries to be cooked fresh.”

The customer pays (almost $50 for all of it), when my manager tells me that there’s actually an unsalted batch of fries already cooked, due to another customer making a similar request about twenty minutes ago.

The customer’s order is put together in record time, and I hand the combos over.

Customer: “You said it would be ten minutes.”

Me: “I know, but we already had unsalted fries available, so luckily for you, we were able to get them out right now for you.”

Customer: “But… but… I wanted fresh fries!”

Me: “You didn’t request that. You only asked for unsalted.”

Customer: “Everyone knows that when you ask for unsalted you mean fresh!”

Me: “Then you should ask for fresh, ma’am.”

Customer: “Remake them for me!”

My manager, overhearing all this, walks on over.

Manager: “Ma’am, we’re in the middle of a busy lunch rush, and we’re two people down. We will not be remaking your order because you got what you ordered.”

Customer: “Fine! I want a refund then!”

Manager: “Sure, hand over all the food, and I’ll do that for you.”

Customer: “No, I’m still taking the food!”

Manager: “Then you’re not getting a refund.”

Customer: “But I didn’t get what I ordered!”

Manager: “You got exactly what you ordered. You just didn’t order what you wanted because you were trying to use some ill-defined customer hack to get fresh fries without asking for them. Next time, just ask for them. We hate it, but we will do it for you if you ask. Now, you have ten seconds to decide if you’re walking away with the food you’re carrying, or you’re getting a refund.

She stands there, like a deer in headlights, unsure of what to say or do. Ten seconds pass (a strangely long time during a fast-food lunch rush), and my manager says:

Manager: “Enjoy your food! If you want more, feel free to order again at the kiosk!”