(This particular location has a really bad issue with customers ordering sandwiches with double meat and extra cheese, then going to check out and pitching a fit that they didn’t order the extra and refusing to pay. I’ve already had to deal with four customers doing this today, and I am on guard as soon as this customer places her order.)
Customer: “Give me a footlong steak and cheese on white, double meat and extra swiss, toasted.”
Me: “Yes, ma’am. I just have to let you know that the double meat is $3 extra, and the extra cheese another $.60.”
Customer: “Yes. I know that. I come here all the time.”
(I make the sandwich, including the extra meat and cheese, and place it in the toaster before continuing with the next customer. My coworker, who happens to be a middle-aged man with some mild mental delays, finishes off making the sandwich and starts to cash her out. He is a little slow about arranging the vegetables but he gives amazing customer service. All hell breaks loose when he gives her the total.)
Customer: “WHAT THE F*** DO YOU MEAN, $14? IT’S ONE SANDWICH!”
Coworker: “I’m sorry, ma’am. Let me check again. Steak and cheese, right?”
Customer: “Obviously.”
Coworker: “Okay. That’s $9.50, plus $3 for double meat, and another $.60 for the extra cheese. Tax makes it $14.18.”
Customer: “No. I didn’t order anything extra, and I’m not paying any extra. Manager, now.”
(I am the night manager, so I came to the register as soon as she started yelling.)
Me: “What seems to be the problem, [Coworker]?”
Coworker: “She says she didn’t order it with double meat or extra cheese.”
Customer: “I DIDN’T! THIS R***** JUST PUT IT ON THE SANDWICH! I’M NOT PAYING FOR EXTRA!”
Me: “Actually, ma’am, I’m the one who started your sandwich, and I clearly remember you requesting the extras. I even explained that it would cost more, and you were fine with that. Also, I’d appreciate it if you didn’t use abusive language toward my coworker.”
Customer: “LIAR!” *turns to other customers* “THESE PEOPLE ARE LIARS AND THIEVES! DON’T WASTE YOUR MONEY HERE!” *turns back to me* “NOW GIVE ME MY FOOD!”
(I’ve had enough. One customer has already left because the woman is taking so much time and causing such a scene; the others all look extremely uncomfortable.)
Me: “Your total is $14.18; will it be cash or card?”
Customer: “No.”
Me: “That’s the total, ma’am. You ordered double meat and extra cheese.”
Customer: “NO, I DIDN’T! YOU CAN’T PROVE IT!”
Me: “Look, lady. Our security cameras also record audio and are programmed to create a memo at the time stamp whenever certain keywords are used, such as ‘double’ or ‘extra,’ so they can be sure we’re not giving extras away. I assure you, I can prove it. Now, you can pay for your sandwich or you can leave.”
Customer: “GIVE ME MY F****** FOOD, YOU FAT B****!”
Me: *violently slams sandwich into full garbage can* “Leave, now. Get out of the store or I’m calling the police.”
(The woman refused to leave, and at one point shoved our cookie case off of the counter. Luckily, the police station was right across the intersection from us, so the officers got there before she could cause too much trouble. The few customers who remained through the entire ordeal got free cookies. One of them owns a bar across the street, and he gave me a pass for five free drinks for staying strong under pressure.)
