Making A Mocha-ry Of The Drink

, , , , | Right | November 19, 2019

(I’m a barista, making drinks for customers at a pretty popular coffee chain. Store policy is to remake drinks if a customer has a complaint, even if we know we’ve made the drink correctly. One woman has ordered a mocha frappuccino. I make the drink and put it on the bar, where she’s waiting. She takes one sip and makes a face.)

Customer: “This isn’t right.”

Me: “Oh, I’m sorry, ma’am. What’s wrong with it?”

Customer: “There’s chocolate in this.”

Me: “Did we add too much? I can remake the drink for you with half the amount of chocolate, if you’d like.”

Customer: “What? No! A mocha’s not supposed to have chocolate in it at all!”

Me: “Um… Mocha means coffee and chocolate, ma’am.”

Customer: “No, it doesn’t! I’ve gotten a mocha plenty of times before, and it didn’t have any chocolate in it at all!”

Me: “So, you just want something coffee-flavored? I can make you a coffee frap, no problem!”

Customer: “NO! I don’t want a coffee frappuccino. I want a mocha frap, no chocolate!”

Me: “I’m sorry, ma’am, our recipe guide includes chocolate in the mocha frap. I’m not sure what you’re asking for.”

Customer: “It’s very simple! You make a frappuccino! You put the coffee in it! You put the mocha in it! You do not put the chocolate in it!

(Rather than try to explain that our “mocha” syrup is, in actuality, chocolate syrup, I simply nod and take the cup back. I end up making her a coffee frap with a half-pump of mocha syrup.)

Me: “All right, ma’am, I think I got it right this time. Please let me know if it’s not what you’re looking for.”

Customer: *taking a sip* “This is much better! Honestly, I don’t know what was so hard for you to understand; all you had to do was put in the mocha and leave out the chocolate.”

(She filed a complaint with my manager.)

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Changing The World For The Worse

, , , | Right | November 18, 2019

(I work as a cashier at a fast food restaurant in the middle of my city. These past few weeks, a carnival has been set up in the centre just across the street from the restaurant. Seeing as the carnival only takes small bills, this exchange will happen several times a day:)

Me: “How can I help you?”

Customer: “Yeah, can you exchange this into small bills for me?” *holds up a fifty-euro bill*

Me: “Oh, no, sorry. I’m not allowed to make exchanges, and I don’t have enough bills in my till to make that exchange, anyway.”

Customer: *thinking he’s being clever* “Can I have one hamburger?” *cheapest item on our menu, €1.20*

Me: *sighing a bit because honestly, this isn’t clever and mostly annoying* “Sure, that’ll be €1.20, please.”

Customer: *pays with the fifty-euro bill he’s still holding, smirking*

(As a side note, there is a bank situated in the centre of the carnival that would definitely be able to do all the aforementioned without having to call for more cash every two minutes.)

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Mischief Mismanaged

, , , , | Working | November 18, 2019

(My friend works at a store in the mall. She’s worked there for years when they hire a new manager. The manager tries to take over from the moment she is hired, changing everything and giving people useless tasks to complete. She even tries things like burning scented candles in the employee areas, which is a fire hazard, and trying to get all the team members to join hands in a “meditation circle” before every shift. My friend basically just ignores her and keeps doing her job. When the manager tries the bit with the scented candles, my friend douses them and turns them over to the mall security as a discovered fire hazard, and then reports to the manager that “someone” has burned candles, but that she’s taken care of it before they could start a fire. This all leads up the manager calling my friend in during the middle of a shift.)

Manager: “You’re not doing [tasks] like I told you to.”

Friend: “Are we closing early? Because we are only supposed to do that when we close.”

Manager: “I want us to keep doing it throughout the day.”

Friend: “Okay.”

(They both just stare at each other for several minutes.)

Manager: “Hand over your badge and shirt.”

Friend: “Excuse me?”

Manager: “You’ve been insubordinate since you started here.”

(Remember, my friend was hired years before this manager.)

Manager: “I’m not going to put up with it anymore. You’re fired!”

Friend: “Mm… no, I’m not.”

(And then, she just walked back out and went back to work. The manager kept sulking back in the office for the rest of that shift, but my friend didn’t hear another word about being fired from her after that. After telling us this, she admitted that she mainly wasn’t worried because she knew that that manager didn’t know anything about their computer system, so she couldn’t so much as change a schedule, much less fire anyone.)

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Credits And Online And Kiosks, Oh My

, , , , | Right | November 18, 2019

Customer: “I’m checking to see if my order is in. I got an email a little while ago saying that it was put on hold, but I want to see if it’s here.”

Me: “You got an email saying it was on hold? Did it say why?”

Customer: “No, something about using a credit card, but I didn’t use a credit card.”

(She shows me her receipt which tells me that she ordered it at our online kiosk in the store.)

Me: “Okay, well, I’ll check to see if it’s here, but if they put it on hold, you would have had to do something like call them or something in order for it to go through.”

Customer: “It says there’s a problem with the credit card, but I used a debit card.”

Me: “It would have been a Visa debit or a Mastercard debit, which makes the online system think it’s a credit card. But I’ll check first to see if your order is here.”

(It’s not.)

Me: “Okay, it’s not here. Do you have the email they sent you?”

(The customer shows me on her phone.)

Me: “Okay, it says that they couldn’t authorize your card, and they needed you to call them to make sure the card is yours, or for you to go to your bank and make sure there are no issues with your card.”

Customer: “You’re not listening to me. It says credit card in the email and I didn’t use a credit card.”

Me: “You used a Mastercard debit, which makes online stores think it’s a credit card. We know it’s not a credit card, but when you use a credit-debit online, it tricks the computer into thinking it’s a credit card. That’s one of the reasons they’re a thing.”

Customer: “I didn’t do it online; I did it in store.”

Me: “Yes, at our kiosk, which is essentially our online store. So, you have to call the online number, or you have to go to your bank to see if there is a problem with your card that can be fixed. But it could just be that the billing address was typed in wrong, and they want to verify it. It happens sometimes.”

Customer: “So, you’re telling me there’s nothing you can do?”

Me: “You can go to your bank and make sure there isn’t a problem with your card, or you can call the online number, which I can give you, and ask them how to sort it out. Unfortunately, I can’t do anything for you at store level because it’s an issue with the online store.”

Customer: “Yeah, but it’s saying there is a problem with my credit card, and I didn’t use a credit card!”

Me: “I know. I told you it just thinks it’s a credit card because you used a Mastercard debit on the online kiosk. Our kiosk only takes Visa or Mastercard debit cards, because it only works on credit cards, and it thinks Mastercard and Visa debits are credit cards.”

Customer: “I didn’t use a credit card!”

Me: “I know. But there is still a problem with it, and they won’t ship your item until it’s sorted out.”

Customer: “Well, then, I want to buy one in store.”

Me: “We don’t carry this item in-store; that’s probably why the associate brought you to our kiosk in the first place.”

Customer: “So, you’re telling me there’s nothing you can do?”

Me: “As I said, you can go to your bank, or you can call the online number. It’s right here in your email.”

Customer: “But it says that if I don’t reply within two days, the order will be cancelled, and this was sent to me last week.”

Me: “Why didn’t you do anything about it last week?”

Customer: “I wanted to see if it would come in, anyway.”

Me: “You may have to call online and have them place the order again.”

Customer: “So, there’s nothing you can do?”

Me: “I already gave you all your options.”


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Customers Aren’t Even Faintly Concerned

, , , , | Right | November 18, 2019

(I work as a cashier at a drugstore. When I was hired, I told them I start to pass out if I stand still too long and they said they’d put me in the makeup section where I’d be moving around a lot. Unfortunately, I am good with customers, and I get put on the front register every single shift. The line today is long, and nobody comes up when I ask for a second cashier.)

Me: “Sorry the line is going slow. If anybody doesn’t want to wait, they can also check you out in cosmetics.”

(A few customers peel off, which is a relief. I’m overwhelmed and starting to get faint, and stress makes it worse. About five minutes later, one comes back to my line.)

Customer #1: “You said it was faster, but I’ve been waiting this whole time.”

Me: “I’m so sorry. I didn’t see she was doing a return. I’ll help you right away.”

Customer #1: “You should have checked.”

Me: “Yes. I made a mistake. I’m very sorry.”

(We finish going through the order, but I’m starting to pass out and can’t see or think clearly.)

Me: “Here’s your change. It’s ten… Sorry, ten… It’s…”

Customer #1: “You need to learn how to do your job.”

(He walks out in a huff.)

Customer #2: “Miss, are you all right? You don’t look well.”

(I pass out and smack my head on the way down. I have a concussion and have to be taken home by a coworker. A month later, the same customer walks in.)

Customer #1: “So have you learned how to do your job yet?”

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