Try Our New Flavor: Entitlement!

, , , , , , | Right | January 22, 2018

(I work at a hole-in-the-wall tourist trap antique store that also sells ice cream. I am still a newbie so I am only trained to serve the ice cream. There are only two people working today. My coworker is on her lunch break and ice cream lines are out the door. Everyone has been very easy-going until my next customer and her two young boys.)

Me: “Hi, what can I get for you?”

Customer: “They will have two small scoops of rainbow sherbet in bowls, and I will have one medium scoop of chocolate, in a bowl, as well.”

(With the bowls being one size, we judge the scoop size off of the size of the cone that the scoop would have gone into and charge accordingly. Watching me like a hawk, the woman repeatedly asks me if they are the correct size every time I hand her the bowls with the scooped ice cream, and also repeatedly tells me she expects to pay a certain amount based on the prices on the menu board.)

Me: “Yes, ma’am, your total is [amount larger than she expected].”

Customer: “No, no, that’s not right. I expect to pay [amount].”

(She appears to be getting more angry by the second.)

Me: “All right, let me go back and do it again.”

(It turns out I have gotten so worked up with how many people there are that I accidentally charged her for three medium scoops. I apologize and run the transaction again, and it turns out to be less than what she was expecting to pay. This still doesn’t please her.)

Customer: “Um, no. I am expecting to pay [amount]! You will charge me for the right amount, now!”

(At this point, the line is way out the door and my coworker comes back and asks me to move on to the next customer, who is being very polite and waiting very quietly with the other customers in line. While I help the next group, I overhear my coworker and the other woman.)

Coworker: “Ma’am, the register does not make mistakes, and it turns out it is less than what you were expecting to pay, even with tax. Now, with all due respect, we do have more customers that need to be taken care of, so will you please take your change?”

(Meanwhile, her two boys have been eating their ice cream during this entire ordeal, and before they leave, their mother looks at their half-eaten ice cream and looks back at us.)

Customer: *very loudly* “Excuse me! My sons’ ice cream has melted; they need a new scoop.”

Coworker: “I’m sorry, ma’am, but your boys have been eating their ice cream; it has not melted. We need to move on to customers who have not been helped yet.”

Customer: *yelling* “Are you serious?! You guys are f****** pathetic!” *pointing at me* “F*** you, b****!”

(I could feel the shocked expression on my face, and could see that her two boys had the same looks on their faces as they walked out with their mother. Thankfully, we got a lot of sympathy tips that day.)

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