When Even Chocolate Can’t Save The Day

, , , , , | Right | June 2, 2020

I work at a coffee shop chain that allows customers to buy 5.5 gallons of either black coffee or hot chocolate in a reusable cambro that the customer brings back to us when they are done. 

A customer who owns a business in the same strip mall as our coffee shop asks for the cambro of hot chocolate for her salon. This customer isn’t the nicest person we’ve ever worked with but usually responds pretty well to our general manager. She picks up the hot chocolate cambro at 5:00 pm and we don’t think anything of it.

The next morning, she comes storming into our store.

Customer: “Where is [General Manager]?! I demand to talk to him!”

Me: “Unfortunately, ma’am, he is not scheduled today. How may I help you?”

Customer: “You sold me curdled hot chocolate. I can’t serve that!”

Confused, I find my assistant store manager who is working and was the one who sold her the cambro the night before.

Assistant Store Manager: “Ma’am, the hot chocolate was fine when we gave it to you last night. I made it myself. Can you tell us what happened?”

The woman tells us that she bought the cambro full of hot chocolate with the intention of serving it the next day. She literally left a pressurized cambro of hot chocolate out all night. The milk obviously went bad and, due to the pressure, the lid exploded off and curdled hot chocolate went EVERYWHERE in her salon.

Until we can get a hold of her general manager, our assistant store manager agrees to send one of our team members down to the woman’s salon to help her clean it up. It is all over the walls, furniture, and floor, and it smells TERRIBLE.

Per my team member, the woman keeps saying things like, “I don’t understand why it exploded. You should be able to keep milk out overnight with no problem!” As none of us know any non-sarcastic way to explain to this woman that, just like you can’t keep a gallon of milk on a counter unrefrigerated, you certainly can’t keep 5.5 gallons of hot chocolate out overnight, we keep quiet until our general manager calls us back.

General Manager: “SHE DID WHAT?!”

Our general manager ended up calling the woman and explaining why the cambro exploded and that she couldn’t yell at his employees. We aren’t allowed to sell her any more cambros of anything.

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