When They Go Lo Mein, We Go High

(I work at a Chinese restaurant that is owned by a family and has two locations. I’m taking a phone order for pickup.)

Me: “Thank you for calling [Chinese Place] on [Location #1]. Is this pickup or delivery?”

Customer: “Pickup.”

Me: “Can I get a phone number?”

Customer: *gives number and name*

Me: “Okay, what can I get for you?”

Customer: “I just need a shrimp fried rice, but I want the noodles instead of the rice.”

Me: *confused* “So, you want the shrimp lo mein?”

Customer: “No! I want the shrimp fried rice, with noodles instead of rice! I get this every time I go there!”

Me: *rings her up for shrimp lo mein* “Okay, is there anything else I can get for you?”

Customer: “No. I’ll be there in ten minutes.”

(An hour later the customer comes in, looking furious.)

Customer: “I went to the wrong place. I went to [Location #2] and they said they didn’t have my order. I need to speak to your manager!”

Me: “Yes, ma’am. One moment while I get her.”

(It takes a few minutes to get my manager since she is packing orders. While I am getting her, my coworker reads what the lady ordered.)

Manager: “How can I help you?”

Customer: “Your idiot employee sent me to the wrong location and put in the wrong order. I wanted the shrimp fried rice, with noodles instead of rice! I should not have to pay for this food if the service is going to be this bad.”

Manager: “I apologize if she didn’t tell you which location to go to. But the fried rice and lo mein are different meals and different prices.”

Customer: “I know about the price difference. The fried rice is cheaper, so I order that but with noodles.”

Manager: “We can’t do that. You have to order lo mein if you want noodles. Have a nice day.”

(She walks back to the kitchen.)

Customer: *to me* “I want your corporate number. I have never been treated like this before.”

Me: “We are a family-owned business; there is no corporate number.”

Customer: “Well, then, I’ll just call the cops and tell them how you are all crooks!”

(She did call the cops. When they got there, she told them what had happened. They talked with both my manager and the owner. The lady was ticketed for making a false emergency call. We haven’t seen her since.)