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You Can’t Remove Them From The Hill They Have Chosen To Die On

, , , | Right | June 24, 2020

I work in a chain coffee shop and am working the drive-thru when a regular customer comes through. Her order is a large hot coffee, half milk/half coffee. It’s hard to forget and even harder to get wrong. This happens at the window after she has already paid.

Customer: “Can I ask you something?”

Me: “Sure thing!”

Customer: “I came through here last week and got my coffee. I got all the way to [A Few Towns Over] and took a sip. And, ugh, it had sugar!”

I realize this is a complaint, not a question.

Me: “I’m sorry about that! You know there is another [Coffee Shop] right there in [Other Town], right? If you had brought it to them they would have fixed it for you. We’re all affiliated in this area.”

Customer: “I don’t like the way that they make their coffee; that’s why I come to you guys.”

Me: “Oh, I understand. I know it can be a little different between locations.” *Awkward laugh* “Well, you could always bring the coffee back here and we’ll replace it for you. It doesn’t matter if it’s stone cold or a week old. I know people don’t always have time to turn around.” 

Customer: *Frowns* “How am I supposed to do that? I had to go to work.” 

Me: “I know. Like I said, it doesn’t have to be right away! I just can’t replace something if you finished the drink.” 

Customer: “I didn’t finish it! I threw it away!” 

Me: “Oh. If it happens again, just save the coffee and—”

Customer: “I’m not going to save it all day just to bring it back here!”

Me: “I see. What about your receipt? We just need proof of purchase to—”

Customer: “I don’t take the receipt! You guys hand those out with every order. That’s too much paper.”

I realize that nothing will appease her.

Me: “Let’s just avoid letting it happen again, shall we?”

Customer: “Tch! If it happens again, it won’t be a problem; I won’t come back here!” 

Me: “Well, all right, ma’am. Have a nice day!” *Closes window*

Normally, for regulars, I don’t mind handing out a complimentary coffee or two, but her tone only became more condescending and rude with every word she spoke to me! It didn’t help that she complained after she paid on a card, so I couldn’t even do anything about it right then.

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