You’ll Pay (Twice) For That!

, , , , | Right | September 15, 2017

(It’s a busy lunch and I am the only manager in the store. A customer comes in from the drive-thru with a messed-up order. One of my crew members steps over to help him. She re-rings in the missing food so the grill team knows to make it, and hands the customer his receipt with a zero balance and his order number on it.)

Crew #1: “Your order number is 260. I’ll have it up for you in just a minute.” *she gets the food and hands it to him, telling him to have a nice day*

Customer: *to another crew person who just came up front* “Why are you charging me?”

Crew #2: *thinking he is joking, because we have several regulars who play around like this frequently* “We can’t just give out food for free.”

Customer: “This is ridiculous. Why are you charging me? I want to speak to the manager.”

Me: “I’m sorry, sir. What is the problem?”

Customer: “I came through the drive through and you forgot half my order. Now you’re charging me. This is going to cost me more in credit card fees than the food is worth. I shouldn’t have to pay twice.”

Me: “You didn’t pay twice. Your food is right here. I’m sorry for the mix up.”

Customer: “I weigh 240 pounds! One sandwich isn’t going to last me all day. You can’t charge me twice! I don’t mean to be rude, but this is ridiculous.”

Me: “Sir, I’m not really sure what the problem is. I’m sorry we missed some of your order, but it’s right here now. No one is charging you again.”

Customer: “I shouldn’t have to pay again; this is insane.”

Me: “I’m sorry. I don’t understand the problem.”

Customer: “That girl told me I owed her $2.60.”

Me: “No. She told you your customer order was 260. It’s how we make sure each customer gets the right order.”

Customer: “Then why did she give me a receipt?”

Me: “So you would know your order number?”

Customer: “Oh. Sorry.”

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