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So on Saturday night everything that could possibly go wrong did at my job.
Refusing Service
I've mentioned before that I work at a taco place. Well, if your entire order consists of "I want a taco" we automatically ring you up for a crunchy taco. So we have a lady in our drivethrough ask for two regular tacos, and naturally, they're rang up crunchy. I was making food, so this wasn't actually my customer, but does affect me.
Cashier: Is your order correct on the screen?
SC: No! I said I wanted regular tacos, that means soft!! You're screen says crunchy!!!
Cashier: No, ma'am, regular tacos are crunchy, if you want soft, we do ask that you specify you want soft tacos.
SC: Well, I want soft tacos! Who the hell orders crunchy tacos anyways?
Cashier: Yes ma'am, I now have you rang up for two soft tacos instead. Is that correct?
SC:That's what I said, isn't it? F*cking c*nt! *Pulls forward*
At this point the manager in charge says that we can refuse to serve this lady for her behavior. Being that I've worked customer service for 9 years and relish the chance to tell someone no, I volunteer to be the one to deliver the news.
SC pulls up to the window.
Me: Ma'am, our manager heard what you had to say at the speaker, and we will not be serving you today.
SC: Well, that's just f*cking.... *The rest of what she has to say is drowned out by my shutting the window on her.*
Her and her husband proceed to call the store at random intervals throughout the night to cuss us out. The kicker? They claim we were bad influences on their 13 year old daughter, who was in the car at the time. Because them cussing us out had absolutely no negative impact on the child, of course.
Nastiest Food in the World
I should at this point mention that we had three full employees and two trainees on staff on a saturday night, which also happened to be game day, something people in my town take very seriously. We are not supposed to have less than six full employees working on any shift. So we had some very large orders we were trying to fill without full staff, including a trainee being the one to bag. He apparently did not bag things prettily enough for the customers, as one SC pointed out to us very clearly by telling us we were a pack of worthless bitches who couldn't get anything right.
I offered to replace the food. This is not good enough. I tell him he can speak with the store manager when she comes to work the next day. This is not good enough. I ask how we can resolve this, and he says to have the store manager call him immediately. I inform him the store manager is off for the day but he can reach her the next day. Cue 20 minute spiel on how I'm out to get him and get my jollies off by ruining his life (seriously, how important are these tacos?) and we're the worst restaurant he's ever dealt with and he's calling corporate. At which point I give him the corporate number and tell him to have a nice night and hang up.
The Police get Involved
In a business that should have a maximum of an eight minute wait time, we had 30 minute waits on food for people inside. This is of course unacceptable, but as I said, we were not staffed. One guy took particular exception to this and decided the best course of action was to clog our drive through so we could "focus on the people in the lobby."
SC: *at drivethrough speaker* I'm not moving until everyone in the lobby has been served!!
Manager: Sir, you can not sit at our speaker and back up the line. I'm going to have to ask you to move.
SC: NO!
M: Okay, sir, if you refuse to move I will have to call the police.
SC: That's fine, call the police.
M: Okay. *Calls 911*
SC decides it might be a good idea to move, and pulls up to the window.
SC: Y'all wouldn't dare call the cops on a customer!!!
The cashier puts 911, which she's dialed on her cell phone, on speaker so he can hear the interaction.
SC pulls off in a panic, and we get his tag number and relay it to the police. They promise swift action, and that's the last I've heard on this particular exchange.
A General Manager's Wrath
So, those being the most memorable stories of the night but bearing in mind there were plenty of other unhappy customers, I tried to call the GM to ask her to call someone in to help us early on in this mess. She didn't answer. I sent a text asking her to find us some help. She didn't answer. So at the end of the night we wrote up a letter detailing the worst cases (listed above) and everyone on the shift signed it to show that we all had the same account for each of these customers. We then sent a copy of said letter to the GM and her boss, so that all of our bases were covered.
The next day she came in and yelled at me for a solid 20 minutes that it wasn't her job to take care of this store on her off days, and she didn't appreciate the "passive aggressive" digs at her leadership capabilities, even though all we were doing with the letter was covering our asses. And everyone signed, not just me. Also, as a GM, it is absolutely her job to help in a situation like that, and if she were any good at scheduling, none of it would have ever happened in the first place.
Did I mention that while I was the one handling customer complaints and communications with the GM and her boss, including being the one to get chewed out for the letter everyone on the shift signed and everything else that went wrong that night, I'm not even a manager? The actual manager of the night got off without so much as a stern finger wag. It was, of course, all my fault.
Bonus Suck
From last night, not Saturday night, here's a bonus suck for you!!
We had a customer pull up to our window 2 minutes after close. For my misfortune, I was the one counting down the drive through cashiers drawer, which put me right in front of the window when they arrived.
SC: *pulls up to window, gesturing for me to open it.*
Me: *through the window, which is not soundproofed, despite what people may think* I'm sorry, we're closed.
SC: I just want three tacos!
Me: Again, I'm sorry, but we can't serve you food after we're closed.
SC: Alright, you fucking fat ass bitches, I got you when you come outside! You're gonna regret this!
Me: Sir, I'm calling the cops.
SC: Fuck you! *speeds off*
I managed to get their tag number for the police, who had to come and escort us all to our cars after close. Fun fun fun.
Refusing Service
I've mentioned before that I work at a taco place. Well, if your entire order consists of "I want a taco" we automatically ring you up for a crunchy taco. So we have a lady in our drivethrough ask for two regular tacos, and naturally, they're rang up crunchy. I was making food, so this wasn't actually my customer, but does affect me.
Cashier: Is your order correct on the screen?
SC: No! I said I wanted regular tacos, that means soft!! You're screen says crunchy!!!
Cashier: No, ma'am, regular tacos are crunchy, if you want soft, we do ask that you specify you want soft tacos.
SC: Well, I want soft tacos! Who the hell orders crunchy tacos anyways?
Cashier: Yes ma'am, I now have you rang up for two soft tacos instead. Is that correct?
SC:That's what I said, isn't it? F*cking c*nt! *Pulls forward*
At this point the manager in charge says that we can refuse to serve this lady for her behavior. Being that I've worked customer service for 9 years and relish the chance to tell someone no, I volunteer to be the one to deliver the news.
SC pulls up to the window.
Me: Ma'am, our manager heard what you had to say at the speaker, and we will not be serving you today.
SC: Well, that's just f*cking.... *The rest of what she has to say is drowned out by my shutting the window on her.*
Her and her husband proceed to call the store at random intervals throughout the night to cuss us out. The kicker? They claim we were bad influences on their 13 year old daughter, who was in the car at the time. Because them cussing us out had absolutely no negative impact on the child, of course.
Nastiest Food in the World
I should at this point mention that we had three full employees and two trainees on staff on a saturday night, which also happened to be game day, something people in my town take very seriously. We are not supposed to have less than six full employees working on any shift. So we had some very large orders we were trying to fill without full staff, including a trainee being the one to bag. He apparently did not bag things prettily enough for the customers, as one SC pointed out to us very clearly by telling us we were a pack of worthless bitches who couldn't get anything right.
I offered to replace the food. This is not good enough. I tell him he can speak with the store manager when she comes to work the next day. This is not good enough. I ask how we can resolve this, and he says to have the store manager call him immediately. I inform him the store manager is off for the day but he can reach her the next day. Cue 20 minute spiel on how I'm out to get him and get my jollies off by ruining his life (seriously, how important are these tacos?) and we're the worst restaurant he's ever dealt with and he's calling corporate. At which point I give him the corporate number and tell him to have a nice night and hang up.
The Police get Involved
In a business that should have a maximum of an eight minute wait time, we had 30 minute waits on food for people inside. This is of course unacceptable, but as I said, we were not staffed. One guy took particular exception to this and decided the best course of action was to clog our drive through so we could "focus on the people in the lobby."
SC: *at drivethrough speaker* I'm not moving until everyone in the lobby has been served!!
Manager: Sir, you can not sit at our speaker and back up the line. I'm going to have to ask you to move.
SC: NO!
M: Okay, sir, if you refuse to move I will have to call the police.
SC: That's fine, call the police.
M: Okay. *Calls 911*
SC decides it might be a good idea to move, and pulls up to the window.
SC: Y'all wouldn't dare call the cops on a customer!!!
The cashier puts 911, which she's dialed on her cell phone, on speaker so he can hear the interaction.
SC pulls off in a panic, and we get his tag number and relay it to the police. They promise swift action, and that's the last I've heard on this particular exchange.
A General Manager's Wrath
So, those being the most memorable stories of the night but bearing in mind there were plenty of other unhappy customers, I tried to call the GM to ask her to call someone in to help us early on in this mess. She didn't answer. I sent a text asking her to find us some help. She didn't answer. So at the end of the night we wrote up a letter detailing the worst cases (listed above) and everyone on the shift signed it to show that we all had the same account for each of these customers. We then sent a copy of said letter to the GM and her boss, so that all of our bases were covered.
The next day she came in and yelled at me for a solid 20 minutes that it wasn't her job to take care of this store on her off days, and she didn't appreciate the "passive aggressive" digs at her leadership capabilities, even though all we were doing with the letter was covering our asses. And everyone signed, not just me. Also, as a GM, it is absolutely her job to help in a situation like that, and if she were any good at scheduling, none of it would have ever happened in the first place.
Did I mention that while I was the one handling customer complaints and communications with the GM and her boss, including being the one to get chewed out for the letter everyone on the shift signed and everything else that went wrong that night, I'm not even a manager? The actual manager of the night got off without so much as a stern finger wag. It was, of course, all my fault.
Bonus Suck
From last night, not Saturday night, here's a bonus suck for you!!
We had a customer pull up to our window 2 minutes after close. For my misfortune, I was the one counting down the drive through cashiers drawer, which put me right in front of the window when they arrived.
SC: *pulls up to window, gesturing for me to open it.*
Me: *through the window, which is not soundproofed, despite what people may think* I'm sorry, we're closed.
SC: I just want three tacos!
Me: Again, I'm sorry, but we can't serve you food after we're closed.
SC: Alright, you fucking fat ass bitches, I got you when you come outside! You're gonna regret this!
Me: Sir, I'm calling the cops.
SC: Fuck you! *speeds off*
I managed to get their tag number for the police, who had to come and escort us all to our cars after close. Fun fun fun.
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