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I either made this lady mad or made her feel bad for asking, but either way I feel like I did something wrong. Her son (around 10) came up to the cafe to order by himself after a couple of people and before a few. I was alone, as usual, and help didn't come when I called. I was having an unusually busy afternoon, so I was trying to fill food as I went. Now, the young man had his tablet on the counter, as people often are browsing as they shop, but I didn't look at it. I usually don't; privacy and all. So I didn't realize he had a scannable coupon. After I got his food the mom came up and asked him if I'd scanned it and I immediately said, "Oh, umm.." when I realized I'd missed it, as I was thinking of how to fix it. Not even 2 seconds later she was all hurriedly saying, "Nevermind; that's ok." I think she didn't want to hold up the line. I would've given her the difference but she's already backed away, and I just said ok because I didn't know what else to do.
So I helped a couple of other people, running around, and she was looking at the receipt. She came up and asked about a 40-cent charge that I didn't recognize. I mean the description was US and some numbers. We don't even charge that amount for condiments, so it was weird. Right after she asked she defensively said, "I'm just asking!" as if I was going to challenge her. I didn't really even get a chance to think or answer. I did then say it was probably an adjustment or the "charge" for the condiment, as the combinations haven't been ringing up correctly. "We didn't order a combo." "Oh, well, the computer automatically combos that drink with that item." At this point I figured it didn't matter why it was on there and I didn't know if she'd been overcharged or not, but what the hey, let's assume she had. I said, "How much do you think it overcharged you? I can refund that amount." Whatever she'd say would be fine with me. She declined and was acting so weird, like she was embarrassed or thought I wasn't sincere. Either way, it made me feel bad. She ended with "you've been enough," whatever that means. I mean, I have no idea if she thought I was imposed upon or if she didn't like my service and had had enough dealing with me. I really, really wasn't sure; it could've been either. I'm frustrated she didn't let me make it right. I wanted her to be happy; I felt bad I'd missed the discount in the first place. It kind of ruined my shift.
So I helped a couple of other people, running around, and she was looking at the receipt. She came up and asked about a 40-cent charge that I didn't recognize. I mean the description was US and some numbers. We don't even charge that amount for condiments, so it was weird. Right after she asked she defensively said, "I'm just asking!" as if I was going to challenge her. I didn't really even get a chance to think or answer. I did then say it was probably an adjustment or the "charge" for the condiment, as the combinations haven't been ringing up correctly. "We didn't order a combo." "Oh, well, the computer automatically combos that drink with that item." At this point I figured it didn't matter why it was on there and I didn't know if she'd been overcharged or not, but what the hey, let's assume she had. I said, "How much do you think it overcharged you? I can refund that amount." Whatever she'd say would be fine with me. She declined and was acting so weird, like she was embarrassed or thought I wasn't sincere. Either way, it made me feel bad. She ended with "you've been enough," whatever that means. I mean, I have no idea if she thought I was imposed upon or if she didn't like my service and had had enough dealing with me. I really, really wasn't sure; it could've been either. I'm frustrated she didn't let me make it right. I wanted her to be happy; I felt bad I'd missed the discount in the first place. It kind of ruined my shift.
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