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This happened to my sup today. A lady calls and says she ordered 6 of the same sandwhich and they were all cold. Sup, J, looks up orders in the appropriate timeframe and finds no such order. SC immediately gets angry, asking him if he's calling her a liar, etc. She hangs up on him, but calls back in a few and he decides to replace the order because we find some of the equipment isn't working. An hour later the lady calls back to say that she reheated the sandwhiches & then they were "the best she'd had at our chain." She apologized for yelling at J, too. Wow. We're floored.