General Etiquette > Life...in general

How was I supposed to know??

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Knitterly:
I just had the most awful experience at a local coffee-chain place.  So bad that I am honestly thinking of contacting head office about the horrible rudeness.  But I do not know if that would be overkill.

This particular chain is very widespread and well known.  They keep the donuts, tea biscuits, croissants, and muffins on a display shelf so you can see what you're ordering.  I go to this chain so often that I keep a cash card loaded and in my wallet so that I am never without change when I want a coffee.  I have never been to this particular location before, though.  The lineup was very long, so I stood and waited (usually expected, especially as we were in the food court of a mall).  I got up to the front and ordered my coffee.  I wanted a particular type of sandwich with it, so I asked if they had them at this location as I did not see it on the menu.  They did not.  So I was going to order a muffin and then changed my mind and asked for the cheese biscuit instead.

The girl at the cash looked at me funny and said "I'm sorry, the what?!" 
"The cheese biscuit.  Top row behind you, second from the right.  Next to the regular tea biscuits." 
"The cheese croissant?" (note, they did not have cheese croissants on the display shelf).
"No, no.  The cheese biscuit.  Right there on the top shelf."
At this point, the woman working next to the cashier (getting donuts, etc for both cashiers) stepped forward and looked at me like I was some sort of bug.  A very stupid bug.
"Those are cheese and ham biscuits!"  I was absolutely taken aback at her tone.  It was so sharp and so loud and so rude that it almost brought tears to my eyes.  Now... I'm not some pathetic creature who can be taken down to tears by just anyone, but her tone was just so.... amazingly rude.  I should also note that she was a generation or two older than me, so it really felt like being chastised by a parent or a teacher for being incredibly stupid.
"I'm...sorry?  The sign just says 'cheese'.  Anyway, that's what I would like."
"The sign broke! They are cheese and ham!"

At this point, I probably should have just walked away, but I really wanted my coffee, and losing one customer would not make any impact on their sales at all.  The lineup behind me was about 15 people long.  It's a really, really popular coffee chain.

I just looked at her and asked her how she expected people to magically know they were cheese and ham biscuits if the sign just says cheese.  I was really fighting to keep my voice from cracking...it did anyway.  Cold medications make me weepy.  That's my excuse for almost crying all over her.  She got super condescending and raised her voice to this sickly sweet tone "Aww, I'm sorry lovey," (yes, she called me lovey... i wanted to throttle her... but I wanted my coffee more) "I just thought you should know they have ham in them too, in case that would change your mind."
It didn't.  I wanted a biscuit.

The thing is, I know that this particular chain prides themselves on excellent customer service.

It was all of $3 and 15 minutes out of my day.  But I am still torn on whether I should send them an email to complain about this particular person.  There's not much they can do about it now.  It's easy for me to avoid that particular location as I rarely go to that particular mall. 

bloo:
I would write a letter to corporate with all the details listed here. Did you get her first name? Put down the date and time so they can pinpoint who it was. Include that you will be expecting follow-up as of course you know that this is a company that prides itself on customer service.

I would have had a word with the manager on duty if I had time after enjoying my coffee and biscuit (were you getting your stuff to go?).

That sounds like a lousy experience and it's a shame, because it's much quicker to be nice and helpful than condescending and rude.

Did this happen today? Maybe they were annoyed at working on T-day if it was. Not an excuse, just an explanation.

So sorry about this. I definitely believe in complaining using the appropriate avenues for substandard products or service.

sparksals:
At first I thought you were talking about Second Cup, but I presume it was Tim's. I would definitely write a letter to corporate.  Even though they are franchised, Tim's would want to know about how horribly you were treated.

sparksals:

--- Quote from: bloo on November 22, 2012, 02:04:30 PM ---I would write a letter to corporate with all the details listed here. Did you get her first name? Put down the date and time so they can pinpoint who it was. Include that you will be expecting follow-up as of course you know that this is a company that prides itself on customer service.

I would have had a word with the manager on duty if I had time after enjoying my coffee and biscuit (were you getting your stuff to go?).

That sounds like a lousy experience and it's a shame, because it's much quicker to be nice and helpful than condescending and rude.

Did this happen today? Maybe they were annoyed at working on T-day if it was. Not an excuse, just an explanation.

So sorry about this. I definitely believe in complaining using the appropriate avenues for substandard products or service.

--- End quote ---

TG is not an issue here.  The OP is in Canada.   Even if it was, there is no excuse for the treatment.

SiotehCat:
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

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