I wanna apologize in advance for the length of this post, but I need to talk about this with other baristas who are not at my store/my friends. SO about 2 months ago we got a new SM at my store, which was i was already nervous about because i LOVED my old manager, anyways, I work with the new SM for maybe 8 hours the first week she’s there, I haven’t worked with her again since. The day after valentine’s, a customer comes in and has 3 orders, her last drink is a venti iced latte made with heavy cream, no ice with a cup of ice on the side, so i do the “add dairy” charge, as is standard and she is clearly just trying to get a free extra latte, a minute later she comes back up and demands to know why she was over charged on her drink. I calmly explain that it’s a standard when you order a dairy product with no ice, she doesn’t really get it and i try further explaining it, she demands a refund for the drink, nbd. I start ringing up the refund and she then demands a refund for the rest of her orders (probably around $25), i do that, while i’m ringing this up she starts yelling about how ridiculous it is and how she comes in all the time and has never been charged, starts demanding corporates number and my stores number and my SM name, so i start becoming visibly upset because i don’t enjoy being verbally harassed. I finish the refund and ask my shift on to go to the back while she deals with the lady. Flash to a couple days ago and my SM texts me and asks me to come in to meet with her, she asks me to explain what happened with this customer and i explain the situation. she tells me that she was told i was being condescending and rude and let the situation escalate, she then goes on for about 20 minutes to tell me how she thinks i’m an awful barista, a bad person, i constantly have a bad attitude, and i “need to take a deep look at myself in the mirror” (mind you i’ve worked with her for 8 hours total over a month and a half). I got written up on my 2 year anniversary with the company/at my store. i’m trying to find the time currently to go in and talk to my old manager to see about transferring