I think it’s nice that you tried to make up for a mistake (which you’re entitled to make by the way, as a human!). But don’t let your guilt or sadness get in the way of a job well done. All you can do is smile and do better next time.

It’s not entirely on you, he should also be responsible for knowing what he ordered and not leaving without it

and yes i understand i should always check how many items are in the order but he always comes at the worst times and most people know what they are picking up/ordered

I think buying the scones for him was a really nice gesture and I hope they appreciate it (or at least him). Maybe see if you can talk him into not mobile ordering one day so you can make it right by getting his order free (depending on size. or at least a pastry and one drink for the repeated inconvenience)

its not your fault at all!!! he should know what he ordered and make sure its all there before he leaves!!

honestly i don’t understand these customers. if you are in a rush don’t come, it’s not your fault and has nothing to do with you that his wife is ill. i feel like that’s just a manipulative thing to say to someone who made a simple mistake... There are so many things you could do to fix a forgotten item besides just getting upset at the barista... Like others have said, it’s his responsibility, too, given that it’s his own order

I totally know how you feel. He will be back soon and you and your partners can make up for it then :-)
*** also this is a good reminder that we never know what people are going through! I forget that a lot when I get into customer service routines :/ but you definitely did nothing wrong! :-)

I’m sorry for his wife but there are options for him if he doesn’t want to leave his wife, that does not give him permission to guilt you. You will make mistakes at this job, it’s chaotic and people expect you to read their mind and you will get flustered and make more mistakes. That being said you did make the moment right.

Here is what I would have done:

First, deflect blame to an object. “I am so sorry it seems that the label machine was out of paper and we saw that label print out after we changed it after you left. We were hoping you would reach out so we could resolve this!”

Second, acknowledge their frustration by demonstrating understanding of the context behind it. “I would be so upset if I were you going through everything you are already dealing with, and we will make it right. We always want to deliver but especially when you need us most!”

Third, detail exactly how you will make it right.

Fourth, follow through.

In general, when someone is angry and you are not the direct cause of it but you are the direct recipient of the incoming rant, deflect blame to objects or if you must, your manager.

For example, “I am so sorry I cannot take your garbage through the window. It’s a corona-related rule now. My manager is here and would write me up if he saw me do it.”

This is really wholesome... and really funny as well. You’re sweet tho

The unfortunate thing about any job is that there are going to be little mistakes. I understand that what he's dealing with is hard, and he probably just wants to be acknowledged- but I feel like the guilt trip is kind of unnecessary? He forgot minor things both times that he could have stayed home for. I understand wanting to get what you paid for, for sure, but any time you're eating out (especially fast food) there's the risk of a mistake.
It sucks that his wife is mad, but I don't think you've done anything so terrible here.