So this lady comes through our drive-through. She is driving a Lincoln navigator SUV so you can see she’s doing pretty well for herself. Orders a Doppio and Quad espresso. I tell her the total and she arrives at the window. I scan her app and she starts to get angry when she asks why she has to pay two dollars for the Doppio. She starts to explain that in the app, 25 stars equals a free shot of espresso. She had a total of 221 stars saved up And if each shot (total of six) is 25 stars, she should be able to get both the quad and the Doppio for free with 71 stars left.

I tried to explain to her that Doppio and quad espressos are technically considered handcrafted drinks therefore she’s only able to redeem the 150 stars for a free drink. The only way that she can get free shots of espresso is if they are added to drinks or if she had 300+ stars to get the second set of shots for free. The pos won’t give us the option to give her free shots just as espresso shot drinks. I’m pretty sure we as baristas all know this.

She started getting more angry and raised her voice because she basically didn’t read the fine print. She asked to see the manager on duty, so I get her to come to the window and she literally explains the same thing. This Karen definitely was not having it despite being wrong. She then threatened to call corporate because she said multiple times that she was always able to get her espresso shots for free regardless…. The manager on duty even explained that she(the Karen) could call corporate but they would probably tell her the same thing that we’ve been trying to tell her for the past 10 minutes while she’s holding up our drive-through.

We politely asked her if she would come inside so we could resolve this issue and other customers could be on their way getting their food and drinks, but despite our efforts she just wasn’t having it. The manager decided to give her the other shots for free by voiding it out while still using her 150 points for the free drink just so we could all move on. I don’t get why people have to act like this, especially the wealthy white privileged people who think they should get their way despite how much in the wrong they are. All of this over a measly $2 which is probably like the spare loose change you find underneath you couch cushions to her..

Anyone else have to deal with customers like that? How did you handle the situation? How was it resolved?