I'm not sure how I responded so calmly. Autopilot I guess. There were only five baristas in the store so I was solo DTR. Café and Mobile were turned off, so only drive thru was running.

A couple ordered and came to the window to pickup. I handed them a cake pop, along with their first drink (a venti pink drink) which the woman was quick to tell me was incorrect as she wanted it with sweet cream cold foam.

I hadn't made the drink in the first place, but I offered to remake it for them, as it was a genuine mistake. The couple quickly became upset, insisting I take the drink back through the window to add cold foam to it. The man cursed at me under his breath when I explained why I couldn't do that. I took the beverage sticker and remade it correctly. Then I passed their next beverage and that's when they both snapped.

"This is supposed to have whipped cream," the woman shouted from the passenger seat.

I pointed to the whipped cream floating on top of her tall iced sugar cookie latte, and assured that the whipped cream was in fact present, to which she responded, "None of this is what I asked for! Go get your manager, RIGHT NOW! This is ridiculous!"

She'd taken a bite out of the cake pop and continued to curse at me through the window while I backed away to call my ssv over, and when I turned back to face the window the woman dropped the cake pop back into the pastry bag and hurled it at me through the window, shouting, "Bitch!"

She had pretty great aim. I'll give her that.

I didn't know how else to respond, other than chuckle in disbelief and relay what had just happened over the headset.

"I just got assaulted by a customer. This lady seriously just threw a cake pop at me and called me a bitch, and they want to speak to a manger."

Ssvs gathered to the window and the woman proudly confirmed what she'd done.
"Yes I did throw it! I sure did! Fucking bitch doesn't want to do her damn job." Her partner continued to dish out more insults and profanity toward me, and when my ssv asked him to stop, he shouted that it was his right to speak that way since he's a "grown ass man". He then splashed the iced latte onto another ssv, and demanded a refund- which ended up being store credit.

Then they refused to leave, and the police were called.


TL;DR: rude customers cussed me out in the drive thru and assaulted me with a cake pop. Then spilled a drink on ssv, and got away before the police arrived.