Had a customer come in today for a mobile order through the drive-thru, and thankfully it was right after a rush so we were fairly dead. However she placed her mobile order not even a full minute before she pulled up to the box. Our dto was admittedly being a bit sarcastic and told her “Usually mobile orders take 10 minutes to process and make. Also I see you placed this order 30 seconds ago, but we will try to have your order ready for you at the window.” the woman didn’t say anything, just drove off. I am on hotbar at the time and I didn’t have any other drinks so I finished making her mobile order and it was done before she even got to the window. Apparently she drove right past the window without saying anything to our DTR and proceeds to come into cafe and stand right at handoff. I asked if she had a mobile order (I didn’t see it was her from the drive-thru but I had a suspicion) and she starts mumbling about how it shouldn’t take 10 minutes to get her drink and she would have been happy to wait in line. As politely as I could I said, “Ma’am you could have pulled up to the window and asked if you needed to pull around. I had your drink done before you even got to the window.” and in turn she asked, “Then why did they tell me it would be a 10 minute wait?”, which in my mind was pretty reasonable to ask. So I told her, “Because if someone mobile orders during a rush and places it in the drive-thru we can’t guarantee your drink will be waiting for you depending on how complicated the drink is. That’s why we ask people to wait at least 5 to 10 minutes before trying to come pick up their mobile order because it does reflect badly on us if you have to wait on a mobile. It’s actually lucky you only had one drink so we could get it to you quickly because normally this isn’t the case.”. She just took her drink, took a sip, and walked out without saying a word to me. As soon as she walks out, she walks back in to ask me to fill her latte up with more milk. She said, “I paid $7 for this drink I want it filled all the way up”, but I did fill it all the way up (1/4 inch from the top and topped with whip cream) so I know the missing portion she’s referring to is the sip she took from it earlier. I just didn’t want to cause anymore issues so I steamed more milk, made sure there wasn’t any foam because her drink asked for no foam, and put it in a short cup with a lid. She got upset with me for putting the steamed milk in a short cup saying that it doesn’t taste strong enough when she adds the milk to it…. I just couldn’t with her anymore. I told her I’m sorry for the inconvenience, I can remake it if you’d like” she just stirred it and walked away. Am I wrong for how I handled this?

Also turns out this customer was banned over a year ago for continually having issues with her drink saying no one could make her drink right every time she came in (even if it was our sm) but I guess she’s allowed back now?