I would voice your concern that the complaint is somewhat accurate and explain how you just did that you see both sides. Maybe ask if there is a way your SM can talk to the DM about adding some labor because you are the top in sales in your district and that you truly believe this would benefit your store. Maybe phrase things in “business” terms like “With even a little increased labor our production could meet the rising demand our store is encountering, and it would decrease stress on baristas allowing for better customer connections!”

I worked both in a 70k week DT store and a cafe. It didn’t matter what we said or what management said it was BS. We just had our team meeting maybe a week before this incident and got told how much we’re supported and our safety as baristas matters etc etc… then a week later this customer goes off on me over Covid rules and I mean an extreme outburst I was not new and it was the worst he grabbed at my apron was yelling and threatening me all over a rule I was told I had to follow. I stood there calmly while customers around were gasping and my partners on the bar looked shocked. The SSV got nervous and left me there on POS while she went in the back. Then the SM came back and did nothing, nothing let that customer continue to be in the cafe and I was left out on the floor with customers asking me if I was okay. I went in the back cleared out my locker and told my manager it’s not fair we are treated like sub-humans talked to like shit and no one does anything. He told me I was right but also still did nothing. I took my stuff and left. No one ever tried to contact me. Working all through Covid full time coming in early, staying late working through a store tragedy… and nope nothing. Don’t expect them to start caring you’ll be disappointed.