I do something kinda similar. I'll still apologize (kind of) but I'll say "oh, sorry it's not to your liking! We just make the drinks how they are printed on the ticket. I'll make it the way you want it though!" And if I'm feeling extra spicy I'll even add the ol' "i wrote on the cup how to order it next time so we can make it the way you like it next time! Thank you for your patience!"

Sometimes when it's a cafe order, it's because the register partner didn't ring them up right (which happens a lot at my store). So i try to give them the benefit of the doubt with cafe orders. But with mobiles, i show no mercy.

same I will not apologize for something that isn’t our fault. like if I have to ask for someone at the order screen in drive to wait when taking payment for someone at the window, I thank them for their patience (even if they were not patient) and never say sorry for the wait because I’m not sorry.

Please do not let customers keep their “mistake” drinks. Sets a bad precedent and then people will do it on purpose to get free drinks.

i usually say “oh, looks like you were rung up for *x,* if you’d like it like *y,* i can do that for you instead!” and if it’s something that costs extra, i’ll let them know that it wasn’t on the sticker and is usually an extra charge, so next time they’ll have to be rung up for it that way. i always phrase it without placing blame on anybody so they can’t be mad at me! lol

i look at the tag and just say ok and take the old drink dump it then remake it

we’ve had some mobiles lately where the customer orders them wrong and then comes at us like (ex.) “you made this wrong. I wanted this iced, I ordered it iced.” in this case, I check the label and I tell them “it actually wasn’t ordered iced, but I can remake it for you!”

they usually look at me like 😐 and then they’re like “oh, okay, sorry I thought I ordered it iced idk what happened yes I’d like it remade thank you.”

I'll say "Oh, you wanted it iced? I can fix that for you. Give me just a sec!" If it's been a few minutes since the drink was handed out, I'll naturally look back at the ticket to make sure I know what to remake. When I look at it, I'll usually say "Ah yeah looks like it got rung up as hot!" Whose fault that is - the customer or the person on register - I have no way of knowing for sure, so the apology seems a little inappropriate and of course I'm not going to in any way indicate that the customer messed up, there's just no need. If it is their fault, they're too embarrassed to admit it or they're worried we won't be able to fix it. And for me, it's 1 drink. I don't care enough to figure out exactly what went wrong.

Sometimes when I hand the new drink out, I'll say "here you go, sorry about that mix up, I'm happy I could remake it for you!" not because I think I or the other baristas need to claim responsibility for the drink being rung up wrong, but because I know it sucks to have to stand there waiting another couple minutes while it gets fixed lol. And having to ask a barista to fix something also sucks.

Depends if they jerk about it they only get one. If they are nice they get both.

But here story from today. I have bad hearing so I make habbit expessally when we slammed to repeat it after each drink and then after they order everything to make sure. Lady says she asked for ice. She sure didn’t cause everyone with head sets heard me say the order 2 times but my manger still remade it but didn’t give her the hot one

I normally apologise, ask how they would like it, offer to edit it or remake it. Take the old one, dump it and remake it. Sometimes it is miscommunication, hey we all human.

Usually I just coach them on how to order it next time and remake it

Uh I get a little sassy when they tell me I made it wrong and I did it to standard, but I'll still remake it or fix it.

For example, we were out if oatmilk and this girl wanted me to sub a brown sugar oatmilk with almond. When I handed it out to her she gave me a dirty look and said "can you shake this? It never looks like this."

I gave her attitude right back and said "I did make it to standard where we only shake the espresso, syrup and ice but if you want me to shake the whole thing together I can. I just did it how we always do it."

She came back with "well I get it everyday and it never looks like this."

So I took it back, shook it, gave it back and said "I'm gonna assume it's because it's almond and not oat milk that it doesn't look the way it usually does 🙃" and then asked her friend if she also wanted me to shake her entire drink and she just stepped back and said "um.. it doesn't really matter to me."

I hate when people say I made it wrong and I didn't. I'll admit my mistakes when I mess up but something about people thinking they know how to do my job better than me grinds my gears. Lol

“Oh, you didn’t clarify, I’ll make you the drink you meant to order though! :)” I just say it perky because it’s harder for them to claim I’m being rude

I have a few regulars who try to do this on a regular basis. I’ve learned how to deal with the. Do not apologize!! If it’s someone who hasn’t done it before, I do apologize and give them the free drink. But if it’s a regular, I hold onto the drink a little longer inside the store. (I always do drive thru) If they say anything, I say “okay I’ll get that remade for you” but DO NOT HAND IT TO THEM!! If I hear the, at the menu box, I make sure I have a partner stand with me and listen in and ask “do you want that hot or iced?” to make sure they do say hot. In that case, if they still try to say it was iced, my shift supervisor comes over to dispute it.

I take the "wrong" drink back, but otherwise same.

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I always let them know that it’s a simple mistake and I’ll gladly remake the drink when am in bar. But I have two different outcomes on how I react.

If it’s someone nice and they’re sweet about the situation I’ll be nice and let them keep the mess up drink as a apologies and maybe add something more if they like in the new remake. As my appreciation for waiting and understanding of the situation.

If it was someone rude or attitude or trying to scam us trying to get another drink out of it I would ask what happened, grab the drink they didn’t want/like. I asked them what would they want changed (and few have funny reactions and/or don’t expect it when I do this) take the sticker off the “wrong order” drink and keep the sticker and completely dumb the whole drink in the sink in front of them. Just to show them not to waste either both of our time if you ordered it correctly. (Keep in note I only do this to rude/scammers/annoying/entitled customers)

And what are they even going to say they wanted to keep the bad drink? No why would you? You didn’t like it so it wouldn’t bother you seeing me dumping the drink I made for you that you said word for word? Seems sus to me that you want to keep it?

I dumped so many fraps because they forgot they didn’t want coffee

Dumb iced drinks lattes because they somehow forgot “they only drink non dairy” and some how forgot to add that

I’ll usually respond like “Oh I’m sorry you wanted that iced? I must not have heard you say that while they took your order. I just make it how it looks on the ticket. But we’ll have your remake right out.”

Same. I’m always nice & polite about corrections… but what do we have to be sorry for? Nothing. Needing a correction shouldn’t strike any resentment or anger from customers anyway and if they do, they’re childish. 🤷🏻‍♂️

When they change their mind at the window and you get a write up because of it

I don't apologize, but I make sure to tell them to clarify next time that they want it iced/hot when ordering (especially if it's on a mobile order)

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Latte model: listen, apologize, take action, thank them, ensure satisfaction.