Rude staff and a very disappointing experience…read more
My friend ordered a Lotus frappe, and unfortunately, it was not good at all. It tasted more like crushed cookies than an actual frappe, and she was literally chewing on pieces of ice. Since we've ordered the Lotus frappe here before and it was perfectly fine, we figured this was simply an issue with how the drink was made this time.
I politely asked if the drink could be remade as a caramel frappe instead, since we knew that one was good. Instead, we were told, "We can't do that, you would have to pay."
I'm sorry, but why would we pay again for a drink that was made poorly the first time? We weren't asking for a free drink just because we changed our minds. We were asking for the original drink to be corrected because it was genuinely not drinkable.
What really made the situation worse was being told, "We're not a chain like Starbucks to just remake drinks... this will go to waste."
Respectfully, if the concern is that the drink will "go to waste," perhaps the better solution would be to make sure the drink is prepared correctly in the first place. I understand that businesses don't want to waste product, but making a customer pay for another drink after receiving one that was poorly made doesn't exactly feel like great customer service either.
I'm not expecting the "customer is always right" treatment, and I'm certainly not trying to be difficult. But when a customer genuinely cannot enjoy what they were served, the reasonable thing would be to offer a solution rather than essentially tell them, "Sorry, pay again."
We've had good experiences here before, which is why this was especially disappointing. Hopefully this was just an off day, because the way this was handled left a much worse taste than the frappe did.