I work in the kitchen of a family owned market. I'm in charge of preparing the cold food for all of our catering orders and making sure they're all assembled correctly.
Today we had a fairly big order for lunch, 60 people. They were getting a few gourmet salads, mini croissants, and a big bowl of fruit salad. A guy comes in to pick it up and is on his way, seeming perfectly happy. A little while later the girl who takes our catering calls comes out of the office and tells me that a woman is on the phone complaining that they didn't get pasta salad with their order. My heart drops, thinking I accidentally looked over it on the order form, and I run back to the office to double check the order on the computer. Sure enough, there is no pasta salad listed on the order. My co-worker takes the customer off hold and explains that we were not aware that they had ordered pasta salad, but that we could bowl some up and have it delivered in no time.
Well, this woman was FURIOUS. She started yelling at my co-worker (I could hear her through the phone), demanding to speak to the owner, saying that she had been charged extra for adding the side of pasta salad. Now, I know this lady has no way of knowing how our system works, but if something is not on an order, there is no way it will show up on the invoice. They are tied together and can't be altered individually. Co-worker tries explaining this to her, she still insists that she's already been charged and it's unacceptable that we didn't bring it to her.
In the meantime, we've gotten her pasta salad together and my co-worker races to deliver it herself, apologizing profusely and assuring the customer that it is absolutely free of charge. This woman STILL refuses to believe her and says she will be having words with the owner.
Now, it's one thing to be frustrated and upset that we screwed up an order; it turns out that this lady did tell the owner she wanted pasta salad, but the owner forgot to add it to her order. Obviously that's a suck on our part, but for heaven's sake, we tried our best to make it right! We're only human and we make mistakes, and I like to think we fixed our mistake in quite an efficient manner. There's no need to make us feel like absolute garbage about it. :\