During the day which we had no operational coffee machines, a customer attempts to order an Iced Latte (no specification of milk) before revising their order to be an Apple Crumble Matcha Latte. Customer confirms the order without any variation to the signature drink, which has milk for both the drink itself and the cold foam on top. Nothing to signal this transaction will have any issues, customer confirmed order and paid promptly.

No queue because the coffee machines were down, customer was watching the Apple Sauce being dispensed, skimmed milk being poured into the pitcher with Apple Sauce added and then put in the blender, and of course the Apple Sauce dispensed into the clear cold cup, followed by matcha concentrate and the semi-skimmed milk from the other milk carton.

Finished the drink with the apple crumble topping. Drink looked fantastic if I may say so myself. Hand off to the eagerly waiting customer... who follows up with the question: "Is it dairy free?" I respond with "No". Erm,you literally saw me use two different types of dairy milk to make and there are no other customers that could possibly be waiting for it.

The customer doubles down, complaining how she asked for it to be dairy free. Well, there is no such thing as "dairy-free milk" as an option, as randomly selecting an alternative milk is playing russian roulette with allergies. Sure, people with allergies are supposed to inform us prior to the order but we don't ever improvise with "whatever is easiest".

Customers have to specifically select from the range of Alternative Milks - which are Almond, Coconut, Soya and Oat. If a customer requests non-dairy at the till, we will guide them through the different options. This customer did none of the sort. They didn't even request it for the coffee drink they tried to order previously. It has to be said we don't confirm back standard drink components (i.e. which aren't modifications) unless the customer was indecisive (i.e. changed their mind) during ordering or for multiple drinks where some drinks are the same but with different types or quantities of milk or syrups.

It just isn't feasible to run through 7 milk types, 5 milk temperatures, 9 syrups and so on for every drink requested when the customers expectation is for the standardised drink they always order. We will always run through options upon request. We often will try upselling larger drink sizes or basic modifications like syrups. Let's get back to it...

After confirming the drink wasn't dairy free and after listening to claims that the drink was ordered as "dairy free", I politely inform the customer that they need to specify at the till that they want an alternative milk and which one. I reassure the customer not to worry, I can just remake the drink for her dairy-free, and I requested which milk she wanted.

"ohh, err, what are the choices?" I respond with the four types of alternative milk and she selected Coconut. Ironically the one with the most syllables. Upon remaking the drink with her chosen preference of alternative milk she left in a huff without saying thank you. Not everyone is appreciative that you fixed their mistake which could have simply been someone having to accept a drink they ordered which they weren't really happy with, or if it was an allergy or strong preference... having to leave or bin the drink.