Something which baffles me a lot is the amount of people that aren't aware that Frappes and Refreshas require ice too. Some will ask a follow up request of making a Refresha without ice and I have to tell them, the water from the tap is lukewarm and it isn't the same without the ice. Makes the drink more like a squash.

So in comes a customer asking for an Iced Latte. I advised the customer that due to the ice machine being broken we cannot do any iced drinks and offered an apology. There is several signs up alerting people of this fact but to be fair the surface area of a few A4 posters versus large illuminated menu screens which we cannot adjust or are allowed to turn off, means people do genuinely miss the signs.

The customer then requested a Frappe. I explained we cannot do that without ice either. The customer then asked for a Cherry Refresha. I respond "no ice, sorry". The customer then decides to compromise by getting a fridge cold Pepsi Max. Finally, seems the customer gets it.

Customer completes the transaction before asking "Can I get a cup with ice for that?"

Ice is ice. There is no special allocation to a specific drink. I'm not sure if the customer just really didn't understand or was just trying to get under my skin.