A really bizarre scenario I have only ever witnessed this one time as a barista.

A customer orders an Almond Matcha Latte and two complimentary kids milks. Orders very quietly, nothing out the ordinary. Drink is handed over to the customer, she thanks us for the drink.

Next up are the two babychinos. This is a drink where the milk is steamed on lowest temperature setting, no coffee and a cardboard clutch sleeve applied (despite not needed for the temperature, its added because it is for children). I am observing the colleague in training making the drink to ensure its not made too hot etc. and the colleague is asking if it is done right and I confirm all correct.

Out of nowhere the customer is a little agitated, speaking at much louder volume, accusing us of doing something to the drinks (she didn't specify what) and demanding a refund. In this situation you cannot give in to the refund (not to mention those drinks are free anyway) as it could be interpreted as "oh you caught us". She was happy with the first drink, the one she paid for.

Instead I had to explain the colleague is being trained and the communication is to ensure the drink is made right (not high temperature, no coffee etc) because it a drink for children. She didn't seem overly convinced but she gave the drinks to her kids anyway as she left.

At first I thought it was an attempt to get her drink for free. I mean, if you are sure something isn't right (whether or not it is) especially with zero cost outlay, you'd surely reject those drinks, maybe ask for it to be made again or simply bin them rather than giving them to your kids?!

However, I did reflect on this after the shift ended. We have no idea whether she or someone she knew has had a close call or had an issue like that in the past, perhaps at a nightclub. In which case, no ill feelings towards this customer, just reporting the scenario as it happened. Better safe than sorry!