Karen ordered a Too Good To Go bag while I was on my break (as lone working the unit has to temporarily close). Unhappy to wait she cancelled the reservation, also deciding to wait (whilst attempting a refund at Too Good To Go) for the unit to reopen, to get the bag - for free - I suppose as compensation for the emotional trauma suffered of waiting 5 minutes and needing to cancel.

It is of course, quite regrettable that customers - be it Starbucks or Too Good To Go - are unable to get their wanted drinks or snacks when the unit is temporarily closed. We aim for full availability during published open hours. It is never our intention to be unavailable, but I needed a break, am owed a break... and its unpaid... I don't take it I literally lose out. If I'm lone working I take the break during quiet period but people come and go at anytime.

Karen claims to have driven 25 miles (from a place that happens to have a Starbucks Drive Through on the outskirts) and have paid for parking. So what? A round trip of 50 miles and car parking fees to collect a £3.99 Surprise Bag? It was cheaper for her to buy 4 items from her local Starbucks at FULL price... not buying that excuse.

I sincerely apologised for the unit being closed when she attempted to collect her bag. Karen acted sympathetic and understanding about I needed a break, before passive aggressive and demanding "What are you going to do?" and "How are you going to resolve this?"

Resolve what? She reserved a Too Good To Go bag and decided to cancel it because the unit was closed. Her refund was in process (takes a few days). She can no longer collect the bag... yet she tried, desperately so. I advised her that she can reorder a bag to collect it after I reallocate the cancelled bag into the pool of available bags (were all sold out) for which she was uninterested in.

She claimed to have covertly recorded the events of our discussion and threatened to complain to Too Good To Go and Starbucks, using the buzzword "timestamps". All bizarre. 100% right not to swipe in advance and 100% right to cancel the reservation if unavailable when she passed through.

Why she waited (despite claiming she has parking fees) and why she simply didn't reorder a bag and waited for the other refund to go through in a couple of days is completely beyond me.