Hostile And Frosty

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She erupts and demands a manager. My fellow shift leader steps in, and I get back to the swelling line. She refuses to step aside, so we’re now down to one register. Nothing works. Finally, we call the owners. Food Court, Jerk, Mall, Managers With A Spine, USA, Wild & Unruly | Right | August 11, 2025

I work in a cookie place at our mall’s food court.

Customer: “I need a cookie cake in fifteen minutes.”

Me: “Sure! Which design?”

She chooses the most complicated design in the book. That means only my fellow shift leader can get it done in time. Fine. I start covering everything else so they can focus.

Ten minutes later, she comes back before it’s even in the box. The newbie hands it to her and she immediately asks:

Customer: “I want a frosting cup.”

Newbie: “Um…” *Turns to me.*

Me: “A… cup? Sorry, we can’t just give you a cup of frosting.”

Customer: “Yes, you can. It’s fifty cents and it’s just a scoop of frosting.”

Me: “We don’t…” *Light bulb.* “Oh, are you talking about icing shots? Sorry, ma’am. We can’t do that here. We don’t have the cups for them, and the owners don’t let us sell off-menu items.”

Customer: “Are you serious?”

Me: “I can add extra icing to your cake or sell you a frosted cookie if you like.”

Customer: “So you’re willing to throw away this wholesale for a scoop of frosting?!”

Me: “No. But it seems like you are.”

Customer: “So what? You’ll just throw out this whole cake and waste it?! Because I’m not leaving here without my icing cup!”

Me: “No, if you choose not to buy your cake, I’ll cut it up and sell it by the slice. We’ll make even more money that way.”

She erupts and demands a manager. My fellow shift leader steps in, and I get back to the swelling line. She refuses to step aside, so we’re now down to one register.

Nothing works. Finally, we call the owners.

While my shift leader is on the phone, the customer reaches over the counter, snatches the phone, and starts screaming at our elderly owners. These people are over sixty-five, staunch Southern Baptists, and absolute sweethearts.

After twenty more minutes, she slams the phone down and storms out.

Our bosses call back, apologize to us for dealing with her, and tell us:

Owners: “Cut up the cake and give slices to anyone who wants one. And she’s banned from both stores.”

We laugh it off. The newbie looks traumatized. Ten minutes later: The phone rings. It’s her. She went to the second location and now she’s gloating.

Customer: “They gave me the icing shot! So you were just lying because you were lazy!”

My fellow shift leader snatches the phone:

Shift Leader: “What’s the name of the employee who served you?”

Customer: “I—I don’t need to tell you that. You ruined my son’s birthday! I’m never coming back! I’ll be leaving bad reviews, and I might sue!”

Shift Leader: “Bye.” *Click.*

We immediately call the second location.

Us: “Hey, did someone just give a customer an icing shot?”

Them: “Nope. She threw a fit, and our shift leader said no.”

So… she lied. Again.

And the final twist? Our cashier quietly says:

Cashier: “You know… that was my bus driver.”

At the end of the night, we looked up her Facebook profile to see if she’d left a scathing review. Her profile picture?

“In a world where you can be anything, be kind.”

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