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The original was posted on /r/AmItheAsshole by /u/Cobalt_Blue19 on 2023-08-25 20:50:22.

I work at a coffee shop inside of a gas station. We’re often busy around the morning time, sometimes getting rushes that last from 8am to 10am. There’s this woman who will call the store once to twice a week, usually while we’re busy to try and place an order for pickup over the phone. I’ve tried telling her multiple times that we don’t take mobile orders over the phone, you can place an order for delivery or pick-up with Uber eats, doordash, GrubHub, and even our mobile app. She refuses to use any of these services then demands we get her order ready. The last time my coworker accepted her order, and it took her half an hour to arrive. Her food was cold, her drinks melting, then had the audacity to complain.

Today she called, I said no and explained she can use our mobile app to place an order. She refused this answer and after a few minutes of back and forth I hung up on her, we had customers waiting. She called again and this repeated, except now she yells at me that all my other coworkers accept her order, that she’s been doing this for years, that she’ll file a complaint… Again I tell her no and hang up.

She comes to the store, berates me for almost 15 minutes refusing to move from in front of the counter, I literally have to serve guests around her. I explain to her over and over that we don’t do that, it’s a policy within my workplace. I break for a moment and call her entitled, that I’m not fulfilling her special needs and providing her a service we don’t provide for other customers. After wasting 15 minutes of both of our lives, I take her order she gets her shit, and she’s gone… for now.

(Btw, her disability requires her to use a cane to walk. But she was somehow completely fine standing in place for 15 minutes to yell at me while holding up a line of people.)

Tldr; I refused to take her order over the phone, it’s a service we don’t provide as it’s against policy.