I visited Seven Brew in Payson, Utah with my sister, her boyfriend, and my boyfriend. We had two separate orders because we were planning to pay separately. My boyfriend and I ordered first, and then my sister and her boyfriend ordered. My sister had a free drink reward connected to her phone number, but while the employee was taking her order, the iPad overheated. She told us that the employee at the payment window would finish everything.
Unfortunately, the first employee never entered my sister's free drink or properly communicated the situation to her coworker. When we got to the window, my boyfriend and I accidentally paid for my sister and her boyfriend's order, thinking it was ours. Since my sister's free drink hadn't been applied, the total was higher than it should have been, but we were confused and just paid it.
When my sister told the employee at the window that she had a free drink, instead of correcting the existing order, the employee started her order over again, and my sister paid for it separately. At that point, there were three orders instead of two because of the lack of communication between the employees.
The result was that my boyfriend and I had already paid for the wrong order, my sister paid for a duplicate order, and our actual order was left without payment. Then the employee who originally took our order came outside and tried to get me to pay for another order, even though we had already paid. She didn't seem to understand that we had accidentally paid for my sister's larger order instead of our own because the orders had been mixed up.
The drinks themselves were correct, and everyone received what they ordered. We were never trying to get free drinks. We were only trying to explain that the payments had been applied to the wrong orders because of the employees' mistake. Unfortunately, the issue was never actually fixed.
What made the experience even worse was how we were treated. Instead of trying to understand the confusion, one of the employees became very aggressive, disrespectful, and raised her voice. She asked, "Raise your hand if you got the drink you wanted," as if that solved the payment issue. She also accused us of trying to get drinks for free, which was completely untrue.
The most disrespectful moment was when she took the drink out of my sister's hand and said, "So do you not want this? So this is not the drink that you ordered?" That was completely unnecessary and made us feel embarrassed and disrespected. We were calm the entire time and were simply trying to get the payment sorted out correctly.
Everyone makes mistakes, and we completely understand that technology can fail and orders can get mixed up. However, what we don't understand is why we were treated so poorly for trying to fix a mistake that wasn't ours. Better communication between employees and better customer service would have made this situation much easier to resolve. read more
