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A frustrated employee took to Reddit's r/antiwork thread to discuss what they've faced from customers while working for Starbucks and how it's evolved over time.
"In the last two years, it seems that Karen's are increasing in number and in severity," u/Im_A_Boonana wrote in their post, which received more than 28,000 votes. "Daily, we endure verbal, emotional, and sometimes physical abuse at the hands of our customers."
They then listed some of the incidents that occurred during their most recent shift, including having an order "barked" at them while helping another customer, not taking another customer's order from her car because she refused to roll down her window in the drive-through and hearing another customer scream over the phone because they could not modify a drink order for free.
One man, u/Im_A_Boonana noted, tried to go through the drive-through in the wrong way and proceeded to get out of his car to order at the box.
"For safety reasons, we cannot permit this. He told us he would order at the window, which we also try to avoid, especially when there is a line wrapped around the building like today," Im_A_Boonana wrote. "He swore at us and circled the building for several minutes before leaving."
Despite having difficulties with customers, the employee said they had no issues with fellow staff members or the managers.
The challenges that service employees face are not new.
Newsweek previously reported that a viral TikTok video showed a customer slapping a tray of food out of an employee's hand.
The TikTok user, @engteets, explained in a follow-up video that some juice spilled onto the customer's shoes while he was bussing tables, and she began hurling insults and expletives at him.
The customer was escorted out, but he said he no longer works in the service industry.
u/Im_A_Boonana wrote that while they typically enjoy the job, the customers make it difficult.
"I would say the rude/abusive customers maybe make up 5 percent of our customer base," they told Newsweek. "It's a very small but very loud minority."
They said while an experience with these types of customers is not necessarily guaranteed, it isn't a surprise when it happens.
Many commenters agreed with u/Im_A_Boonana's claim that customers have gotten more entitled throughout the pandemic.
"I think a lot of it, particularly when things initially started reopening, is that people tend to believe they're the only ones negatively [affected] by COVID," u/mamba0714 suggested. "Which, in turn, has raised their sense of entitlement."
The commenter continued and said a customer may feel that their hardship is unique and overlooks what others may go through.
"It's as if they feel the world owes them something, and they no longer care at whose expense it comes, as long as they get it," u/mamba0714 wrote.
u/Exciting_Pineapple_4 suggested the behavior may stem due to isolation.
"I believe that not being around people in a social setting allowed folks to reinforce their opinions without opposition," they wrote. "We're seeing alot more of this in everyday life: increase in road rage, Kraken Karen's and poor interactions at alot of jobs (particularly from management)."
Wrote u/No-Cryptographer2208: "The customer is almost always wrong. But they've been coddled for generations to think they are always right. That's some corporate bulls*** cooked up decades ago."
As far as receiving support, u/Im_A_Boonana told Newsweek they and their fellow baristas are coached to give customers the benefit of the doubt. They also view training videos on how to handle situations that turn hostile.
They said they feel supported by their team and managers within the store itself.
"Corporate tends to enable poor behavior at times," they said. "We have a policy referred to as, 'making the moment right.'"
The policy, they said, is meant for situations that can resolve a small problem to make the customer happy, like an incorrect drink order.
Though it has helped with small situations, some customers have taken advantage of the policy, u/Im_A_Boonana said.
And, a call to the corporate offices will lead to an apology and a gift card for the customer.
It is also difficult to ban and enforce a ban on an unruly customer.
Although they outlined what they said was a difficult day, u/Im_A_Boonana recalled another situation that was extremely difficult with customers.
They said there was a "horrific" car accident in the parking lot. The store was shut down to allow first responders the ability to do their job in the parking lot without being interrupted.
"Additionally, there was broken glass covering the drive-through lane," they said.
As one of the first people on scene, they provided first aid to one of the drivers until someone took over. Yet, customers still tried to order at the drive-through.
"I had to approach them with literal blood on my hands to tell them we are closed and will not be serving them," they said.
Just one customer seemed to understand the situation, u/Im_A_Boonana said.
About the writer
Catherine Ferris is a Newsweek reporter based in New York. Her focus is reporting for the U.S. Trends Team. She ... Read more