Tell me if im wrong?

okay this story requires a bit of background.

tuesday of this week, a man calls my store and tells me hes coming in to grab a replacement cake. im confused, because we dont do replacement cakes, so i ask him to hold and call around. i call my boss, he tells me “nope, and you know we dont give out replacements” and i do know this. but the man on the phone says it was because it was in “the bad freezer” at our store. this lines up with things, as pretty much all of our freezers went out within the past week. i also didnt know when he ordered these.

so i decided to go against my boss, and give him a replacement. it was one we had just made that morning, so theres no way it couldve been bad. all of our cakes were replaced after the freezers went out.

he comes in, brings me the old cake, and i give him a new one. whatever.

but today, its been 2 days since that happened. i received a call from him, he asks to speak to whoever is in charge (which would be me at the moment) and he starts:

C = him me = me

C: so youre the one who gave me the replacement, right?

me: yessir, what can i help you with.

C: its not any better than the last one, its still bad.

me: how so?

C: it has no flavor, it tastes like it melted and was refrozen. i think it was from the bad freezer again.

me: im sorry sir but that couldnt be possible, we made that cake that morning, and we have fixed all of our freezers.

C: well its bad and i want it replaced… again.

me: im sorry sir, i wasnt even supposed to give you a replacement to begin with, i don’t believe theres anything i can do.

C: are you kidding me? ive been a good customer for years!! dont you think i deserve some kind of respect?

me: i gave you a replacement that i knew was fresh, sir. we dont have any “bad freezers” anymore, im sorry but theres nothing i can do.

C: well how about i call the owner and see how she likes this? quality control has been horrible there.

me: sure! do you want me to give you her number?

i give him her number

me: so, is there anything else i can do for you? or is that all?

C: yeah, you listen here. if i call and she doesn’t answer, im coming into your store at the busiest time of the day and causing a scene, and im gonna make everyone listen.

me: feel free to do that sir! have a great day!

after that, i called the owner through her personal phone, because i wasnt gonna give her personal phone number out, and explained the situation. she said, if he comes in and is nice, call her, let her discuss it with him to see what we can do. but if he comes in with guns blazing, just call the cops and let them deal with him, especially since it was a threat.

my theory is hes storing the cake wrong somehow, causing it to get freezer burn. or hes maybe waiting too long before eating it? im not entirely sure. it is an ice cream cake. its also one of the few ice cream cakes we have that has the ice cream actually exposed, so i believe that might be the issue? i dont know.

and if youre wondering why i didnt offer a refund? its because all display cake sales are supposed to be final. if it was an issue on our end, sure, but the display is so you can see what youre getting. taste is different, so i gave him the benefit of the doubt. i was already generous enough giving him a replacement, and he didnt ask for a refund. according to him, hes “addicted to these cakes”