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September 20, 2018

Woman upset over iced coffee's price pours beverage on store's checkout counter in viral video

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A store’s checkout counter gets an ice cold treatment from an unhappy customer in a video that’s now gone viral. In the clip, the customer who was upset over the price of her iced coffee poured it all over the counter. 

On August 30, cameras installed inside a 7-Eleven store on Montauk Highway in East Patchoga captured a woman dumping her drink on one of the store’s checkout counters. Police later revealed the unidentified woman became upset when she found out the cost of the drink.  

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The woman was on the phone as she was checking out two cold coffees and a few other items. When she discovers the price of the drink, she argues with the two men at the counter and starts yelling at them. Moments later, she removes the lid of the coffee then dumps the entire thing onto the counter as well as the two employees. She resumes shouting at the employees before exiting the store. 

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To make matters worse, the young boy who appeared to be the woman’s son, stole the remaining items on the counter and walked out of the store.

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Surveillance cameras outside revealed the woman driving off in a black GMC Yukon with plates registered in New Jersey. Apart from the mess the woman brought to the store, she also incurred $200 worth of damages from drenched cigarettes stashed beneath the counter. The cold brew coffee she poured on the counter reportedly cost $1.69. 

The woman’s reaction to the price of her coffee is an example of consumer rage, which according to a recent study by the Arizona State University happens less often today than in the past 15 years. Marc Grainer, chairman of Customer Care Measurement and Consulting says the level of rage has declined “because people have become desensitized to customer problems, especially with technology.”

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However, he clarifies that even if extreme anger has decreased, the majority of consumers still feel frustrated and disappointed over problems with purchases. This is due to the fact that on average, it takes four attempts to fix the problem. These problems include stuff breaking, technology being a headache, consumers not getting what they want, and not getting the proper apology. 

According to Grainer, complaints are usually channeled through social media which could essentially kill a business. He says,

“The research shows that positive word-of-mouth is nice, but it doesn’t move the needle much. But negative word-of-mouth will kill you.”

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This is exactly what happened to a woman who kicked out black customers from an aquarium store.  A group of black girls were on a field trip and were entering the Jenkinson’s Aquarium in New Jersey when a female employee banned them from coming in. The lady first gave the excuse that the girls had to be chaperoned to enter her store. But when the girls returned with one, she outright told them she didn’t want them in her store. The woman has since been fired from her job. 

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