A Florida Cheesecake Factory server responded to a table’s complaint about their nearly-eaten appetizer. However, their reaction when she brought the bill at the end of the meal shocked her.
In a video with over 28,000 views, TikToker Cocaine Kenz (@cocainekenz) sits in her car after the frustrating shift, recounting the bizarre interaction.
“They ordered an appetizer. They ate 98% of it. The mom told me, ‘Hey, we finished the whole thing. We don’t want anything done about it. I just wanted to let you know that this is not tasting how it normally does,'” she recounts. The customer picked up the plate and handed it to Kenz.
The Cheesecake Factory server apologized for the appetizer not meeting their standards and offered to bring them a new one. The table declined and insisted they didn’t need anything to remedy the situation.
Still, Kenz told her manager about the interaction and asked them to stop by to make sure the table didn’t want a new appetizer.
“Nope. Doesn’t want a new one. Just wanted to let us know,” she says.
However, the table changed its tune when she came back with the bill.
How Did the Woman React to the Appetizer on the Bill?
“She’s cashing out, and on the bill is still the appetizer that she ordered because she ate 98% of it,” she says. “She says, ‘My appetizer is still on this plate, but you took it away from me. I couldn’t even finish it.'”
Kenz reiterates that the woman handed her the mostly eaten appetizer as she complained that it wasn’t up to her standard.
“Am I on earth right now?” Kenz exclaims. “You picked up the plate!”
Kenz says she and the woman went back and forth, unable to agree on what happened with the appetizer.
“I’m definitely being f—— gaslit,” she remarks.
Kenz says she told her manager the woman wanted the appetizer taken off the bill because they “took it” from her. The manager agreed with Kenz but relented and removed the charge.
The woman still wasn’t satisfied. Instead, she reportedly asked Kenz why she “took her receipt,” which had her phone number on it, with the original itemization.
She shakes her head in disbelief at the difficult customer. “Yes, because you handed me the receipt!” she yells. “Sometimes I’m like, how on earth have these people made it this far?”
When Should Restaurants Comp Items From A Bill?
Comped items from restaurants are up to a manager’s discretion when dealing with unhappy customers. According to Toast, a popular point-of-sale (POS) system, there are a few instances where comping a meal is recommended.
For example, if a customer experiences major delays, poor customer service, or finds a contaminant in their food, it’s standard to comp the meal. In situations where a customer is simply dissatisfied, it’s more common to offer a replacement rather than to comp the item.
On the r/ServerLife subreddit, restaurant workers share their workplace’s comping philosophy.
“Lol, here at the Olive Garden, we comp anything and everything. Although each of my managers are different,” one said. “Guests steak isn’t cooked right, no problem let’s remake the whole steak dish for you, and then we comp both steaks off your bill.”
Another shared, “If a guest just simply doesn’t like something, but nothing is wrong, we will almost always comp it as long as it’s mostly uneaten or not drank and is pulled from the table.”
In an Instagram direct message to BroBible, Kenz says this frustrating situation happens “at least once per shift.” She shares what customers should do instead if they don’t like their food.
“I have absolutely no problem swapping out dishes,” she explains. “You know within 2-3 bites if you don’t like something you’re eating, so that would be the time to make your server aware and request something new.”
How Did Viewers Respond To The Server’s Story?
Servers empathized with Kenz’s experience in the comments, sharing their own frustrations.
“Lmao this happened to me the other day with eggs. She was like these were awful, is there anyway I can get it taken off my bill. It was two eggs, there was maybe an inch of an egg white left on her plate. I said maam you ate them all,” one recounted. “She said not all and pointed to the little piece of egg she had left. I told her let me know before she eats them next time and I could fix it easily lol.”
A second lamented, “If you don’t want me to fix your problem THEN DONT TELL ME ABOUT IT.”
“I swear servers need to be able to wear body cams. Lol,” a third joked.
@cocainekenz is anyone on earth
BroBible reached out to Cheesecake Factory via email for further comment.