I accidentally dropped two drinks in the street when I got out of my car to deliver an order a few weeks ago. Just had too many things in my hand and the cup holder the restaurant placed the drinks in was unbalanced.

I told the customer what happened and they said it was fine but I felt terrible. Luckily the restaurant was about 5 mins away so after delivering the food to the customer I went back to the restaurant and explained what happened. They happily made the two drinks again and I took it back to the customer, who was really grateful and ended up leaving me an extra $5 tip.

Obviously that kind of thing wouldn’t be possible at a place like Chickfillet, but I just being honest with the customer about your mistake goes along way. If they’re not a total asshole, they will probably understand and not give you a bad rating or remove the tip.

Support’s response was ridiculous in this case. There was no need to cancel the whole order and remake all of the food when only some items were damaged.