Hostile Caffè Nero Airport Staff Yells at Customer and Serves Wrong Order
During my night break, I purchased and paid for coffee at the Caffè Nero location on the arrivals floor metro walkway at Istanbul Airport. Immediately after I paid, the power went out. Right then, several employees cheered "hooray!" in an unprofessional manner, which was already quite bothersome.
I waited for a while, but when the power didn't return, I left, stating that I would come back once electricity was restored. When I returned to pick up my coffee after the power came back, staff told me I couldn't get my drink at that moment. After waiting a bit longer and returning again, I noticed other customers—including my friends—receiving their drinks, while staff still had not handed me the coffee I had already paid for.
As I turned to my friends and asked, "Where is my coffee?", the staff suddenly turned to me and snapped in a loud, disrespectful tone, "Ma'am, what do you think we are doing here?" Even though I explained that I was speaking to my friends and asking them, they raised their voices and continued arguing with me.
Later, staff served me a coffee different from what I had ordered. When I calmly pointed out the mistake, an employee gave me an extremely inappropriate response, saying, "Ma'am, stop messing with us already, enough!" I explained that I was simply trying to resolve the issue politely. When I suggested they taste the drink to confirm the mistake, an employee tasted it and confirmed it was indeed wrong. Despite this, the employee slammed the cup down forcefully and escalated the argument, continuing to yell at me.
When my friend tried to de-escalate the situation by saying, "Please calm down, we're speaking politely," the staff raised their voices at my friend as well.
As a paying customer, I find it completely unacceptable to face such treatment while trying to receive an item I paid for. This incident left me feeling extremely uncomfortable and anxious, to the point that I hesitate to visit that branch again.
I do not want this situation evaluated solely on my account. Therefore, I specifically request a review of the security camera footage from that date and time, identification of the shift employees, and an impartial evaluation of the incident.
I believe the security footage will clearly show the employees' conduct toward my friend and me, as well as how the incident unfolded.
I request that you conduct the necessary investigation, provide me with follow-up communication, and take appropriate action regarding the personnel involved.
