Update: Entitled customer demands free coffee, cafe owner refuses: '[She] said I should honor it because she's a loyal customer'

Author image for Remy Millisky
Remy Millisky • Writer and Editor
Feb 4, 2025 11:00 AM EST

Some customers think that rules should never apply to them personally. They believe the rules are applicable to other people, but they'll need an exception for themselves. Rules for thee, but not for me! 

As cafe workers can tell you, there are few customer bases more entitled than a loyal customer who thinks they're elite just because they spend so much money at that establishment. You can spend $7 on a latte every day if you so choose, but you can't just expect special treatment because you're a regular. A cool barista will make their regulars feel welcome regardless. But some repeat buyers think that they become VIPs just by strolling into the place each morning. Nope, you're just a customer who needs to pay for their drink, just like everyone else in line. No, you can't have special treatment. You still have to wait in line, still have to pay full price, and let's hope you're still tipping properly, too. 

Up next, read about the employees who are dreading working with their coworkers and bosses, like one person who shared, "My boss thinks it's a great idea to randomly turn the fridge off to save energy."

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  • 01
    Cheezburger Image 10463256064
    via Nathan Dumlao on Unsplash+
  • 02
    I bought a café business 10 months ago. When I first took over, I said I'd honour vouchers and loyalty cards from the previous management for a limited time. By August 2024, nearly all the old vouchers had been redeemed, so I put up a post on Facebook and signs in the window and by the till, letting
    via u/UniversalGardenSpade
  • 03
    customers know that we'd stop accepting the old loyalty cards at the end of September. I also offered to transfer any stamps from the old cards onto our new loyalty cards.
    via u/UniversalGardenSpade
  • 04
    Yesterday, a woman came in, ordered a coffee, and handed me a fully stamped loyalty card from the previous management. The stamps were the old ones (I had deliberately changed the stamp design when I took over, knowing the policy would change after six months).
    via u/UniversalGardenSpade
  • 05
    I politely explained that we'd stopped accepting those cards months ago. She got visibly annoyed and said I should honour it because she's a "loyal customer." I was confused because I've never seen her before and I know all my regulars. I explained our policy, apologised, and even offered her a new loyalty card with an extra stamp as a goodwill gesture.
    via u/UniversalGardenSpade
  • 06
    She doubled down, saying, "It's just one coffee," and insisted I make an exception. I told her that wouldn't be fair to other customers who followed the rules. She left annoyed, and now I'm wondering if I was too rigid. AITA?
    via u/UniversalGardenSpade
  • 07
    EDIT for clarification - I'd like to clarify something regarding the accusations that I've "broken contractual laws" by not accepting her loyalty card. The sales agreement for the business specifically covers the stock, fixtures, and lease. It also explicitly states that I am not liable for any contracts or debts from the previous owner.
    via u/UniversalGardenSpade
  • 08
    This includes, but is not limited to, outstanding payments to suppliers, contractual obligations to customers or clients, and any programs such as vouchers, event bookings, or loyalty. schemes. I hope this clears up any confusion about the situation.
    via u/UniversalGardenSpade
  • 09
    Update: She Came Back... Again? So, I try to take one day off a week to relax, see friends and family, spend time with the dogs, and catch up on a little bookkeeping. The day after my day off, I came in, and one of my employees mentioned, "Some lady came in with a full loyalty card, but I told her what the policy is and when we stopped accepting them."
    via u/UniversalGardenSpade
  • 10
    Curious, I asked what she looked like, and the description sounded very similar to the woman who tried this before. I asked what she said when told no, and apparently, her response was... "It's just one coffee."
    via u/UniversalGardenSpade
  • 11
    Now, here's where it gets interesting-this employee wasn't even working the day the original woman came in to try and get a free coffee from me. So, if it was the same person, it means she deliberately came back on a day I wasn't there to try her luck again. And if it wasn't the same woman, what are the chances that two people, matching the same description, with fully stamped old loyalty cards (with stamps from over 10 months ago), both tried to pull the same stunt?
    via u/UniversalGardenSpade
  • 12
    Now, I'm not saying she's running a long-con coffee heist, but if she comes back in wearing a fake mustache and glasses, I might just lose it. At this point, I half expect her to start recruiting backup, like some kind of underground loyalty card syndicate. If she puts this much effort into a free coffee, imagine what she could do with a proper hobby!
    via u/UniversalGardenSpade
  • 13
    Cheezburger Image 10463256832
    via Andrew Valdivia on Unsplash+

    The image does not depict the actual subjects of the story. Subjects are models.

  • 14

    People suggested numerous ways of destroying the card

    fir... Next time, ask to see the card, write VOID across it in giant sharpie letters, and give it back. Problem solved.
    via u/firstname_m_lastname

    It's unclear why the owner even gave the card back in the first place (the woman might have demanded it). It is very funny that she kept trying to use it anyway. No means no, lady! 

  • 15
    4-ton-mantis She starting a lot of brewhaha for a single cup of coffee.
    via u/4-ton-mantis
  • 16
    Pandoratastic Maybe you should direct her to the previous owner. If she thinks someone owes her a coffee, that's who it would be.
    via u/Pandoratastic
  • 17

    I think the owner probably should've just given her the free coffee

    Crystalrosse omg this lady is relentless! Who has this much energy for a free coffee? Maybe next time she comes in you can offer her a discount or a free pastry to get her to stop by less often lol Seriously though, this is getting kinda creepy. Definitely keep an eye out for her and maybe have a plan in place in case she tries something else.
    via u/Crystalrosse

    After all, it must've cost them just pennies to brew one cup of joe. Plus, there's something to be said for positive customer interactions. Although if she's this pushy over a singular coffee, maybe that's not the type of customer this coffee shop really needs. 

  • 18
    mocha_lattes_ Next time she comes in inform the cashiers to take the card and either write void on it or trash it. So crazy how many people are trying to tell you to give away free product to this entitled woman. She isn't even a customer. She hasn't been in for 10 months. You are better off without her as a customer.
    via u/mocha_lattes_

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workplace-stories jobs customers cards entitled customers employees coffee workplace free stuff workers entitled cafe free entitled people
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