Did you ever try the apple pie from the Brew Bayou? It is delicious! That's why I wanted to get two pieces the other day.

So I ordered the pie, paid for the pie and waited for the pie. It always takes them a couple of minutes to get you your pie. My guess is that the part where they shatter it to unseemly little pieces before throwing it in these plastic hulls is what takes them so long. Anyways, normally the pie is worth the wait and tastes good even when it is shattered.

This time the two shattered pieces of pie turned out to be peach not apple. I was quite disappointed and requested my money back. The service professional behind the counter said she couldn't do that but would be glad to give me something else instead. After I explained to her that we had a contract over two pieces of apple pie and that I would be glad to see her deliver either the pie or the money back she went off to get the manager.

The manager told me that they had a policy against refunds and that I could get a coupon for their coffee or something else.

I got my money back after pointing out that I am not asking for a refund since I am not returning anything. In fact I was not returning the pie because I had not gotten any in the first place (which was really the crux of the whole matter). So eventually, after much explaining I was victorious and got my money back. Alas, at the price of too many valuable minutes of my life.

I think the biggest misconception about customer service is that it is OK to screw the customer as long as you do it with a smile.

Ruecker is a freshman in the College of Business Administration.