Double Trouble @ Drive Through

Just the other day I used the app to order a coffee and muffin. When I drove up to the ordering box, I was asked for my order number – if you have read any of the preceding posts, you know I find this just a little annoying…. So after the verbal dance where I state my name several times, spell it, explain it by using it in context… We finally agree that I am who I say I am and have an order in the queue – I am informed that the chocolate chip muffy I ordered is unavailable. Meh, I will take a fruit explosion instead – no problem. Except when I get to the pickup window I am informed I must pay 20 cents more for the substitute. I have long grown resigned to products being out of stock despite the app allowing me to order them, and pay for a nonexistent item…The graceful way of handling these circumstances is to offer me a similar product, or even a small upgrade – I.e. A ‘special’ muffin instead of ‘classic’. This was a first – never before have I been asked to pay the difference. I told the girl (in all fairness I think she must have been quite new to the job….) that she could either give me a fruit explosion instead of my chocolate chip or refund me for the muffin I already paid for. She checked with someone more experienced who immediately grabbed the Fruit muffin in its bag and handed it to me. Why does this have to be reinvented? Should inexperienced workers be handling the order window and payments? Even for Tims, this was exceptional – They managed to annoy me twice in a single transaction.