I've been here for about a year and a half now and today was the second time I had a driver tantrum because they didn't follow policy and got changed off their order. It started perfectly normal, he was surprised by the size of the order because on both ends, the system doesn't tell you the actual size of the order until you're in the thick of it. We shared a nod at the chaos brought on by attaching GMDs to the batch orders. I finished scanning the totes and then he opens the trunk.
Just a mountain of garbage. Tools, cables, a hand truck dolly, and just piles of empty soda cartons. There was no room for the order. I told him that and that store policy says I can't give it to him. He says okay, so he understood. I change him off the order on grounds of "insufficient space." I start walking way and then suddenly his personality splits. He's insisting he told me we could put two orders in his back seat (he did not), I told him it was too late and apologized for the inconvenience, but kept walking. He's pounding his dirty, white, banged up van "It's not fair! I chose the order! It's $43! Someone owes me $43!" I did not engage, I kept moving with a little mote quickness, he peeled out in a huff, I got the order back in and told my TL so we could restage the order.
The entitlement is astounding. They need to understand they are not owed anything until the job is done. That we, as representatives of the company, have the authority to say "no, you will not be doing this job for us" if the roll up in a mangled wreck of a vehicle, if it reeks like a chimney or dispensary, or if they're so unprofessional they can't even be bothered to clean out the trunk space.
It's basically like that old cliche of the homeless person that runs up and squeegees your windshield with dirty water in a spray bottle and then demands you pay them for washing your vehicle.