This should be common sense and definitely is on this subreddit, but I get to talk to so many ridiculous people daily that I really need to vent about some stuff, I hope you guys don't mind.

Don't assume we have authority over how the processes work. We aren't supervisors or managers, and we risk our quality scores and possibly jobs if we don't follow the procedure. So we aren't refusing to refund you more than $X for your cold food because we hate you and want to rob you, it's because that's the goddamn policy and the system doesn't give us any option above that.

Don't try to abuse the system to get free food by lying and then get angry at agents for escalating the case to a supervisor. You knew what you were doing, and of course we can see that you're doing it. I get it, we all need some help in life and I wish I got free food as well, but YOU are hurting the restaurants while abusing the vouchers. Whenever we issue a refund for you for your food allegedly being cold, that small local restaurant loses the money because of you. This is why we do this. Not because you don't deserve to eat, but because you need to look at the bigger picture.

Don't assume you're the only person an agent is speaking to at the time. In peak hours, I get to be on 3 different chats at once, with 3 different people cursing and capslocking at me because their food is 10 minutes late. Please don't make it harder for us, or we're more likely to mess up or straight up leave the chat if you're being incredibly painful to deal with.

Don't think that you did something by threating us with court, sack or social media. An agent doesn't care about any of that, you cannot make us lose our job unless we actually do something fatally wrong, and you're just gonna be known as "that idiot" in our office for the rest of the day.

Don't send me question marks if you see I'm already typing, it's annoying and isn't gonna make me type faster.

Don't ask for $21 if I said it would be $20. This is not Pawn Stars or Storage Battles, I can't increase your refund no matter how much you beg. If you even read the Terms and conditions before you came to demand refund, you could see that you're entitled to nothing except what we offer as a good will.

For god's sake, read my entire fucking message before writing a reply that would require me to repeat everything again. I swear sometimes I think people can't read, and that this is a much bigger problem for them than their can of drink missing from the order.

Please accept that some things take time. No, I can't transfer you to my supervisor right now, because they have a queue of stuff to do and calls to make. You WILL be contacted within x hours if I promise you that.

Leaving a bad rate for an agent - who you can clearly see did their best to help you - is really childish. I understand it's a way to express your frustration, but there is a bit difference between an outright rude/unhelpful agent, and someone who tries their best to be empathetic, even though they don't have an option to do what you want. Please realize this, the ratings affect us personally more than as a whole.

Using bad language will get you nowhere, other than maybe kicked out from the chat because an agent has a right to terminate the conversation if you're being abusive. So no - you are not above us, really, and can't "make us stay on chat until you get what you want".

We're not your servants. We're not the thieves who want to rob you either. We're just people who have some tools that can help you, OR at least be there to understand your concerns, and offer a solution, even if the solution isn't exactly what you wanted. Our empathy, as long as you're being reasonable, is not fake.

The only reasons why sometimes we sound like robots are that either we have to use macros to improve quality score, or we are on multiple chats at the same time and physically cannot manage to write you a heartfelt message. I think that's not even the point of the service. We aren't friends and this is a professional setting.

I see so many people complaining of "customer help being a joke" - it's not a joke, because it's exactly what it is, HELP for customers, and not a Refund Fairytale.

This is a food delivery app I'm talking about, so I definitely understand where people are coming from when they make complaints, and I was in their shoes sometimes. But if I managed to be understanding and polite to agents, and if people I know do the same, it's no excuse for so many entitled shits to act like they do.

Seek professional help if you can't curb your anger over a wrong burger that was compensated to you anyway, and seek a lawyer if you can't deal with not being offered a delivery charge refund, but for fuck's sake, don't assume the person you're speaking to via app at 11PM is either the defendant or the judge.

Thank you for reading my rant guys.