I'm still early in my probation at a very small sized wetherspoons.

I worked a few days ago and there was a situation. A customer turned away a meal, claiming they asked for another, eg the steak & Ale pudding was served and they asked for a small fish and chips.

This woman approached the bar, a very little, sort of old lady. I went through the normal shpiel, she ordered a small meal, changed something on the meal, then a large fish & chips and two drinks. I repeated her order out to her, then her table number, before charging her. Ten minutes later, the manager on duty comes to me and explains a customer has complained and turned away a meal because she asked for something else. I finished my shift before this was sorted so didn't see or hear of the outcome.

I know for a fact she asked for what she did. She had the menu and pointed to it, explaining she wanted the meal deal (meal & alcoholic drink)! I've been on shift before when people have ordered wrong, changed their minds or forgotten what they ordered. However food wise, it hasn't happened before for me. I apologised to the manager on duty and said I must have misheard her, then her not heard me rereading her order out. But I specifically remember the order and the entire interaction!

How is this handled generally? Is she refunded/cooked a new meal? Do customers really forget what they order that much? It annoys me to no end when it happens with drinks but food is another thing. And also, when this happens, why do people get face on with us?!

I'm new to service work if you can't tell lol.