You would have to forgive Pip as she didn’t realize that her daughter was doing work experience in that cafe, or just totally forgot? But she was a real customer with real opinions, though she had better not let Lilly know it was she who complained.
I guess we have to expect that things aren’t always going to be perfect when someone in training is on the job? They definitely do benefit from the experience, and there is usually someone around to sort things out if things do go wrong.
On times I have gone to a cafe, asked for a flat white, which was more like a cappuccino without the chocolate or cinnamon topping, then gone back another time ordering a Latte which was very much the same? Now I just get a cappuccino which is perfect all the time.