It gets better. Not mentioned in this article, but if you read the New York Post version of the story, they had already fixed the mistake and given her the biscuits, but she did it anyway.

I've worked in customer service enough to know how poorly the average person treats the workers when things are going right.

I guarantee they had been getting dumped on for hours for something completely beyond their control, and I'd bet that the family in the story was no exception.

LPT, folks: if the customer service person has any authority or ability to assist you, having a shitty attitude is typically not the way to get them to invoke it.