It's a coffee store. You're supposed to drink coffee there. The guy knows how he likes his coffee. It's not like iced espresso is difficult to do - they obviously had ice and coffee. If they want to stay in business, they need to learn some basic customer service. At least don't just say no, offer other options instead. That way they still get the customer and the rules stay in place, but they're not dicks about it.

Although customers can definitely be idiots, if you want to provide good service you aren't condescending. The employee should have said something like "we don't do that, but the iced __________ is an excellent option and probably tastes better." There was no reason for the employee to act like his fingernails were being pulled out or his dog had just died when all the customer did was order espresso over ice. Say what you may about Starbuck's, one thing they do well (and a huge reason for their success) is that they know how to treat their customers. In fact, that's true for most really successful business and business people. I wouldn't be surprised if Murky (and what kind of name is that for a coffee shop anyway? Makes me think of a dirty fishtank!) is out of business within the next year, particularly after all this bad publicity the owner has helped create for himself. Like someone said about this, the casual laid back coffee drinkers won't mind walking another block for a good experience. Who needs the snobby purists who threaten to punch you in the dick?

Is this a serious debate? Whatever store that was, the cust should have written to the owner or corporate manager. In all service industries the cust should always be right and who cares what the cust does, as long as they are paying?