I don’t believe they will lose. The grad spilled the coffee. And it’s not about temperature. I’d laugh if we found out she was on her phone (not using headphone)and was trying to juggle stuff.
They gave it to her “too hot to handle” and thus she could not hold onto it.
But aside from what she did or did not do, anytime a company (and employees) refuse to call 911 when requested by a customer (or any person), then it’s going to go very, very bad for the company.