I would say you'd be surprised by the number of people who try to pull a fast one on a craft store, but this is RHU.
#1- That smudge wasn't there
We try to always mark down anything that could be considered damage in the notes of the framing order so that when the customer signs, they also acknowledge the condition of their art. Usually, this is dents in the paper from being picked up in odd ways, crease marks when it's been folded too long and the like, but in this case, the artist had dripped some black paint in the corner of the canvas and left it there. We pointed it out to the customer and noted it's existence.
When she came to pick it up, she threw a fit saying we hadn't told her about it, we were the one's to damage it, she wanted her money back plus damages, etc. Framing manager Brave shows her where on the signed form the note was and told her she could "either take her picture now and never come back, or spend a bunch of time and money fighting with us, still not get anything, and still never come back." Customer took her order.
#2- You ruined Christmas
It's just before Christmas, and we've been busting our butts trying to get everything done. A woman comes in to pick up her completed order and quite literally, immediately starts doing the hysterical scream-sob about how it's awful and we ruined it.
Brave, Batgirl and I are looking at it, as well as the SM (caused that much of a ruckus we didn't even have to call him), and have no idea what she's talking about. We're taking turns trying to calm her down, find out what she doesn't like (do you not like the matting colors? frame not what you expected? the art certainly wasn't damaged) but she keeps right on with the scream-sob.
After 20 minutes of this (and the SM running away), I apparently ask the million dollar question: What do you want us to do? The screaming stops, but a gentle sob continues. She wants us to give her the orders... and her money back. Company policy is to re-work the orders, but no money is given back unless it's a really extreme circumstance, so we tell her we can fix what's wrong (if she can tell us what's she's upset about), but can't return her money. Return to the scream-sob at even greater volume.
Finally, Brave has had enough. At this point, we all know she's trying to make a scene to get what she wants. Brave tells her "Ok, you can have your money and your art."
Thinking she has triumphed, the screaming and sobbing stops, and this woman is having a hard time keeping the grin off her face while we process the return. As soon as it's done, she motions Batgirl and I to grab the orders. "There's your money back, I'll just have my girls take your art out of the frames quick, won't take but a second."
Cue the screaming again, but no sobbing. Nope. Just profanity peppered with "That's not what I agreed to!"
While you can kind of hear Brave respond "I said money and art, nothing about the frames." Batgirl and I took everything apart, took pics of the art to prove we didn't damage it while removing it in a hurry.
She left screaming about how we ruined her Christmas.
This one is my favorite. This was a few years back and we had a different SM and ASM. We'll call this girl Susie.
Susie had been working at the store since she was 16, and was now 19 and going to college part time. At the store, she'd moved up into one of the part time manager positions, so mostly did weekend and closing shifts. That is, until one day we were told Susie had been fired.
Turns out LP had been watching her for awhile. She had been stealing money out of the registers and stealing a lot of the small, but high priced merchandise. LP had known about it far a long time, they just purposefully waited until she was well above the dollar amount where her theft turned into a felony instead of a misdemeanor so they could give her the option of serious jail time or signing something where she'd be paying all of it back, with interest, and the second she defaulted she would go to jail. Ended up being along the lines of $25,000.
A few weeks later we also discovered that she had represented herself as the ASM for our location for months with a charity. She was damaging out entire boxes of beads and similar items and giving it to the charity, probably to assuage her guilt for the things she was taking for herself. We felt bad for the charity rep who came by looking for her regular monthly 'donation', but when we told the rep what had actually happened and that all donations are supposed to go through the main corporate offices, she understood.
May all your custies and coworkers get exactly what they deserve.