Background: I have been working at this location for over two years. I know our return policy backwards and forwards, and I do have the authority to fudge it a bit if I feel like being nice. We're a locally owned shoe store.
Customer comes in looking for my co-worker (the owner's son). He's out of town doing other stuff because he has a life.
She starts by telling me her daughter got a pair of shoes for Xmas (Note today's date, February 16th) and she tried to exchange them last week but was told no.
M: "Do you have the shoes with you?"
C: "No, I didn't think to grab them."
M: "Ok... Well I can't do anything unless the shoes are here."
C: "Look it up!!! I paid cash and it'll be under lastname or Lastname."
(We do keep records of what customers have purchased, in case of lost receipt or so we can look up their sizes)
M: "I remember looking it up actually, and there's no record of any purchase from either last name since 2015."
C: "Well she just wants to exchange them I don't understand why it's such a problem. I don't ever want to shop here again! Your return policy is ridiculous!"
(Within 30 days, which we push out an extra few weeks during the holidays, merchandise in original packaging in new condition, with receipt--especially if you paid cash!)
M: "I'm really sorry but I've been here for two years, I'm bound by the rules that the owner sets, and if I don't follow the rules I lose my job."
C: "So just because I don't have the receipt and I'm not in the system you won't let my daughter exchange her Shoes?"
M: "That and our return policy is 30 days and it's February and if I allow this then I WILL LOSE MY JOB."
C: "Whatever! When is the owner here???"
C: "I'll just come back and deal with her son. He'll remember me. I paid cash and spent like $400."
She stormed out. I'm gonna leave my coworker a note telling him not to exchange anything for her.