This happened a long time ago but still sticks out to me.
I worked at a small discount store as assistant manager. We had just gotten a new manager and she was determined to do every single thing by the book. Even fired everyone except me twice.
We had this lady who came in all the time with her daughter. Her mom would buy her whatever she wanted but her mom couldn't really afford it and would end up returning some items at the end of the month. She always had a receipt and the original packaging so it wasn't really a problem.
One day she comes in and tries to return a Disney frozen comforter that was about $50. It was Christmas time so my company was being stricter than usual about our return policy.
She had her receipt but she came in with just the blanket. since it was a Disney item my store had a special policy about Disney items and it's almost impossible to return them.
I explained to her that we couldn't return the item cause it doesn't have the SKU and with Disney products I have to have the original packaging (plus we were sold out of the blankets I couldn't try to scan another one for the return even if I wanted to)
She of course gets angry yelling about how she returns stuff all the time and that its not her fault that I only make $7.25 an hour (I didn't but whatever) demands to see a real manager (I was 20 and look 15 so most people never took me seriously) calls me a bitch and asks how I expect her to pay her bills. She finally storms out telling me she'll be back.
About an hour later she comes back and the blanket is stuffed in the original packaging but the original packaging was clearly dug out of the garbage she didn't even bother trying to clean it out. It had like spaghetti sauce and old food in it. So the blanket was ruined.
She puts it on the counter and says here now can I return it bitch? I tell her no since it's now damaged cause she put it in the packaging with lord only knows what.
She gets angry continues to call me names demands for a corporate number and my name. I give it to her. Of course an older lady decides to be the hero and starts yelling at me too about it being Christmas and to just return it. Yeah lady it's Christmas and I'm trying not to get fired.
A couple months later the lady is still a regular customer. Every time she would come in their was still a weird tension from that event. One day she came in apologized to me told me she was under a lot of stress and understood I was just following policies.
It wasn't much but it felt good.