Her Argument Is Dispiriting

(I am an assistant manager, and I am handing over a particularly difficult customer to my manager. At our store, all refunds over a certain amount must be returned in the manner they were paid for.)

Me: “This customer here would like a refund for these items, but she does not have her card with her. I explained that we have to refund the items to her card, but she keeps asking for store credit.”

Manager: *to the customer* “She’s right, ma’am. All refunds must be returned in the form we received the payment. Do you have your card with you?”

Customer: “I think it is rude that she is assuming that I am asking you to refund my items. She did not even let me ask you the question I wanted to ask!”

Manager: “I’m sorry. What is your question?”

Customer: “Can I exchange, not refund, these items for a store credit?”

Manager: “That is still considered a refund, so no. I’m sorry we cannot help you unless you have your card.”

Customer: “Well, I can’t take these groceries back now! They’re not the same as when I walked in!”

Manager: “…Not the same?”

Customer: “They are spiritually damaged, and I cannot eat them. That girl stole their spirit!”