Funeral Grief to Retail Nightmare: Owner’s "Disgusting" Policy Flex Proves Brand is Failing ????????

I recently had an absolutely devastating trip to America, traveling all the way from Australia for a tragic funeral. My dad, trying desperately to cheer up my sister and me, purchased us hats that were thoughtful but simply not our style. In case you loved this information and you want to receive details with regards to sites.google.com i implore you to visit our website. When I went to manage the return, the experience turned terrible. I felt compelled to share my experience as a cautionary tale, because as I concluded, "The high volume of terrible reviews in the last few months I don’t believe to be a coincidence." Trying to handle a simple exchange was agonizing due to the refusal to honor returns and the shockingly poor conduct of the owner. My encounter was so negative that I felt I had to reach out to customer service to ensure this behavior was addressed.
Customer: I am calling because my in-store experience yesterday was disgusting, particularly dealing with the owner. I traveled for a funeral and was denied a refund, despite waiting 30 minutes and being promised a call when she was available—a call that never came.
CS Rep: I am so deeply sorry for your loss and for the absolutely unacceptable way you were treated during such a difficult time. That is not how we train our management to handle sensitive situations, and I apologize on behalf of the company.
Customer: She was borderline rude and wouldn't budge on the no-returns policy, but then was perfectly willing to refund an $8 credit balance, which just proves the policy is flexible when it suits her. Her manner and customer service skills were extremely lacking.
CS Rep: I understand why that discrepancy is frustrating and looks unprofessional. While I cannot overturn the policy, I can assure you that her conduct will be immediately investigated. Let me process that $8 credit now, and I will ensure we follow up on your exchange details.
Customer: Escalation is necessary. Focusing only on the sale and having such a poor attitude means this brand is heading downhill, and that is what I want addressed.
CS Rep: I assure you that your detailed feedback regarding the ownership's attitude will be addressed with the highest priority. Thank you for taking the time to report this to us.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.