This woman from another country, came in one day and wanted to return some adhesive hooks. We have different hooks all of which are Clearly marked and set apart from any other similar hooks on our wall. Now are return policy states that the items MUST be in good condition for resell and you MUST have a store receipt. That is because other shops nearby I guess are selling the same products. Well, my job is to try to honor this as best I can.   So she proceeds to tell me how they weren't correct and she wanted her money back and that she lost her receipt. Well, I was happy to do so until I took the hooks out of the bag and discovered that she had opened all nine of the packages.  I politely tried to explain how we take returns but before I could finish, miss nice lady turned into a bat out of Hell and shouted "You'd BETTER take these back..I'm a customer and the customers ALWAYS right.  I thought they were magnetic but they weren't because of YOUR crappy packaging!"  I asked why she had to open all of them if one of them was the wrong product since the packaging was transparent.  Well she shouted for the manager, who wasn't there that day and cursed at me, said how I had made her life difficult and that she wouldn't come back and everything.  I asked her if maybe she could give them to someone she knew and she replied "No, I don't want them!" I would have bent the rules but when you start to act like a diva, well, things stay the same.  The sad part is that she did come back, a few months later and while I had tried to forget about it and move on, each time she saw me, she just had to revert back to the 3rd grade and  comment about how "it's always nicer when your not here" and such.  Finally she bought one final purchase and started to insult me. this time, there were two of my nice regulars who heard this and came over and took up my defense.  I remember her trying start something with them and one guy told her to go some where.  That was when she NEVER came back to this day.