How did I miss this thread? What a fun read (when I should be working). Having worked in retail in the past I would have given someone short shrift who walked into my shop took off her shoes and expected an immediate replacement. Frankly I would have more than likely thought that person had certain "issues" that need addressing elsewhere. Anything that requires a judgment call before a replacement or refund is sent on these days rather than dealt with on the spot. It is standard practice.