I think I read almost all the posts.
I worked in a quilt store for awhile. It is good for you to stand over us and make sure we're doing everything right. We have been on our feet all day lifting and putting away heavy bolts of fabric, I can't tell you how tired we all are. Plus we can get busy talking to customers....it's easy to make mistakes.
Also, we found that quilters in general are such sweet, honest people, that if anyone ever found or complained about a mistake on their ticket, there was no reason not to believe them. Once we looked at the receipt, they were almost always right, and if there was no way to tell, we just helped them out anyway. Why would they LIE????
Better to make someone happy than have them go away and tell all their friends. Repeat sales is what it's all about. If you are kind to your customers, they are kind in return. We also knew our customers well enough to know who was a chronic problem finder...with a strange motivation (these people were VERY rare). Quilt store employees and owners have excellent memories and remember our peeps (even if we can't remember your name, we recognize your face).
Soooooo....all that said.....this woman is out of her mind dishing out horrible customer service. It's so much easier to just fix the problem for the person. It doesn't cost them much to give you the extra fabric and you would come back and tell all your friends how wonderful that store was!! If I were you, I wouldn't let it go. $20 is a lot of money to me and I would fight like a wet hornet until I won. It's the principle of the matter!!! YOU GO GIRL!
THIS IS JUST WRONG!!!!