1) They're overworked and underpaid in the days after Christmas, when everyone exchanges everything. It doesn't excuse the behaviour, but it might explain it.
2) The inventory system is flaky at the best of times, and with stuff flying in for exchanges and refunds, it's not going to be better than usual.
3) Stores like FS and BB have been plagued by people scamming them for returns. Walking in to the store, grabbing stuff off the shelf, and then standing in the CS line to "return" it for a refund. There's been stories on my local news about this since Christmas. Doesn't excuse treating honest customers as criminals, but some of their "customers" have been criminals.
Anyway, sorry to hear about your experience.
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