(February 20, 2018 at 1:07 am)Kernel Sohcahtoa Wrote: In addition, the tailor also informed me that the organization is paying for the gentleman's repair. Upon examination of my encounter with the gentleman, I definitely could have handled the situation better: from the beginning of my encounter with the gentleman, I got the sense that he was challenging and had an attitude of entitlement; given his conduct, a direct no was ineffective, as it only increased his sense of entitlement and made the matter more challenging to resolve. Hence, the approach used by the other manager was correct (I was wrong), and I will remember this approach when dealing with people who have similar attitudes and who conduct themselves in a similar manner.
Your store's official policy has just become pay for normal wear and tear (of the customer is annoying enough).
No warranty that I know of covers that, for obvious reasons... So expect to see more of those cases.