“The customer is always right” is a motto that sometimes needs a little re-examination. I agree that one should always be tactful and respectful in dealing with anyone, not just customers, however, it is true that employees feel very bad in delicate cases when a company should stand behind its employees instead of siding with terribly rude customers. I wonder what needs to happen for this company to sometimes protect its employees?
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I agree with last post. My manager is very hard nosed and WILL tell the customers no...even when I feel they are correct.
I wish you had posted more about this incident on here so people can actually read this and talk about the subject. "The company" as in the corporation does not have anything to do with this. This is a store issue that is between you and the managers at your store. Different managers handle customer related issues differently.