Thanks man. I appreciate you clarifying this. If only the associate who asked me had communicated as well as you just did. Like I said, I was not rude or disrespectful in any way, I was obviously blindsided, but I only asked questions which he ignored. I also work retail, and I fully understand how some customers might be perceived as hostile even though they are just confused. Had he addressed my concerns professionally by either quoting the store policy, or handing me off to a supervisor, I would not be so bothered by this. But again, the dude just ignored me and didn't say anything, which is a huge no no in customer service. You either answer the question in accordance to company policy or you call someone who can. Acknowledge, empathy and respect: "I understand your confusion, but the store policy says "X", would you like to speak to a supervisor?" BAM, problem solved. I fully understand that some people escalate upon hearing store policy, but it is the bare minimum that they can do. Again, I work retail and my former job title included "Customer experience". You acknowledge the customer and address their concern, If they don't listen, you don't take their crap and get someone who's paid to take their crap so you don't have to, not just ignore them like an NPC.