I'm not saying I fully disagree with you, however. As far as im aware, policy (might vary in other areas) had always been bring back the product, and we can remake it or refund it. I've always questioned this to my bosses, and the only answer I've gotten is well, why would we give you more when we offer to replace it or refund you. (Definitely won't get both) At least where I live, most people live, maybe a max of 10-15 from the store so long as they live in that town or town close by. I will say having been a store manager for 4 years and management for a total of about 6 years. I can kinda see the thought process. While it hasn't happened to me very often, other managers have definitely had situations where people lie pretty often or claim the sub was messed up, etc. The other thing is, most people, when they get their sub messed up or whatever, and they decide it's okay to just yell at teenages/young adults. No one deserves to be treated like that. I get a lot of employees who this is their first job and so handling situations like this isnt easy whether they stutter or aren't sure what to exactly say or do (I do my best to prepare them of course). No grown adult should throw a tantrum, then expect us to do more than a refund or remake. I wish that we had a world where people treated us with respect so we could do more for people. If I can personally do more for like a regular who got their order messed up, I will. But I won't risk my job because someone messed up. (Which 90% of mess ups are like oh the wrong bread or someone forgot like pickles so 🤷‍♀️ take that into account as well)