PY, the clerk only represents the big chain and has to follow the rules. Maybe the right thing to do would have been to take the item home and then write a letter to the regional office or the Public Relations department to see how it could be resolved. Just like your son is just a child on the bottom of the chain so is the employees in a local store. When there really is an issue you have to take the problem to the top where rules can be broken and such decisions can be made. The people at the bottom of the totem pole are obligated to follow the rules. The decision would have cost the store money and therefore they would be responsible for the loss so they are not willing or able to make that call.
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