Well, what do you think actually happened?
I will ignore the first question of the authorization to wash. It is clear the couple would not tell them to wash it, and clear it was a mix up.
So, here are some choices.
A. The couple sent a garbage shaitel in to be able to make a claim. – This very unlikely.
B. A shaitel was sent in and ruined. It cost only a few hundred, but when they refused to pay the couple figured let’s get them for 3000.- Do you think that lady would own a cheap shaitel?
C. An expensive shaitel was sent in and ruined. It was a few years old, and they don’t have the receipt. So they grab the Georgi receipt thinking it’s about the same anyway, or maybe thinking it is the only way to recover anything.- I think something along these lines is what happened.
If I am correct, it is still really bad, but not quite as bad as it looks.