Spirit Halloween review: Customer service representative complaint

Hello,

On 10/28/23 at approximately 545pm we went into the Rehoboth Beach, Delaware location due to an issue we had with a product we purchased on 10/24/23. I purchased self-adhesive googly nails. When I went home to put them on, they would not adhere to my fingers. There was no adhesive on the nails or in the package. I work 24- and 36-hour shifts as an EMT so I was unable to come in any earlier. We went to the checkout counter and the customer service representative, a young man named Anthony was helping us. (Now please excuse the language but I am going to tell you exactly what was said.) He stated per policy he could not return the nails. My husband asked why? Anthony said because returns were no longer valid starting on 10/23/23. My husband simply asks well if I purchased the product after that date, on the 24th, how does that pertain to me one and why would we keep a product you sold us that does not work. How is that our fault. Anthony kept interrupting my husband and would not answer the question. He started to argue and threaten my husband. He leaned over the counter and got in my husband's face, and I had to put my arm between them to try and stop them from physically fighting. My husband then asked for a manager and Anthony said that he was the assistant manager, and he was not getting anyone to help us. He then proceeded to tell me that he was going to exchange them but now he isn't doing "[censored]" for me because of our attitudes. I just told my Husband to please stop I'll just exchange them and again Anthony said I'm not doing anything for you leave. My husband said we were not leaving until we spoke to a manager, or he can call the police. Anthony proceeded to threaten my husband and stated he would take him outside and "[censored]" him up. I said really you are an employee here and this is how you speak to your customers. My husband said he was a military veteran and a police officer in the military, and this is who we protect, and an Anthony called him a "mother [censored]er" and a pig. I said I cannot believe you work here and talk to people like this. Other customers also witnessed this along with our 8 yo child. Then another employee, that was in a wheelchair, came over to try to diffuse the situation. She asked me what happened and as soon as I tried to explain Anthony started yelling stating that we started with him, and other customers advised her that was not true. Then Anthony came around the corner and attempted to go after my husband. The district manager came out and asked what was going on and told him to go. Anthony said [censored] this job I do not need this $10 an hour "[censored]ing" job I have my own business. The district manager told him to go outside. While he was cursing and yelling the customer next to us asked the district manager how she could let her employee speak to customers like that and not do anything. The district manager said she had him walk away. My husband advised that was not good enough and the district manager stated she would just give us our money back. My husband advised her that was fine but expressed his disgust with the employee. The district manager then said, "what can I do to make you happy?" My husband said fire him right now. The district manager said she could not do that. She then said that they talk all the time so something must have happened. At this point, we advised her we did not care something needs to be done. She stated that she will handle it but there was to many channels to go through at corporate before they would fire him. My husband then told her we will just contact corporate, and she said please don't do that because then it would just cause me to have to do a lot of paperwork. My husband told her that is the problem. No one is willing to do the "paperwork", so this is how your employees treat their customers. Delaware is an at will state. A person can be fired for anything. She stated that's not how it works. So now we are writing to you. Not only did other customers say that they will never shop there again we will not either. What we all had to witness, especially our 8 yo child who is now afraid to ever go in your store again and have her ask what he meant when he told my husband he would take him outside and "[censored] him up is just plain disgusting. The fact that you have an employee like that and not do anything when they physically try to attack a customer is not only disturbing but extremely despicable. Unfortunately for your company, not doing anything and upsetting my child has caused me to now place a review on each one of your sites. This may also cause me to seek legal counsel for causing my child emotional stress and worsening her social phobia. All this over a $7 box of fake fingernails. I hope I can get an email response at least or if you need more information, I can be reached at [protected]@gmail.com. I would like a response knowing that the situation was handled correctly. To me disciplinary action is not even enough for what he did especially when the season is almost over. Thank you for your time.

H. Figgs