I was in Customer Service, which a long line (probably longer than the one in the register) so I called my co-worked to back me up. "Next customer in line." I said, and a lady came in she said she wanted to even exchange an item. In order to even exchange you need to items that have the same retail price, the sale price doesn't matter. She brought me a shirt whose retail value was $40 and her original item was $19.96, I told her that wouldn't work but I would gladly return her item; problem was that she didn't have a receipt, and payed cash therefore I couldn't do a card lookup. Once you return an item which no receipt, the price of the item would loose value, she was only getting $9 back and she said she would rather keep it. We thought that was the end of it, but of course that would be a crazy idea in the retail work. 2 minutes later a man came in, which my co-worked helped. He immediately snapped at her "my wife just came and you told her she would only be getting $9 which is nothing what she paid for. Then you told her to go get something which the price was $19.99, and you guys said that was unacceptable." Denise (my co-worker) answered in the most polite way possible, "Sir, she doesn't have a receipt so the item looses value, that's what the computer marks and there's nothing I can do about. As for the item, I told her to get something with the same price marked, not the sale price." Now in a more angry voice "well you go look for something around the store for that price. I'll be here waiting! it's absurd how my wife spent 30 minutes looking for something." At this point I was upset for the way her was treating my friend, she's the kindest person ever and didn't deserve to be treated this way, when she wasn't even supposed to be there. She was helping me out. I told the man, "Sorry sir, but we can't go look for an item for you." At this point we called for our manager, because the thing was getting out of had, there were about 15 people in line, and this man kept screaming louder. Our manager of course, told him the same things we were telling him, and still wouldn't understand, so we had to call our head manager. With him, the man was calm and my manager told him all the same things we had already repeated about 10 times. While this was going on I was helping a woman who was panicking with the man's scream, she was freaking out because she couldn't find her receipt I tried to comfort her "it's okay ma'am, take your time." As soon as I finished with that customer another lady came and she said "It's crazy how much you guys have to go through as a retail employee. It's not you guys' fault people aren't responsible enough. They think that because they're white they can get away with anything. I'm glad you guys didn't make an exception with him, and hopefully this will teach him to be more responsible with his things." I couldn't agree with her more, but I didn't say anything and just nodded. The man left, with his item, which could've and should've been done since the beginning instead of causing a scene. No one ever comes and visit me at the service desk, but when that was going on I turned to the side and was surrounded with about 7 co-workers, they were all new and there faces were full of fear, if only they knew this was just the beginning.