I'm sorry but stores have rules and their employees must abide by them. Doesn't matter if you agree with them or not. I cannot believe the daughter could not find something else to give her sisters for the refund amount in that establishment ( I have never been there but based on responses they have a varied selection of items).
True , there should be some leeway but that also depends on the attitude of the customer. Believe it or not they're NOT always right.
I am reading this that the sisters had already read the particular books that were picked out. If in fact the books were previously read by someone else (read "used") then it is a different problem altogether and the amount should have been refunded in cash and the store should get a spanking.
Just my .02
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