Franchise Owner Refused Return

I recently tried to make a simple return for an online purchase, hoping for a smooth process. Instead, I encountered a truly horrific in-store experience that escalated into something highly unprofessional. I felt compelled to share my story as a serious warning to future shoppers. My conclusion about this whole ordeal is simple and stark:
Racist and disrespectful franchise owner would not accept online return without packing slip, even with customer service on the phone to walk him through the return and sending my packing slip to his email. He is disgraceful. DO NOT SHOP HERE! YOU'VE BEEN WARNED.
This outrageous encounter is exactly why I immediately reached out to the company's customer service team—I needed to understand how a business could employ such a person and why a simple return was turned into a confrontation.
Customer: I am calling because the owner at your local store just refused my online return, despite me having the customer service team on the phone to walk him through the process and sending my packing slip to his email right in front of him. Here's more info about humdrum-string-5a6.notion.site visit our page. It was completely unacceptable and frankly, insulting.
CS Rep: I am so sorry you had that experience, especially when dealing with a simple return. That sounds incredibly frustrating, and I sincerely apologize that the situation was handled so poorly by that franchise owner. We absolutely want to make this right for you.
Customer: Poorly? He was yelling at me and refused to process the transaction even though
your
main customer service team was on the line trying to coach him! I just need my money back and confirmation that action is being taken regarding his disgraceful behavior.
CS Rep: I hear you, and I understand your anger. Processing a return should never involve unwarranted difficulty or disrespect. Let me bypass the physical store entirely and process the full refund for you remotely right now. Can I please verify your order number and email address?
Customer: The order number is 123456. Yes, please just process the refund immediately.
CS Rep: Thank you. The refund has been submitted on our end, and you should see it reflect within 5-7 business days. Please be assured we are escalating a formal investigation regarding the specific behavior of that franchise owner.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.