Great service just wish they had a more friendly group of workers but all around pretty goodread more

I bought a pair of shoes that broke less than 7 days worn. One of the lace holders snapped, making…read morethe shoes impossible to wear. Customer Care (CC) opened a case and approved my return of the defective item. They said they would email the store with the approval and notification I was coming that day. When I arrived to the store there were three customers at the counter being served, so I stood in line. The only clerk (we'll call her Patricia, because she never gave me her name) at the desk looked me up and down while serving the other customers and yelled at me in a condescending tone, "Can I help you?" with raised eyebrows and look of dissent. I was confused. I had no interaction with the woman prior to this, why would she be yelling at me over the other customers with contempt? After looking around the store to see if she could be talking to someone else, I met her gaze again and she repeated, "You. Can. I. Help. You. What do you need?!?" I started to explain I was there to return the shoes in my hand, but as soon as I said "return" she cut me off, shook her head and said, "NO, ma'am. Those shoes are worn. We DO NOT take worn shoes." I tried explaining that Customer Care said they emailed the store about the authorization (all this over the three poor customers between us), but she cut me off again and yelled, "No, we don't even get emails from Customer Care! You don't even have a box! We can not take those shoes!" At that point, I was very frustrated that I was put in a position where we were yelling over other people, her attitude of self-righteousness, and her unwillingness to let me complete a sentence. She continued to tell me I can't exchange my items and each time I replied she needed to call C.C., if she didn't get the email. She was done bagging the items of the customers in front of me and they left. I started to approach the counter and told her again that C.C. emailed her to which she replied with the same condescending tone, "Mm..., We'll see!" and walked off. Up to this point I remained calm, despite her. She returned to the counter with another employee (they both claim to be managers, though neither had name tags or anything identifying them as even being employees). It was apparent by the conversation, that Patricia found the email from C.C. She was saying to other employee "I don't understand. She doesn't even have a box. She doesn't have a receipt." Turns to me with the same attitude "Do you have a receipt?" I calmly say, "Yes. I have the receipt". Patricia looked at me in disbelief, put her hands on her hips and barked "Well, where is it?!?" as she approached the register to process the exchange. I started to get the receipt out of my wallet and said, "I'm glad you're asking questions, now." "What?!?" "From the moment I have walked in the store you have been rude, given me attitude, and made assumptions about me and why I am here. You didn't even wait to finish helping customers ahead of me before you started yelling at me and making these assumptions." Patricia looked shocked. It was like it never crossed her mind that she had been rude, presumptive, or condescending. Then she started defending herself and yelling at me that she had done nothing wrong. I lost my patience and yelled over her all the examples of rudeness she exhibited above. The other "manager" was silent the whole time, but I can't blame him... he has to work with her. Patricia then stepped back from the register and said she didn't have to help me and that I needed to remove MY attitude if I wanted my exchange processed. "Customer Care said you have to exchange my item." "Let's get on with it then!" [steps back up to the register] "So, you are going to exchange my item?" [she pauses and decides to step back again] "I don't have to do anything for you. BYE! BYYYYYEEEE! BYE!" "I'm calling Customer Care!" [I start dialing] "Call Customer Care! Call Customer Care! I wish you would! Call. Customer. Care!" "That's what I'm doing." "Call them!" The story goes on from there. C.C. did an excellent job. Patricia told C.C. they didn't have to process the exchange. C.C. disagreed. There were several phone calls between C.C. and Patricia. At one point in time both "managers" went to the office while on the phone. The quiet manager came out and very politely LIED to me and said they talked to C.C. and could not process the exchange since I didn't have a box. I politely responded back "fair enough", and called C.C. C.C. was irritated because they instructed the manager to take the exchange without the box. At this point, Patricia is grasping at straws to figure out how not to process my exchange. Both "managers" tell C.C. they don't understand why they have to process the exchange and also that they literally DON'T KNOW HOW to process the exchange without the box. I go to the back of the store, get an identical box off the shelf, and the exchange is FINALLY processed. It took almost an hour. I wish I knew who actually is manager.