It is hard to deal with people who start off rude.
I have a policy of always accepting returns and it has paid off
handsomely with satisfied customers who purchase more freely knowing
that will not be stuck with an item. They leave with a feeling of
goodwill and will more readily refer others to me.
However, if your policy is a no refund one, then you need to be
consistent and polite. I have found that it never pays to argue with
a customer, although, God knows, it is VERY tempting sometimes.
I used to bite the hook and get into it with rude people, and
have even gone so far as to draw them a map to Walmart or feigning
deafness, but the easiest way to resolve it is to give them what
they want within reason and get them out of your store.
It is way too easy to dwell on those customers that are a nightmare.
When I find myself doing this, I have to force myself to think of
all the really nice happy people I deal with, afterall they make up
95% of the people we deal with, it is just that those "creeps"
seem to be the ones we remember. You stated that you have many happy
customers, focus on them next time you find yourself stewing over
Good luck, Suzanne