HIGHLAND POWER EQUIPMENT

My husband recently went to Highland Power Equipment to pick up two spark plugs for father?s snow blower, which he bought there a couple of years ago. When they removed the old spark plug, they noticed it was different from the ones they sold him. After calling a local, reputable business, it was determined that Highland sold them the wrong plugs. My father since picked up the correct plug at that business. When my husband stopped at Highland to return the incorrect plugs, surely he expected it would not be a problem. He explained the situation to the person behind the counter, who stared at his computer for a couple of minutes, and wasn?t quite sure what to do. He called for assistance from another employee, who seemed to be the one in charge. After explaining the situation to this employee, he asked if my husband had the receipt. He explained that although he generally saves receipts for everything, he could not find this one. He may have carelessly discarded it, thinking he could trust Highland to sell him the correct spark plug for a machine they sold. Keep in mind, they had record of my father and his purchase in their computer. The employee told him that the plugs he was sold would work, however admitted that the one removed from the machine would be the more appropriate choice. So despite this, and the fact my father spent $700 there, he refused to refund the $7.50 for two spark plugs. My husband told him he felt this was bad business. He responded, ?Well I could say you?re a bad customer because you don?t have your receipt.? He referred to customers who return without receipts as ?idiots.? He repeatedly raised his voice and became very boisterous, despite my husband's calm demeanor. This was possibly the worst display by an employee to a customer he has ever been part of. He blamed my husband for not bringing in the old spark plug first. He assumed a business that sells snow blowers would have the ability to sell him the correct spark plug for a snow blower (which they sold). In the end, he did trade one correct spark plug for the one incorrect spark plug which had not been installed. In normal business practice, returns must be accompanied by a receipt. We all know that. There are times, however, where employees need to use some discretion, and put common sense ahead of black and white policy. Just very unprofessional. Will not go there again.