An Indian customer average age of 25 - 27 working at the shopping center purchased a pair of boots which is more for girls aged 10 - 16 years, walked out of the shop with the shoe on. She wore the shoe at least another 2 times before realising the shoe is not comfortable. Earlier this year she hurt her foot and was unable to walk for at least 6 weeks. She has a job where she is required to be on her feet all day Mon to Sun. After 3 - 5 weeks of purchasing the shoe she brought it in and wanted a full refund. My shop assistant informed her that she will speak to me. This she did that very evening. My response was the shoe was used so we cannot exchange or refund. Both the lady and her husband phoned me and was rudely insisting on their refund. I debated and tried to reason with them. The compared my boutique to that of the large chain stores. Our philosphy is we do exchange only if the goods are not damaged or used. And goods are exchanged in the same week. The husband treatened to take legal action. I encouraged him to do so and have given him the complaints board details. On 6 June 2010 I wrote a spiritual note to the wife and asked her to find the truth and love within herself. I also refunded her money and the used shoes. My reasoning was not to quieten them. This very lady has previously purchased shoes prior to me taking over the shop and tried the same thing by using the product and returning. The previous owner and I are good friends. There is a behavioral patern. There are genuinely dissatisfied customers and those that choose to untruthful and selfish.