This happened to a colleague, M, not me.
Her daughter G, turns 24 on Wednesday. She ordered a moss green kaftan online. The store was local.
M went to pay the deposit on the kaftan on Wednesday, she had to leave work early to get there on time.
On Friday M & G went to pick up the item. They paid for it and the girl bought it out from the back. It's wrapped in paper, but a little bit is showing. G says "it's the wrong colour" sure enough the item is blue, not green. As soon as the salesgirl hears that she reels off their returns policy which is, in effect that there is no returns allowed for any reason. She says to M that she had told her on Wednesday there were no green ones available. Now, ya just don't get stroppy with a peri-menopausal mother. M told the salesgirl that she didn't have a legal leg to stand on. The item ordered was green and that this item is not green. Hell, they hadn't even taken it out of the packaging yet. G is understandably totally embarrassed and is saying that she quite likes the blue and wants to keep it.
Anyway, they keep the thing and go home.
M is seething and tells her friends about it. They say she should go to the shop's facebook page and share her story. So she does exactly that. The next thing she knows the store's owner is writing to G telling her that she will take M to court for defamation. Young G is scared, M has the bit between her teeth and knows that nothing of the sort will happen. At the end of her rant, the store owner says she will reimburse them the cost if they want to return the item. Which sort of undermines her position, doesn't it.
It's just such a great case study of poor customer service. The store owner obviously doesn't understand facebook pages and how powerful a tool (for better or worse) they can be.