I can only guess that the people who are offering excuses for what happened are people in the bike trade?
In which case .. surely these people should be trying to remove the bad apples that are giving their profession a bad name.
I’ve worked in the bike trade for years, as many on here know. (Don’t anymore)
But I had a similar incident happen to me when I worked in a sports shop just after leaving school.
A chap came in late on a friday, after the latest Pete Sampras racket that had just arrived that morning desperate to play with it that evening. So I grabbed the racket out of the box showed him it. He then asked if he could have it strung in the top of the range string at a certain tension.
I said no probs, cut the strings out whilst chatting to him and restrung the racket. He paid for the string and racket left capped to bits.
The next morning he called to say the racket had been strung in the same strings as original. (He was right, but at the time this was an unusual string to factory standard) Kicking off that we had ripped him off. We apologised and gave him the refund of string.
I genuinely never thought to check and my intentions where to get the customer out the door with what he wanted for his match that evening.
I’m not defending the shop entirely or saying the OP is completely wrong, as I wasn’t there and only have an internet rant to go off. I’m just saying there is a good chance it was a mistake.
The glass is always either half full or half empty.