The smell of cedar shavings and something called “deodorizing litter” always filled my nose at work. Sometimes it made my eyes itch, and my throat would feel a little tight, but I tried not to mind it too much. Even with my bad dander allergy, I just loved being around all the animals. We had a fish wall, and sometimes a few kittens or puppies from the local shelter would be in the back for people to meet. My favorite part was helping people pick out toys for their pets. It made me happy to think of a little dog or cat playing with something fun because of me.
My shift was going slow that afternoon. It was the quiet time, right after lunch but before everyone got off work. I was tidying up the display of fancy cat collars when the front door chimed. I looked up and saw a lady walk in, carrying a pretty big cat carrier. She had bright blonde hair that looked very carefully done, and she wore a fancy dress, even though it was just a Tuesday. She wasn’t tiny, but she walked like she thought everyone should move out of her way. Her face had a look that said she knew exactly what she wanted. I smiled, ready to help her.
She came right up to the customer service counter where I was. She put the cat carrier down with a soft thump. Inside, a fluffy white cat with blue eyes blinked slowly at me. It looked very soft. The lady started talking without even a hello. She said she had bought a very expensive bag of salmon-flavored cat food yesterday. She said the bag was nearly full, and her precious Muffin, that was the cat’s name, refused to eat a single bite. She explained that Muffin was a very special cat with very refined tastes, and that the store had tricked her into buying something Muffin wouldn’t like. She wanted her money back, and she expected a free bag of a different, even more expensive brand.
I tried to explain our store policy as nicely as I could. I said that we couldn’t give refunds on opened bags of pet food, especially if it was almost empty. I tried to offer a discount on a smaller bag of a different kind, just to try, but she cut me off. She put her hands on the counter and leaned closer. She said she didn’t care about our silly rules. She said she was a good customer and that Muffin deserved only the very best. She added that it was unfair to expect her to pay for something that was clearly the store’s fault for not knowing Muffin’s special needs. She said she was a beautiful woman and didn’t have time for this nonsense.
I felt a knot in my stomach. I didn’t like making people upset, and I really tried to be fair. But the store rules were there for a reason. I told her again that I couldn’t do a full refund, and definitely not a free bag. I suggested she call the food company, as they sometimes had guarantees. She laughed, a short, sharp sound that made me jump a little. She said she wasn’t going to waste her time with that. She then opened the cat carrier. Muffin, still looking sleepy, slowly stepped out and stretched. My nose started to tickle right away, and I felt a sneeze coming on, but I held it in.
She then picked Muffin up and held the cat closer to my face. She said, “Look at her, she’s practically starving because of your awful food!” Muffin just yawned, showing a tiny pink tongue. The lady’s voice got louder, and some other customers started to glance our way. She kept saying that it was a basic customer right to get what she wanted, especially when it involved her beloved pet. She was almost yelling now, and I could feel my cheeks getting warm. I really didn’t like all the attention. I just wanted to do my job and go home.
Just then, a little boy, maybe six or seven years old, wandered over from the dog toy aisle. He had big, curious eyes and was holding a squeaky plush bone. He saw Muffin on the counter and his face lit up. He walked right up and reached out a small hand, murmuring, “Kitty!”
The lady spun around, blocking the boy’s hand with her arm. She snapped at him, telling him not to touch Muffin. She said Muffin was too precious and sensitive for grubby little hands. The boy’s face fell, and he looked like he was about to cry. His mom, who had been looking at dog treats, rushed over and quickly pulled her son away, whispering apologies to the lady. This made my own stomach twist even more. How could she be so mean to a little kid?
I felt a strange warmth spread through me, and it wasn’t from my allergy. It was anger. I had tried to be polite, to explain, to offer solutions. But she had been rude to me, loud, and now mean to a child. I still couldn’t give her a full refund or a free bag, but I was done being pushed around. My voice came out a little shaky at first, but it grew stronger. I told her that she needed to put Muffin back in the carrier right away. I said we had rules about animals being out of their carriers in the store for safety and health reasons, and especially with my dander allergy. I could feel my throat tightening up, and I knew I couldn’t keep going much longer if Muffin was out.
She scoffed. She said I was being ridiculous and dramatic. She then picked up a large, expensive bag of another cat food, one that cost twice as much as the first, and put it on the counter with a thud. She said, “Fine, then I’ll just take this one for my trouble. You owe me for the stress you’ve caused.” She started to walk around the counter, as if to just leave with it.
I felt a surge of something I hadn’t felt much before. It wasn’t just sadness or worry, it was a hot, firm feeling of “no.” I moved quickly, stepping out from behind the counter and standing between her and the door. My voice was loud now, clear enough for everyone in the store to hear. I told her she was not going to take anything without paying for it. I told her she would have to put the bag back. I explained that she had no receipt for the first bag, and it was empty, and that we couldn’t give her anything for free. I was breathing a little fast, and my eyes were watering, but I didn’t back down.
She looked shocked. Her mouth opened and closed a few times, and her carefully done hair seemed to stiffen. She looked around at the few other customers, who were all watching. I could see her face turn a little pink. She mumbled something about calling her lawyer, but her voice wasn’t loud anymore. She slowly put the expensive cat food bag back on the shelf. Then, she picked up Muffin, who had curled up on the counter, and carefully put her back in the carrier. Without another word, she picked up the carrier and hurried out of the store, the chime of the door sounding like a final, angry little bell.
I stood there for a moment, my heart beating fast. My allergy was flaring up bad now, my eyes itchy and my nose running, but the feeling of standing up for myself and for the store was a good kind of tired. I went back behind the counter and took a deep breath. I hoped I never saw her, or Muffin, again.
