Bad service with a bad attitude

Received absolutely appalling service. Went to hire DVD's, asked if there were units left on my contract, was told that I have a late charge. Queried the late charge as I know I returned DVD's on time - not at 12:00, but at 17:00 when I returned from work. Owner stepped in, very defensive with a really mean demeanor... Told me that it was returned a day late. Disputed the fact, as I know I returned it on the day it was due at 17:00, but also remember the shop was closed when I got there and there where kids running around and playing inside, so they might have logged it back late. Owner went into my history since 2012 and told me that I returned it late 12 times since then (12 divided by 4 years is 3 times per year) I was totally flabbergasted- defended myself. Then she humiliated me by asking me to leave the store without the DVD's or the contract I wanted to get.. Also a few months back, they contacted me to return a DVD, which I already have returned a week before... No one ever did come back to me to apologize for this error. So how accurate is their records? This lady owner should not be unleashed on the public as she totally lack client service