Bad attitude and shouting at customers

my mom bought a ring and asked for it to be altred. she was told it can only be done in Jan and decided to have the money refunded back in to the account. Apon getting to the store to query who we can talk to, to have the money refunded we met up with Patricia who at the time was \very busy"and gave so much attitude about the refund.<br> she started raising her voice and gave so much attitude and when asking her to keep calm because we are customers in that shop she raised her voice again and said she is calm.<br> Later other customers entered the shop where she then left what she was doing to attend to them with a smile. her attitude was very bad and she has no knowlege of the word customer service"""