Taking the piss

(EM comes upstairs just as JB is helping KG with a damaged return)

JB: the only thing I can think of it that it's stretched too much and ripped... (JB forces the wire out) how has it been washed?
Cust: everything goes into a 30 degree wash in my house
JB: ah... That might be why all our bras are handwash only
Cust: if I'd have known that I wouldn't have bought anything from you
JB: it's all wired bras are handwash. The heat from a washing machine can also melt the plastic on the wires and that's why they come out too
EM: (closes the return summery to look at the purchase date as its a really old bra) November 2011?
JB: yeah, I have said that
Cust: I would have expected that it would have a guarantee. I'll write to your head office
EM: ok. All our bras state hand wash only on the care guide on the labels
JB: I think it would be best to leave you with EM as she's in charge...
EM: because of the age of it, from 2011 and it's heat damaged ordinarily we wouldn't exchange it. However, I'm happy to do it this once today. In future anything this old or in this condition we wouldn't swap or refund again...
Cust: I'd like to exchange it, do you have another one?
EM: we don't because its so old...