Family Dollar complaint: Excessive long lines w- 3 staff behind front counter but only 1 checking store mgr. created refund policy for me untrained rude cashiers while str mgr on cell phones

I entered store to do refund there were 2 staff behind counter a young man checking extremely slowly obviously new needed help with every customer with 7 people in line not including me yet. Then a cashier courtney who was just fumbling around aimlessly with stuff behind counter. A hispanic female back forth behind counter. As well as the store manager on her cell phone loudly loitering around front door speaking loudly on a personal call. None of the 3 additional employees made any attempt to sign on to get line down not a bit of customer care. I was 8 in line as the line continued to grow it was bad from so many aspects with 3 other customers at check out. I was wrang up for 2 items i was purchasing he asked for help with return as all three non working staff this includes store mgr. seemed confused looked at reciept and merchandise which I didnt have package for the 16 piece shower set as well as a broken shower rod out of package but pieces. The store manager stood at opposite end of counter shouting questions but still talking on phone refusing me a refund with reciept stating that I opened merchandise and did not have package so she is loosing money because she has to throw it all in trash she could not resale or repackage. I have read the policy that I already new what it was because I have worked in retail store management district mgr and district loss prevention mgt. as well as correctional officer in TYC, and TDCJ I actually worked as asst str mgr with family dollar I new what they were saying was a flat out lie. I inquired with cashier courtney whose attitude at this point was nastier than a rattle snake
was it a new policy she said yes and to go to website. The quality of employees in every sector of work places is extremely trash even before pandemic its like all companies have surcome to just putting a body with no clue of customer service is the 1 priority, as well as adhering and implementing policies and procedure. My return items were purchased on 672021 reg 1 trans 7045031 1340
@ 17:58