…that I can usually get help from whoever is above them. Your standard customer service/returns rep only has the power to enforce the policies and try to find a reason NOT to return your item (ie, opening your packages, inspecting everything with a fine tooth comb,etc). I used to be a CSR (Customer Service Returns) Rep at my old job, and the thing they pushed more on us than anything was do everything you can to enforce the policy, because that was our job. Now our managers could override the policies, make special exceptions, do special deals because they were managers and could do that kind of stuff (and in the process make us look like jackholes).
So, while she may have been a b*tch, the next time you call when you get the very first rep, ask for their manager (the first rep is just “guy” who’s probably making $9 an hour… you want the $15 an hour guy… or more)… and sometimes you have to ask for the manager’s manager (when returning stuff myself, I’ve called the store’s Regional Manager right there in front of them on my cell phone- this will occasionally send them in to panic mode). Just as long as you remain calm, do not cuss under any circumstances, and make clear what you want, and don’t be afraid to ask for the manager… you can eventually get what you want.