Cartridge World Overcharged and did not deliver service Crystal Lake, Illinois

I have used the Cartridge World Crystal Lake Store ever since they closed the one in Algonquin on Randall Road.  I have a variety of Ink jets that they fill for me.  I have had a couple of cartridges over the years that did not work properly after the where filled.  Every time this occurred I stopped back at the store and they always either fixed them or exchanged them for different one that worked.. One time I even had 2 cartridges that where filled but my printer broke and I could not use so they gave me a store credit for those...What a nice surprise that was as no other store accepts returns on open ink cartridges.  Refills are a great way to save money and the guys at the store in Crystal Lake are always pretty helpful when we go there and do a good job.  I tried Walgreens and those cartridge refills never worked right for me. 

    This customer actually purchased 5 inkjet refills in September, 2 black and 3 color.  We refilled the cartridges that she brought into the store.  We did not short her cartridges.

    She called the store a few days ago to advise that one of the color cartridges was not working properly.  We guarantee our cartridges and told her we would be happy to replace the cartridge and to just bring it back to the store.  She did not call "to figure out a solution". She refused to bring it back saying she was "out of town", and demanded we refund her over the phone without returning the product.  We explained that in order for us to provide a refund, she would have to return the product.  Just stop in when you get back in town.

     At this point, she became irrate and began to yell and scream, hurling verbal insults, threatening to slur us on the internet if we refused to refund her without the return of the product.  My employee became upset and tried to put her on hold to discuss the matter with me.  He accidentally hit the wrong button and hung up.  It was my call on the refund issue and I stand behind it.  I won't be blackmailed.  Don't know anything about Google stats.

    I don't know of any retail store that will provide a refund to a customer without returning the product.  That is absurd.  We would be glad to replace the cartridge or refund this customer, all she has to do is bring it back to the store.