I was already to jump in saying how you are blowing this out of proportion, ect. But after reading all the responses I think I got a little different perspective.

To be honest, if someone dropped a cookie on the floor and then offered it to me I think I would have done the same as you. Especially if they got bent out of shape about giving a refund. It isnt that I would be mad they dropped it but it would greatly offend me to be offered a cookie that had been on the floor.

Its a disgrace that she did that. Even worse with the attitude.

I think experiences like this is exactly what corporate wants to hear. And I think they very well might put everyone in the company through a little re-training or at the very least send out a company memo highlighting proper procedures. Maybe speaking to a manager might have been better but in this case I dont think it really matters.

This is a good letter.