You have never worked in electronics retail. Believe it or not, your fellow citizens can be extremely greedy and immoral.

If she really wanted a working tv and dvd player, then why didn't she ask for an exchange? No, she was finished with whatever she needed for and just wanted her money back. The Sears employees were on to her and charged her a well deserved restocking fee.

Frequently, people just don't know how to operate electronics and assume that the item is broken when it isn't. This is why we sometimes test an item to see what's going on. That way, we save money, the customer saves money, and everyone is happy, though the customer might be a little embarrassed. You have no idea how many people come in to exchange things that have no fault; it's just user errors.