Corporate policy is *always* out of the hands of the cashiers, and it's almost always out of the hands of store managers. Losing your cool (and apparently starting out with no cool in the first place) and shooting the messenger is wrong without exception. All I see in that article is a guy bragging about what a dbag he can be towards other human beings.
More than likely, their return policy could use refining (pick-up in store should absolutely be returnable in-store) but even then I'd make an exception for him.
My wife is an assistant manager in retail (not Office Max) and she says his behavior is common. More often than not people start out in a huff and even if everything goes 100% their way they're still in a huff when they leave. That kind of person can **** right off, IMO.
I do not understand what I do. For what I want to do I do not do, but what I hate I do.