Russell, understandable, and at least you're trying to find out the correct procedures rather than assume this is a poor procedure that WAG follows, and sorry if my rant came across as a personal bash, but you hear this all the time when you work at a WAG and no one likes being blamed for things that are not their fault.
An earlier poster mentioned that this singular store incident does not/should not concern you as an investor, but I disagree. WAG's stock price is ultimately driven by the success of the "underlying asset," so if scenarios like this are repeated everyday nationwide, then I would be concerned too, no matter if it's the store's fault or the customer. Unfortunately a lot of times perception=reality, so if customers keep blaming WAG, they will go elsewhere (but only to find the same thing happen!). Maybe this is a way WAG can differentiate from other Rx's. CVS can keep their 'carpet' & new layout, WMT can keep their ridiculous $4 generics, let WAG lead in the area that matters: service.