What went wrong was, the Manager of your shop was very very rude to a paying customer. The lady only asked if she could reserve an item, she was fully going to pay for it, but just couldn't carry it then. Your Manager refused and basically told her there will be no way to reserve an item, because i won't have room in my shop to hold it. Which didn't make any sense at all. She just wanted half an hour to get her car to pick it up. What's wrong with these Managers, don't they know basic kindness to customer is common. I think her salary is being paid from our donations isn't it? She basically told the lady, take your items and leave the shop you are being rude to me I'm not going to answer you anymore. It's the Manager who was rude to the customer. She actually lost a sale because of her manner, I'm sure the woman won't be back.