A dillard's customer brought in a pair of moderately expensive dress shoes, expressing a desire to return them because they just weren't quite right. as the manager processed the order she checked inside the box to be sure that the shoes in the box were the shoes that matched the box – past experience dictated that follow-up on returns. the shoes were the correct ones for the box, but there was another issue. the shoes had masking tape on the bottom – masking tape that was dirty. when the manager returned to the customer she said, "you forgot to remove the masking tape from your shoes." the customer responded, "i only wore them once. that's all i needed them for."