Owner doesn’t care
He assured Whitney that they would return her money to her, though she needed to wait ten business days before this.

Owner doesn’t care
This was the boiling point for Whitney – how was it possible that the owner did not care about his customers? Everyone could see that he did not want to reprimand his waitress for her actions, even when she committed a criminal offense. If he actually cared about what happened, he should have promised to punish the waitress and refund Whitney there and then.
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