Did anyone feel bad for Brad when he'd gotten fired?

He is a typical sly, difficult customer. Note that he ate his entire meal before complaining. This is probably part of his scam to eat at restaurants for free. Also notice the difference in how he addresses Brad and describes the problem with his meal, and how he speaks to the manager.

Two mistakes were made here. The manage should not have but Brad at the register if he hadn't been trained. Brad didn't really know the proper procedure for a refund. That was the manager's mistake.

Brad made a mistake in not simply, and calmly, telling the customer he would have to get his manager.

Brad also suffered for having a bad manager. I worked retail (not food service) for forty years. The company I worked for backed up their associates. They did not tolerate customers being rude to associates. When I worked part time and just full time I witnesses customers being told to leave and not come back for yelling at associates or trying to bully them into violating rules. When I earned keys to the store, I kicked out a few as well. Our associates were also given reasonable authority to grant discounts for minor issues without calling managers. And we would never put someone on the register who was not trained and didn't know policies.