The thing is, I'm not upset with the girl I spoke directly to. She was just doing what her manager told her to do. She kept beginning sentences with; "My Manager ...."
I'm upset with the manager who a) lost my order in the first place, b) suggested to her staff that I was a thief, and c) didn't have the decency to at least come out and tell me that herself.
IMO, the lady who served me was just doing her job (and in general is very nice - I've been served by her before).