That's brutal... reminds me of the time I sold a computer to someone, and right after they paid, they asked if I could hook it up. I took it out of the box, set it down, and couldn't help but notice the huge footprint-shaped dent on the side of the case.
What do you do in those situations? Be as accomodating as you can, look them straight in the eye and say "no returns without receipt", or do you run away and hide under a table somewhere?
Has the coach mentioned anything about the mask?