Payless ShoeSource

I bought a hat on the site, the hat has a safety clasp, I couldn't open it. I take this hat, with my receipt, go to this shop, want somebody help to open it. but the shop staff has stressed, online shopping things Would not have safety clasp, and said I didn't pay for this hat. What is the meaning of this? Mean I stole this hat? Finally, he phone consulting firms, and saw his hat in the shop number, and then come back to remove the safety clasp, but he didn't apologize to me, he don't think embarrassed, I'm not happy. I have been in the shop to buy shoes many time, this event, I won't go. "unhappy, no star."