Guest gets mad at me about losing her keys??

okay so for quick context. i was working in fulfillment yesterday 11/23 (normally i'm in opu/on checklanes). so i thought it'd be pretty chill and i wouldn't have to interact with as many guests compared to being in the front. i was right for the most part, asides from a few people stopping me while i'm mid pick smh lmao.

ANYWAYS! I'm scanning for items in style, like somewhere around the girls' section. a short lady, probably 40s-50s ish with curly hair walks up to me and says something about keys. I tell her I don't have any keys on me (I thought she was gonna ask me to unlock something). She already looks a bit annoyed and then goes "no, I mean my keys, I lost them. Is there a store manager you can call for me?" I tell her I don't have a walkie on me (my previous one had literally just died). The lady looks more upset and is like "can you call on your device or something? call someone, anyone," and I said "I'm so sorry I can't make calls on this device" (and yes I checked with a coworker later about making calls on our devices/zebras/whatever they're called again I forgot).

After I say that she just snaps. She kind of quietly but not-so-quietly says "you have no brain." She's about to walk away but I stop her and go "I'm sorry wait, what did you just say?" There's not a hint of remorse or guilt as she repeats herself clearly, "I said you have no brain." holy crap bruh tf is your problem. So of course I wanted to snap at her but at that point I was 5-6 hours into my 11-7 shift so I was overstimulated and too tired to think of a good comeback. I simply replied with (a bit too politely imo lmao) "I'm sorry but that's really not polite to say. But I can help and go look for your keys in the front if you'd like" and she just gives up and goes "whatever, forget it" or something along those lines and just leaves.

I then resume my pick and run into my ETL and another TL on the way and ask about the lady's keys, and explained what had just gone down. the ETL tells me in that case I just direct her to guest services for lost items. I also told them what she had just said to me and both them and the TL were like woah wtf lol. I gave both of them a description of how she looked so they could let GS know...and was saying "Its just wild she actually said that to me" and they were like yeah thats...don't worry about it. My mood was ruined for the rest of my shift except for a brief moment when my favorite TL walked over to the OPU side. I love her she's the best

Sorry to make this story so long LOL but (TLDR), I honestly don't understand why some people think they can take out their anger on retail workers it's actually wild. like, I know I should've directed the lady to the GS desk but my mind was all over the place and I was just trying to answer her questions first, so it slipped my mind... And it's almost funny how she had basically called me brainless cause I don't think someone who's working while being a full-time transfer student but still maintaining a 4.0 for nearly 3 semesters now would have no brain. I call myself stupid but I def dont think I have no brain. Maybe a small brain but def not nothing 💀

This is making me wonder how bad this coming week will be. i was off today but wrom what i've heard it's been chaotic