Wow...what a horrior story. Since this was opened to the public at large maybe we (the members of the forum) can mediate a bit as we are not personally involved.
That said, here is my 2 cents. For what its worth, I do not think Bobby's request is completely out of line. I have returned may large items in the past and many vendors ask for monies in holding (done via a credit card) and in case the other product is not returned. What about having monies put in escrow?