TAX FREE

It´s a nightmare!!!!! I do not understand how people who is working in shops are not able to process the tax free and everytime that they have to:

a) Poker face in mode-on
b) Answer: we do not do tax free

After insisting:

a) Start having issues with the pc
b) Calling during several and several minutes to different people
c) Saying that the law has changed, that the way of doing it is different, etc.
d) After ca. 30 min insisting and insisting, they are able to do it under client`s instructions