There is no excuse.
I’ve experienced this a lot and can tell you that it sinks into your psyche no matter how resilient you think you are.
If subjected to these kind of comments you end up preloaded with contempt for your customers, no matter how pleasant they are. Guard is always up.
it can’t really get any worse then what is been said here, it can be comparable but you can’t top wishing someone to experience the death of their child.