Legal Question in Business Law in California

Re: Manager?

No, they do not. I imagine, however, that the upper management will not like their refusal to do so.

Therefore, I would include their refusal in your letter. Identifying the store by address and letting them know the date and time of the complaint will let them track down the person.

Re: Manager?

I don't know of any law requiring a store manager to give her or his name. You might visit another store of the same chain and ask a different manager if the company has a policy that managers shall, or shall not, identify themselves upon customer request.

An alternative is to give the time and date, store location, and a general description of the person. If it is important for the management to figure out who the person is, they'll find the identity through their own staffin records.

If this comes down to a suit, you can probably get the name through the post-filing practice called "discovery," during which the parties to a lawsuit are able to demand detailed information from each other.