Ok so for some backstory: I'm a store manager for a prepaid cell phone store, I won't mention names but it's one of the purple ones. I just moved to NYC due to a transfer (from Florida) and let's just say the culture shock is REAL comparing customer bases. A few days ago, I had two other employees on shift that day, this middle aged Spanish woman came in with her four kids, three girls and one boy (whom was asleep in a stroller). I sent my trainee on break, and started working with the lady since I was the only bilingual person in the building and the lady didn't speak English; she wanted to take her phone number from a different company over to us, but she couldn't comprehend that she was unable to due to being in a contract with the current provider. I tried explaining this to her for the first few minutes, ALL THE WHILE MY HQ MANAGER WAS THERE. We then proceed to call her provider's customer service, and while we're on hold, one of her daughters said in Spanish that she needed to use the bathroom; well my manager that heard "bano," immediately piped up and said, "No, our bathroom doesn't work." And immediately wants me to translate that to her. Embarrassed, I told her that, and let her know that she can go next door with her daughter so she can use the bathroom. The lady looked at us, rolled her eyes, and continued to wait on hold. By the time she got someone, I explained to customer service over the phone that I'll be her translator for the interaction; the customer service agent says, "Spanish? We have Spanish agents! Let me transfer you!" Needless to say, we had to wait again, and by the time we got to another agent, about two minutes went by with the lady talking to the agent before we heard crying from one of the girls. She was holding herself, crouched over, and let it all out. Drowning in tears, the girl was embarrassed and to go even further, one of the other little girls had a phone out recording it! I was completely appalled but the worst part was, the mother didn't budge. She just kept talking on the phone with the agent. I felt horrible so I got up and cleaned it, but immediately after she hung up with the agent I asked her to leave. AITJ for not overriding what my manager said and letting the kid use the bathroom?

TL;DR : My manager said no you can't use the bathroom, mom ignored us and let her kid pee on the floor