They still need more training
The only defensible incident report was the easily-read one, and that was all hear-say.
Those were damn poor incident reports. No numbers, no witnesses, no details except the peace tee shirt description, over and over.
The mall hasn't a snowball's chance in hell based on documentation like that.
If that's the best they can come up with, they don't deserve one either.
But apparently the mall hasn't done much in the way of documenting many policies it has.
Ever notice how annoying those Salvation Army bells are at Christmastime? Gee, the sound follows me down the halls, nagging, nagging... and it carries more than the human voice, too. Let's get rid of them. And the message! "Peace on Earth!" Jeez!