Tl;dr: 75-yo old woman attacks the employees over a sandwich, rips hair from one of them, put that hair in her purse, calls the police and dies.
At that point, two other employees intervened, and as they were pulled apart, a “chunk of hair” was pulled from the shift lead’s head, “leaving a raw area.”
Once separated, the employees got behind the counter and Grayson sat down, taking a phone call. She was seen picking up the shift lead’s hair and putting it in her bag, police said.
She could have been, but that doesn’t excuse her actions, unless maybe it was totally uncontrollable (like Tourette syndrome) and she was doing everything she could to get help and fix it. If you’re not trying to change it then that’s just who you are, and if it’s something that could be changed then you’re just an asshole.