My guess is the scan tool could and did read the code, but was unable to provide a definition, so the employee just said "can't read it," because they didn't know what the code meant.
The readers most AAP stores use have definitions for most common/generic codes, so it will spit out something like "P0171 - System Too Lean Bank 1." On a manufacturer specific code, it may say something like "P1259 - No DTC Definition Found" or something to that effect. An inexperienced/clueless employee may see that as "can't read it" just because the code reader doesn't spit out a definition. In fact, it did read it, you just have to look the definition up on your own.