Reply to "Customer Troubles"

Oh, so sorry to hear this. Is she asking for a refund? Do you feel she is owed one - perhaps she's just fishing for a freebie as some (bad) customers are known to do? If you, in your heart of hearts, feel she has cause to be dissatisfied or you would like to mitigate any possible negative word of mouth, then perhaps you can offer a replacement order instead of a refund? It might be worth it, because negative word of mouth is known to carry further than positive.