Now this customer has posted negative (and untrue) comments on her Facebook page. Neither my husband nor I are sure what to do at this point. We live in a very small, tightly knit community and want to keep our customers happy. By giving her money that is not hers, I think we would be admitting guilt and she would certainly take it that way. I don't care if we lose this customer at this point, because she is clearly a bit of a troublemaker, but I don't want her trashing our business. Any suggestions to clear this up?
Thanks in advance for any help!!!!!
Edit: Here is her FB post, identifying names changed:
"Here is what I just posted to Facebook. I want you to be aware of how angry I am about this. I don't have extra money to just throw away but have always felt good about supporting your business and treating myself and family and friends. Not anymore. I have no doubt that I am absolute correct in this matter and am not mistaken in what money was given to my son to purchase the cookies, but that isn't the point. The customer is always right. Sadly, not today obviously. I still can't believe that someone would state they also questioned what amount was given originally and then when explained later that is indeed what was given you still deny it? Really? It wasn't like he wondered about any other amount, or that I was expected to come and question the change given. Sigh. Here is my posting:
Oh sad sad day. Local Bakery just lost a loyal customer. I realize it is hot out, and the owner/cookie cart guy must be melting out there, but there is no excuse for how you treat customers. I sent Johnny to get us cookies (by himself he felt like such a big boy) and all I had was a $20 and a $5. Since I wasn't sure how much they cost I gave him the $20 and told him to be very very careful with the change. When he came back with only $1 I thought he had dropped the rest. I went over with him to the cart and said I had given him a $20 (and expected the owner to help me look for the change). Instead he said (here is the clincher) that he thought so too so he doubled checked and that Johnny only gave him $5 and cookies were $2/each. I explained that I was certain he was mistaken as I only had those two bills in my wallet and now I only had the $5. He refused to even consider it and argued with me. He thought so too and doubled check and then when I come over and explain it he still doesn't get it?! Double checked what? The wad of mixed up bills in his pocket. The upside, I might have lost $15 but have just saved myself many hundreds this year alone on the cakes and pastries and coffee I usually buy. Not to mention the rave reviews I have given them and won't be anymore. Their loss. Mine too, but probably better for me in the long run."