I agree with you alvarezmom and mclaren regarding the cookie price. She was definitely not as "regular" a customer as she seems to think, especially considering that some of our true, hard-core regulars come in two, three, and (believe it or not) even four times a day. Regardless, we appreciate everyone's business, whether they come in once an hour or once a year, and always do our best to give excellent service (of course, we do have our favorite customers!).
Even after giving her our phone number and an opportunity to explain things to her, there has been no word from her end, which is fine by us. After having multiple issues with her, I'm ok to let this customer go. Hopefully we've heard the last from her!
Thanks everyone for your feedback! It's hard to know the right response in these situations so I appreciate everyone's support!