I made a birthday cake for a friend of a friend situation (I've never met this girl, my husband actually delivered her cake for me), anyways, she wrote me a pretty nasty e-mail tonight stating she wants a full refund because...& I quote!: "I was not aware your husband would be delivering, and you gave me no contact info for him. While I waited in the POURING rain, he was FIFTEEN minutes late, therefore ruining my hair and makeup. And to make it worse, the cake looked like a BLIND person made it!!! There was a very obvious finger mark on the frosting and the sprinkles were falling off..."...Upon asking my husband, he said she was inside when he got there, and he arrived late due to an incorrect address. I spent an entire day on this cake, and apparently she was absoloutely rude to my husband. I am the head baker for a very busy bakery in town and have done thousands of cakes, and never had a bad complaint- ever! How should I handle this? I am hurting so bad from this and soooo incredibly upset right now. I really do not want any bad reviews, but I just want to scream back at her! Sidenote- This girl is only 20, with a 5 year old, and from what I hear, quite the spoiled brat herself, which made me weary when she contacted me initially... any advice out there? Thanks!!