I've never posted anything on here so hopefully I'm under the right area. Anyway, I just did an order of high heel cupcakes. I delivered the order with little problem. When I got there, a border on one of the shoes had a smudge so I got my piping bag out and piped over it. The back part of the heel was leaning a little bit so I made sure it was straight. I let her check out the product before she took them. I even have a few pictures of how they looked and they looked great. I knew they were traveling far for the party so I gave them a little extra melting chocolate in case any of the heels leaned or fell off as they traveled or transferred them to the plate. I said they are delicate and when you are traveling with any baked product, mishaps can happen. I said I always travel with an extra cake kit, so I'll give them one, too since they are going to far.
Then we went to put it in her car. We had met somewhere and they brought a small two door, one-row of seats truck. I told them there are two large bakery boxes and they won't fit. They insisted it would be fine, shoved the first box in the little compartment behind one seat and put the other box in her lap. Before this, they saw the cupcakes, approved them, paid me, and drove away. A half hour later I got a call saying I ruined them, they were made completely wrong, I ruined the party and now they're not sure I should cater their wedding. She said they live 3 minutes from the meeting place and they didn't even hold up during the short drive. But I traveled 20 minutes with them and they were fine. Even so, I gave them their money back and apologized that happened to them. I said this has never happened to me before so I can't imagine what might have happened. Once I agreed to the refund she became nicer, said not to worry, that I still had the wedding, and they'd see what they could salvage. My question is this: How do I protect myself from this in the future? Obviously it feels very personal and I am devastated- I've never had a complaint before. Do you see anywhere I can make changes to prevent this? Has anyone experienced this before?
Any feedback appreciated. Thanks!