I need your help on how to reply to this customer.
I make cakes for living, home based but all on the books. Never had a complaint apart from today....
Quoted a lady for a 21st birthday cake for her daughter. Quite an elaborate design but she was very vague in what she wanted - I.e didn't specify colour etc just sort of said what she wanted and said "make it look pretty"
Her daughter's party is tomorrow, the cake is finished and she asked me to send a picture. I did and she was horrified - said it's not what she wanted, I was going to ruin her daughters birthday, the colour was wrong (even though she hadn't specified a colour. I offered to change details on it, obviously couldn't change the colour. She wanted extras adding to it which would have taken 6 hours atleast to make - that would have meant I made zero profit.
I made some changes to the cake which took me 3 hours and I sent her a pic and she was grateful saying it was much better and Thankyou.
I then get a message saying she wants it delivered now as I caused her so much stress and upset. The venue is an hours drive from my house. The original agreement was she was to pick up the cake. I explained this wasn't possible for me to deliver and she said that she has no free time tomorrow and can't collect it.
How do I respond to this? She's the type that will leave a bad review everywhere and anywhere so I have to tread carefully! Help!!!