One thing I've learned is how easy it is to tell someone how to handle a problem when we're not the one with the gut wretching feeling caused by an unhappy customer. Sometimes we need that .... someone who is not emotionally attached to step back and look at it logically and help us see the issue for what it is.
Kory does excellent work and I can imagine that even a last minute cake, like she had to pull off here, was impeccable, while not perfect in the bride's eyes. I think Kory handled it very professionally. I think it's highly possible that even if she offered a 75% refund, the bride would still be unhappy.
Someone mentioned "no meeting to discuss details" since the initial meeting was months before. Huh?
I meet with brides, I take their order, I send them a copy and I never see them again unless they pay in person. I have never had a need to make a bride take time out of her day to come again for no real reason. She has a copy ... I have a copy. A couple of times I've called the bride because my notes were vague, but that's it.
Kory is the one on the front lines and she's handling it very well. I do not believe this bride will "sing her praises" to her friends even with a full refund. The first clue is how she didnt' even want to face Kory, sitting in the car, wallering in her own pitifulness. This is a drama queen all the way, and she gets more drama by being the victim. Even with a full refund, she'll be a victim.
Kory, I wish I could offer something to make it all better for you. I can imagine how you must feel because of the high standard of quality that you set for yourself. Big hugs to ya, girl!