Mamma 28 - First of all, I feel so badly about what you're going through with your customer. That said, I want to make two points (based on 35 years spent in corporate management positions and dealing with lots of interaction type issues) - 1) don't reply to any further e-mails from her. You're fueling her rage. There's always a story behind this kind of thing. She's probably mad or disappointed about something else and you're providing her with an outlet. 2) you have a solid history and actual data that conflicts with her claim. So what's the right story? Her single data point - or all of the others that you have? It's human nature for us to focus on every little piece of input that we get on what's wrong with us or what we need to improve. But you MUST weigh that against all of the good data and give the good inputs equal time and attention. It's totally clear that her input is so far out of line with all of your other input that it has NO MERIT. When technical folks analyze date and there is one data point that is clearly bad - it's labeled as an "outlier," investigated and then thrown out. That's what you need to do with her!
If she persists and you do talk with her, do not "argue" with her or try to state your case. She's not interested in that. Make sure you understand and feed back to her what she's saying. Then tell her that you've identified a lawyer and will be turning your extensive notes and documentation over to him/her - including your notes on what she just stated. I doubt that you'll hear anymore. Please remember that 95% of what we worry about never happens :>)
Mamma 28 - First of all, I feel so badly about what you're going through with your customer. That said, I want to make two points (based on 35 years spent in corporate management positions and dealing with lots of interaction type issues) - 1) don't reply to any further e-mails from her. You're fueling her rage. There's always a story behind this kind of thing. She's probably mad or disappointed about something else and you're providing her with an outlet. 2) you have a solid history and actual data that conflicts with her claim. So what's the right story? Her single data point - or all of the others that you have? It's human nature for us to focus on every little piece of input that we get on what's wrong with us or what we need to improve. But you MUST weigh that against all of the good data and give the good inputs equal time and attention. It's totally clear that her input is so far out of line with all of your other input that it has NO MERIT. When technical folks analyze date and there is one data point that is clearly bad - it's labeled as an "outlier," investigated and then thrown out. That's what you need to do with her!
If she persists and you do talk with her, do not "argue" with her or try to state your case. She's not interested in that. Make sure you understand and feed back to her what she's saying. Then tell her that you've identified a lawyer and will be turning your extensive notes and documentation over to him/her - including your notes on what she just stated. I doubt that you'll hear anymore. Please remember that 95% of what we worry about never happens :>)
I have 4 sons, and one hates corn (rest LOVE it). So when I serve corn, one whines. Oh well.... can't please everyone, and I don't even try.
Momzilla here is throwing a tantrum- plain and simple, and the more you reply, you play into her game. Like any spoiled brat- even my own. 
Don't reply to email, and if she calls, say, "On the advice of my lawyer, I have been instructed to not speak to you. I'm sorry. Good bye." And hang up!
I doubt she will pay to lawyer up, especially when the contract is read, and small claims is easy- especially with a signed contract. Please don't lose any more sleep over her. One nut in the fruit basket. 
I'm pretty sure that no small claims court will entertain a suit if it's not brought by th original purchaser of the product. The poster who asked if the mom knew what her daughter was up to was right on the money!
I'm pretty sure that no small claims court will entertain a suit if it's not brought by th original purchaser of the product. The poster who asked if the mom knew what her daughter was up to was right on the money!
Well the contract was signed by the bride but the mother paid is the one who sent me the checks. Original deposit was paid by the bride, rest by her mom
Well, nuts, I thought I had something there! But hang in there, anyway. You're in the right and you have plenty enough proof of that, but it's so maddening and frustrating to have someone cutting into your time and economy to take care of something like this. I used to have some lawsuit-happy neighbors who robbed me of hours of my life and not a small amount of money in lawyer's fees just to prove they were the aggressors and not me. I wish you the very best outcome possible in this (preferably that this miserable woman would never darken your inbox again).
Wow! So sorry you're having to deal with this. From what you've posted, I agree with the others in that it sounds like the bride is just making up everything in order to get money back. Even if the flavor had been wrong, she still wouldn't be due a full refund!
Just do as others suggested: stop responding to her, print out emails, make a calendar/timeline of everything, get written statements, and set up a folder for this special customer. Add to it as she continues her rant. If she does end up filing with small claims court or contacts the BBB, you'll already have everything at your fingertips to take to court or send to BBB to prove your case.
Your work is beautiful and I hope you go many more years without having to deal with someone like this.
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