Looking for feedback... I did a photo shoot a couple of weeks ago for 2 sisters (in their 20's). They wanted to order prints for Christmas presents. It was booked on the last available date...and I told them that prints would have to be ordered by XXXX date. no problem. order was placed and I was to hand deliver on yesterday. The sister who arranged everything and placed the actual order (online)...lives about 75 miles away from me and her sister. I met the sister who is local to me, at 5:30 yesterday and hand delivered her prints. About 30-45 minutes later...the sister who lives 75 miles away sends me an email that the order is not right and pictures are missing. I prompty pulled up the order & tried to call both sisters on the phone---and got voicemail for both of them. The order that was paid for was for 2 8x10's and 7 5x7's. Her email stated that she only had 2 of the 3 8x10's that were ordered....and 5x7 of picture # XXX was not there. Well, picture # XXX was not ordered...and only 2 8x10's were ordered. I finally got ahold of the local sister---and explained to her that they got what they ordered and paid for...(sister 75 miles away was having phone problems and they were communicating via texts). I told local sister that I could do a special order tonight and have it fed-exed to me---but they would be required to pay the fed-ex/overnight charges. For them to call me and verbally tell me what they wanted...and they could pay me by check when I re-delivered (since I obviously wasn't sure what the exact charges would be). I told her to talk with her sister and call me back and let me know what to do...because I would need to place they order asap. I never heard another word. At 2:30 this morning my blackberry buzzes...they placed the order alright...online. (paid 8.00 for 8x10/5.00 for 5x7 and 3.5 freight via paypal.) No way possibly to get an order done pro. I emailed her at 6:30 this morning (when I was up and functioning). I told her the only thing I could do at this point was send the images to her walgreens and let her pick them up---so she could have something to put in her frames. I would still order the pro-prints and do regular shipping...and she could replace them with the walgreen prints after the holidays. She just sent me a not so nice email...telling me that she did exactly what I instructed her to do (I spoke to her sister, and not her). And that she wants a FULL refund...and she wants the pictures sent to walgreens NOW. I feel that I have bent over backwards to try and accommodate her. THEY ARE THE ONES who misordered...I gave them EXACTLY what their original order was for. But I also know that badmouthing is the worst thing for my business...but I don't want to be taken advantage of...and that is exactly how I feel right now. To top everything off...my 12 year old fell and broke her leg on Monday...so my stress level is pretty high right now...and I may not be thinking clearly on what the customer is asking/requesting.