They're a fun bunch aren't they? If you held a gun to their head they still wouldn't admit that what they were doing is stealing.
Had a regular want her money back on a cake a few weeks ago. Must have ordered 5 cakes in the last year, no complaints at all. To my partner she complained that it was dry, to me she complained that the icing "wasn't right" but couldn't quite put her finger on why. We both "interviewed" her separately.
Whaddya do? Possession is 9/10 of the law, so they say...
I told her I couldn't give her any money back until I saw the cake. She had claimed that her party only ate about 1/3 and then threw it in the garbage. I was pretty firm about not giving any money back until I had what was left of the cake.
About 2 hours later she shows up with a cake box, madder than all hell. And she should be, inside the box was a pristine 1/4 of my cake, choc. dipped strawbs. pushed to the corner and chocolate garnishes on top of it. How dare I catch her her lying, and how dare I take away her snack/dessert for tonight!!!!!!!!
I gave her back half of the sales price. She started to complain until I told her again, if only one slice was missing she'd get a full refund--provided there was a valid complaint.