Hissyfit - 11:48 pm on Aug 18, 2000 (gmt 0)

Tedster's comment is right on target, and a policy of "the customer's always right", is good policy with long-range benefits for the merchant. But this person is not a customer, this person is a crook. There is no doubt. I'm not a big company, I'm one woman doing everything from site construction to shipping myself. My entire inventory is kept in one large locked cabinet in my home. The 2 items in this order were new, I had just got them in, (exquisite hand made fragrances from the House of Creed in Paris) and this was the first sales I'd had of this line, and it was pretty exciting to me, so yes, I distinctly remember packing them, and know they were both sent. They were both rolled up in the same long narrow strip of bubble wrap.
So as far as the sound idea of satisfying the customer's complaint so that you will keep them (and potentially all their friends) as customers - this is not a "customer I wish to keep or receive referrals from (what endorsement would she give? "Yeah, order from _____ and then tell them you didn't get it...they'll send you another one!") That reputation would bankrupt me even faster than whatever rumors of poor customer service she could spread about me, if she has the nerve.
I have no plans to reward her dishonesty. I appreciate your suggestions, and think I will continue to answer her with delaying tactics until she just (hopefully) gives up. She knows she's lying, so how far will she push? That's the unanswered question.
I am very angry and frustrated, as I'm sure you can tell. I have been open for business for just about a month now, and out of about 47 orders received, 15 have been fraudulent (stolen or fake credit card numbers) and now this.
I expected some attempts at fraud, but doesn't this seem like a pretty high percentage? Is it just cause I'm new...do the crooks troll the waters looking for new and therefore possibly green, niave, and eager merchants to take advantage of?