Customer came in to have a print re-framed. She picked out a moulding and fell in love with it. Upon hearing the price, said no way. She decided to stain the frame the print was already in and just update the matting. The frame style was very thin and screamed it was from the 80's. She brought the frame back in and it looked awful. There were drip marks down the side, color wasn't consistent and it just looked bad. She said, 'not my best work... but it will do.' Re-mat the print, re-assemble and she picked it up. Comes back in after a day or two. The glass is broke, corner is cracked and it looks like it went through a bad storm. She is claiming we didn't use a screw to hold the D-strap and if in fact we did (we did)... it wasn't affixed properly. Upon looking at the back... there was a screw because you can see where it went into the wood. It looks like it was ripped out of the wood. She demanded that we re-frame it because it was our fault. We agree to not charge for the matting and are giving a discount on the the new moulding and acrylic (because she is afraid if this were to happen again... the glass shattering again could kill someone - her words). She came back in to pick out a frame and proceeds to tell me this elaborate story about this frame falling off the wall, glass shattering and the force of it falling caused glass shards to stick into the wall and their new hardwood floors. I asked how high the frame was hanging (because in my head... I can't imagine glass shards to cut into the walls and the hardwood floor unless it fell from a decent height.) She said it was hanging just above her eye level (she is about 5'8"). In my head I am thinking back to this whole process, finding a moulding she loved but not liking the price and not being 100% happy with her stain job. She picks out a moulding and says that this will look how it should have looked from the beginning and what she really wanted. Am I wrong to think she is claiming it fell off the wall to get the frame up she wanted at a significantly reduced price?!?!?!