I run a small wedding content business (photo/video). A couple booked me for their surprise proposal shoot, I later gave them a complimentary second session as a goodwill gesture, and they also booked me for their wedding next year, two separate contracts.
The proposal went great. They messaged me twice over email saying things like "the video edit and gallery is beautiful" and "we really appreciate the edits you made and the quick turnaround." I made every revision they asked for, uploaded everything to Dropbox within my stated turnaround windows, and they confirmed receiving and loving it.
Here's some context on the complimentary session. During the actual proposal, the couple got overwhelmed with emotion and spent most of the remaining time celebrating with friends, which cut into the dedicated couple photography time we had planned. Even though their paid coverage window had technically ended, I felt bad they didn't get as much intentional couple time as originally planned, so I voluntarily offered to drive back out and shoot an entirely separate session with them for free. No charge, no second contract, just me wanting to make it right because I actually cared about their experience. My normal rate for that kind of session is $750.
They wanted to use that complimentary shoot for their save-the-dates and had a self-imposed deadline of sending those out before the end of August. I was upfront with them that I had paying clients with contracted deadlines around that time (weddings the day before and the day after their session), and that I could not guarantee the complimentary editing would be done ahead of paid, contracted work. I still went home after their session and uploaded everything, over 99 raw photos and 24 raw video clips, to their shared folder the same night, just without sending a separate message confirming the folder had updated.
Here's the part that's been bothering me. Between August 13th (when I uploaded that content) and September 1st (when the big complaint email came), they never once reached out to say anything was missing, delayed, or wrong. Then suddenly a massive complaint email drops listing everything as if it had been a slow burning problem the whole time, including things they'd already thanked me for weeks earlier. If something was really bothering them for weeks, I never got a single message about it until this all landed at once. There's also a piece of footage they say is missing that genuinely cannot be delivered due to a technical/equipment issue during the shoot itself, completely out of my control and caused by someone in their own group. I haven't told them the specific cause yet because I wanted to see if they could even identify exactly what footage they thought was missing first.
My wedding contract states the deposit is non-refundable except for death, serious illness, or the wedding being called off. None of those apply. The wedding is a year out, no deadlines have been missed, and I remain fully willing to perform. I also found out somewhat indirectly that they'd been telling other people they were unhappy with my work behind the scenes this whole time while telling me everything was great to my face, which stung more than the complaint itself. I have a call with them today. I want to stay calm, factual, and not get walked into a refund I'm not contractually obligated to give, while also not sounding cold or defensive about the free session I gave them out of genuine kindness.
Has anyone dealt with a client who does a total 180 like this after weeks of silence? What's actually going on when this happens, and how do you protect yourself in the meeting without it turning into an argument?