What would you say?

Part of being in business is dealing with customers who are "less than satisifed" with your food or your service.

Last night apparently someone was very unhappy with our service. While his complaint might be justified, he method of delivering it and the words that he used somewhat diminish his complaint.

Here's what he said:

"How can someone forget Marinara Sauce on the meatball and on the sandwich of the month?
Sorry to rant but given the description and the obvious (who likes dry sandwiches?) but I must ask how you qualify someone to do a job as simple as this?
OMG!!
You are the best in pizza and such hands down!! But as late as it is on a Thursday (and they did offer to make a replacement/refund) I honestly don't have time at 9:45 give or take at night for either.
Let me know if you need crayons for your job applications..."

How do you respond to a comment like this? I politely wrote back and said that we were embarrassed and sorry that something like this could happen and that it isn't possible for us to be there to make sure that every order was prepared correctly. And we apologized again. Last night apparently he did go back up to the store and they refunded his money. Today in a private e-mail to him I also offered a discount on his next order along with my apology.

But the more we look at this complaint, the more we see it differently. As much as we'd like to be perfect all the time, we are not. Mistakes happen and unfortunately we hate that this has to happen -- but it does. We can only apologize for the mistake, make good on the mistake, and try and take care of the customer.

But when you insult the way we hire our employees or insult the intelligence of our employees......I think that you have taken this to a whole new level.

What do you think?