How do handle irate customers? By first "listening" and letting them tell you their problem. After they have calmed down, apologize and be genuine in trying to SOLVE their issue. Even if that means the company has to incur a loss. Either through a refund, replacement, or giving them a token of the companies faith in the way of a discount or reduced price. This will get you a customer for life. It's a low cost way of getting advertisement & having that once irate customer "brag" about the "service" they received. In today's businesses it seems they have forgotten- custom service. Happy customer = customer for life.