Regardless of an explanation(after the fact) or a refund, the fact remains that the commissioner did not complete the cosplay to meet 2 different deadlines. The deadline for a costume is as much a part of a commission as the finished product itself, and failing to adhere to a specific and very reasonable deadline is a serious issue. She paid for a professional service - a costume by a specific date, and that was not delivered. I understand that life gets in the way and things come up, but in that case she should have informed the customer as soon as an issue arose, not the day before the con. As also stated, 2 different deadlines were missed. If issues arose before the first deadline, that's problematic enough, but I know that those deadlines were nearly 2 months apart, and if the issues were severe enough to keep her from finishing the project 2 months after the initial deadline, that would have been severe enough to realize far in advance. It's not issues arising that's the problem, it's a lack of communication of those issues. If a refund had been issued even 2 weeks before the con I'm sure a last minute commission could have been arranged with someone else, but as it stands she was prevented from wearing this cosplay to 2 different conventions because of this and missed out on a lot of opportunities. If an issue came up that close to the con and prevented the completion of a project that was already overdue by 2 months, that sounds like a time management issue. A commissioner is providing a paid service, just like any other profession, and failing to complete the service that was promised and paid for warrants "feeling wronged". She was wronged. She paid for a service and did not receive it. Yes, it's good that the commissioner responded and gave her a refund, but that does not absolve the fact that she did not meet two different and very reasonable deadlines, nor did she let her know that the deadline would not be met in a reasonable amount of time.
Upcoming cons I'll be at:
Anime Matsuri, A-kon, Comicpalooza, San Japan, AnimeFEST
Cosplay plans for this year: Loki(Avengers), Cybil Bennett (Silent Hill), Pitch Black (Rise of the Guardians), Lilith (Borderlands 2), Justin Hammer (Iron Man 2)