Disgruntled customer pepper sprays Papa John’s employees

A woman has been arrested on assault charges for incident that occurred at a Dayton, Ohio Papa John’s. Angry over her pizza delivery, the woman voiced her complaint over the phone, but she did not stop there. According to WHIO, the women went to the store demanding a new pizza and her money back.

During the confrontation with an employee, store surveillance cameras show the woman pepper spraying an employee. The employee walked away and phoned the GM, who called the police. The woman and the worker were entangled as other employees and customers attempted to separate them when police arrived.

How did the incident escalate this far? And what’s is the correct response?