Colors from my screen to a customers printer are printing wrong

I run an online wedding invitation design business. I first create the digital files of the invitations in Adobe Illustrator CS5, then secondly I email the PDF file to my customers, and finally the customers are responsible for printing the invitations themselves. Some people print from a home computer, some have a local print shop print them (professional OR places like Staples and Office Max), and some upload the design to an online print service.
I use Adobe Illustrator CS5 and cmyk colors to create my file.
2 times this year I have run across a problem that I don't know how to fix. The customer says that when they print the PDF at home AND at a local print shop (Staples or otherwise), the colors are not right. Specifically, my Peach color was printing Brown for her, and my light Pink color was printing Tan for her.
The first file I sent her was a PDF that I created from Illustrator. I also imported the .ai file into my Photoshop Elements 5.0, and then saved it as a JPG and PSD. Those two printed the same results for her. She printed from home and from Staples. Both printed wrong.
Can someone tell me why this might be happening? I have made 250+ sales in the last 12 months, and this is only the second time it has happened.
help!!!!

jdanek - Of the hundreds of sales that I've made, I've only had this color issue happen twice. As I stated before, I'm not a professional with Illustrator, so I'm not sure how to answer some of your questions.
I use CMYK in Illustrator CS5 but I don't know anything about what my "color settings" are or what my "PDF color settings" are. I know it's gotta be something pretty simple to figure out. Can you help give me some direction in that? If it helps, here's a screen shot of when I start to save a PDF.
Besides the screen shot showing my PDF settings, you can alos see my self-made set of "user defined" color swatches that I use in all of my designs (in the bottom folder set of swatches). This allows consistency in my designs, since my customers are able view a color chart in my online shop to pick the colors for their invitations.
You asked about giving proofs to my customers. To answer, yes I do. After I create their design in Adobe Illustrator CS5, I save the file as a PDF (as shown in the screen shot I provided) and email it to them. I do the same thing once the design is approved; send them a PDF using the same settings in the screen shot shown.
Some customers print from their home printer, and some take the file to a local printshop of their choosing (kinkos, office max, staples, or other professional places, etc). I don't always know what printshop they take their files to. I've never had any special requests from the printshops. The file I send to the customer is the one that's used, no questions ever asked. I have no part or no knowledge of what those printshop printer's settings are. And I have no part or any knowledge of what type of paper they're printing on.
Sometimes customers upload thier design to online printers, like Vistaprint or Catprint. If that's the case, then I go online to the website and download an Illustrator template to do the designing in. Again, I use my own "user defined" color swatches and save the document with the same PDF settings in the screenshot.
Does any of this help?

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