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cakerlady
Regular Member
Joined: Feb 09, 2006
Posts: 199
Location: Honeoye, NY
Birthday: Jun 30
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Mon Sep 24, 2007 11:20 am |
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I have to agree with those who think the man deserves a full refund. I know how it feels when money is tight and you have to eat your mistake (pun intended) but that's irrelevant in your customer's eyes. Chin up..all of us have to learn from our mistakes. |
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Pamela5
Newbie
Joined: Apr 23, 2007
Posts: 9
Location: Austin, Tx
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Mon Sep 24, 2007 11:21 am |
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I don't think there is a way to describe that sinking feeling you get when you hear the sound of cake crumbling. You would think cake would not make much noise when it falls, but omg it is loud to us bakers!
I had a similar experience with a topsy turvy cake. On my way to deliver it half of the front broke off.
I gave the customer half off, and appologized like crazy. I explained that fillings, frosting and fondant all react to high humidity and that accidents are sometimes unavoidable.
She was very nice about it, but I didn't make another cake for weeks. And I certainly will never make a topsy turvy cake.
Im so so sorry you had to go thru all the hard work of making it then the stress of what to do with it! You handled it very well. |
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frostedbliss
Junior Member
Joined: Jul 17, 2007
Posts: 76
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Mon Sep 24, 2007 11:26 am |
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Hi Summernoelle,
Since I am not a professional decorator....I will speak from a customer standpoint. I saw your Sushi cake in the gallery. It is fantastic! I would not expect any refund at all for that. You gave him what he asked for. As for the second Daisy cake....I would expect a partial refund. They did get a cake, I see that you are a talented decorator so I am sure that you gave him something acceptable, but if it wasnt what he asked for or paid for then I would feel a partial refund is appropriate. We all make mistakes or have random bad incidents happen. It sounds like he is reasonable too. If you came to me and said "sorry....no refunds at all"...then it would be my right to go to another bakery in the future. It sounds as if customer service is important to you but also keeping in mind that you have a responsiblity to your buisness too. You will make the right decision....keep focused on your talent! |
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johnniekake
Regular Member
Joined: Aug 21, 2005
Posts: 166
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Mon Sep 24, 2007 11:37 am |
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Its better to save face and lose money.It sucks either way!!
But by doing that it shows good faith and that your someone he would do business again with.
on a second note....Did you refridgerate the cake for at least 24 hours before delivery? |
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becky27
Forum Addict
Joined: Jan 30, 2007
Posts: 561
Location: california
Birthday: Mar 27
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Mon Sep 24, 2007 12:18 pm |
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i too had a MAJOR CAKE MELTDOWN this weekend with a darn topsy turvy!!!! first time ever this happened to me....anyway, they ended up getting a two tier cake instead of a three....i offered the bride to refund her money....and they were so gracious and understanding...they wouldn't hear of it....even though they got all three cakes....of course the middle was in the back and was served when they cut the cake....that is still not what they ordered...i too made that middle tier cake 2 times....but in the end it just wouldn't stay up...i also, can't afford to give the money back and had to fork out money to make that cake again....but i still had to offer them something!!!! and as i said before they declined and loved the cake anyways!!! just offer something....most of the time people are very understanding!!!!!! sorry that happened to you...i feel your pain....as a matter of fact i am in pain today...so sore.....i guess from the stress of having to double time it!!!!! you handled it great!!! but do offer something!!!!!! |
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summernoelle
Forum Fanatic
Joined: Mar 08, 2007
Posts: 1409
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Mon Sep 24, 2007 1:29 pm |
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[quote="Pamela5"]
She was very nice about it, but I didn't make another cake for weeks. quote]
OMG, I don't even want to go into my kitchen! I have gotten 3 calls today for cakes, and turned them all down. What is wrong with me? A week ago, I was so excited about cakes, and today I just want to leave a message on my VM that says "On Vacation". There was one woman who called me today, and was so super demanding, that I almost told her "No cake for YOU!" Of course I didn't, but my attitude is not so great right now. |
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cakeatopia
Forum Addict
Joined: Aug 15, 2006
Posts: 614
Gallery Supporter Member
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Mon Sep 24, 2007 1:46 pm |
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I say give him the refund of the tt cake. Did he get what he ordered--nope. Plain and simple. he did not get what he ordered. And personally, he may not want to use you again so giving him a gift certificate for another cake or half off is not fair to him. I personally hate gift cards b/c I always spend more than what they are worth. He may not want to give you anymore business. Your cakes may be spectacular and yes, things happen, but bottom line--you did not deliver so to speak. Sorry, not trying to sound harsh, been married to a lawyer for 10yrs and was headed to law school (so I thought) when I was dreaming of carreers in high school--lol. Also thought about being a dr--so don't go asking any med questions--lol
eta--just looked at your gallery picts and you do very nice work--love the blue with (brown) scrolls cake. |
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sarahnichole975
Forum Addict
Joined: Jun 27, 2006
Posts: 794
Location: Down in South Louisiana
Birthday: Sep 21
Gallery Supporter Member
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Mon Sep 24, 2007 2:12 pm |
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Poor Darlin!
Been there done that. Topsy turvey's are just difficult. My very first one had problems, and it was for a wedding. Small home wedding, but still. As soon as I got home the phone rang and back I had to go. Disassembled and repaired with skewers and such, reassembled. (All in a really HOT house and with quite an audience.) I offered to refund whatever they wanted and they were insulted, refused completely, and continue to order all their cakes from me. Just a few weeks ago, I had the bottom tier of a 3 tier crumble and no time to do anything for it. Salvaged the top ones, and said I wouldn't accept payment for it. A week later, I got a check in the mail for 1/2 the cake. Which I humbly and graciously accepted, and didn't expect. Also, have taken orders for future cakes from her as well. People can surprise us. But I do have to agree that you should offer the refund. At least half and if he asks for more, I'd give it. And as much as it sucks to loose money on a cake, gaining a loyal client for being willing to at least try to make that loss, is a great thing. I'm anxious to hear what he says, please let us know and remember to climb back on that horse when you fall off. You'll remember why you love riding it! (((Hugs))) and keep your chin up!
Shoot I had to edit to say, you're sushi cake is fantastic! And I agree with the center being off. AND I would definitely recommend a center dowel next time. Your original cake was gorgeous! |
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Michele01
Regular Member
Joined: Nov 18, 2005
Posts: 172
Location: Virginia Beach, Va.
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Mon Sep 24, 2007 2:49 pm |
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I would just talk to him and see what he says. If you don't think he will want a refund, just give him a gift certificate like the other ladies suggested. I completetly understand how you feel about not wanting to do anymore cakes. I was in a place like that last week. I had done two wedding cakes the past two weeks. Though I feel I did my best, I was just not happy with the work. I didn't answer the phone either for a couple of days. But the cake I did this weekend turned out beautifully, and now I'm loving cake decorating again.  It was just a bad experience. Practice your topsy turvey's a couple of times, and you'll be good to go. You do great work, so don't let it get you down.
Michele |
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lovely
Frequent Member
Joined: Nov 22, 2006
Posts: 446
Location: Brisbane
Birthday: Dec 14
Gallery Supporter Member
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Mon Sep 24, 2007 9:00 pm |
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| frostedbliss wrote: | Hi Summernoelle,
Since I am not a professional decorator....I will speak from a customer standpoint. I saw your Sushi cake in the gallery. It is fantastic! I would not expect any refund at all for that. You gave him what he asked for. As for the second Daisy cake....I would expect a partial refund. They did get a cake, I see that you are a talented decorator so I am sure that you gave him something acceptable, but if it wasnt what he asked for or paid for then I would feel a partial refund is appropriate. We all make mistakes or have random bad incidents happen. It sounds like he is reasonable too. If you came to me and said "sorry....no refunds at all"...then it would be my right to go to another bakery in the future. It sounds as if customer service is important to you but also keeping in mind that you have a responsiblity to your buisness too. You will make the right decision....keep focused on your talent! |
Here here. I'm with you. I too would be happy with a partial refund of the difference of the cake and maybe a discount of a future cake. I'll always go back if the seller takes responsibility and most times happy with people stepping up to issues. It's when a seller simply refuses to co operate and you have been very obliging. Don't let your talent go to waste or pass it my way LOLOL |
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summernoelle
Forum Fanatic
Joined: Mar 08, 2007
Posts: 1409
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Tue Sep 25, 2007 4:43 pm |
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Well, I haven't heard a word from him, and I've tried to contact him 3 times.
What now? Should I mail him an apology with a voucher for a cake that costs the same? ($150?) |
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justme50
Frequent Member
Joined: May 15, 2007
Posts: 482
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Tue Sep 25, 2007 5:00 pm |
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DelightsByE
Forum Fanatic
Joined: Jul 26, 2004
Posts: 1229
Location: Williamsport Maryland
Birthday: Aug 23
Gallery Supporter Member
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Tue Sep 25, 2007 5:21 pm |
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Are you only using e-mail to contact him? If you are, you should probably call instead. Lots of people don't always check their e-mail every day.
I'd call - get a dialogue started. |
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cakesbycathy
Frequent Member
Joined: Aug 16, 2005
Posts: 467
Location: Cleveland, OH
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Wed Sep 26, 2007 10:52 am |
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A cake voucher that has to be redeemed with you is NOT the same as a cash refund, which is what this customer is entitled to. |
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summernoelle
Forum Fanatic
Joined: Mar 08, 2007
Posts: 1409
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Wed Sep 26, 2007 2:12 pm |
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I agree he is entitled to that. But do I give it to him if he doesn't ask for it?
I still haven't gotten a hold of him.
I had the idea of making him a 9 inch cake in the flavors he ordered, along with the voucher and a note, and just delivering it to him, like I would a normally deliver. Bad idea? |
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