Unhappy Customer

Decorating By Cakechick123 Updated 16 Dec 2008 , 2:56pm by Cakechick123

Cakechick123 Posted 15 Dec 2008 , 1:27pm
post #1 of 28

I have just received the following mail from an unhappy bride.

Hi Riana

I was very disappointed in your sevices.

The cake we ordered was NOT what we got. Firstly the cake should have had choc fudge over it and should not have been white. Also i think the the cost of that cake was ridiculous as the cake was dry on the inside.

I am disgusted that you could do this to us and will surely not recommend you to anyone.

I want an explanation to why this was so!!!

I dont have any record that she wanted brown chocolate curls, the contract I sent her states white and she signed and sent it back to me. The cake was not dry as we had the off cuts and unless she left it for a week before eating it I cant see how this was dry. It also had a fudge covering, but it was white to match the curls, the filling was dark chocolate fudge. I did 3 other cakes for the same weekend and those brides all raved about my cakes. This cake was booked in 2007 and I gave her 2007 prices, tho it was a year in advance, as you can imagine ingedients has risen in SA as much as the USA, so I actually made very little on this cake. But should I give her a small refund?

I have my mail all typed up, ending with Im sorry that she was unhappy with the cake. Should I add
"Let me know what I can do to solve this problem?" I dont feel that I have a problem icon_smile.gif, tho she feels she certainly does.
Im attaching a pic that she gave me in our consultation. I made a note that she wanted it exaclty. The other pic is her cake.

The cake she picked

The cake she got

27 replies
hilly Posted 15 Dec 2008 , 2:21pm
post #2 of 28

I don't have any solid advice as I'm nowhere near a professional, but I think your cake is stunning. I have this feeling that this is just one of those brides who is trying to get something for nothing. I can't speak for the taste but as far as aesthetic equality to the inspiration cake, you hit the nail on the head.

juleskaye518 Posted 15 Dec 2008 , 2:29pm
post #3 of 28

I'm sorry you won't be recommending my cakes, but as you can see by the pictures and the signed contract, I did make the cake WE agreed upon.
Thank you...

janelwaters Posted 15 Dec 2008 , 2:34pm
post #4 of 28

I would send her back a copy of the contract pointing out where it says what she wanted "white" and where she signed it.

I certainly wouldn't offer her any kind of refund - you cake looks exactly like the other one!

I agree - she sounds like a bride looking for something for nothing...

BakingGirl Posted 15 Dec 2008 , 2:36pm
post #5 of 28

Seems like a classic case of buyers remorse to me. I am guessing the bills are starting to roll in after her wedding and she is starting to panic.

Just send her the copy of the contract she signed and the pictures. I would not offer her a refund at all.

Mencked Posted 15 Dec 2008 , 2:45pm
post #6 of 28

Ditto on the bride's buyer's remorse --Your cake is beautiful and I'd say she got exactly what she ordered--I don't think she needs any sort of refund, especially paying 2007 prices as she did and if in fact you produced what she had ordered (which you did!) Those pictures are truly worth 1000 words!

tracycakes Posted 15 Dec 2008 , 2:47pm
post #7 of 28

I think you posted in the wrong forum because it is a lovely cake and it looks exactly like what you ordered. icon_biggrin.gif It is not a disaster at all.

I don't have a business so someone else that does might have a better way to handle it. I would have her review the contract and show her what she signed off on. As for the "dry" issue, you know it wasn't dry but I'm not sure how you prove it. Maybe suck it up and offer her a 10% discount on a future order.

shellzey Posted 15 Dec 2008 , 3:06pm
post #8 of 28

i think your cake is beautiful and very well represents the cake she ordered. i too would send her a copy of the signed contract that states she ordered white. i wouldn't offer a refund.

sorry to hear you got that email. it is hard when you work so hard and have someone slap you in the face like that. focus on the brides who said positive things. your work is beautiful

KeltoKel Posted 15 Dec 2008 , 3:12pm
post #9 of 28

Unless there was some kind of miscommunication, I don't understand what she is talking about. Send her a copy of the contract with the pic she wanted and ask her again what she meant by a chocolate covering? Maybe the whole "white vs. dark" chocolate was not clarified. People hear chocolate and automatically think "dark" so maybe that is where the confusion lies?

I wouldn't offer anything back to her yet. Try to get more information. Do you know anyone who attended the wedding who also ate the cake? Can you call the reception place? Often employees get a taste of the cake "backstage."

I am so sorry this happened to you. You truly make beautiful cakes!

Michelle104 Posted 15 Dec 2008 , 3:14pm
post #10 of 28

First of all....your cake is stunning! Much more than the pic she brought you so I think you outdid yourself on that! Great job!

As far as her being unsatisfied....I would do what most everyone has suggested, send her a nice email, explaining that you did do exactly what you had previously agreed upon, as well as a copy of the signed contract and the pics you posted for us. Thank her for her business if you want to but definitely no refund....or discount for that matter. Is this the kind of customer that you would like to have EVER?? Let us know how it goes. thumbs_up.gif

CakesByJen2 Posted 15 Dec 2008 , 3:18pm
post #11 of 28

Well, your cake looks virtually exactly like the original and could not possibly be in closer, and it is beautiful. I think she either forgot what she ordered, forgot to tell you she wanted dark chocolate and thought she did, or is simply a dead-beat trying to get money back. Appearance-wise, she doesn't have a leg to stand on, unless the contract specified that she wanted it like the picture EXCEPT to substitute dark chocolate for white. I think I would send her a note saying that she never told you that she wanted the outside of the cake to be dark chocolate instead of white as shown, and that the contract she signed stated the cake was to be a reproduction of the picture she showed you, and that's what she got. Include a copy of the contract with the relevant parts highlighted. As far as taste, you can say that there were several other cake made at the same time with no complaints, and that in fact you had tasted cake from the exact batch as hers and you know that it was not dry. I would not offer a refund, or apologize. It was her mistake, nothing you did wrong. If you want to be polite, you could say something like "I'm sorry you were disappointed with the cake, but I'm not a mindreader and I can only do what is on the contract." I don't know if I would offer a slight discount on a future order as a show of good will or not.

janebrophy Posted 15 Dec 2008 , 3:18pm
post #12 of 28

Honestly, I think your cake is great. I am nowhere near a pro, but I think you did a great job! I really am starting to wonder if there's some sort of rumour going around bridal land, that if you complain about your cake after the wedding, and if you use the dreaded "D" word (dry - you know we all fear it!) that you are sure to get a refund! LOL!! I can't believe how many people are doing this!

knel Posted 15 Dec 2008 , 3:22pm
post #13 of 28

If she wanted "brown" chocolate swirly things on it, then she should have written it in the contract. What are contracts for, anyway? If she read it, understood it, signed it, then........it's really not your problem, just as you stated. Your cake is beautiful.

I am a people pleaser, and want to go out of my way to make others happy/pleased, but in situations like this, ... I would stand my ground.

chutzpah Posted 15 Dec 2008 , 3:28pm
post #14 of 28

The cake is very similar to the photograph. The candies are different and the curls are completely different, but not enough to make a fuss over.

buyer's remorse, obviously.

liapsim Posted 15 Dec 2008 , 3:32pm
post #15 of 28

I think your cake looks great! And I agree with CakesbyJen2...maybe the bride couldn't remember what she ordered or thought she did tell you that she wanted it that way and forgot. Weddings are hectic and maybe she just forgot! I don't think you were in the wrong though, considering she did sign the contract with the details on it. Good luck!

bmcd17 Posted 15 Dec 2008 , 3:43pm
post #16 of 28

Please let us know what the result is from this issue. I would love to hear what the bride says about the signed contract and the picture. I'm curious as to what her next response will be.

I agree with everyone else that you've done nothing wrong. icon_smile.gif

justfrosting Posted 15 Dec 2008 , 3:52pm
post #17 of 28

What a beautiful cake!! I would not respond at all.

Cakechick123 Posted 15 Dec 2008 , 5:46pm
post #18 of 28

Thanks for the responses. I realized it is not really in the right section, but I was so upset it felt like a disaster to me.

I did mail her back stating that according to the contract it was going to be white chocolate curls. She did mention once that the contrast with the brown and orange flowers would look nice, but at that stage we were chatting about the truffles. Maybe she confused herself.

Well this is her reply
From day one i informed you that i wanted the cake to be
brown as the brown and orange would match very nicely.
(this was also indicated on my menu's printed for the

When i showed you the picture i indicated that i wanted it
that way but with chocolate cake with the choc fudge

I think this poor soul has got no idea, in this mail she wants chocolate cake.... that she got, chocolate fudge ganache, she always wanted chocolate fudge... dont even know if you even get a fudge ganache, and that was NEVER mentioned. Also I dont have a clue what she means by its printed on her menu's, even if she said chocolate cake for dessert, its exactly what her guests got. icon_confused.gif And even if she said brown chocolate somehow on the menu, I never saw them so thats got nothing to do with me.
I did 90% of the details via email, only saw/chatted to her once during the consultation, everything else was in writing. I have now gone through each mail from her and there is no mention of brown chocolate or ganache. So Im putting this to bed.
Sent her another reply that as far as Im concerned whatever is in the contract is what she ordered and what she got. Soooooo glad the 1st thing I learned on CC is to do contracts thumbs_up.gif

adonisthegreek1 Posted 15 Dec 2008 , 6:04pm
post #19 of 28

Your cake is beautiful and if she signed off on white and there is nothing in writing to indicate milk or dark chocolate, you don't owe her anything. I know you want to compromise, but some people are just impossible and you're better off to just ignore them.

bethola Posted 15 Dec 2008 , 6:22pm
post #20 of 28

You did exactly right. If it's not in writing you are exactly right. You ARE NOT a mind reader! Yep! Buyer's remorse. SORRY!

How is it in South Africa by the way? Beautiful I KNOW because I just got some pictures from our missionary friend. It's funny that it's WARM at Christmas for you guys and we are expecting ICE tonight!

Beth in KY

smab109 Posted 15 Dec 2008 , 6:31pm
post #21 of 28

You are doing everything right... don't back down. Hopefully she will just let it go.

Aliwis000 Posted 15 Dec 2008 , 6:37pm
post #22 of 28

GOOD FOR YOU!! Too many times on CC I see people give refunds to people who didnt deserve them! (you all are just too nice icon_smile.gif ) It is so nice to see you stood up for yourself. She is just greedy. lol What does she think a contract is? Just a suggested way of doing a cake? You would have had more problems if the contract was wrong obviously but now she has no leg to stand on, and she probably knows it.


Jayde Posted 16 Dec 2008 , 1:12am
post #23 of 28

Honestly I would tell her that if the contract that SHE SIGNED was not satisfactory, then she should have told you right away. The simple fact that she signed off on the contract, without mentioning that something was wrong is her problem not yours.

Good Luck!

jennifer7777 Posted 16 Dec 2008 , 1:23am
post #24 of 28

You should've asked her if she forgot to take her medication before calling.

Michele01 Posted 16 Dec 2008 , 1:34am
post #25 of 28

If she signed the contract, that indicates that she read it. Tough Cookies for her. icon_biggrin.gif

cakegirl68 Posted 16 Dec 2008 , 1:41am
post #26 of 28

I will never refund the money back, don't do it, she sounds very unhappy maybe didn't went well that night and the cake bring her bad memories, your cake is beautiful!!!!!!! if you have a contract mail a copy back to her maybe this will refresh her mind....I just get so upset with people like this they order something and then they look for anything just not to pay... this bride sounds like a spoiled little daddy girl...

justfrosting Posted 16 Dec 2008 , 2:03pm
post #27 of 28

I think a standard reply for all of us in these situations should be something like...

"I have reviewed your complaint with Cake Central and the board has decided your request to be unreasonable. Any further inquiries can be taken up at CC.com."

Cakechick123 Posted 16 Dec 2008 , 2:56pm
post #28 of 28
Originally Posted by justfrosting

I think a standard reply for all of us in these situations should be something like...

"I have reviewed your complaint with Cake Central and the board has decided your request to be unreasonable. Any further inquiries can be taken up at CC.com."

icon_biggrin.gificon_lol.gificon_biggrin.gifthumbs_up.gif I will remember that in future.... and it sounds sooo professional icon_smile.gif

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