My Very First Complaint !!!!

Decorating By Dabhand Updated 26 Mar 2009 , 9:04pm by FrostinGal

Dabhand Posted 14 Mar 2009 , 11:47am
post #1 of 39

The last cake I have just done, I was really pleased with it looked pretty good, it was a sponge cake which I split & filled with jam & butter cream. They rang me to say that it wasnt cooked ! How can that be, surely it would have sunk & I wouldnt have been able to ice it & I would have seen the uncooked cake in the middle. they said it was runny & oily ???? I am really gutted & I feel bad - what has gone wrong ??? I have tried to attach the picture of the cake icon_sad.gif I have put in on CC 21st for rebbecca & football for her brother split.

38 replies
foxymomma521 Posted 14 Mar 2009 , 11:57am
post #2 of 39

1st of all, your cake is beautiful. Could it have been the filling that made it seem oily? What recipe did you use for your buttercream?

cupcakemkr Posted 14 Mar 2009 , 12:00pm
post #3 of 39

I agree, this is a great looking cake. I thought the same thing, if your cake wasn't cooked it would have been a nightmare to cut and fill. Maybe the filling absorbed into the cake making it squishy?

Dabhand Posted 14 Mar 2009 , 12:10pm
post #4 of 39

I puchased the BC from a shop - I have used it before with no problem - they said they would bring the cake round to show me, but havent done so yet.

foxymomma521 Posted 14 Mar 2009 , 12:13pm
post #5 of 39

they ate it??

Dabhand Posted 14 Mar 2009 , 1:18pm
post #6 of 39

Im not sure how much is left or if any was eaten ??

ladeebug Posted 14 Mar 2009 , 1:21pm
post #7 of 39

I wouldn't eat a raw cake and neither would they. If there are no remnants, no refunds. I bet your filling just made it extra moist. Beautiful cake, by the way! thumbs_up.gif

KeltoKel Posted 14 Mar 2009 , 1:27pm
post #8 of 39

Don't do a thing until you see the cake. I would also say it was the filling. How would you have been able to ice or fill it if it were runny in the first place? Tell them it is not the cake, but the filling that most likely made it runny.

Scox Posted 14 Mar 2009 , 1:34pm
post #9 of 39

Wait till you see it. They may just be trying to get a freebie off of you.

lomikesa Posted 14 Mar 2009 , 1:37pm
post #10 of 39

Your cake is beautiful, maybe the filling made it oily or too wet in the middle.


Bluehue Posted 14 Mar 2009 , 1:45pm
post #11 of 39

I am thinking also that perhaps the filling was absorbed by the sponge itself and they have mistakingly thought the cake wasn't cooked through.
I just went and looked at you cake - (and left a comment) and if it wasn't cooked then it wouldn't be as smooth on the top for you to cover because after a while it would have sunk - and of course you would have seen that when cutting it.
This might sound an odd question - but are they aware that you *filled* it ?
Maybe they just think the filling is raw batter - any chance of that ?
I know - sounds far fetched but just thought i would ask.

That might explain their complaint - if they didn't know and the sponge actually ansorbed some of the filling.
Just trying to figure out why they would say that. icon_confused.gif

Do hope there is a very simple explanantion to this situation and you feel better soon. icon_smile.gificon_smile.gif

Kitagrl Posted 14 Mar 2009 , 1:53pm
post #12 of 39

What flavor jam was it?

Also this might be a long shot, but depending on what kind of buttercream you used...if you put the buttercream inside along with the jam, its possible the jam could have caused the buttercream to seperate a bit, and the oiliness was butter from the icing? Usually if there is any butter seeping out of the icing, the cake will absorb it...but if there was jam right there with it, its possible the icing seperated into the jam a little. And then if the jam was like an apricot or other lighter could have mushed up with the buttercream and seemed like raw cake....

Gorgeous cake!

Dabhand Posted 14 Mar 2009 , 2:40pm
post #13 of 39

Thanks for all your great comments - I didnt acually say your cake is filled with.....I think they must have known ??? When the lady rang me I said are you sure its not cooked because I sliced it to fill it & it was fine, she said that she got a piece & couldnt eat it - they cut the cake last Sunday - maybe they were just trying it on as I havent heard anything else from them - it was red jam in the middle. All my family & friends we really shocked when I told them, they said they were probably trying it on. But when you have put so much time & effort into something & want the recieving party to be please with the results it just makes me feel sick - felt like giving up making cakes for people, a kick in the teeth I thinks its called - when she rang she did say it was a lovely cake (looking that is !)

Necey Posted 14 Mar 2009 , 2:57pm
post #14 of 39

First of all, your cakes are beautiful !..The very same thing happened to me last year when I made my first cake to sell...I was so pleased to have the order and going to actually get paid for my work..It was an order for a 50th. Anniversary cake and the couple were very prominent in the community. I took great pains with the cake, makng sure it was cooked ( like you, having cut it & filled it) and straight etc., etc. They came to pick up the cake and were very pleased. The next day I received a call from the lady. She said, "the cake was raw in the middle". I was very puzzled to say the least and my heart just sank. ( I had been thinking this lady could spread the word about my cakes). I told her I would come pick up the "bad" cake and reimburse her. She said, "I won't be home until after 2pm. , so you can just leave the envelope in my mailbox". I went to her home at 2:30 , saw a car in their driveway and her husband answered the door. I told him I came for the cake and started to apologize for it not being done. He said," well , dear, it's not that it wasn't done actually, it's just that the middle was a little soggy"
I said, "no matter, Mrs. so in so was so disappointed that you couldn't serve the cake, I will just take it , box and all, back with me and leave the money. He then said, Well dear, you won't need a box to carry it home in because there's none left". To make a very long story short, I never got the chance to actualy see my cake. In hindsight,the only thing I can see that might have happened was that there was a small spot in the middle that was still warm when I cut it open and the buttercream might have 'melted' into the warm spot, causing it to be soggy.
I left the money anyway. Lesson learned. Hang in there. thumbs_up.gif

Dabhand Posted 14 Mar 2009 , 3:22pm
post #15 of 39

Wow sounds like a similar experience - what a cheek! yes your right "my heart sank" - when she rang & said are your the cake made a cake for my granddaughter I thought whoopee another order - I will have to make sure I dont overcook them from now on. thanks for input.

Melvira Posted 14 Mar 2009 , 4:00pm
post #16 of 39

Necey... I see that you are new to cake central, so you don't know me yet. I am honestly very nice and fun to talk to, I give decent advice, and I ALWAYS like to help people. But right now, the only thing I want to do is kick your butt! I say that with love. icon_redface.gificon_rolleyes.gif Reading your story sent flames through my heart. I cannot stand to see someone taken advantage of, and baby, you've got a target on your back. I would like to personally throttle that woman! Here is some helpful advice for anyone who is new to this game. Now much of this is common business sense and lessons learned from other's bad fortune because as of yet (knock wood) I have not had someone try any of this crap on me. (P.S. Wouldn't work. Anyone who knows me can tell you that.) Now Dabhand, this is for you too because it sounds like someone is carrying a target they wish to pin on your back! DON'T let them!

1. GET IT IN WRITING!!! You don't have to have an official looking contract with legalease all through it, just something that says what flavor, what size, the basic details agreed on, and have them sign it. That way, no arguments. If they make a change, you write the change on it, date it, and note how they contacted you. In other words, if they changed it by phone they could not initial the changes, etc. Print out and attach the email if that's how it was changed.

2. If they complain about something to do with details. review the written document with them and have them explain exactly how you failed to meet that description. If the cake was consumed and it's just an issue of (we wanted SKY blue, not CERULEAN blue!) MAYBE give them a $5 gift certificate toward another purchase, but really... nothing is required.

3. If they tell you that your cake was raw in the middle and you torted it, therefore know it wasn't, explain to them that the filling they requested may have soaked in a little bit, softening the sorrounding cake. Apologize and offer them $5 (or $10, whatever) toward a future purchase of a cake that does not have that filling so they can see how perfectly baked your cakes are.

4. Make it clear that once the cake leaves your possession, you are no longer responsible for damage. If they throw it in the trunk and go for a drive in the country in the middle of summer, tough tooties! Now, if you go set up a tiered cake, leave, and it falls down because you were an idiot and didn't use ANY supports or cake boards, etc. then yes, that is an exception. But if drunk Aunt Hildy was doing the cha-cha and knocked into the table and the cake started to slide, again, TOUGH BEANS! The only damage you are responsible for is what happens due to your NEGLIGENCE, and they should contact you immediately, not wait a week! You need to be able to see the damage and determine that it was actually your fault.

Most important rule: If they ate it, they are paying for it. If something went wrong, whether it was your fault or not, they are not getting a full refund if the cake was served. At the very least you need to cover your costs of making the cake. If you did something boneheaded, then yah, they get all the rest back, but don't feel obligated to give refunds. How do you think other bakeries would act if she walked in and said, "That cake was raw in the middle!!" The first thing they'd say is, "Where is it?" When she said it was eaten they'd say, "Thank you, come again." Never be so desperate to 'make a name for yourself' that you get in the hole and get abused by customers. Guaranteed, the only name you'll make for yourself is "Wendy Wishywashy" that we can get free cakes from any time we want. If you don't think Mrs. Richie Rich told everyone how she bullied you into a freebie... think again! The fact that the woman expected you to come to her and leave a full refund in her mailbox... she couldn't even deign to be there to get it from you, makes me sick to my stomach. You are a talented individual, you should not be treated worse than a stray dog.

Wow. Long. Sorry. But these are things that everyone needs to know... stick up for yourself, don't let customers push you around, or you are going to make a bad name for yourself. Ask any of the 'experienced' bakers around here, they'll tell ya straight.

Necey Posted 14 Mar 2009 , 4:40pm
post #17 of 39

Thanks for your "advice" . I cringe myself when I look back at that day icon_cry.gif ..I am happy to report that I have changed my willingness to be abused by customers icon_smile.gif ....I have learned a lot in the past year, mostly about myself !...This site is awesome and the experienced bakers share so readily. Checking this site is like going to school for a while everyday.
Thanks again for looking out for us 'newbies' thumbs_up.gif

Melvira Posted 14 Mar 2009 , 5:05pm
post #18 of 39

Hey Necey, I'm glad you don't think I'm trying to rip you a new one!! I honestly do mean it with respect and love!! I'm glad to hear that you've come so far from that instance! Glad to have you here!

cindww Posted 15 Mar 2009 , 1:51pm
post #19 of 39

Melvira, your post cracked me up. I think all contracts should be worded with the exact words you used in your email.. including, " Tough tooties, Aunt Hildy doing the cha-cha, TOUGH BEANS! and Mrs. Richie Rich"..wouldn't that be something? icon_smile.gif

Melvira Posted 15 Mar 2009 , 3:49pm
post #20 of 39

Hahahaha! I agree! Wouldn't it be nice if we could just spell it out that plainly? By the way... in case you missed it, sarcasm is my superpower! icon_lol.gif

sadsmile Posted 19 Mar 2009 , 3:22am
post #21 of 39

Did they keep it around all week and try to eat it too late?

People don't know that you can't leave a cake in the car while out or even out on the counter at room temp and try to eat it a week later...hahaha of coarse it isn't going to be the same! it wouldn't even be the same cake if it was refridgerated all week. Time changes texture. The cake made- er a sold at the grocery stores(because we all know about the 5x's defrosted and shipped thing) have soo much additives they are challenging twinkies for shelf life. People expect that stuff they buy to last forever and a garatee no matter what they in their ignorance do to it. Pahh-leeze.

KrissieCakes Posted 19 Mar 2009 , 3:24am
post #22 of 39

Wow Melvira! There are some other people on here that need to take a look at how you wrote your post! I think a lot of hurt feelings could be spared on this site if some people put the thought into what they say the way that you obviously did. Great advice and well put!

Melvira Posted 19 Mar 2009 , 12:55pm
post #23 of 39

Thanks KrissieCakes... I try to be diplomatic because I don't want to make people think that I am some power hungry hedonistic witch that delights in making them feel like the muck stuck in the tread of my shoes! Oh wait... that explains me exactly! Nevermind! icon_lol.gif Kidding of course. But, I find that a little humor and some straight talk goes pretty far. I love my pals here and I just don't want to see them used up like old hankies!

KrissieCakes Posted 19 Mar 2009 , 3:04pm
post #24 of 39

You're welcome Melvira! When I read this yesterday I had just finished reading some pretty ridiculous threads and it was refreshing to see your post. You are one CCr whose advice I value and I enjoy your brand of humor. I haven't seen a post from you in awhile...believe it or not, probably since the spencersmom debacle. I guess I haven't been hanging with the cool crowd lately. icon_smile.gif I've been busy dying my hair pink and following my dreams of becoming a "dancer." icon_smile.gif

edited - to fix you're....I hate when people mix up your and you're!

Melvira Posted 19 Mar 2009 , 3:25pm
post #25 of 39

Yah, I've been kind of hiding in a few threads, keeping my nose out of it for the most part. I can't stand to see people tear each other down for no reason. And trust me... I have opinions on those threads, and plenty of things I'd like to say, but I know better. Shut it... and then you offend no one. icon_rolleyes.gif I feel that getting into a fight isn't productive and it's not going to help anyone, so I try to steer clear as much as I can. But thank you for your kind words, I take them to heart and throw all the other garbage I hear out the window. Oh great... now I'll get a ticket for littering! I was speaking figuratively guys... no need to send the 'green police' after me! Hehehe

Melvira Posted 19 Mar 2009 , 3:26pm
post #26 of 39
Originally Posted by KrissieCakes

I've been busy dying my hair pink and following my dreams of becoming a "dancer." icon_smile.gif

BTW: You GO girl!!! I'm thinking about switching to pink right now actually! thumbs_up.gif

Deb_ Posted 19 Mar 2009 , 8:20pm
post #27 of 39

melvira and krissiecakes, I agree I miss the "good ole days" of the "officially embarrassed" thread. Hey, krissiecakes how's the......what was it............"stripping" going? hehehehe icon_lol.gif

I know what you mean about the drama, I'm staying clear of that "almost poisoned someone"'s taking restraint, but I refuse to be pulled in.

To the OP, have you heard back from your client yet?

sweetjan Posted 19 Mar 2009 , 8:38pm
post #28 of 39

You all are so funny talking about the 'poison' threads....what's up with that? Seems like there have been more of them lately... icon_cry.gif
And yes, Melvira, you handled your comments well...thank you!!!!

Melvira Posted 20 Mar 2009 , 12:25pm
post #29 of 39

Don't lie now, I've read that thread from post #1. I popped into it after the first four comments and knew immediately to stay out. No sirree... I am not going there. icon_rolleyes.gif

_ROYALTY_ Posted 20 Mar 2009 , 4:00pm
post #30 of 39
Originally Posted by dkelly

melvira and krissiecakes, I agree I miss the "good ole days" of the "officially embarrassed" thread. Hey, krissiecakes how's the......what was it............"stripping" going? hehehehe icon_lol.gif

I know what you mean about the drama, I'm staying clear of that "almost poisoned someone"'s taking restraint, but I refuse to be pulled in.

To the OP, have you heard back from your client yet?

YEP, that was me! ((raises hand))
tsk tsk tsk icon_redface.gif

Well Melvira, i want to thank you as well, and ALL of you guys actually, for making my first week here memorable to say the least! I have learned so much and honestly I did NOTHING on Tuesday at work other than be on CC all day!!

As for this thread, I did have something similar happen, I had made a cake for this lady who was most likely Mrs. Richie Rich's step sister.... she went to pick up the cake, ooohh'ed and aaahhh'ed over it and then went on her way. Later on that day she called to say that 'this was wrong ((it wasnt)), that was not lined up ((it was)) and the color didnt match' ((it did)) I was pretty hurt because I spent three days making sure that cake was perfect (I have a touch of OCD... oh and road rage, but thats another disaster story for another week... Im still picking thorns out from the last one so i thought I would wait a while icon_razz.gif ) Anyhow, my bosses wife attended Mrs. Rich's party and overheard her saying to someone else "oh honey all you have to do is complain about the cake and they get so shaken up they give you a full refund" she then went on about how she would give the lady my information so she can get her a cake as well.... ugh NO!! My bosses wife told me the very next day (I had already given Ol' Witchy Rich her money back, drat!!) Needless to say from then on I did pretty much what Melvira said and had a sort of contract with more clauses than you can shake a lollipop Santa at!!

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