refund question

Decorating By KoryAK Updated 12 Dec 2009 , 2:59am by sadsmile

lthiele Posted 27 Sep 2009 , 10:54am
post #91 of 123

Have just caught up on all 6 pages from last week! Kory - the cake rocks! Have to say that even if it was a single fade, MOST men still wouldn't clue in to "Oh man that looks just like my bike!" coz it's a cake!

Debi's got this right about the drama queen. IF and I mean IF the WHOLE day was based around the cake, would the bride not have made at least 1 phone call closer to the wedding to absolutely, 100% make sure it was right! I know I would have. This whole notion of the entire day was ruined and thousands of dollars wasted is complete crap! IMO icon_rolleyes.gif

kseevers Posted 27 Sep 2009 , 10:06pm
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Beautiful cake! Im sorry that happened. I have yet to have a crazy bride, but I am sure it will come someday. Like others have said, I think your interpretation of the idea turned out so much better than if it was the one fade up the whole cake. Some people just need to complain about everything!

homeschoolmomof5 Posted 28 Sep 2009 , 1:03am
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"If you're own opinion is not the one you depend on, you're totally blown about by the wind and circumstances beyond your control.

It's my opinion that counts."

That's fine, as long as you're in business to admire pictures of your creations and not to make money ~

dorie67 Posted 28 Sep 2009 , 1:20am
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Kory your cake is beautiful! princess.gif

-K8memphis Posted 28 Sep 2009 , 1:52am
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Quote:
Originally Posted by homeschoolmomof5

"If you're own opinion is not the one you depend on, you're totally blown about by the wind and circumstances beyond your control.

It's my opinion that counts."

That's fine, as long as you're in business to admire pictures of your creations and not to make money ~




You are of course welcome to your way of doing things.
I don't agree with you. And once again, for me, it's my opinion that counts.

-K8memphis Posted 28 Sep 2009 , 2:10am
post #96 of 123
Quote:
Originally Posted by K8memphis-

Quote:
Originally Posted by homeschoolmomof5

Keep in mind that as hard as we work on our masterpieces, we are still SERVING someone-and(barring the occasional nut-job) in the end it IS their opinion that counts.



I mean it's nice to get nice comments about your work and I'm not saying that blowing off complaints is good or right, they should always be addressed but frankly, my opinion of my work is the most important one to me. I rock.

You have to have a mindset like that. I see some folks on here just dying for some feedback and affirmation from people and dude, you can't control that, you can't depend on that. If you're own opinion is not the one you depend on, you're totally blown about by the wind and circumstances beyond your control.

It's my opinion that counts. icon_biggrin.gif




And there's the entire quote that illustrates what I was getting at.

I think a business run on the gasoline of the good wishes of others is running on thin fumes. You gotta be confident in yourself. Some people gonna love you some people gonna hate you then there's everybody in between--you gotta stand on your own two feet & know which way is up.

cakegrandma Posted 28 Sep 2009 , 2:13am
post #97 of 123

Kory,
Your cake is absolutely beautiful even though you had to hurry and redo it. I personally think the fade on each tier is prettier than if it was just done on the way she wanted it, however, that is my opinion, I did not pay for the cake. I also think you have handled the refund correctly as I stated in my previous post. There are people out there that know how to work the system to get money back and will continue to do so no matter what. I feel that if her husband had recognized the fade then all would have been forgiven for it being on each tier. I am so sorry you have to go though this but know that you have done the right thing in offering something to "ease her suffering" and you can sleep well at night knowing you are honest. Your cakes are beautiful!!!!
evelyn

Madiken Posted 28 Sep 2009 , 2:52am
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Wow, if that BEAUTIFUL cake ruined her wedding day she has a LOT of disappointment to look forward to in her life! Poor spoiled little thing!

Tee-Y Posted 28 Sep 2009 , 2:57am
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Kory, I want to be like you when I grow up icon_lol.gif

-K8memphis Posted 28 Sep 2009 , 3:08am
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Quote:
Originally Posted by Tee-Y

Kory, I want to be like you when I grow up icon_lol.gif




Yeah and to me, one of the reasons Kory is getting such great reviews here is because she didn't melt into a puddle of oh my Gawd somebody didn't like my cake I must throw money on this as fast and furious as I profusely apologize.

indydebi Posted 28 Sep 2009 , 3:21am
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k8, you're an antagonist and I luv ya! icon_lol.gif

Gefion Posted 28 Sep 2009 , 5:33am
post #102 of 123
Quote:
Originally Posted by K8memphis-



Yeah and to me, one of the reasons Kory is getting such great reviews here is because she didn't melt into a puddle of oh my Gawd somebody didn't like my cake I must throw money on this as fast and furious as I profusely apologize.




Oh man I totally snorted my morning coffee there icon_lol.gif

Melnick Posted 28 Sep 2009 , 9:00am
post #103 of 123
Quote:
Originally Posted by K8memphis-



Yeah and to me, one of the reasons Kory is getting such great reviews here is because she didn't melt into a puddle of oh my Gawd somebody didn't like my cake I must throw money on this as fast and furious as I profusely apologize.




No, I believe she is getting such great reviews because she owned her mistake, was gracious with how she dealt with her customer - she stated why things went wrong without trying to sound defensive - and didn't blow her off and made a fair offer of compensation as a starting point. That's what makes a class act in my opinion.

Mike1394 Posted 28 Sep 2009 , 10:03am
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Kory that cake ROCKS. A lovely piece of art. That bride is a screwball.

Mike

Loucinda Posted 28 Sep 2009 , 12:44pm
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Oh my what a GORGOUS cake!! Kory, your work is flawless, that is a fact. It is too bad that you have a bride that isn't happy with that cake - but you even know that it isn't what she ordered. She did contact you as soon as possible (via her mother - but still contact was made) to let you know it wasn't done as ordered. IMO - I would give her back cash, I would NOT want to have to deal with her ever again. To make her feel like she is the one in control - I would give her the option - you get $100 cash or a $200. gift certificate, you choose.

-K8memphis Posted 28 Sep 2009 , 12:48pm
post #106 of 123
Quote:
Originally Posted by Melnick

Quote:
Originally Posted by K8memphis-



Yeah and to me, one of the reasons Kory is getting such great reviews here is because she didn't melt into a puddle of oh my Gawd somebody didn't like my cake I must throw money on this as fast and furious as I profusely apologize.



No, I believe she is getting such great reviews because she owned her mistake, was gracious with how she dealt with her customer - she stated why things went wrong without trying to sound defensive - and didn't blow her off and made a fair offer of compensation as a starting point. That's what makes a class act in my opinion.




Not just though--to me it's more cause & effect if Kory didn't have her own backbone she woulda crumbled into a puddle of oh me oh my like many of our cake buddies do in similar situations.

Other cake buddies own thier issues with their cakes/clients and are gracious--they just about go on to own the national debt too and become the poster child (emphasis on the word child) for thowing out the baby with the bath water.

Oh me oh my, you din like the xyz here's my hard earned cake money--take it take it quick. I want you to have your cake and your money too. Dirty money. I earned it but we all know I'm not worth that--take it.

To me in order for her to own her mistake and be gracious she's had to decide her evaluation/opinion of her own work was more important aka level-headed than the bride's opinion of the cake. She's only offering a $200 gift certificate. In Alaska that's the equivalent of an 8" or 10" cake I think? She's not paying their mortgage, not putting the first born through college what's that about?

-K8memphis Posted 28 Sep 2009 , 1:48pm
post #107 of 123

And truth to tell--this issue is actually the biggest reason why I did not continue with caking at home when I learned it was illegal to do so--many moons before I got onto cake message boards. This like fifteen years ago.

I felt I needed to be legal so I could play hard ball when necessary. If I was not legal I didn't have a leg to stand on. Being legal to me was a means to an end of being able to wheel & deal. Otherwise I'd be at my customers beck and call and whim. Uh ugh not moi.

I had had a momzilla--she taught me that I needed to have my feet firmly planted.

That's all I'm saying. I'm not like giant head girl or something. And at the same time I know my work is excellent, sought after, brings joy, people do not forget my cakes, people feel lucky when they get a cake from me. Which is just like you!

dailey Posted 1 Oct 2009 , 2:53pm
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first off, i'm sorry this happened to you kory! you are such an amazing cake artist! and that cake is *gorgeous*!

its so nice to see you respond to the bride and take responsibility. wayyy too many members here *always* attack the bride and refuse to own up to their mistakes. customer service is *EVERYTHING* and its so refreshing to see that you are a true class act. i think you did the right thing with your response and hopefully the bride will accept your offer. if she doesn't, i personally would offer her a chunk of money back.

KoryAK Posted 2 Oct 2009 , 3:40am
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Thanks for the support everyone icon_smile.gif
I still have not heard a reply from the bride. I will wait until Sunday (1 week) then assume the offer is accepted and mail off her GC.

Keler Posted 5 Oct 2009 , 5:31am
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I believe a gift certificate is the best idea. When your running a business paying your customer isn't going to pay the bills. By making another cake for them your not going to miss out on all of the money. Although it does mean they'll be coming back and have to deal with them you will have the chance to make things right. You also might just win out that they'll never come back even with a gift certificate.
If her whole goal was to surprise her husband then you can help her do that with a cake on his birthday or maybe even for their anniversary next year. Yes it's not the top tier of their original cake like transition says but hey, it would be the top she always wanted.

Pookie59 Posted 8 Oct 2009 , 2:01pm
post #111 of 123

What a gorgeous cake and what a dumb, crybaby bride. Good grief, it was such a minor error and probably worked out for the best (design wise) anyway. If that little issue ruined her whole wedding, then is her whole life going to be ruined the first time the pizza guy brings the wrong kind of pizza?

No way should she get a free or hugely discounted cake. $200 gift certificate was generous, but with a whacko customer you probably don't want any repeat business from her.

erinalicia Posted 8 Oct 2009 , 3:15pm
post #112 of 123

I missed this thread from the beginning, but just read through it all. Kory, that cake is gorgeous! I was having a hard time picturing the fade on each tier vs. a single fade up the cake, but I must say that the multi fade is WAY better than I was picturing. I think that says a lot about your airbrushing skills. I've seen airbrushing that looks like my 2 year old did it.

I'm terrified to even attempt to try airbrushing for fear that my 2 year old could do better! lol....

I think you handled this in a classy manner and we should all take notes on how to deal with an unhappy customer/cake recipient.

icon_smile.gif

cakesdivine Posted 15 Oct 2009 , 2:11pm
post #113 of 123

Where's that bride, let me rough her up a bit for ya!....LOL!

She is CRAZY to think that what she invisioned would be prettier than what she got. It is an amazing cake! Ugh People!

ccr03 Posted 19 Nov 2009 , 9:23pm
post #114 of 123

Dude - I can't believe I sat here and read all of this.

1. KoryAK you handled it GREAT!!!!

2. Regardless of why the bride wanted the cake, if she's a drama queen, and even that the cake is freakin' awesome - it wasn't what she wanted and it was late. Cool - KoryAK knows that and offered waht she thinks if good.

psmith Posted 21 Nov 2009 , 2:04pm
post #115 of 123
Quote:
Originally Posted by Uniqueask

Quote:
Originally Posted by Alaskahsm

Okay, I'm not trying to start anything, but I know it probably will and I know I am also a new person, so it will seem strange me saying this, but here goes.

Most of the people that are saying give full refund or give huge refund, seem like they are newer people here. Do these people own business or just hobby bake? If you were running a business do you really think you would give a full refund for a small mistake like that? Come on, I don't even run a business, but I know that's not how it works.



I have been waching this post, for a while, and was not going to comment, but I agree with you 100%, and I am an hobby baker. People don't know or don't want to know until the shoes are on their foot.




I'm kinda new here and don't own a bakery and don't intend to bake professionally. I really admire you all that bake professionally. Just the 'fun' 'cost only' cakes I've done are very time-consuming and stressful. I'm not cut out for the big time and thankfully I know that. icon_smile.gifAnyway, I think in this case a total refund would be crazy. The baker did 2x the work on this one cake and while that isn't the bride's fault, it impacts the business and bottom line. IMO, since the bride was not upset enough to reject the cake entirely and allowed the cake to be eaten it shows a measure of acceptance in this deal. I think the baker handled it just fine.

Also, giving full refunds DOES bring out the 'something for nothing' nuts of the world. I have relative who has elevated it to an art form. They have closets full of junk that they collect just because they can get it free. Then they try to re-sell it or give it as gifts (dried out ballpoint pens, disposable razors and adult diapers are great gifts...who knew?!) They know every discount scam and all-you-can-eat buffet there is (to them, all-you-can eat includes wrapping the equivalent of another 2-3 meals along with all the condiments and some silverware and stuffing them in a tote...for later). It isn't that they are needy either. They work and buy expensive 'keep up with the Jones' type of big ticket items. But scams are a game/hobby to them and that is why it is so important to never encourage them. I could easily see my relative ordering a wedding cake just because they heard that a baker would give it to them free if they complained. Do they need a cake...no. Would they work this scam? Absolutely. These people are out there and they'll ruin your business if you let them.

MEO601 Posted 23 Nov 2009 , 9:23am
post #116 of 123

OK, THAT CAKE LOOKS GREAT BUT AFTER LOOKING AT IT, I CAN'T BELIEVE THEY PAID OVER $700 FOR IT!!! WOW...
BTW, CASH IS WAY MORE HONORABLE!!! icon_eek.gif

Cookie45 Posted 24 Nov 2009 , 1:20pm
post #117 of 123

After re-reading the initial post of what the cake was supposed to look like vs what she got-I can't imagine that cake looking classier than the delivered product. That you had to scramble to make another-all I can say is WOW!!! That is one beautiful cake and I cannot believe it was quickly put together.

LeckieAnne Posted 24 Nov 2009 , 5:39pm
post #118 of 123

For reference, I don't sell cakes - just a hobby baker. But, I have been on the bride's side in getting a cake that doesn't look like it was supposed to. It was 20 years ago - but I literally stood there and cried. I didn't have a very large wedding, but wanted a really nice cake. Now this was 20 years ago, so don't laugh, but I ordered a fountain and they didn't bring it. So the cake stood like 1/2 as tall as I wanted, and the burgundy color (yes, I now know that burgundy is a really hard color!) was not right. Yes, it retrospect, it's not a big deal. But on that day it was. I cut corners elsewhere to be able to afford to hire that cake lady. In the end - she refunded me $10 for the fountain. It wasn't about the fountain!

I think maybe sometimes we should remember that cake has really turned into such a big deal that people are willing to pay $5.00 + per slice for the art of it too. If they just wanted dessert, they wouldn't need to spend hours upon hours deciding exactly what that cake should look like, what flavors, etc.

The cake WAS beautiful! Not a complete disaster! I agree. But, it wasn't want she ordered. The look of the cake is at least 1/2 as important as the eating of it. I think she should be refunded cash, like 1/3 of the price.

There's a lot of pricing discussion on here, and it's always "need to charge for the art - not the cost of the cake". So why is the "art" not important when discussing a refund if the "art" wasn't right?

LeckieAnne Posted 24 Nov 2009 , 5:44pm
post #119 of 123

Oh - I hope I didn't sound too snotty there! You guys are all fabulous, and so helpful. I just feel really bad for the brides when I read these posts sometimes. (I am familiar, too, with those folks who complain about every little thing on purpose to get some money back - I'm not naive.) But it just doesn't sound like this bride was nit-picking.

And KoryAK, your cake was gorgeous! So sorry this happened to you! You did handle it very professionally and calmly! Hope it all works out ok for you.

JustToEatCake Posted 8 Dec 2009 , 5:38am
post #120 of 123

I was wondering whatever happened with this.

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