Unhappy Client- What To Do?

Decorating By tinaOBeana Updated 15 Jun 2010 , 6:33pm by tinaOBeana

tinaOBeana Posted 15 Jun 2010 , 3:10pm
post #1 of 16

I have never had this happen to one of my cakes. 3 tier fondant cake, was fine before delivery, fine during 45 min delivery and then we were at site for 30 minutes with cake while florist put on flowers. Took pictures of cake, all is well and we left at 5pm. I got an email today from brides mother. she took pictures and sent them to me. at 6:30 near top of middle tier there is a bubble, then a pic from 7:30 and the bubble is huge! What the heck, her email was not nice and I need advice to smooth this over. Thanks for your help icon_sad.gif

15 replies
tiggy2 Posted 15 Jun 2010 , 3:21pm
post #2 of 16

Sounds like an air bubble. Was the cake allowed to settle before it was iced-fondant applied? Was the cake cold when iced or fondant applied? Both of these can cause gas to excape and result in air being trapped.

cakesbymark Posted 15 Jun 2010 , 3:31pm
post #3 of 16

post the pics so we can see exactly what took place

mayo2222 Posted 15 Jun 2010 , 3:45pm
post #4 of 16

Yes pictures would help. Is the brides mom asking for money back or what did she say in her e-mail?

tinaOBeana Posted 15 Jun 2010 , 4:20pm
post #5 of 16

she did not ask yet for a refund but I'm sure she will. The cake was baked wed, iced thurs and fondant fri , delivered sat, the whole time it was fine. Until an 1 and half after we left it. I will post pics

tinaOBeana Posted 15 Jun 2010 , 5:32pm
post #6 of 16

top 2 ones she sent 1st 730pm, 2nd was at 630pm and bottom was ours at 5pm

tiggy2 Posted 15 Jun 2010 , 5:36pm
post #7 of 16

Definately air bubble..........gas trying to escape.

tinaOBeana Posted 15 Jun 2010 , 5:37pm
post #8 of 16

How can I smooth this over with client? Refund half the money?

tiggy2 Posted 15 Jun 2010 , 5:42pm
post #9 of 16

Looks like the cake is sitting outside. If it was cold as it started warming up the air started trying to get it out. The warmer it got the worse it got. I don't thinkg I'd refund 1/2, maybe 10% on next order.

Karen421 Posted 15 Jun 2010 , 5:51pm
post #10 of 16

The cake was lovely! It sure looks like an air bubble, on that one tier. Maybe from sitting in front of the window? Half off seems like a lot for that, and I am guessing that they ate it (?) Are they looking for cash back or can you do a certificate for 1/2 off their next order?

ninjacaker Posted 15 Jun 2010 , 6:01pm
post #11 of 16

Air bubble. I bet from going from a nice cool air conditioned kitchen to a warm, more humid outside environment.

Half is too much. Maybe 20%? What is she asking for?

KHalstead Posted 15 Jun 2010 , 6:07pm
post #12 of 16

stinks she didn't call you right away, all you'd have to do is stick it with a straight pin and lightly pat the fondant back into place with your fondant smoother......would have taken 15 seconds to fix!

The rest of the fondant looks absolutely flawless!!!

Kitagrl Posted 15 Jun 2010 , 6:10pm
post #13 of 16

Awww its a lovely cake! That air bubble thing is such a dread...I had it happen for the first time for a bridal shower that I also attended...and the bubble did not show up until MUCH later...so its scary because you just don't know when its going to happen!!!!!

Its too bad they couldn't have had someone there poke a small hole in it and smooth it over and maybe add a flower....

I don't know how you'd refund for that, it was absolutely beyond your control. I know it has to do with cold cakes but on the other hand I always deal with cold cakes, I am not able to do them room temp for many reasons including storage room.

No fun. thumbsdown.gif I agree not 50% though...they still ate the cake, and it looked very pretty...and technically if they had called you right away, you could have asked them to deflate the bubble and press the fondant back into the cake and it would have been good enough for pictures, although cracked some....

I wouldn't go more than 25%.

LisaMarie86 Posted 15 Jun 2010 , 6:17pm
post #14 of 16

I think I would do 15 to 20% off.

Tracy7953 Posted 15 Jun 2010 , 6:26pm
post #15 of 16

I am sorry that happened to you. Your cake was gorgeous! I would sit tight and wait to see what she does. I know you are upset right now (who wouldn't be) but you will calm a bit and can decide what will be the best thing for you to do to feel comfortable about the situation. She should have called you right away. Personally, I would not offer much of a discount if any because of that.

tinaOBeana Posted 15 Jun 2010 , 6:33pm
post #16 of 16

I'm so glad I found this site, it is so nice to be able to talk with other cakers!
I know you can't win em all but it sure sucks. I left her a msg on phone and responded to her email saying I'm sorry and it's so unfortunate and offered 20% refund.
I've never had that happen after such a long time of everything being fine. Sometimes I think cake has a mind of it's own.
Thank you all for your advice, I really appreciate it.

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