What To Do?....customer Issue

Business By cake4baby Updated 17 Jul 2010 , 4:52am by Luffie

shanshan Posted 21 Jun 2010 , 5:50am
post #31 of 94

She sounds like what ever you do or say will not be a good enough deal/answer for her. Someone you do not want to bake for ever again!
Good luck, hope it all works out well for you

cakesbycathy Posted 21 Jun 2010 , 1:56pm
post #32 of 94

Did you give her clear instructions on how to take apart and serve the cake? Did she know to remove the top tier? Sounds like she just cut into the top tier while it was still on top of the bottom so of course the cake got "squished".

If she is complaining about the cake pops then she is definitely just trying to get some money back.

i would email her back and say that you are completely confident the cakes were cooked and explain that cake pops are made with baked cake so you know that is not the problem. tell her that unfortunately if she did not cut and serve the cake properly there is nothing you can do.

do not offer a refund or discount on a future order. Let's face it, she's probably not going to be happy no matter what.

cakefusion Posted 21 Jun 2010 , 6:01pm
post #33 of 94

I think that your client is probably exaggerating. Even if the cake is not perfectly centered or if the fondant is bubbling in a spot or two, I just cant see a cake that size sliding or collapsing to the point where no one would eat it. If you put the straws in, then it held....plain and simple. If she did not use a serrated edge knife then the fondant would have pulled or torn when she tried to cut it, but that is not a defect on your part. Sorry you are having to experience this : ( Sounds like she's just a "bad apple" LOL.

cake4baby Posted 21 Jun 2010 , 6:28pm
post #34 of 94

Well it's now afternoon, and I still have not heard anything back from her.
And still have not received any pictures either.

I have come to the conclusion that she is crazy, loves to complain, or has never eaten cake before, lol.

Any who, I have typed up a letter not appologizing, but instead explaing all the factors that "could"have played a part in her complaint, very professional, not blaming her nor taking the blame of her alleged accuasations - that i still have no proof of. I went on to explain how the process of torting works and the process of making cake pops. I also explained that I had "test cakes" that were baked along with her cake from the same batter at the same time and they were cut and tasted and were fine. Included in this letter I put a gift voucher for 1 dz complimentary cupcakes as compensation for any inconviences that she may have encoured.

I did not want to just let it go, as I come from a strong customer service background, and dont like the idea of not making effort to resove an issue.
By the same token I did not want to offer anything regarding a discount on a "future order" as I hope she never tries to order from me again.

So even if she does claim the "12 free cupcakes" I am done and have made amens for anything my fault or otherwise.


If she ever sends any "proof" my way, I post an update....

Joyfull4444 Posted 21 Jun 2010 , 6:45pm
post #35 of 94
Quote:
Originally Posted by cake4baby

Well it's now afternoon, and I still have not heard anything back from her.
And still have not received any pictures either.

I have come to the conclusion that she is crazy, loves to complain, or has never eaten cake before, lol.

Any who, I have typed up a letter not appologizing, but instead explaing all the factors that "could"have played a part in her complaint, very professional, not blaming her nor taking the blame of her alleged accuasations - that i still have no proof of. I went on to explain how the process of torting works and the process of making cake pops. I also explained that I had "test cakes" that were baked along with her cake from the same batter at the same time and they were cut and tasted and were fine. Included in this letter I put a gift voucher for 1 dz complimentary cupcakes as compensation for any inconviences that she may have encoured.

I did not want to just let it go, as I come from a strong customer service background, and dont like the idea of not making effort to resove an issue.
By the same token I did not want to offer anything regarding a discount on a "future order" as I hope she never tries to order from me again.

So even if she does claim the "12 free cupcakes" I am done and have made amens for anything my fault or otherwise.


If she ever sends any "proof" my way, I post an update....





Good for you for standing your ground! And I might add, very professionally too! thumbs_up.gif

alvarezmom Posted 21 Jun 2010 , 7:38pm
post #36 of 94
Quote:
Originally Posted by cake4baby

Well it's now afternoon, and I still have not heard anything back from her.
And still have not received any pictures either.

I have come to the conclusion that she is crazy, loves to complain, or has never eaten cake before, lol.

Any who, I have typed up a letter not appologizing, but instead explaing all the factors that "could"have played a part in her complaint, very professional, not blaming her nor taking the blame of her alleged accuasations - that i still have no proof of. I went on to explain how the process of torting works and the process of making cake pops. I also explained that I had "test cakes" that were baked along with her cake from the same batter at the same time and they were cut and tasted and were fine. Included in this letter I put a gift voucher for 1 dz complimentary cupcakes as compensation for any inconviences that she may have encoured.

I did not want to just let it go, as I come from a strong customer service background, and dont like the idea of not making effort to resove an issue.
By the same token I did not want to offer anything regarding a discount on a "future order" as I hope she never tries to order from me again.

So even if she does claim the "12 free cupcakes" I am done and have made amens for anything my fault or otherwise.


If she ever sends any "proof" my way, I post an update....




That is very professional of you! What a nice gesture! You didnt have to as you have already figured out she is a PITA. I would only offer her the letter and voucher (12 free cupcakes) ONLY if she send you anything. If she doesnt then dont bother!!!

johnson6ofus Posted 21 Jun 2010 , 8:15pm
post #37 of 94

You are a better woman than I icon_biggrin.gif


But then again, if my 4 sons whined, they got NOTHING. Just because you whine, it is NOT a free fishing expidetion to see what you can get for free. <sigh>.

Compensation/ voucher (whatever) should ONLY be offered IF something went wrong that was your "fault" or preventable. IMHO...

I just hope it resolves in a satisfactory way for you, and your business.

1234me Posted 22 Jun 2010 , 7:35pm
post #38 of 94

Has she ordered your cake balls before? I have made cake balls and I have eaten cake balls made by others and I think they taste undercooked too - that is just the way they are. So, I can see where she may feel that way, but that is just the consistency of a cakeball. Just like those "lava" cakes some places are selling - molten or whatever - that have the runny layer of chocolate on the inside - just the way the cake is supposed to be icon_smile.gif

Kitagrl Posted 22 Jun 2010 , 7:48pm
post #39 of 94

I know...cake balls are supposed to be mushy inside. I don't like them. haha. BUT.... if she's going to order something, she should know what she's ordering!!!!! What, did she think they would be like little teeny round cupcakes?

Sounds like she likes dry cake. Really. With a torted cake with plenty of filling and also moist, "mushy" (haha) cake balls, she sounds like she was expecting dry crumbly cake and when she got moist, filled, torted, cake-ball cake she was ditzy enough to think its undercooked. Well duh nobody ate it, if she loudly announced that the cake looked undercooked!!!! Oh brother.

Sorry you have to go through this!!!!

Elcee Posted 22 Jun 2010 , 7:55pm
post #40 of 94
Quote:
Originally Posted by Kitagrl

I know...cake balls are supposed to be mushy inside. I don't like them. haha. BUT.... if she's going to order something, she should know what she's ordering!!!!! What, did she think they would be like little teeny round cupcakes?




I agree that she should know what she's ordering but I have never had a cake ball and never even heard of them until I read about them here on CC. If I had never been on here I would expect something called a cakeball to be comparable to a donut hole. To me the word cakeball describes a little ball of cake and not cake crumbs mooshed together with frosting icon_smile.gif .

indydebi Posted 22 Jun 2010 , 7:57pm
post #41 of 94
Quote:
Originally Posted by Elcee

Quote:
Originally Posted by Kitagrl

I know...cake balls are supposed to be mushy inside. I don't like them. haha. BUT.... if she's going to order something, she should know what she's ordering!!!!! What, did she think they would be like little teeny round cupcakes?



I agree that she should know what she's ordering but I have never had a cake ball and never even heard of them until I read about them here on CC. If I had never been on here I would expect something called a cakeball to be comparable to a donut hole. To me the word cakeball describes a little ball of cake and not cake crumbs mooshed together with frosting icon_smile.gif .



Elcee, I'm with you! I'd never heard of them either and when I looked up the recipe, I thought, "Ewwwwww! People EAT that stuff?"

Kitagrl Posted 22 Jun 2010 , 8:00pm
post #42 of 94

Yeah but if you were going to pay for them, wouldn't you say, "So...what are your cake balls that your website talks about? Are they like little balls of cake, or...?"

I usually don't just order stuff blindly.... I mean, I have customers ask me what fondant is like, what does it taste like, will it be okay on their cake, will their guests eat it, etc....why wouldn't they ask about cake pops?

I'm not saying they're yummy... LOL I'm just saying just because the lady ordered something she found out later she didn't like, didn't mean that the baker is at fault.

LoveMeSomeCake615 Posted 22 Jun 2010 , 8:18pm
post #43 of 94

I don't care for cake balls either, too icky sweet for me, and kind of a weird texture. But some people love them! icon_confused.gif

artscallion Posted 22 Jun 2010 , 8:27pm
post #44 of 94

Just explain to her that the cake couldn't have been raw because you torted it, so you saw the inside during that process. I would also explain what cake balls are to her. She may just be unaware, and on the heels of her "confusion" with the cake, may just be jumping to the conclusion that they are raw to.

I'd never heard of a cakeball either until I came to CC. I don't think it's unreasonable to think that she ordered them assuming that cakeballs are balls of cake...maybe dipped in chocolate or something is what I would have thought. With such a plain, descriptive name, it wouldn't occur to me to question what they were in the way that "fondant" tells me nothing about what it is.

Elcee Posted 22 Jun 2010 , 9:56pm
post #45 of 94
Quote:
Originally Posted by Kitagrl

Yeah but if you were going to pay for them, wouldn't you say, "So...what are your cake balls that your website talks about? Are they like little balls of cake, or...?"




Oh, I definitely agree with that!

Elcee Posted 22 Jun 2010 , 10:04pm
post #46 of 94
Quote:
Originally Posted by indydebi

Elcee, I'm with you! I'd never heard of them either and when I looked up the recipe, I thought, "Ewwwwww! People EAT that stuff?"




Yup, that.

Emma37 Posted 22 Jun 2010 , 10:24pm
post #47 of 94

Cake balls......I had never heard of them either.....tried them and this is what I thought--
Take a bite of cake filled with chocolate buttercream and that has a generous amount of frosting on it....chew this up a bit...not TOO much...then spit it into your hand, roll it into a ball and dip it in melted chocolate...freeze until ready to eat! tapedshut.gif
I didn't care for them icon_lol.gif

hilly Posted 22 Jun 2010 , 10:45pm
post #48 of 94
Quote:
Originally Posted by Emma37

Cake balls......I had never heard of them either.....tried them and this is what I thought--
Take a bite of cake filled with chocolate buttercream and that has a generous amount of frosting on it....chew this up a bit...not TOO much...then spit it into your hand, roll it into a ball and dip it in melted chocolate...freeze until ready to eat! tapedshut.gif
I didn't care for them icon_lol.gif




Exactly icon_lol.gif Very true description.

Dolledupcakes Posted 22 Jun 2010 , 10:53pm
post #49 of 94

I'm guessing she never sent proof of the collapsed cake...

I was dying to see what she could have considered "undercooked"

This lady sounds like my mother in-law.

Sorry you had to deal with this woman.

dreamcakesmom Posted 22 Jun 2010 , 11:43pm
post #50 of 94

I would not spend any effort chasing her down to rectify or explain yourself. The more you try and explain the more she will come up with to complain about. I have 2 small children and believe me there were a hundred cameras taking pictures and if either of their 1st birthday cakes "collapsed" there would be more than enough pictures to prove it. If you torted the cake then you know 100% the cake was cooked thru. If she contacts you again explain you need pictures of the cake AND the slice and if it has been longer than a couple days I would guess she has moved on.

DH2008 Posted 23 Jun 2010 , 1:17am
post #51 of 94

icon_cry.gif wow. Have to say this is my worst nightmare(aside from a cake tumbling to it's death on my watch or delivery). The cake looks sturdy to me except for the little buckling on the one side but how would fondant slide????????? Also, you did say 6 in. on top, right? That's hardly THAT heavy. Are the straws that you used regular drinking straws? I've only ever used wooden dowels for tiers hope thats not a stupid question. Please post pics IF you get them. I would almost bet you don't because she sounds CRAZY. icon_wink.gif

dozenredroses Posted 23 Jun 2010 , 3:04am
post #52 of 94

Sorry to hear about your nightmare customer. I think you handled it very professionally.

cake4baby Posted 24 Jun 2010 , 11:03pm
post #53 of 94

Ok so it is now thursady, mind you I allready mailed the letter that I had metioned previously.

I just received this email with 2 photos, one was too far from accross the room to even see the cake.
I attached the onther. Mind you this is the cake that she said, was collapsed, yet she didnt send any pics of a cut cake, no pics of a collapsed cake, no pics of the blowing of the candle.....just this and one pic with people and the cake waaaaayyyy accross the room....

Here is what her email said:
"I hope you understand this is a something I would not discuss with you unless it was SERIOUS! Please do not take this as a grain a salt. This was suppose to be the perfect birthday for my miracle princess. You must try to understand that my daughter went through several life-threatening events before she was considered a newborn. She was born at 27weeks gestation and after two months in the NICU, she was overtaken by an infection which sent her back to the level 3 NICU. Now you may feel that I may be overreacting With all the information I shared with you, I am looking forward to receiving half of my payment back."


Sooo, what do you think? I have allready sent a voucher for a dozen cupcakes, and she is requesting 1/2 of her money back.......
LL

artscallion Posted 24 Jun 2010 , 11:14pm
post #54 of 94

She's nuts. Ignore her and don't send her a penny. Seriously, trying to guilt trip you with her pregnancy issues!? What the heck does that have to do with your cake?!

If you feel you must respond, I'd simply say. "I'm sorry for your past difficulties,. But I don't see how that, or any other information you've provided, including the pictures, would warrant a refund of any kind. I'm sorry I cannot be of further assistance. But I do wish you and your miracle princess all the best." And try not to end it with "good grief lady!"

dreamcakesmom Posted 24 Jun 2010 , 11:24pm
post #55 of 94

I don;t see anything wrong with the cake? What am I missing? I would not even respond to the whole miracle baby scenario. Everyone else reasons why a 1st birthday is special and meaningful. I would simply reply. " I am sorry that your first birthday experience was not what you hoped it would be. I see the original picture of where the cake was stacked and if you could send me a picture of the damaged cake I can try and rectify the situation with you. Obviously she does not have one or she would have sent a collapsed picture!

cakesbycathy Posted 24 Jun 2010 , 11:26pm
post #56 of 94

"Based on the photo you have provided, the cake looks intact. Therefore, I will not be providing any additional discount. I consider this matter closed."

Doug Posted 24 Jun 2010 , 11:31pm
post #57 of 94
Quote:
Originally Posted by cakesbycathy

"Based on the photo you have provided, the cake looks intact. Therefore, I will not be providing any additional discount. I consider this matter closed."




any further communication can be with my lawyer, <name>, of the law firm <name>, XXX-XXX-XXXX

cakes47 Posted 24 Jun 2010 , 11:37pm
post #58 of 94

This woman sounds a bit looney tunes!!! That pic of your cake looks fine.
She just wants some money back & is trying to con you.

PLEASE DO NOT REFUND ANYTHING!!

I'm in total agreement with what Doug just wrote.
Good luck & keep smiling!!!

etr2002 Posted 24 Jun 2010 , 11:39pm
post #59 of 94

Okay, I'm a lawyer and if someone came to see me complaining about a cake and wanting a refund, I would politely but firmly show them out of my office if this was all the proof they had. She's trying to play on your emotions - ignore her. I too have a miracle child who we expected to die but did not and I would never use her for anything like this but especially a birthday cake that is absolutely adorable! Follow the last poster's advice about referring any further comments to your attorney, then ignore her and move on.

Melvira Posted 25 Jun 2010 , 12:05am
post #60 of 94

So a healthy baby is less worthy of a "decent" birthday cake? If her daughter hadn't had any meidcal problems she'd have only given her a WalMart sheet cake? icon_rolleyes.gif

That picture she sent only confirms that the cake was absolutely perfect, unless I'm as blind as Stevie Wonder...

And for cakeballs... I thought they were nasty too, until I tried making them without icing in them. I mix the cake with just a little heavy cream, just enough to make it stick together, a dribble really. Those are awesome. Frosting cake balls are mushy and nasty, and TOOO sweet. Ick.

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