Didnt Like The Taste...what To Do?

Decorating By ktetchill Updated 6 Sep 2010 , 10:57pm by tallgood

ktetchill Posted 1 Sep 2010 , 12:55am
post #1 of 53

Hi,

I have been making wedding cakes for the past 2 years and have gotten such a great response i only work through referalls now. I just got an email that shook me to the core and dont know what to do.....

I am contacting you regarding the quality of cake at our wedding. First, I would like to thank you for the beauty of the cake and apologize for the delay in this correspondance. We were on our honeymoon and then busy with getting back to work.

Overall, the cake added to the visual display of the reception, very well designed. The flavor, on the other hand, left much to be desired. I was in a unique position to witness Jamies reaction at the cake exchange. Also, the 10 inch square was not the listed chocolate strawberry. It was a chocolate/white filling of some sort. From the tasting, I believe the filling would have been similarly colored.

I did not taste the 10 inch square as I truly did not want to take more than one bite. Following the wedding, it was brought to our attention that everyone thought the cake was horrible and it was not just us. The cake half went to waste, word quickly spread about the taste.

Additionally, my wife refused to keep our anniversary section because of the taste. I was truly convinced she was not going to swallow it during the cake exchange. It was the one blemish for a perfect day. I am embarrassed to have served it to my family.

I am sending this email as I could not find a listing for your number. Hopefully, we can come to some sort of resolution.

Regretfully,

So first off, they had a tasting and i have not changed anything since, they were pretty difficult customers from the get go....I did not recieve a final contract until a few days before the wedding, and the 10" cake had strawberry buttercream (which she wrote on the contract) the 8" had strawberry filling so i think he was just confused on that.

Anyways, should i give them all their money back or just a percentage and if so how much....I'm sick to my stomach about this and have NEVER recieved such an email before......

the other cake I had for the same day (so it can from the same batter and had the same buttercream) sent me an email about how phenomenal the cake was ?!?!

Help!

52 replies
Kimmers971 Posted 1 Sep 2010 , 1:07am
post #2 of 53

Sounds like another case of buyers remorse. I would contact the venue to find out if infact half the cake went in the trash. I would not refund any amount until you speak with the venue and if you can't get a response from them then I would send them an e-mail back stating you used the same cake for another customer and had rave reviews. Without the uneaten portion back you can not confirm their problem. Offer an free anniversary cake and be done with them.

mbark Posted 1 Sep 2010 , 1:31am
post #3 of 53
Quote:
Originally Posted by Kimmers971

Sounds like another case of buyers remorse. I would contact the venue to find out if infact half the cake went in the trash. I would not refund any amount until you speak with the venue and if you can't get a response from them then I would send them an e-mail back stating you used the same cake for another customer and had rave reviews. Without the uneaten portion back you can not confirm their problem. Offer an free anniversary cake and be done with them.



yep. I keep hearing about emails like this & wonder if possibly the couple is looking to recoup some money & knows you have no way to "prove" the cake was good, so goes looking for a refund.

cathyscakes Posted 1 Sep 2010 , 1:41am
post #4 of 53

Just wondering if it were a scratch cake, if you could have left out an ingredient? Were you able to taste the cake if you cut off any trimmings? I just feel like if people want a refund they should save a portion of the cake for you to be able to check the flavor. And it should be done right away. Not days later, someone could have brought it to your attention, and let you see what the problem was, if any.

Karen421 Posted 1 Sep 2010 , 1:49am
post #5 of 53

You would think that if it was as bad as they say, they wouldn't have waited so long to contact you. It does sound as if they are trying to recoup some money. I would definitely call the venue for some feed back.

ktetchill Posted 1 Sep 2010 , 2:24am
post #6 of 53

thanks for the responses...i took your guys' advice and emailed the venue so hopefully I can get a responseicon_smile.gif

The cake was made from scratch and I always eat the crumbs (I cant help myselficon_wink.gif And i did not notice anything wrong with it.

So I guess I will wait and see what the venue says, I did call back the groom and he did not answer so I left a message. And i figure if worst comes to worst I will give him back half since he did say half went into the garbage, so the other have must have been eaten.

adonisthegreek1 Posted 1 Sep 2010 , 2:34am
post #7 of 53

If they had a tasting and it was the exact same recipe, I don't think they are due a refund.

grandmomof1 Posted 1 Sep 2010 , 2:37am
post #8 of 53

Definitely sounds like buyer's remorse. I think the anniversary cake sounds pretty good to me. No cake. No refund.

KristyDi Posted 1 Sep 2010 , 2:38am
post #9 of 53

The e-mail sounds off to me. I can't figure out what you would have to do to a tried and true cake recipe to make it that different from what you served at a tasting. I mean unless you accidentally subbed salt for sugar or something. . .it just dosen't add up, especially since you tasted trimmings and didn't notice anything off. A normally good recipe made by an experienced baker dosen't just mysteriously taste awful.

Is there anyway the filling could have spoiled?

Make sure to ask them to describe specifically what was wrong with the taste of the cake. Their answer may help reveal whether or not they're lying.

cakesbycathy Posted 1 Sep 2010 , 3:19am
post #10 of 53

I would not speak with groom until you talk to someone from the venue. If he calls, let it go to voicemail.

If your other customer raved about the cake then it sounds to me like buyers remorse. Wait to see what info comes from the venue. If they report that the cake was eaten then you tell the groom that not only did you speak with them but that another client had the exact same cake and they raved about.

Don't be so quick to offer a refund (yet).

ktetchill Posted 1 Sep 2010 , 2:55pm
post #11 of 53

Okay....now what?!?!

I got this email back from the Father of the church where the reception and ceremony was.....

Katie,
I talked with the supervisor of the bar who worked the reception. He does
not remember any mention about the wedding cake or that some of it was
thrown out. Sorry for your difficulty.
Sincerely,
Fr. Tim

It's tough because I dont want to fight with this groom! But I guess now I have some proof that there was not a problem.

Karen421 Posted 1 Sep 2010 , 3:05pm
post #12 of 53

Now you respond very nicely; you had another client from the same batch and there wasn't a problem, you are very sorry, they weren't happy and offer an anniversary cake as a peace offering, but I would not do a refund! I think if you cave in to them, where does it stop? Good Luck

moralna Posted 1 Sep 2010 , 3:06pm
post #13 of 53

Stand your ground!!! Be polite, but firm and you know what - be honest. If the groom has not contacted you yet, when he does, just tell him that you heard back from a few people (hopefully the venue will call you soon, if not try them again) and say that no one noticed a problem with the cake or it having been thrown away. This is definitely buyers' remorse. If you want to be nice, offer them an anniversary cake, but DO NOT OFFER A REFUND. You did what they asked, end of story.

moralna Posted 1 Sep 2010 , 3:07pm
post #14 of 53

Stand your ground!!! Be polite, but firm and you know what - be honest. If the groom has not contacted you yet, when he does, just tell him that you heard back from a few people (hopefully the venue will call you soon, if not try them again) and say that no one noticed a problem with the cake or it having been thrown away. This is definitely buyers' remorse. If you want to be nice, offer them an anniversary cake, but DO NOT OFFER A REFUND. You did what they asked, end of story.

playingwithsugar Posted 1 Sep 2010 , 3:23pm
post #15 of 53

A member of another forum had a similar situation a couple of years ago. The pros in the group advised the her to add to her contract a clause stating that such problems must be addressed within a certain time frame of her choosing (they advised 24 hours) and that the unused portion of the cake must be returned, or there will be no refund in part or in whole.

Theresa icon_smile.gif

KSMill Posted 1 Sep 2010 , 3:44pm
post #16 of 53

Perhaps in your return email you should include a copy of the contract that the bride made notations on regarding the flavors. Good luck with this! Why don't people pay attention to their budgets BEFORE they order...this sure sounds like buyer's remorse.

cakeythings1961 Posted 1 Sep 2010 , 4:01pm
post #17 of 53

I'm not a cake pro, but I just have to say as a cake consumer, that contacting the cake baker/decorator many days or weeks after the wedding is ridiculous. It's like me going to Costco and saying, "Hey, you know that bread I bought here a couple of weeks ago, well, nobody liked it and I'd like a refund." No. No, no, no!

miss_sweetstory Posted 1 Sep 2010 , 4:01pm
post #18 of 53

I'm curious, did this couple order significantly more servings than they needed?

Cake thrown away at a reception doesn't mean much. People are often full, or busy dancing and don't eat a lot of cake. Thrown out cake could easily signify too much cake... and and overspending couple.

KayMc Posted 1 Sep 2010 , 4:12pm
post #19 of 53

I hope to hear an update on this. I agree with those who say it sounds like they're trying to con you.

cakes47 Posted 1 Sep 2010 , 4:16pm
post #20 of 53

PLEASE don't refund anything. You made the cake they ordered. It's just
another one of ''those buyer's remorse'' issues. You shouldn't have to
lose out anything. Besides, he said everyone hated the cake!!!! That's a
crock ... there's always people who like it.
Keep your hard earned money and offer them NOTHING!!!!!

indydebi Posted 1 Sep 2010 , 4:36pm
post #21 of 53
Quote:
Originally Posted by miss_sweetstory

I'm curious, did this couple order significantly more servings than they needed?

Cake thrown away at a reception doesn't mean much. People are often full, or busy dancing and don't eat a lot of cake. Thrown out cake could easily signify too much cake... and and overspending couple.


Or my personal favorite, the couple waits until the end of the night, when half of the guests have left, so they only use half of the cake. This is my BIGGEST peeve re: advice given by wedding magzs on when to cut the cake! icon_mad.gif I even hate to watch movies where the couple cuts the cake and then immediately they whisk out the front door to the waiting limo! aaauuuggghhhH!!!!!

TrixieTreats Posted 1 Sep 2010 , 4:37pm
post #22 of 53

It's funny, ya know, there are all kinds of people out there looking to rip others off. They figure they are entitled. It's funny that cakeythings1961 mentions going back to costco with a similar gripe. My mom was bakery manager at Costco for 12 years. She had a local tv news anchor do this exact thing....on more than one occasion. Brought back an empty cake box and wanted a refund, that it tasted bad...though everyone ate it. MORE THAN ONCE. And that's a cheap $16 cake..... People are amazing.

aundrea Posted 1 Sep 2010 , 4:52pm
post #23 of 53

nope no refund! offer them a freshly made anniversary cake since they couldnt save the original one you made them.
its definately buyers remorse.
anything "that bad" would have been address well before now.
good luck!

cakes47 Posted 1 Sep 2010 , 4:58pm
post #24 of 53

I wouldn't offer them an anniversary cake since they
'' C H O S E '' to toss it out!!

moralna Posted 1 Sep 2010 , 5:02pm
post #25 of 53

Please keep us posted on what happens.

neelycharmed Posted 1 Sep 2010 , 5:02pm
post #26 of 53

Sounds fishy to me, icon_confused.gif
Hope it all works out for you.
Let us know what happens, please.
Jodi icon_smile.gif

JRAE33 Posted 1 Sep 2010 , 5:04pm
post #27 of 53

I don't understand why anyone thinks they should get their money back because they don't like the taste of something?!?! A few weeks ago I got an ice cream cone...pineapple upside cake...and I didn't care for the flavor, there was nothing wrong with it, I just didn't like it. Should I get my money back?! Heck no. So even if bride/groom didn't like the flavor, even though they liked it at the cake tasting, that is not your problem...unless of course you made a huge mistake (like someone else posted, subbing salt for sugar) but since another cake made from same batter was fine, we know that is not the case. Too bad, really, that people feel so entitled!

allaboutcakeuk Posted 1 Sep 2010 , 5:12pm
post #28 of 53
Quote:
Originally Posted by indydebi

Quote:
Originally Posted by miss_sweetstory

I'm curious, did this couple order significantly more servings than they needed?

Cake thrown away at a reception doesn't mean much. People are often full, or busy dancing and don't eat a lot of cake. Thrown out cake could easily signify too much cake... and and overspending couple.

Or my personal favorite, the couple waits until the end of the night, when half of the guests have left, so they only use half of the cake. This is my BIGGEST peeve re: advice given by wedding magzs on when to cut the cake! icon_mad.gif I even hate to watch movies where the couple cuts the cake and then immediately they whisk out the front door to the waiting limo! aaauuuggghhhH!!!!!




Indydebi this is really interesting as I had this and tried to advise of - i thought it was just me! Cake cut late evening after a huge meal that included a desert of guess what.. chocolate cake (same as wedding cake but huge portions with cream!) and then everyone off to dance floor and drinking. half cake left. such a waste and the advice given not to leave the cake till that late or have it that size ignored icon_sad.gif

getting back to the cake I agree with the others with no full refund and especially as the Father confirmed that no one made a mention of cake thrown away or a problem with it. why leave it this late to complain. if someone had given me (in their opinion!) an awful wedding cake I sure as hell wouldn't wait till after a honeymoon to mention it even if I had to leave the complaint with someone else to deal with while I was away!

Dolledupcakes Posted 1 Sep 2010 , 5:31pm
post #29 of 53

Keep us posted please.

JohnnyCakes1966 Posted 1 Sep 2010 , 5:33pm
post #30 of 53

It's true that the filling might have been bad, but I think it's more likely that they got a beautiful cake for their pictures, and now they don't want to pay for it.

They can't pull this stuff on the caterer because the caterer is there when the food is eaten. They can't pull it on the florist because the florist hears the comments before they leave. The cake decorator is usually gone before the cake is cut, so they're an easy target. Honestly, it makes me want to stay until the cake is cut, just to avoid the possible headache!

Quote by @%username% on %date%

%body%