I got my first complaint call today. I feel horrible. They loved the design but said the cake was inedible because it was too dry. I use Sylvia Weinstock's vanilla cake recipe and never had a complaint before. I am baffled as to why this time was any different. They said they saved the bottom half if I wanted it, but I just refunded the cost to make the cake and gave them a discount to use me again. Which I doubt will happen. Not a good day today.
Aww, I know the feeling! We had our first (and only) complaint several months ago, and it was very similar. They loved the design, but they sais the cake was too dry and not chocolatey enough. (It was red velvet, and they were expecting a chocolate rv rather than the classic rv we make)
In the future, it would be best to go ahead and have them bring the cake to you if they saved it so that you can see for yourself if it is really any different than it usually is when you make it.
As far as them using you again, they still might. You gave them a refund and a discount, so you showed them that you care about your product and want your customers to be happy. They very well may give you another chance.
Don't beat yourself up about it. If everyone else loves that cake, then obviously you are doing something right! Some people just have certain tastes or expectations about cake, and you can't please them all.
Happened to me recently, same exact complaint. It sucks.out.loud.
I hope it never happens to you again.
Thanks for the replies.. and encouragement! I have been open 2 years and this is the first one. I didnt think I would take it this hard though..LOL
So sorry! I love the SW recipe, it's a great cake. Maybe they didn't store it properly or left it cut and uncovered...any cake would dry out if it wasn't stored properly.
Also I don't like the texture of that cake after it's been refrigerated (probably because it's a butter cake) If I do refrigerate it, I instruct the client to allow it to come to room temperature before serving. That could have been the issue too.
Try not to beat yourself up, it happens to all of us. You handled it very well.
Sounds like you handled it very well, and it happens to the best of us
BUT I would still want to try what she has saved so you can know for your peace of mind what, if anything, was really wrong with it.