We got a call today from a lady we did a simple birthday cake for last week. She called to tell us that the cake was really dry and not good, and that everyone that had the cake was complaining about it. She also said that the buttercream didn't taste like real buttercream, that it tasted like it had shortening in it. She went on to say that it tasted like it had been frozen for several days.
I was shocked, but I told her I was sorry and that we would refund her money for the cake. She said she still had some of the cake and asked if I would like her to bring it in so we could check it out. I said yes, that would be great.
So after I got off the phone with her, we emailed another lady who we had done the same flavor and size of cake for, made from the same batch of cake batter. They went into the oven and came out of the oven at the same time. We asked her if everything was satisfactory with the cake and told her we really appreciate feedback as we are always interested in improving our product if necessary. She emailed back right away and said the cake was great, everyone loved it, and even sent us a picture of the little girl and her cake, which was fun to see!
So at this point we're stumped. As far as her saying it tasted frozen and the bc tasting like shortening, we don't freeze our cakes (we do put them in the fridge after we ice them to help with smoothing the bc, but that's it) and we don't use any shortening in our bc, it's all butter.
I went ahead and made her another cake in the same flavor for her to take and try.
When she brought the cake today, we tried it, and it was dry. Not horribly dry, but a little on the dry side. We asked her if she had refrigerated the cake when she got it home, and she said she had. I'm not sure if she served the cake cold, which I know cake straight out of the fridge is not best. As far as the timeline, we baked the cake Thursday she picked it up Saturday, she served it Sunday, and we tasted it today, Tuesday.
Anyway, we gave her the cake and her refund, and I hope she gives us feedback on the new cake. I just don't know what to think about the original cake, since the other one from the same batch was fine. I'm thrilled that the other lady was pleased with hers, but it stinks to not really know what went wrong with the other one!
I'm sorry to hear about the complaint, but in all honesty, I'd be concerned about how the leftovers were stored before you got to taste them.
In order for it to be a true representation of what you provided to her, she should have wrapped the cake well in saran & foil & frozen it immediately. If she didn't do that, you really don't know what the cake was like the day it was served. If it sat on the counter, cut, since Sunday, even under saran wrap, it would be dry.
I hope she appreciates what you did for her.
You could have a hot spot in your oven. Also the top shelf, even in convection, bakes faster. I rotate and change shelves in the oven that doea this or I would have a dry cake from the same batter in the same oven.
You did exactly as I would do, refund and try to make her happy with another cake. She is more likely to tell this story of how you stand by your products and how you converted her to a satisfied customer. This is advertising that you can't buy.
Thanks for the comments!
Is there anything you can do to fix a hot spot, or do you just have to know about it and be careful with it?