Thank you all so much for all the wonderful input and a variety of opinions. I respect you all so much and appreciate it! I don't have friends in the cake biz locally to bounce this one off of, and I really never get complaints, (just lotsa love!), but I've dealt with complaining customers in our other business enough to see a pattern with my last 3 complaints (all similar to this).

What I find stunning, all else aside, is the just overwhelming trouncing rudeness and insulting language these women jump in with, right on the first email. Not a friendly mature, "Hey, there was an issue with our cake. Can you give me a call and we can see what possibly caused this?" Nope, just in-your-face crazy rude. I guess that's what makes anyone want to slap them back. Really?!? You want to be that rude, insult me, my work, my recipes, imply all sorts of things, and then I'm supposed to smile and hand you all your money back TOO. What planet are they from?? I don't have TV, but if this is what reality TV is promoting (behavior-wise), this is a sad day for business owners.

I will email her tomorrow morning and let you all know what I happens. And not to worry, I'm the soul of diplomacy when handling customers, especially if it's in writing.

Will keep you posted, of course. Pray for some sleep for me tonight--I seriously got about 2 separate hours last night. From 11-12 a.m. and then 6 to 7 a.m. I'm going to go pour a straight vodka over ice and put my feet up in the breeze outside for a bit.
xo

Goodness. This is a tough one. Knowing your business and professionalism from past posts, I have utter confidence that the cake in question left your bakery delicious and beautiful.

That said, this is a lesson for you- there is NO way I would EVER let a wedding cake out of my bakery 24 hours before the wedding to sit who knows where for who knows how long before it was served.

I know I'm being overly protective, but this is exactly why. I'm a control freak, and these cakes are the ones that are going to get mistreated.

I guess while it isn't your fault in ANY way that their cake was served cold or whatever they did to it, I would say that if I were in the position you are in I would hold myself accountable for at least part of it because I let it all happen in the first place. No contract, cc over the phone....pickup 24 hours in advance. It just screams issues.

I would offer partial refund. I know you are cringing. I know you don't want to let her get away with it. But I can see NO good coming from dragging this on.

And let this be a lesson to all of us- cake situations that start out "out of the norm" may end up in a forum post on CC.....

Goodness. This is a tough one. Knowing your business and professionalism from past posts, I have utter confidence that the cake in question left your bakery delicious and beautiful.

That said, this is a lesson for you- there is NO way I would EVER let a wedding cake out of my bakery 24 hours before the wedding to sit who knows where for who knows how long before it was served.

I know I'm being overly protective, but this is exactly why. I'm a control freak, and these cakes are the ones that are going to get mistreated.

I guess while it isn't your fault in ANY way that their cake was served cold or whatever they did to it, I would say that if I were in the position you are in I would hold myself accountable for at least part of it because I let it all happen in the first place. No contract, cc over the phone....pickup 24 hours in advance. It just screams issues.

I would offer partial refund. I know you are cringing. I know you don't want to let her get away with it. But I can see NO good coming from dragging this on.

And let this be a lesson to all of us- cake situations that start out "out of the norm" may end up in a forum post on CC.....

Goodness. This is a tough one. Knowing your business and professionalism from past posts, I have utter confidence that the cake in question left your bakery delicious and beautiful.

That said, this is a lesson for you- there is NO way I would EVER let a wedding cake out of my bakery 24 hours before the wedding to sit who knows where for who knows how long before it was served.

I know I'm being overly protective, but this is exactly why. I'm a control freak, and these cakes are the ones that are going to get mistreated.

I guess while it isn't your fault in ANY way that their cake was served cold or whatever they did to it, I would say that if I were in the position you are in I would hold myself accountable for at least part of it because I let it all happen in the first place. No contract, cc over the phone....pickup 24 hours in advance. It just screams issues.

I would offer partial refund. I know you are cringing. I know you don't want to let her get away with it. But I can see NO good coming from dragging this on.

And let this be a lesson to all of us- cake situations that start out "out of the norm" may end up in a forum post on CC.....

I wish there was a way she could accidentally come across this thread just to see how crazy rude all these people think she is.

I hate that this is still going on for you. And even if there was a problem with the cake (not that I think there was for a minute), this woman is ruining her daughter's wedding with all this yelling! I wish the Bride would start sticking up for her own wedding.

I am proud of you for not just turning into a pile of crying mess the way I probably would. I hope things work out! Good luck!

Sounds to me as if they wanted a big cake for picutres, then since only needed a small amount, thought they could get their money back by a complaint and threat. Hope it works out for you.

Sounds to me as if they wanted a big cake for picutres, then since only needed a small amount, thought they could get their money back by a complaint and threat. Hope it works out for you.

At 7 a.m. this morning I got an email from MOB saying that the bride's new husband has been rushed into ER and possibly surgery and the bride is too upset and preoccupied to discuss this right now, so "if she doesn't show up tomorrow (friday, with 10dayold cake), that's why. But THIS issue is NOT over".

sincerely
etc


wth?

I'm going to send a nice email around 10 am that says I'm so sorry to hear that, and that there is no need for the bride to drive an hour over here to show me 10 day old cake tomorrow, as I won't be available either, we'll be praying for recovery for him etc.

THEN If she gets back to me with whatever she expects me to do, I will explain to her that the issue is simply that they served a perfectly baked but freezing cold cake to their guests, and unfortunately that is not a money-back complaint. (If you serve a frozen pizza at a party and you fail to follow the instructions, so it ends up going on the plates frozen in the middle- your guests will make faces too, but you won't get a refund).

dh is like "WHY are you still discussing this??" lol

Yeah, sure he went to the hospital, right, okay.

I don't know if you've already emailed them but i'd add that it's pointless to bring back cake that old since the quality won't be representative of what it was on the wedding day. Then the rest of what you were going to say.

Here is what I just sent her. No sense waiting, when someone says "this is NOT over". Oh, yes. I think it IS.


Hi MOB--Very sorry to hear about (groom); please let (bride) know our prayers will be with him. In any case, there is no need for her to make the trip over here, as her cake is now 9 days old.



The explanation for your issue can be found within your own original email description and phone conversation. Italian meringue buttercream cakes need to be allowed time to come to room temperature to soften the butter content in the icing, filling, and cake before serving. The fact that the filling separated from the cake (which indicates overly firm filling and cake at cutting time) means that it was obviously served much too cold and not given time to sufficiently warm up before cutting.

This was clearly indicated in the release of liability and instructions that were signed and left at the bakery, as well as in the copy sent with the cake at pickup on Friday, 24 hours before the wedding. Verbal instructions were also given in terms of set up timing. From pickup onward, your group assumed responsibility of the transport, environment, and final set-up of Sadie's cake, as well as storage for the ensuing 24 hours or so between cake pick up and cake cutting and serving. An issue arising from cutting and serving a cold cake, having not allowed adequate time for it to come to proper room temperature, is not something we can offer compensation for, as those are circumstances beyond our control; hence, the signed instruction and release of liability form. Our cakes are recommended to be set up at the reception no less than 30-60 minutes prior to guest arrival to most receptions, where there is usually then a meal served, toasts made, etc., followed by the cake cutting, which allows sufficient time for the buttercream and cake to come up from refrigeration temperature.

We would be happy to offer (B and G) a free anniversary cake in the flavor of their choice for next year at no charge, or sooner, if they would like. I will let (bride) know all this as well. Beyond that, we would recommend discussing this with whomever was delegated the responsibility of timing for set up of the cake at the reception venue.


CASE CLOSED woman
If she wants to pursue it further, go ahead

I await her reply with bated breath

Oh Kelly,
you and me both baby.

You can be sure it won't be friendly.

I HATE confrontational people, but I refuse to be bullied.

I'm glad you took the stand you did and still promoted goodwill for your business. I'm just surprised that the MOB did not call to tell yu the groom got ill off your cake, thus more proof it was inedible.

Perhaps the groom is in the hospital because the MOB drove him there? I'm just say'n... she's probably a problem all around!

The timing of the hospital visit does sound suspicious, but again it's best to assume that the customer is telling the truth (and that might explain why it took so long to complain about the cake if there were other health issues to worry about).

Your email reply sounds perfectly reasonable when read by someone who is thinking logically and has their emotions in check. My concern is that the customer will interpret the email as saying "your fault", "not my problem", etc., and this will make things worse (especially the offer of another free cake when she didn't like the first one).

Granted, this issue was probably the fault of either the customer or the venue, but going above and beyond to provide compensation even in cases where you are not to blame is what separates average customer service from excellent customer service, and if you are selling a premium product you should be striving for excellent service.

The best you can hope for at this point is that the customer forgets about you or is preoccupied by other issues, but I have a feeling you will end up battling this issue and the negative PR generated for a long time.

I suggest that if the bride takes you up on the offer of a free anniversary cake (and she probably won't, but you never know) you carefully define the size you'd offer.

I texted the bride to say sorry to hear about G and that she need not worry about driving over, as her cake is now 9 days old, and she needs less stress in her life now, not more. Offered free anniv tier and said I had emailed her mother about the issue.

Apple doesn't fall far from the tree-- B texted back that 'a free tier was already paid for' and she doesn't understand why I'm not making this right, upset that it was tasteless and her guests 'took a bite and threw it out" , and etc etc. and that they followed the instructions. (I had one of her cake's leftover cupcakes LAST NIGHT, warmed up for 5 seconds in microwave and it was still fine, like they always are.) In fact, I'm serving them at a tasting today as a little experiment...

I replied to her that if she checks her invoice AND the website, anniv tiers are free for 100 servings or more, hers was 74 servings, but we can still offer it, and that the email explains the situation.

She's just arguing that 'we did what the instructions said' and that I "told" her they get a free anniv tier. No, athough it is usually mentioned at the initial consult (tasting in her case). Free anniv cakes come with 100 servings or more. It is not offered anywhere in our correspondence or her invoice. wow

I'm not responding back. I'm standing by my email, as they are just going to get nastier.

If anything more happens at this point, I will just say that since the anniv tier is usually $25 if ordered for cakes her size, I can offer that amount credit back and leave it at that, which is probably better, since I doubt I want them coming back here to pick up more cake.

MOB will still complain and say that $25 is not enough, but at this point they aren't getting more than what I've offered.

Maintaining professionalism in the face of so much rudeness is a challenge, let me tell you.

You could ask the bride for the guest list with phone numbers so you can "apologize to them" personally.

I'm sure she wouldn't give it to you - you might ask them about the perfectly fine tasting (if a little cold) cake!

I'm sure this mob is used to doing this everywhere. If you yell loud enough about 'customer satisfaction' (which they keep mentioning) and 'making it right', they can hope that it sounds like they were wronged.

This cake is good. It wasn't dry (it was actually almost underbaked, which I saw when I torted it).

They have mentioned that they spent X amount on it, and it's a lot of money and more than they ever spent on a cake, so there's your first clue.

They just want a bunch of money back.

My replies from now on with them will be super brief and very few, as at this point it will just be an argument. $25 credit for free anniv cake, yes or no? If no, then I will make a note of that and this issue is now CLOSED.

you have no idea!

I am not a patient or very tolerant person at heart, (sorry but it's true and I work on it a lot!) so you can't believe the blue streak of talking-to-myself dialogue going on while I'm working today.

Thank goodness I work alone!! lol

It might be worthwhile to have a friend or family member skilled at verbal rhetoric contact the customer as your "business manager" to help defuse the situation. As it stands, the mutual animosity between you and the customer will only make things worse.

If the cake was 74 servings the order must have been around the $300 range, IMO a $100-150 refund would be worth avoiding the potential storm headed your way. A $25 refund is basically an insult, especially if the customer thought the free anniversary cake was already included.

Thanks Jason, but since that's exactly what she was angling for to start with, there's no chance of that happening. She can take it to small claims at this point if she has that much energy. Due effort has been made to compensate them; I'm done.

They will get no animosity from my end, be assured.

I cannot possibly claim to know her intent. Our response to their complaint is professional and reasonable, and I stand absolutely by that cake having been perfect inside.

Will keep you all posted but I have 3 weddings to work on and a consult in an hour, so discuss away.

I admire you for treating this as a BUSINESS transaction, not an EMOTIONAL one. So many times I read posts where the baker throws professionalism straight out the window, becomes emotional, takes it as a direct attack on them (not the "product"), etc.

After all of this, I think your response above is the perfect and appropriate response. I would suggest you keep a journal record/computer print-out, telephone recording of EVERY post-wedding contact made in case it is needed in small claims court down the road. Also, keep a copy of this entire thread. (If you are unable to keep the actual phone conversations, you can actually transcribe and date them in a chronological logbook that may be submitted as evidence in a case of this kind. It won't hold as much weight, but it will certainly lend itself to a more professional, believeable case picture overall.)

Before retirement, I worked with chronic pain patients and severely disabled children and adults. Both patient populations were VERY difficult to deal with because of the associated emotional aspects for the individual and the family members. Weddings seem to be a highly emotional time for clients as well. When you throw in the unfortunate circumstances of the groom's medical condition, you can figure that their emotional control is on major overload.

Many, many times I had clients apologize for outrageous verbal behavior after they had time to cool down. Hopefully your professional approach and the groom's safe recovery and return home to his newly married wife will result in a calmer aspect down the road.

Hang in there! Stay 100% professional. Here's a virtual hug from California: <<<<< >>>>>