Janani65 Posted 14 Jan 2013 , 5:23pm
post #1 of

I had to deliver a birthday cake, a smash cake and 120 cupcakes for first birthday party on Saturday. 

 

Today the customer had sent me an email saying the cake was dry. I'm surprised. After doing cakes for an year this is the first time I got a feed back like that. Now he wants a refund. At the delivery, he told the cake was not really symmetrical. So, I refunded $95 at that point too. 

 

The order was done in very short notice as well. I'm really upset about. I spent three sleepless nights doing the cake and now I have to face this. 

 

What should I do? 

32 replies
Annabakescakes Posted 14 Jan 2013 , 5:32pm
post #2 of

ADo you think it was dry? Or is there even a possibility it was dry? Maybe he knew how easy it was to get the $95 back, so he figured he would try for more.

Do you sample your cakes when you level them? I always do, even if it is.a.flavor I don't like, like coconut. I have never had a dry cake, I am positive.

Janani65 Posted 14 Jan 2013 , 5:34pm
post #3 of

I did sample the cake. It was one of the best cakes I have made. It tasted great

jason_kraft Posted 14 Jan 2013 , 5:59pm
post #4 of

AAre you saying the customer posted a negative review somewhere else in addition to contacting you? If so, all you can really do is reply publicly to the review (if you have that option) explaining that you are sorry the customer didn't enjoy the cake, but you already addressed the customer's concern with a refund, and there were no quality issues with the cake based on sampling.

How much was the total charge for the cake?

And was there an actual structural issue with the cake at delivery that caused it to look asymmetrical?

Janani65 Posted 14 Jan 2013 , 6:02pm
post #5 of

No Jason, he emailed me that he didn't like the cake. The entire order was $545. then I refunded $95 at the delivery. 

 

The order included Birthday cake -$230

Smash cake -$25

120 Cupcakes $240

5 Cupcake stands $50

jason_kraft Posted 14 Jan 2013 , 6:04pm
post #6 of

ASo at this point I would just email the customer a similar message (sorry you didn't like it, the samples during the decorating process were fine) and leave it at that.

Janani65 Posted 14 Jan 2013 , 6:14pm
post #7 of

He is asking for a further refund of $150

jason_kraft Posted 14 Jan 2013 , 6:19pm
post #8 of

AIf this is in response to an email you just sent, I would just reiterate your apology and your position that there were no quality issues with the cake, and wish him the best of luck for future events.

cakegrandma Posted 14 Jan 2013 , 6:20pm
post #9 of

I think that you have more than enough as a refund.  I would advise him that you have tasted the cake from the trimmings while readying it for decorating and that it was not dry.  I would tell him sorry Charlie but you already got more than enough and answer his derogatory review as stated before. 
 

BakingIrene Posted 14 Jan 2013 , 6:27pm
Quote:
Originally Posted by Janani65 

I had to deliver a birthday cake, a smash cake and 120 cupcakes for first birthday party on Saturday. 

 

Today the customer had sent me an email saying the cake was dry. I'm surprised. After doing cakes for an year this is the first time I got a feed back like that. Now he wants a refund. At the delivery, he told the cake was not really symmetrical. So, I refunded $95 at that point too. 

 

The order was done in very short notice as well. I'm really upset about. I spent three sleepless nights doing the cake and now I have to face this. 

 

What should I do? 

1. First of all ask by email, WHICH cake was dry.

 

Your cupcakes could well have been overbaked even if the larger cakes were OK.

 

2.  Get enough sleep when you are baking cakes for $$$.  Customers will expect a neat and level cake for that much $$$.

 

3.  NEVER accept an order at short notice if you cannot really make it.  Never mind how much $$$ they offer--if you can't make it properly, then don't.

Ninas Cakes Posted 14 Jan 2013 , 6:31pm

AI would do the same apologise for him not liking the cake, but I would not refund anymore money, you have already done a good will gesture on delivery. There will always be someone that claims that the cake was dry, not right, trying on there luck. It's hard to please almost everyone. I'm sorry that you have had to experience that one bad complaining customer, from what you have explained it sounds that his complaints are not justified.

Janani65 Posted 14 Jan 2013 , 6:40pm

Jason - I sent him a reply addressing all his concerns. 

 

Cakegrandma - I told him that too. My husband who is very critical about the taste of my cakes, said this is cake is tasty on his first bite. When I gave him to taste. 

 

BakingIrene - I learnt my lessons. It wasn't worth anything I did. the customer was very wavy about the order, I didn't even believe I had a real order until  I received the deposit. That was also two days after the day he promised. I didn't reply my mails on time. I should have taken those clues. 

 

The customer was talking about the big cake. Anyway, I'm very disappointed. I anyway have trouble taking in negative comments. This is worse. Regardless of how much I get paid for a cake, if I can make a customer happy that's worth a million for me. 

-K8memphis Posted 15 Jan 2013 , 3:51pm

yes that would really sting

 

and even though the cakes are sight unseen by me

 

it just sounds like buyer's remorse--he negotiated a big discount already and accepted the order

 

almost 20% discount--i think 10% woulda been plenty enough

 

i don't think another refund is going to make him happy either

 

give this enough time and let this get all healed up and you will be the wiser and better for it

 

it happens

 

it sucks

 

and we've all been there--you're not alone--i think you did the right thing

 

it's ok and you're ok

 

this does not effect your ability to make the next customer happy!!!!

Janani65 Posted 15 Jan 2013 , 4:00pm

K8memphis! Thank you for your words! I felt horrible after the incident. I have another order to deliver next weekend. I had lost my spirit! 

 

I even doubted my abilities and seriously thought about giving up. I love baking cakes and decorating. At the start up I used to offer my friends to give cakes just because i wanted to decorate a cake. Incidents like this can be really depressing and this is a first. So, I needed a lot of time to get use to that. In the past year I've baked cakes, I had never heard a negative comment to any of my cakes. 

-K8memphis Posted 15 Jan 2013 , 4:23pm

while it can really hurt especially when/if unfounded

 

(and besides you responded well and did all you could in a customer service way)

 

perhaps a way to get a handle on a critique/criticism

 

so that it doesn't take us down as much (and understandably so)

 

is that it does make us better in general of course you know this anyhow

 

going forward you will be super vigilant to make every cake uber symmetrical and

 

circumspectly continue to make them as nice & moist as always

 

this will make you more sure of your own product and help build fortitude

 

to politely stand your ground or gracefully discount going forward

 

takes a while to take it all in

 

so look forward to your next order and have a blast with it!!!

Janani65 Posted 15 Jan 2013 , 4:25pm

Thank you so much! Means a lot to me. 

1234me Posted 15 Jan 2013 , 6:21pm

I didn't read all the responses but I would not offer a refund.  If anything, offer to give him a gift certificate towards a future purchase. 

Cake Daddy Posted 15 Jan 2013 , 6:29pm

He gave you a exact amount he wants back chances are there was nothing wrong with the cake. You gave him one refund and now he is tiring to get more. I'm sure the ate the whole cake just let him know all sale are final upon delivery and leave at that.

cakesbycathy Posted 15 Jan 2013 , 6:32pm
Quote:
Originally Posted by 1234me 

I didn't read all the responses but I would not offer a refund.  If anything, offer to give him a gift certificate towards a future purchase. 


This - to me - is no good.  The problem with this is if someone is unhappy with the product they purchased or services they receive, why would they go back?  Any time I've had a bad experience I don't return to that person or place of business.  I take my money some place else.

 

Example:  Took my DD, who has long hair, to get a haircut at Best Cuts several years ago.  She was 5 at the time. Was VERY specific about how much to cut off.  Even pointed where on her shoulder I wanted her hair to go to.  The girl chopped it way, way to short.  Long story short, before I even left I was on the phone with the manager and the corporate office complaining.  To this day - my daughter is 8 now - I will NEVER go to Best Cuts for haircuts again.

 

Had they offered me a coupon or percentage off my next haircut , or even FREE haircuts, I STILL would not go back.  Ever.  I'm sure some people view it as trying to make things right or better, but for me it would just be adding insult to injury.

 

Now if the guy is just trying to suck as much out of this as he can or just wants free cake, then he might be willing to accept.  But do you really want to work for this guy again?

remnant3333 Posted 15 Jan 2013 , 6:43pm

Cakesbycathy is right, You probably would not want to have him as a customer ever again.  He sounds like someone who is trying to get something for free and a manipulator!!! I am sure there was nothing wrong with your cake!!!!
 

Janani65 Posted 15 Jan 2013 , 6:47pm

Oh MY GOD! I don't want to do anymore cakes to that Man! Gave me enough heartaches! He was the most unorganized customer I have ever met. Until he sent me the deposit 4 days before the order I didn't believe that it was an actual order. 

BakingIrene Posted 15 Jan 2013 , 6:54pm

Without a deposit, it was NOT an order.

 

And by "deposit" I mean a form of payment that has been confirmed--by bank or by credit card company. Or cold hard cash.

 

You should know that a cheque can be stopped a day or two later by the person who wrote it.  That might mean that you deliver goods but do NOT receive final payment. It also means that your bank will apply a charge that can be as much as $50 against your bank account.

 

Should this specific customer ever call again just ask the party date and then (pausing to flip some paper on your table) say "sorry I can't help you with that date". 

jgifford Posted 15 Jan 2013 , 6:56pm

The first rule to remember:   Just because they say it, doesn't make it so!  I'm surprised you even did the cake since you didn't get any money until 4 days before it was due.  He sounds like one of those who's too busy being wonderful to take care of details and no one else can ever measure up, no matter how hard they try - - bless their little hearts!

 

Since he found fault at delivery and got a refund, I'm sure he figured it worked once - why not try it again?  He goes to the top of the NO CAKE list.  And I would tell him that since you know there wasn't an issue with the "dryness" of the cake and one refund was already given, there's nothing more you can do but you certainly appreciate that he brought his concerns to your attention.

Janani65 Posted 15 Jan 2013 , 6:57pm

That's exactly what I was thinking to do. He offered to pay in credit. I said no I need cash. After the delivery he gave me check. I deposited on my way back. Just to make sure. Good thing I read threads on this forum regularly. I at least have an idea what to expect. 

-K8memphis Posted 15 Jan 2013 , 7:25pm

another idea for you to tighten it up even more

 

if you can--cash it at his bank next time 

 

at the bank his check is drawn from

 

if you cash it or deposit it through your own bank account the transaction can still go south

 

by the time it completes processing

 

yes i agree cash is better than check --check is better than credit card

 

hope it doesn't get stopped!!!!

Janani65 Posted 15 Jan 2013 , 8:42pm

Bank sent me an email saying the deposit was completed two hours after the deposit. I got the check on Saturday and deposited on Sunday through the bank's mobile app. I wanted to do as soon as possible. So, he didn't have time to do anything. 

-K8memphis Posted 15 Jan 2013 , 8:43pm

awesome!

BrandisBaked Posted 15 Jan 2013 , 11:36pm

AJust because the bank credited you doesn't mean they won't reverse the credit if a stop payment is put on the check. Banks can take up to 10 days to verify funds, but they give you access to the funds as a courtesy...

That's why those Nigerian check scams work so often.

jason_kraft Posted 15 Jan 2013 , 11:40pm

A

Original message sent by BrandisBaked

Just because the bank credited you doesn't mean they won't reverse the credit if a stop payment is put on the check. Banks can take up to 10 days to verify funds, but they give you access to the funds as a courtesy...

You should see on your deposit slip if a hold was placed on the check you deposited, if there is a deposit hold then a stop payment is still possible until the hold expires.

FYI, deposit holds are typically longer when using a mobile app or ATM to deposit a check as opposed to giving it to a human teller.

BrandisBaked Posted 16 Jan 2013 , 12:01am

ABanks don't have to put a hold on the funds to reverse the credit...

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