Cupcakes Flipped Over During Delivery - Customer Question?

Decorating By ericaaiden Updated 26 Jun 2013 , 7:01pm by Rosie93095

ericaaiden Posted 24 Jun 2013 , 5:08am
post #1 of 15

AHello everyone- wondering what everyone has done in this situation with a customer- I was delivering 2 dozen minis this morning but 1 dozen flipped over & only one dozen made it. I apologized to the customer & didn't charged her for the dozen minis. I still feel terrible! Also this customer is from a children's indoor playground that hired me as the go to baker for their customers- I sent the indoor playground owner an apology email but haven't heard back :( she isn't in on Sundays but will call her tomorrow - hope I don't get fired :(

14 replies
jason_kraft Posted 24 Jun 2013 , 5:30am
post #2 of 15

AHow much did you charge for the order? I probably would have gone with a 100% refund.

ericaaiden Posted 24 Jun 2013 , 5:34am
post #3 of 15

AI didn't charge her anything - I gave her the dozen cupcakes for free

jason_kraft Posted 24 Jun 2013 , 5:35am
post #4 of 15

ASorry, I meant how much did you charge for the dozen that made it, plus delivery?

jason_kraft Posted 24 Jun 2013 , 5:37am
post #5 of 15

AGot it...aside from a full refund there's not much else you can do. Although if I was the venue I'd want to know what packaging changes you have made to ensure it won't happen again.

Maritza42 Posted 24 Jun 2013 , 11:41am
post #6 of 15

AI would of done the same.

Norasmom Posted 24 Jun 2013 , 11:47am
post #7 of 15

I am sure she wasn't too upset...how bad did the cupcakes look?  SInce they were free, don't worry about it.  Next delivery you make there will be perfect!

matthewkyrankelly Posted 24 Jun 2013 , 11:57am
post #8 of 15

Nothing else you could have done.however, since you are in business:

 

As Jason said, make sure your packaging is up to snuff.

 

Also, consider keeping emergency stashes in the freezer.  A dozen minis would defrost in minutes.  Even if you gave them for free, you would keep the customer happy.
 

manddi Posted 24 Jun 2013 , 12:01pm
post #9 of 15

A

Original message sent by jason_kraft

Got it...aside from a full refund there's not much else you can do. Although if I was the venue I'd want to know what packaging changes you have made to ensure it won't happen again.

Yep When you talk to her let her know that you changed (insert changed thing here) so that shouldn't happen again.

ericaaiden Posted 24 Jun 2013 , 4:40pm
post #10 of 15

AGreat thank you everyone for the great advice

lorieleann Posted 24 Jun 2013 , 8:17pm
post #11 of 15

when delivering buttercream, i always carry a 'crash kit' that has a bag of buttercream, tools, and a few tips.  If you had something like this, you could have quickly taken off the smooshed icing and repiped the one dozen that were ruined.  

 

Also, 2 dozen minis is a really, really small order. If you up your minimum for minis, you can find the number to make them fit in your existing packaging.  Sometimes you need to solve a problem backwards.  

jason_kraft Posted 24 Jun 2013 , 8:22pm
post #12 of 15

A

Original message sent by lorieleann

Also, 2 dozen minis is a really, really small order.

2 dozen minis is a small order but I don't think it's too small to be a minimum order, they fit perfectly with an insert in a quarter sheet box. Of course whether or not the customer is willing to pay a delivery charge for such a small order is another question.

bct806 Posted 25 Jun 2013 , 4:36pm
post #13 of 15
Quote:
Originally Posted by lorieleann 

when delivering buttercream, i always carry a 'crash kit' that has a bag of buttercream, tools, and a few tips.  If you had something like this, you could have quickly taken off the smooshed icing and repiped the one dozen that were ruined.  

 

Agreed. I learned on here to always take spatulas and a bag of the buttercream I used with me when delivering. This happened to a cupcake bouquet I made and it really saved me by having my emergency kit with me.

brendajarmusz Posted 26 Jun 2013 , 5:33pm
post #14 of 15

AI had that happen before on a delivery of 7 dozen minis and i had made extras and took with me just in case something happened also i take extra frosting and spatula with me so i can fix it. Hope that helps.

Rosie93095 Posted 26 Jun 2013 , 7:01pm
post #15 of 15

I always take an Emergency repair kit with me. I even bring a small amount of the colors I used for flowers etc. to do repairs if needed.

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