My first cake complaint! I feel so discouraged.

Business By Crystalolvera60 Updated 1 May 2014 , 2:25pm by JEtaarten

shebysuz Posted 7 Oct 2013 , 10:18pm
post #31 of 88


Godot Posted 7 Oct 2013 , 10:20pm
post #32 of 88

AHahsha!

Crystalolvera60 Posted 7 Oct 2013 , 10:25pm
post #33 of 88

Hahaha thanks for the laugh & thanks for the advice! :) 

shebysuz Posted 7 Oct 2013 , 10:35pm
post #34 of 88

you are welcome! You really do need to get over this and move on. Every cake is a learning experience, so make sure you learn the lesson and make sure the same mistake is not repeated. In this case, your bad was agreeing to do a cake last minute that you were ill prepared for. Maybe it is a blessing in disguise that she was such went ballistic on yout- because it made you feel bad enough to examine this and prevent it in the future. Do NOT let this shake your confidence!!! DO NOT

BatterUpCake Posted 8 Oct 2013 , 3:11am
post #35 of 88

Quote:

Originally Posted by shebysuz 
 

1. This nasty ol bird ordered a custom 2- tiered cake on Wednesday, for a Sunday event. Who does that? Difficult, unrealistic cake meanies do, that's who. "There's ur sign"

 

Just to play devil's advocate we do not know the circumstances in which the customer ordered a last minute cake. Her other baker may have called off. In my opinion it is up to the professional to know what they can and cannot deliver and to know if a cake will not look right in another medium. Cake meanies cannot force someone to take an order. It is very difficult to obtain some looks with buttercream that can be achieved with fondant. I know you (OP) have been asked a few times if you can provide a picture of the look the customer was trying to achieve.

shebysuz Posted 8 Oct 2013 , 3:24am
post #36 of 88

AVery good and valuable point, Batterupcake.

maybenot Posted 8 Oct 2013 , 4:20am
post #37 of 88

In a case like this, for me, the best thing to do would be to calmly say, "I completely understand." and to leave with the cake. 

 

If someone was that upset by what I presented to them, I certainly wouldn't want them to suffer and have to look at it, let alone consume it. 

 

After refusing payment, or returning it, I'd simply take the cake to the fire or police department and chalk it up to a learning experience.  I'd be very gratified to know that someone was enjoying the fruits of my labor.

 

Of course, if she'd protested about my taking the cake, then she'd have had to pay for it to get it back......

julzs71 Posted 8 Oct 2013 , 6:22am
post #38 of 88

Oh My Goodness.....I'm going to side with the customer.  I know....flog me.  I looked at your other cakes and they are great.  This one....not so much.  I would have expected to be charged $50-60.  It had the look of a beginner cake decorator.  OMG...I'm so sorry...I feel really bad typing that.  Seriously, your other cakes are really good.   If I was the customer, I would have expected something almost equal to your fondant ones.  I'm sorry if that offended you.  Before selling another buttercream cake, try enhancing your buttercream skills.

cakealicious7 Posted 8 Oct 2013 , 10:16am
post #39 of 88

A

Original message sent by shebysuz

1. This nasty ol bird ordered a custom 2- tiered cake on Wednesday, for a Sunday event. Who does that? Difficult, unrealistic cake meanies do, that's who. "There's ur sign"

2. You didn't have enough fondant. Learn a lesson from this. If you can't jet out to the local craft store and buy some fondant last minute, always have a cake emergency preparedness plan! Have a homemade fondant recipe on hand and practice making it until your can do it with your eyes closed. Google Liz Marek fondant  recipe. It will change your life.

3. You improvised with the buttercream dots and borders, which to me looked fine. The cake was still cute, but not the clean Pinteresty look she was after. You warned her of this and she didn't listen.

4. Her behavior was UNACCEPTABLE. If she was disappointed in the design and her expectations were not met, she should have tactfully expressed this to you . She acted like a petulant child and should NOT have been rewarded with a full refund.

5. She ate the cake and had something cute to serve to guests.  The professional thing to do would to issue a partial refund since she paid for all fondant design and got half buttercream. I would have knocked 20% off at the most!

6. Put her on the no cake list ASAP. And assign her number its own ring tone on your phone. I suggest the JAWS theme or the Wicked Witch bicycle pedaling music from Wizard of Oz.

Number 6 is pure class!!!

Paperfishies Posted 8 Oct 2013 , 3:29pm
post #40 of 88

Your cake is not ugly, it's not perfect but it's not ugly and at $130, she got an effin bargain...That bow is fantastic!  Do you have a picture of what she wanted?

 

With that said, people are a*sholes, this lady sounds like a spoiled child throwing a fit, she did NOT deserve a full refund, hell just by her reaction I would have walked away without giving her anything back just because of her ridiculous and over the top reaction OR I would have handed her all of her money back and left with the cake, sat my ass at home and ate 20 servings of cake, lol.  Most likely, if you walked through that door with a Ron Ben Israel cake she would have still thrown a fit, she probably just wanted some of her money back, tons of scammers out there and 9 times out of 10 the over dramatic nutjobs are scammers.

 

Take some time to regroup, don't get discourage because ONE person acted like a jackass.

deniseob Posted 8 Oct 2013 , 4:18pm
post #41 of 88

If I could make that cake in that amount of time with that little sleep I would be very happy with it! You are being very hard on yourself. You will always meet some folk who are like that. Please don't dewl on it.

Crystalolvera60 Posted 8 Oct 2013 , 4:26pm
post #42 of 88

She sent me a picture of a fondant cake that I told her I could not translate to buttercream (so it looks nothing like the original pic she sent and I told her it wouldn't), but I could use the same color theme (blue, white, and black). She told to me over the phone what she wanted and it actually changed a couple times and she was confused herself on what she wanted. I gave her my input and she agreed she wanted white polka dots on a blue bottom tier, bow, black piped boarder, and "black band" around the top white tier. I called her 10min. before I put on the decorations I repeated back to her what she wanted and she confirmed. 

 

I have learned for this and moved passed it. I don't feel as discouraged as sunday and yesterday (I was a wreck). Learning experience for sure! Thanks for everyones reply. 

cheeseball Posted 8 Oct 2013 , 4:44pm
post #43 of 88
Quote:
Originally Posted by Paperfishies 
 

I would have handed her all of her money back and left with the cake, sat my ass at home and ate 20 servings of cake, lol. 

*snicker*

costumeczar Posted 8 Oct 2013 , 8:18pm
post #44 of 88

I got all the way to the third page before I realized that you left the cake there, then gave her a refund. I would have taken it home too. If someone's going to pitch such a hissy fit I'd have taken out my checkbook and written her the refund then delivered the cake to the local hospital for the nurses to eat. Or to the Ronald McDonald house, which is where I took the Quince cake I reposessed from psychotic clients who tried to pull the same thing on me. Except they were speaking in Spanish about how much they thought they'd be able to rip me off for a refund while they were right in front of me. And they didn't know that I speak Spanish. So I repo'ed the cake, which is what you should have done. A hard lesson to learn, just say no to last-minute requests and make your life easier.

-K8memphis Posted 8 Oct 2013 , 8:31pm
post #45 of 88

alternate ending--would be just awful if you had tripped on the way out & the cake splatted alll over ...

 

then you got it on your shoes when you accidentally stepped in it...

 

and had to go sit on her couch to recover from your ordeal...

 

rubbing as much icing into her carpet as possible...

 

inquiring politely about her home owners because your  back hurts

 

:lol: 

cakealicious7 Posted 8 Oct 2013 , 8:46pm
post #46 of 88

A

Original message sent by -K8memphis

alternate ending--would be just awful if you had tripped on the way out & the cake splatted alll over ...

then you got it on your shoes when you accidentally stepped in it...

and had to go sit on her couch to recover from your ordeal...

rubbing as much icing into her carpet as possible...

inquiring politely about her home owners because your  back hurts

:lol:  

Hmmm, I think you have become my new favourite person on CC... I like the way you think

-K8memphis Posted 8 Oct 2013 , 11:35pm
post #47 of 88
 

Quote:

Originally Posted by -K8memphis View Post

alternate ending--would be just awful if you had tripped on the way out & the cake splatted alll over ...

then you got it on your shoes when you accidentally stepped in it...

and had to go sit on her couch to recover from your ordeal...

rubbing as much icing into her carpet as possible...

inquiring politely about her home owners because your  back hurts

icon_lol.gif 
 
Originally Posted by cakealicious7 


Hmmm, I think you have become my new favourite person on CC... I like the way you think
soldiernurse Posted 9 Oct 2013 , 1:13am
post #48 of 88

A

Original message sent by -K8memphis

alternate ending--would be just awful if you had tripped on the way out & the cake splatted alll over ...

then you got it on your shoes when you accidentally stepped in it...

and had to go sit on her couch to recover from your ordeal...

rubbing as much icing into her carpet as possible...

inquiring politely about her home owners because your  back hurts

:lol:  

Omg........hilarious!!!!:grin:

creat Posted 9 Oct 2013 , 6:30pm
post #49 of 88

I know how you feel because is the same as me. But in my case the problem she said the cake is not good is not have flavor, and is dry. I try very hard to put everything she want in the cake and is my first cake and I feel terrible never have one trouble before. And the cake I put 2 bottle of syrup and when I go back I saw the cake and is dry I dont know what happen. I feel like you terrible sad, mad, I can not believe what happen. I have another cake and I give that to her not decorate only white fondant and they loved but I dont know what to do in that case. 

savannahquinn Posted 11 Oct 2013 , 12:09am
post #50 of 88

I would like to think that I would have given her her money back, taken the cake back and left..... either that or hand her her money back take the cake and drop it in the garbage just to make a point... I think that your cake looks really good..she should have been grateful...and when she she was seen eating your cake I would have taken  money out of the envelope to cover the cost of the ingredients that she is enjoying....Now I'm mad at her too!!!!!:mad:

TheSugarLab Posted 11 Oct 2013 , 6:27pm
post #51 of 88

Quote:

Originally Posted by BatterUpCake 
 

Just to play devil's advocate we do not know the circumstances in which the customer ordered a last minute cake. Her other baker may have called off. In my opinion it is up to the professional to know what they can and cannot deliver and to know if a cake will not look right in another medium. Cake meanies cannot force someone to take an order. It is very difficult to obtain some looks with buttercream that can be achieved with fondant. I know you (OP) have been asked a few times if you can provide a picture of the look the customer was trying to achieve.

Completely agree with this! I have customers come to me all the time for last minute cakes. If I have the ability to perform them to the best of my ability, I have no problem taking them. Just yesterday I had someone order a two tier vertical ruffle cake for tomorrow. She completely knew that it was last minute and she actually had been waiting for a response from someone (bakers-answer your emails!!). I checked my calendar and it wasn't something I couldn't handle. If you know you can't complete the request to the best of your ability, then you explain that to the customer. No one can force you to take an order. Have an unhappy person who doesn't place an order, than a customer who is upset. 

 

Granted...that customer be crazy! 

NettaMoBetta Posted 12 Oct 2013 , 11:46pm
post #52 of 88

AI hope you are encouraged by your cake central supporters and will continue to make awesome cakes. You did a wonderful job with short notice. I don't believe she was upset about the cake at all. I think she is a poor planner and was experiencing high stress and anxiety and you were just an excuse for her to lose it. I'm so sorry this happened to you.

Rachels Cakes Posted 31 Mar 2014 , 12:35am
post #53 of 88

AHi guys I know this is an old post but I have just signed up to cake central as I have just had my first major compliant. This woman, I don't feel I can even call her that, asked me for a 3 tier topsy turvy cake.. I couldn't match the colours she wanted during the making process and told her that.. She said just to go ahead and decorate it so I did. Once it was made she asked for a picture as she was excited and couldn't wait to see it so I sent her the picture on Facebook and all of a sudden she disappeared. So I messaged her asking what she thought of the cake and she wouldn't reply.. So I tried calling her and she kept cutting me off.. At this point I felt so sick because it was obvious she wasn't happy but she wouldn't talk to me or tell me so I didn't know what was going on.. I then got a text message approximately 3 hours later saying; "I will not be collecting the cake, I wouldn't even take it to the party, you can't even compare that to what I wanted its awful and a disgrace, feed it to your dog"

I was so shocked and upset that I gave all her money back to her friend and apologised, I haven't spoken to this vile woman since, the next day she puts a picture up of the cake she suddenly had made at short notice and was then bad mouthing me on the picture of the cake. Saying things like this cake is a 1000 times better than what the other girl (me) made.. She should have brought it out on April fools as only a fool would accept it, even the dog would turn it's nose it to it or **** it's leg...

It went on and her friends were also joining in. She didn't once mention my name on there but it's not the point. That cake took me two days from start to finish.

What a twisted rude woman I was so upset at first but now I'm angry and I rushed to her friend to refund her in full as I was worried she was going to bad mouth me over Facebook and that is where I get the majority of my orders from.

So frustrated and somehow need to let it go as it's really stressed me out.

I gave the cake to the old peoples home in the end.

I've attached the photo of the cake I made (zebra print topsy turvy) and the cake that she had made after that she seems to think was amazing.. [IMG]http://cakecentral.com/content/type/61/id/3213542/width/200/height/400[/IMG]

[IMG]http://cakecentral.com/content/type/61/id/3213543/width/200/height/400[/IMG]

Danilou Posted 31 Mar 2014 , 12:50am
post #54 of 88

I feel really really bad that this has happened to you and I hope that some of the experts here can help you. It sounds to me that she suddenly panicked and realised that she couldn't afford the cake and made (or got her Auntie to make) and cake that she could afford. Just a tip, I never send a photo of the cake to the customer beforehand, Especially on FB. I let them come and pick it up, because their reaction is what I want to see. And I wouldn't have rushed to give her a refund. I hope someone here can give you advise on how you should have handled this. I know you put lots hours and hours of work into this cake, and evil people like that are the reason I sometimes wonder if I'm doing the right think by making cakes for ppl. When you say you rushed to give the friend her money back, do you mean the money for the topsy turvy to give to the other customer? Or did the friend also order a cake recently and you refunded her too? Because you said a repeat customer?

Crystalolvera60 Posted 31 Mar 2014 , 2:54am
post #55 of 88

First of all your cake is beautiful! It really is! Her cake doesn't compare to yours. She sounds like an evil nasty women from the way she is talking and acting. She needs to learn manners. She went overboard! I'm so so so sorry you had to experience that. You shouldn't have had that kind of evil inflicted onto you, because you don't deserve it. You gave her a topsy turvy cake and a darn good one. You made a lovely bow (I love a good fondant bow)! I know how much work & money it takes into making a cake like this, you deserve to get paid for this, but I understand that you gave her a full refund, because I did the same when my nasty customer screamed at me. It hurt me bad when my customer did that. It messed with me! I'm not gonna lie. Even after I made awesome fondant and buttercream cakes I was always paranoid. Now that the emotions have died down for me I started to get my confidence back. I didn't let her evilness stop my business. If anything I get cake orders every week and comments about how great my cakes are. Those good comments keep me going. Don't let one bad comment spoil all the good. Don't give up. You do great work! Don't let this sorry excuse for a woman get the best of you. 

Danilou Posted 31 Mar 2014 , 3:01am
post #56 of 88

AI also meant to say that your cake is gorgeous!!!! Sorry. I suppose I thought that it went without saying!! :). ..lol

drea88 Posted 31 Mar 2014 , 3:45am
post #57 of 88

AI'm not a professional, but I think your cake is fabulous and far superior to the one she got.

shebysuz Posted 31 Mar 2014 , 3:56am
post #58 of 88

AUm that cake you made is beautiful. Seriously, the only critique I can possibly make, and I mean the ONLY one is that the topsy turvy shapes aren't as sharp as they could be, but that's coming from a fellow caker, the average cake customer wouldn't even notice or care. Ok I think it's fishy that the second cake was magically " produced" last minute. It seems to me there's more to this story. Could it be that maybe a family member or friend made that cake ( probably worked all week on it) and the customer maybe knew it but ordered one from you too because she was afraid the friend/family member's wouldn't meet her standards? If she double booked a cake, then decided the free cake was good enough, that could've made her blow you off by saying your cake sucked. Me thinks she just didnt want to pay. What a C.U. Next Tuesday!

Rachels Cakes Posted 31 Mar 2014 , 10:18am
post #59 of 88

AAww thank you guys, so glad I joined this site now! I know the top tier didn't go as topsy turvy as I wanted, the whole cake isn't as topsy turvy as I wanted.. But to go on like that she is disgusting and I really feel like calling her to defend myself, but it will clearly escalate into a massive row as you can see she is that way but I am starting up a business so I am trying to remain pro and rise above it! Extremely hard! I was so upset at first and felt so so sick, that's why when I see your comment crystalolvera60 I thought this person knows how I feel!! At least the old people in the home thoroughly enjoyed it :-)

DeliciousDesserts Posted 31 Mar 2014 , 11:37am
post #60 of 88

AThis was not a good cake. I'm sure that's not what you want to hear. Instead of being topsy turvy, it looks like an amature tried a regular stacked cake.

That doesn't give anyone license to berate you on a public forum. It doesn't make it ok for her and her friends to bash you. That's mean.

Your "client" was well within her rights to decline acceptance. The cake was not what she expected. There are plenty of people who would have taken it because they had no other cake. Then, they would call Monday to talk about some kind of refund.

Please do not take another order for a topsy turvy until you have mastered the skill.

It does appear that you have some talent. The bow is good. I suggest you hone those skills as you learn and grow. Part of growing is realizing your mistakes and learning from them.

Quote by @%username% on %date%

%body%