Louise1980 Posted 11 Jan 2014 , 11:30pm
post #1 of

Hi everyone! I'm hoping someone can offer advice? My hubby and I have been going through IVF for the last several years and I recently started my own edible icing image business (only a month ago) on Facebook to help us save up. I buy my sheets from KopyKake and I provide 3 different sizes - 7.5 in x 10 in large rectangle, 7.5 in large circle and 2.13 in round (cupcake size) 12 cupcake toppers per sheet. I have sold a few orders and never had any problems until recently I had a lady send me a private message on my page (names and phone numbers have been deleted for privacy);

 

 

    • I have tried everything can't get topper off

    • Can you please phone me ASAP her party is in a hour and I can not get it off paper done everything on the instructions (she put her phone number here)

    • I will have to stick it on with plastic thanks not really happy at all

    • Would really like a refund will be bringing it back have been trying to put it on since 9.30 dismorning I have even googled to my knowledge looking at the topper it is way to thin I am really quite disappointed as it now looks horrible sitting un uneven on the cake

    • As you can see

  • Ice Yourself
    13 hours ago
    Ice Yourself
    • Hi Sharon! Sorry I couldn't reply earlier I haven't been home since yesterday, I'm so sorry you had trouble with your image but that's the thickness that I purchase them from the suppliers and have not had any problems before myself or any of my previous customers. I'm sorry I don't offer refunds as its an edible image but I can offer you a discount if you decide to purchase again.

  • Ice Yourself
    12 hours ago
    Ice Yourself
    • Hi Sharon, I have just been thinking about your topper and I feel disappointed that you had a bad experience and your daughter's cake didn't work out how you had hoped, I wouldn't normally offer a refund, however in the interest of customer satisfaction I would be happy to either supply you with a free topper for your next cake, or offer you a full refund if you bring the sheet back. All I can think of that might of happened is being that its so hot today, the image may have gotten a bit moist from the humidity, which does make them hard and tricky to remove from the backing sheet.

 

I researched big companies who sell edible images and none of them offer refunds so I thought I would be nice and offer one, she still hasn't replied back. I had another lady buy the circle sized image and she didn't have any problems. Yesterday was very very hot here in W.A so am thinking the humidity might of made it sticky. When I sell an image their image comes with a full set of instructions on how to apply their images and it does state in my instructions about humidity, I just feel terrible. Has anyone ever had a bad experience with a customer? Has anyone had any troubles with sheets from KopyKake 'being too thin'? How did you deal with it? Do you think I did the right thing? I am just a bit worried as I don't want this lady putting other people off my business when no one else has had any troubles. Please help any advice would be greatly appreciated :)

thanks for your time :D

93 replies
savannahquinn Posted 11 Jan 2014 , 11:35pm
post #2 of

I'm not sure what the problem was, but honestly her cake is not even level!

Louise1980 Posted 11 Jan 2014 , 11:55pm
post #3 of

I know hey, I was just so worried I felt terrible she had a bad experience!

EdieP Posted 12 Jan 2014 , 12:27am
post #4 of

I am sorry you had to go through this.  Why is the cake in a pie tin instead of using a plate or cake board? 

savannahquinn Posted 12 Jan 2014 , 12:33am
post #5 of

I would imagine that the icing sheet must of had some moisture on it for some reason....Maybe needed to be put in an oven at a very low temp for  a few minutes. When  they are dry they tend to come right off.  I have not had any issues with my sheets from KopyKake

cazza1 Posted 12 Jan 2014 , 1:02am
post #6 of

I have horrific trouble trying to get my kopykake icing sheets to come off the backing when the weather is humid.  I have talked to the company, tried all their advice and none of it works for me.   After a lot of reading I am going to order some from Icing Images in the US next time.

Kiddiekakes Posted 12 Jan 2014 , 1:11am
post #7 of

It looks like the sheet got moist and rippled which isn't your fault..She isn't telling you something...At any rate you did what you had to do in the interest of customer service...I use Kopykake sheets all the time and they have never done that...

Kristin S Posted 12 Jan 2014 , 3:52am
post #8 of

I put my edible image sheets in the freezer for about 10 seconds - comes right off every time

Louise1980 Posted 12 Jan 2014 , 5:50am
post #9 of

thanks so much for replying everyone! I really appreciate it and feel much better now haha :) it sounds like she just didn't know what she was doing, I just got another message from her;

 

    • Thanks sorry I got so upset it's just we tried everything from freezer to the wet towel and corners the works even my friend who us a chef couldn't get it of so I just left it on the plastic my daughter was the one who was disappointed the most as she couldn't eat it with the cake..I will get my hubby to bring it back tomorrow if you will be home for a refund thanks Sharon

  • Ice Yourself
    about an hour ago
    Ice Yourself
    • yes tomorrow will be fine, I won't be home until 6.30pm. Again I am sorry you had a bad experience, but I am pretty sure it would of been the humidity yesterday, even today is very hot. Hope you have a nice day. 

       

       

       

       

       

       

I am wondering how her friend who is a 'chef' didn't know how to remove it as well? Thanks again so much for your comments I feel so much better, my husband is going to deal with it when she gets here to give her a refund. I am never selling from home just going to mail orders from now on. Cazza1 you wouldn't happen to have a link to another place to buy blank icing sheets from? I'd like to try some other suppliers to see how thick thier icing sheets are? This is the first problem I've had with KopyKake - nice to know mostly everyone else has had good experiences :)

cazza1 Posted 12 Jan 2014 , 6:51am

www.icingimages.com

Louise1980 Posted 12 Jan 2014 , 7:43am

awesome thanks so much Cazza1 :)

Bluehue Posted 12 Jan 2014 , 8:24am

Thanks sorry I got so upset it's just we tried everything from freezer to the wet towel

 

Oh dear - that wouldn't have helped her situation.......

Kind if you to offer a refund considering it seems the customer was a bit lost with her raking skills...

Bluehue

Louise1980 Posted 12 Jan 2014 , 8:37am

hahahaha Bluehue! My husband said the same thing! 

costumeczar Posted 12 Jan 2014 , 5:32pm

I would have just given a full refund and told her to throw the thing away and save herself a trip to your house. Why do you need it back? I guess if it will give you a chance to look at it and see if there's anything you need to warn people about that would make sense.

 

I bought edible image sheets before and sometimes they come right off and sometimes they don't. I think that you're going to have to assume that with the kind of business it is, you're going to have a certain percentage of people who can't get them to work. If you can figure out how to handle them in different types of weather then you can give people advice on what to do to minimize problems, but you'll never be able to eliminate them. Since your target market is people who don't decorate cakes (I'd assume) they're not going to know all of the tricks to handling things like this, so the more info you can give them up front the better. But they'll still screw it up.

Louise1980 Posted 12 Jan 2014 , 10:48pm

Hi costumeczar! Thanks for commenting I really appreciate the feedback! :D I told this lady I wanted the image back because I wanted to make sure she really couldn't get the image off and wasn't just after a free image from me. But after doing research I discovered large companies don't offer refunds because of hygiene purposes. So I just added on my page that refunds aren't offered. Also when ever I sell an image my customers get a 3 page instruction sheet on how to apply. I have everything in there from using in humid weather and what to do to how to apply to different cake surfaces. I was just wondering how to deal with a customer who thinks its my fault and its my images that is the problem when they are unable to remove a sheet. I see what you are saying about the target market. I hope I handled this customer well. She is sending her husband over tonight to get the refund. My husband will be giving back the refund in case they try to make trouble. I don't understand how she can say she researched all over the net and according to her 'knowledge' (which obviously when dealing with cake decorating isn't very much) that the sheets are too thin. And her 'chef' friend said it was too thin. If her friend is a chef who decorates cakes surely she should of been able to remove? Or realise that most sheets come in that thickness? All three different sizes I have are all the same thickness. Unless someone knows of a supplier that sells thicker sheets which might make it easier for inexperienced people to remove them? Arrgh not sure what to do! I was a bit surprised because another customer had purchased a large circle shaped one and her's came off and was able to apply to her cake and she loved it. Posted pics all on my wall and everything. I guess its like you say you can't make everyone happy and I should expect a couple that think they know it all when really they don't and just won't admit they stuffed up and expect a refund. What do I say to someone who says they have tried 'everything' on my instructions sheet, and wants a refund because its MY images that are crap?

Louise1980 Posted 12 Jan 2014 , 10:54pm

was just wondering, do you think I should put up a post on my wall that says something along the lines of; remember when applying your images in very hot humid weather the frosting on the sheets do become tacky and sticky and may be very hard to remove. Please refer to your instruction sheet on how best to apply in this situation. We take no responsibiltiy for the weather and people's cake decorating skills who are unable to remove their sheets themselves. (but that kind of sounds rude, sounds like im saying, if your stupid its not my fault) hahaha. Any suggestions?

costumeczar Posted 12 Jan 2014 , 11:16pm
Quote:
Originally Posted by Louise1980 
 

Hi costumeczar! Thanks for commenting I really appreciate the feedback! :D I told this lady I wanted the image back because I wanted to make sure she really couldn't get the image off and wasn't just after a free image from me. But after doing research I discovered large companies don't offer refunds because of hygiene purposes. So I just added on my page that refunds aren't offered. Also when ever I sell an image my customers get a 3 page instruction sheet on how to apply. I have everything in there from using in humid weather and what to do to how to apply to different cake surfaces. I was just wondering how to deal with a customer who thinks its my fault and its my images that is the problem when they are unable to remove a sheet. I see what you are saying about the target market. I hope I handled this customer well. She is sending her husband over tonight to get the refund. My husband will be giving back the refund in case they try to make trouble. I don't understand how she can say she researched all over the net and according to her 'knowledge' (which obviously when dealing with cake decorating isn't very much) that the sheets are too thin. And her 'chef' friend said it was too thin. If her friend is a chef who decorates cakes surely she should of been able to remove? Or realise that most sheets come in that thickness? All three different sizes I have are all the same thickness. Unless someone knows of a supplier that sells thicker sheets which might make it easier for inexperienced people to remove them? Arrgh not sure what to do! I was a bit surprised because another customer had purchased a large circle shaped one and her's came off and was able to apply to her cake and she loved it. Posted pics all on my wall and everything. I guess its like you say you can't make everyone happy and I should expect a couple that think they know it all when really they don't and just won't admit they stuffed up and expect a refund. What do I say to someone who says they have tried 'everything' on my instructions sheet, and wants a refund because its MY images that are crap?

If she couldn't get it off, she couldn't get it off. After seeing the photo I doubt that anyone would say that she used it that way on purpose to then turn around and get a refund! That looked pretty bad.

 

the problem that you'll run into with this kind of thing is that you can say that oyu don't offer refunds, but if she paid with paypal or a credit card she can just dispute it with the credit card company and get her money back. If she showed them that photo and said that the product was defective then they'll side with her even if it's a food item. I'm with you on the not returning food thing, but it sounds like you're taking this personally, when you really shouldn't be. Having your husband there to give the refund  "in case they try to make trouble" seems unnecessary, since if you give them a refund why would they make trouble after that? I'd just mail her the refund but if you want to get the image back to look at it then I can see having someone else there just as a safety thing.

 

My point was just that you should look at this as a basic business issue, not a personal insult, and realize that you're going to have to give refunds to people who don't know what they're doing every now and then. How much are you charging for one image? Myabe you can add $1 to each one so when this does happen it doesn't feel like it's such a big deal.

 

I sell molds online, and I've had people write to me and say that they can't figure out how to make a mold work. I'm not talking about anything complicated, just a flat mold that you press something into. And they can't figure it out. People are clueless sometimes. Oh, and just because someone is a chef doesn't mean they've ever seen an edible image, so that means nothing.

costumeczar Posted 12 Jan 2014 , 11:20pm

Quote:

Originally Posted by Louise1980 
 

was just wondering, do you think I should put up a post on my wall that says something along the lines of; remember when applying your images in very hot humid weather the frosting on the sheets do become tacky and sticky and may be very hard to remove. Please refer to your instruction sheet on how best to apply in this situation. We take no responsibiltiy for the weather and people's cake decorating skills who are unable to remove their sheets themselves. (but that kind of sounds rude, sounds like im saying, if your stupid its not my fault) hahaha. Any suggestions?

Hahaha! I like the "If you're stupid we can't control that" but I doubt it would get you any customers. It wouldn't hurt to have a sticker that you put directly on the package with a list of DO this and DON'T do this kind of stuff. People don't read instructions, so telling them what to do when they pick it up and having it right on the package will help.

 

Maybe you could also so a youtube video of things that could happen, or show how to remove it and put it on? that way you could refer people to that and they could see it, which for a lot of people is beter than telling them what to do.

Louise1980 Posted 13 Jan 2014 , 12:10am

awesome advice costumeczar thanks so much I really appreciate it! I wasn't trying to take it personal I was just so disappointed that she had such a terrible time with her image haha. My husband said in business you always get a few that aren't happy and its just a learning curb. Excellent idea on the youtube video. Will definitely be posting one of those! Thanks again so much! People don't know how to use a mold? Omg really? I thought some people were shockers but omg that is shocking haha!! When that happens you must think *sigh, here we go again* bahahaha!

costumeczar Posted 13 Jan 2014 , 12:26am

A

Original message sent by Louise1980

awesome advice costumeczar thanks so much I really appreciate it! I wasn't trying to take it personal I was just so disappointed that she had such a terrible time with her image haha. My husband said in business you always get a few that aren't happy and its just a learning curb. Excellent idea on the youtube video. Will definitely be posting one of those! Thanks again so much! People don't know how to use a mold? Omg really? I thought some people were shockers but omg that is shocking haha!! When that happens you must think *sigh, here we go again* bahahaha!

All you can do is bite your tongue and try to figure out what they're doing so that you can tell them to not do it. A lot of the videos on my youtube channel are the direct result of people asking me questions about things that I thought were so obvious nobody would need an explanation.

Louise1980 Posted 13 Jan 2014 , 12:29am

Thanks again so much! I am searching for a good video on you tube now to upload to my page! Your just awesome and so helpful :D

costumeczar Posted 13 Jan 2014 , 12:41am

APlus, I know that people don't read instructions because i'll have a listing for something like "50 flowers" and people will take the time to write me a message to ask " how many flowers is in this? "

Louise1980 Posted 13 Jan 2014 , 12:50am

Hahahaha! Omg that is terrible and so frustrating! Why don't people just take the time to read instructions? 

Godot Posted 13 Jan 2014 , 7:51am

APeople are stupid.

Louise1980 Posted 13 Jan 2014 , 7:52am

hahahaha Godot! It really makes you wonder sometimes hey!! :duh:

Godot Posted 13 Jan 2014 , 8:20am

ASeriously. There is no more natural selection and people have gotten more stupid over the centuries. It will be the downfall of mankind.

Louise1980 Posted 13 Jan 2014 , 8:22am

baaaaaaahahahahaha omg Godot you just made my day hahahaha! You speak the truth! 

Godot Posted 13 Jan 2014 , 8:37am

AI know!

costumeczar Posted 13 Jan 2014 , 1:46pm

No kidding...I just looked at my online reviews and someone is saying that she's very sad that she ordered gumpaste lily of the valley for $8 and only got one stem and one leaf (I actually sent her two in case one broke.) So she gave me a one star rating for it. Best part of that is that she had written to me asking what she would get for the price, and I told her one stem and one leaf. But because there was a picture of more than one that she saw on the listing photos, she expected to get something like 20 stems of them for $8.

 

I had the option of trying to contact her to "make her happy" or respond to the review and lock her one-star rating in, since it can't be changed after you respond to it. Guess which one I chose? I decided to just respond to it. Who cares, and I assume that most people reading my reviews will be able to see that she missed a lot of information, shall we say. People don't read instructions.

Louise1980 Posted 14 Jan 2014 , 12:22am

omg costumeczar that's terrible! I just changed my facebook page so I don't get reviews because of things like that, I figured if someone wants to say something either positive or negative then they can just post on my wall and if I don't like what they say I can at least 'hide' it hahaha. Guess what? A lady posted on my wall yesterday and added a photo of the same image that I sold to that other woman and guess what, it came off and she was able to apply. She used a store bought cake and put it on top of that, it looked so much better that what that other woman did, I am hoping that lady sees the post and realises it was her fault after all. For extra effort I got four other photos off this customer and featured it on my wall just to be sure. (I know she hasn't unliked my page so she should see it) and then yesterday when she was meant to come and get her refund I ended up having to message her and ask if she was going to come because we were waiting and waiting and no one arrived, she said her husband got called into work and she couldn't come and pick it up. In the end she requested a free cake topper for next time and I told her I would partially peel the edge so it should make it easier for her to pull off. *sigh* *headdesk* hahaha

this is exactly the same image as the one from the upset customer only difference is the personal message. I thought to myself "here you go lady this shows you it wasn't my sheets that was the problem, it was the skills of the person who bought it" hahahaha.

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