AHi, I delivered a cupcake and cake pop order today. I just heard from the customer saying the kids at the birthday party didn't like the cupcakes and the frosting didn't make it. They loved the cake pops. The cake for the cupcakes and the cake pops was all the same (chocolate), which is what the customer requested. I made a marshmallow type of frosting. It's been humid here so I was nervous about it melting if left out. At delivery, I did tell them to be sure to keep them cool before the party. The customer didn't ask for a refund. Should I offer some money back anyway? I'm hesitant to because I didn't charge for the delivery, which was 100 miles roundtrip.
AHoly expletive Batman, you ate 100 mile delivery?!
AI don't know, I'd need to know more. I mean you already gave a bunch of money away already with that free delivery...doesn't necessarily void any complaints though.
AI did. It was for me sister's coworker. She had ordered from me last year so I have her a break on the delivery fee.
AAZCouture- yes that's where I'm stuck. I don't want them to be unhappy, but I ate the delivery cost.
AHave you spoken to her yet? I mean did she call, email, or text?
It is difficult to judge not knowing more. The frosting didn't make it, did it melt or curdle? And she said the kids didn't like the cake part, did she say what was wrong?
Do you feel like the order wasn't up to par with what you usually do?
Personally, I wouldn't have given her the free delivery, for such a long distance it seems like you've already had a profit loss but since you decided to give her that discount I think you need to keep that seperate from the complaint. I hope that makes sense.
You mentioned she was a returning customer, not that all customers shouldn't be treated the same, but that's where a large percentage of my orders come from and obviously you hope everyone will potentially be a regular customer. I would apologize and offer a small discount toward a future order, rather then returning money (especially if she didn't ask for it).
Regardless, I'm sorry, situations like this suck.
Just because the kids didn't eat the cupcakes does not mean they were not good! Given a choice between cupcakes and cake pops, the children I have baked for ALWAYS go for the cake pops, which would leave the cake and cupcakes uneaten…(until the following day)
There was a "chocolate cafe" fundraiser at my nephew's school, and I sent in 42 cake pops…they were gone in 2 minutes. They had every chocolate treat imaginable at the event, cookies, candy, brownies, fondue, e.t.c., but for whatever reason the kids wanted the cake pops.
So take heart…it was most likely just a choice the kids made. You need to relay this to your customer! Ask her if she eats every dessert she is offered at a party, she will tell you no…
Kids can only eat so much before they are full, so they ate the cake pops and were done. Doesn't mean they thought the cupcakes tasted badly.
No refund, and next time certainly charge a delivery fee, that's quite a distance!!!