HI all! hoping to get your opinions on a situation. A customer ordered a cake from Pinterest. We changed from one tier to two. I delivered the cake today and they were disappointed and simply put, quite rude. I modified how the buildings looked on a cake, which they didn't like. I started saying, " I should have cleared the modification with you..." and before i even finished the sentence, the husband, quite condescendingly, said, "YES, yes you should have. It's not at all what we expected. Have you seen the picture?" The change of how an element looked is on me-i usually ALWAYS run it by a customer, but this time, since i thought i was upgrading them to a better looking set up, I didn't check (too swamped). So i was feeling all sorts of bad, but the general rude disposition from the first minute we started talking prevented me from saying, "What do you want me to do?" because damn, I spent A LOT of time on the cake.
#1 problem I see is a "custom cake". So every detail, is something that they choose. How you "upgraded" is not an option. The key is "custom". So if the discussion and contract reflect that, the more "exact" the details are, the better.
#2 Not including a disclaimer about a "copy" or "artistic representation" of a different caker artist's work is also a problem. As you said this cake was from "pintrest".
I am sure you worked hard on it, but if that was not what they ordered, then it is not right.
Can you post a picture? Maybe even both pictures : your cake and the pinterest cake that you got from customer.
How do I post pictures to this thread? would be a lot easier to make my points....
I didn't change the design, but how the element looked. they just expected an exact copy, and it wasn't-and we miscommunicated, quite clearly.
How would you word a disclaimed about "artistic representation"?
I think I read others use language like: "Customer provided a photo that will be used for inspiration. Baker is not the original creator of the provided photo and cannot, and does not guarantee a "copy" but rather a similar artistic representation. This includes colors, forms, decorative elements and structure."
Natka, would love to post both pics, but don't see a way to post a pic to the thread?
If they ordered it from a specific design and you changed it without clearing it with them, then that isn't what they ordered, so they were in their rights to be snippy. They were rude, but at least they paid you for it. Just chalk it up to a lesson learned and clear any changes in the future, or make sure people know that you might do a version of their picture but not an exact copy.