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THIS takes the Cake! so mad!! advice? - Page 2

post #16 of 43
Sorry this is off topic but... Not all survey companies are like that. In fact most are not. I have never heard of a Survey company sitting outside someones house! icon_eek.gif I know if they did that in MA they would not be in business long!
Jen...
post #17 of 43
5 months have gone by! She's in debt and short of money and looking for it anywhere she can find it. Do exactly as most of the others have told you, present to the BBB all of your supporting evidence and a professional, well-written, lucid summary of the events as they occurred. No emotion, just facts. You will be fine. She may complain, but I doubt she'll go to great links to 'destroy' you.

I was surprised to see that she was whining over a balance of $254 icon_confused.gif . That's what leads me to believe that she's desperately looking for money. I would be far more understanding of her position if (A) so much time had not already passed, (B) she hadn't already cashed the refund check, and (C) if her complaint was worth a lot more money. This is trivial. Address it and move on. You have much bigger and better things to devote your time and emotions to thumbs_up.gif . IMHO.
"One of the sanest, surest, and most generous joys of life comes from being happy over the good fortune of others."
- Robert A. Heinlein
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"One of the sanest, surest, and most generous joys of life comes from being happy over the good fortune of others."
- Robert A. Heinlein
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post #18 of 43
Sorry about this!

There are so many ways of going about pleasing and refunding customers, and I'm sure everyone here could have "done it differently" in some way, because everybody's personality and situation are different.

However I agree...this woman, FIVE MONTHS ago, accepted the half refund without a complaint and cashed it. And NOW she decides, what, she can't make her rent, and figures she'll try to get it out of the baker? No, the dishonest one is this woman.

I had a problem with an online company and I went to the BBB...but I went immediately. Not five months....NOW. From beginning to end the process was a month or less.

Sounds like this lady needed some extra cash. I hate that for you...
post #19 of 43
That's what I was thinking too...she needs money and is trying to hustle it out of you.

I hope you can get everything resolved soon!
Courtney
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Courtney
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post #20 of 43
Quote:
Originally Posted by mellormom

Sorry this is off topic but... Not all survey companies are like that. In fact most are not. I have never heard of a Survey company sitting outside someones house! icon_eek.gif I know if they did that in MA they would not be in business long!
Jen...



Don't mean to hi-jack thread but........Jen, I am in MA. The company in question is located in PA.
The car that was parked across the street from my house when I got home from work on Friday had NJ plates. That in itself is odd..........I live in a very country setting...narrow street, woods, very few houses, so when I saw the car parked there with a woman inside I thought "who the heck is this?"
My husband works from home sometimes but he was on a conference call when he said he heard someone knocking on the door about 1 1/2 hrs. earlier. Not 2 min. after I got in the house she was knocking. I asked her if she had left the pamphlets that were in between my door and she said she did. She than went on to say that this interview needed to be completed and that's why she waited in hopes of someone coming home.

I told her that we had another "field director" visit us not long ago and that I told that person we were not interested in participating. The entire time I was speaking to her she was trying to speak louder than me over my voice with her sales pitch. I couldn't believe the aggressiveness. This is exactly how the first woman was, which is why I wouldn't participate.

I handed the woman back the paperwork and told her to please leave, again, she would not listen, just kept on talking. Finally my husband heard the commotion and came up behind me. She than began directing her speech to him. At that point I said GOODBYE and shut the door.

She stayed on my front porch for 5 minutes looking in my Dining Room window. Finally, my husband opened the door and told her we had called the police and she should leave. Only after hearing that, she left, but she reinserted the pamphlets in our door before leaving. Handwritten on the papers it said, someone will return for an interview with you shortly.

I gave the police a copy of the pamphlets which had this woman's cell phone and name on it. Apparantly, our local police have had 6 complaints this past week about this company. Same circumstances as ours. They interview people (only 25,000) about different products, they only had 10 families in our area of Southeastern MA. I'm one of the unlucky few that were randomly picked.

We phoned the toll free number and asked to be taken off their list, and the police report was filed along with a complaint to the BBB. When I filed the complaint with the BBB, I received an e-mail saying it takes anywhere from 30 to 90 days to get a report in some cases, so this bride may very well have filed the complaint right after her wedding and it's just now coming up.
post #21 of 43
I'm not sure what I would do in this situation...she did get 5 tiers just not set up the way it was intended. If the set-up was of vast importance to the bride(this is definitely noticed when a bride orders...some are more concerned with how it's decorated than the set-up...and still some don't give two ^%&(s what you do just as long as the flavors are right), I would've refunded more...all but the cost of supplies(and noted that on a statement with the refund).
As a PP stated, different situations call for different solutions.

I would expect this bride may go further to prove her point...small claims court which is going to mean loss of time for you whether you win or not.
"Be the change you want to see in the world."- Mahatma Gandhi

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"Be the change you want to see in the world."- Mahatma Gandhi

miniature cake tutorial

http://www.youtube.com/user/MyNewSneakers?feature=mhsn
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post #22 of 43
Quote:
Originally Posted by all4cake

I'm not sure what I would do in this situation...she did get 5 tiers just not set up the way it was intended. If the set-up was of vast importance to the bride(this is definitely noticed when a bride orders...some are more concerned with how it's decorated than the set-up...and still some don't give two ^%&(s what you do just as long as the flavors are right), I would've refunded more...all but the cost of supplies(and noted that on a statement with the refund).



This doesn't quite make sense for me. If the whole thing, looks plus taste/flavor is important, the customer isn't looking to purchase flour plus butter plus sugar, you know?

Agreed that small claims court could be a losing situation regardless of the court's decision.
post #23 of 43
hmmmm...some brides are wanting a specific look and it must be dead on...they don't seem to care what your recipe consists of, "oh, vanilla, I guess". Some, focus on the shape of it, the design of it and yet others ...try every flavor of cake until they find the "one" that suits them and then tell you what their theme/colors are and let you run with it.

If I failed to deliver the cake's details that was most important to them, their refund would be higher than if one of the lesser details was missing or didn't meet her expectations.

If set-up, taste, and decorations were equally important and I failed in one of those areas, the refund would be based on the percentage of satisfaction/dissatisfaction.

If the bride paid 600.00 for the cake....



600.00 divided by 3(taste-set up/shape-decorations)=200.00

If I failed in every way....600.00 is refunded

only taste 200.00
decorations 200.00
set up/structural 200.00

2 of the details lacking...400.00

that is just how I figure it. Each situation does present its' own circumstances that may not work with the above figuring.

I wouldn't refund any amount without explaining how I came to that amount either.
"Be the change you want to see in the world."- Mahatma Gandhi

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http://www.youtube.com/user/MyNewSneakers?feature=mhsn
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"Be the change you want to see in the world."- Mahatma Gandhi

miniature cake tutorial

http://www.youtube.com/user/MyNewSneakers?feature=mhsn
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post #24 of 43
Quote:
Originally Posted by moxey2000

5 months have gone by! She's in debt and short of money and looking for it anywhere she can find it. Do exactly as most of the others have told you, present to the BBB all of your supporting evidence and a professional, well-written, lucid summary of the events as they occurred. No emotion, just facts. You will be fine. She may complain, but I doubt she'll go to great links to 'destroy' you.

I was surprised to see that she was whining over a balance of $254 icon_confused.gif . That's what leads me to believe that she's desperately looking for money. I would be far more understanding of her position if (A) so much time had not already passed, (B) she hadn't already cashed the refund check, and (C) if her complaint was worth a lot more money. This is trivial. Address it and move on. You have much bigger and better things to devote your time and emotions to thumbs_up.gif . IMHO.



In my imagination of the situation... 5 months have gone by, she is in debt because her new husband has left her because of her bitchy behavior, she has returned all the wedding gifts, or gotten refunds for them, and now she is after a bigger refund for the cake...just a thought...

A while back there was a big situation here on CC with a supplier who gave terrible service. They had lots of BBB complaints lodged against them, and in that case, most of the reports said "no response" ...which is a bad thing. Not responding is like saying "we don't care about our reputation."

In your case, all the evidence is on your side. You gave more of a refund than was necessary, imo. Give all your info to the BBB and you'll be in the clear.
Anna (105 lbs lost since June 1, 2009)
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Anna (105 lbs lost since June 1, 2009)
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post #25 of 43
Thread Starter 
The refund I gave her was exactly half the amount she paid...including tax and delivery...not that that matters.
I looked at the papers today, and she filed the second of October. It got mailed to me the letter Oct. 6, received it Oct. 11. so this bride waited for all those months.
I emailed her and asked her for a picture of her wedding cake....(I do not have one) and told her that I was a bit suprised since she accepted and cashed the refund check I assumed the issue was resolved...thank you in advance for the picture of the cake in question.

she emailed me back and said that she didn't get what she paid for, wants a full refund, won't be happy with any thing less, and does not want any other bride and groom to got through this. and did not send me a picture.

I really do think this bridzella will go out of her way to hurt my business. but at same time I feel very strongly against any other refunds.

at the bottom of the report it said something about 0600 issue already resolved, refund given.
they gave me until the 17th to respond...which I will in the morning.

part of me wants to pay this bitty (putting it nicely) off but asking for some sort of agreement that she never mentions my company name again.

thank you for your thoughts, please keep them coming.


Mike, I usually agree with you, but not this time...she cashed the refund check 5 months ago. what I feel like is that this is extortion.

melody
post #26 of 43
Thread Starter 
and I really wouldn't oppose small claims court.
If the judge sided with her...I'd pay more. I just can not see how that would happen since she accepted and cashed the check months ago.
I feel very strongly about this...and would like to yet, am worried about future loss.

I am a very fair person. I go out of my way to make people happy...which cost me money all the time...I constantly throw in stuff and don't charge, not always a good thing, but that's how I am. Husband gets so mad at me. but I feel very strongly about taking a stand here.

thank you friends,


melody
post #27 of 43
I too am like you and give things free and make my hubby really mad. But that's how I am.

If you don't already I would start carrying your camera with you and take a picture before you leave next time so you don't have to ask the bride for a picture. If you can't get a picture from the bride you might check with the photographer and ask them if they have the negatives and get a copy from them. The photographer should hold the rights to the pics so he shouldn't have to get permission to give you a copy. Right?

My mom is a florist and she has been burnt before by one of these "bridezillas". Since then she has taken her camera with her when she sets up flowers for a wedding and takes pictures of flowers so she has proof of what she did as well as for her albums for future clients to see.

I can't imagine a judge siding with this girl. Stranger things have happened but I really don't see how this could rule in her favor. You did your part.

Keep us posted and I wish you all the luck with this.

Kristin
Kristin
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Kristin
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post #28 of 43
Thread Starter 
I did/ and do always carry a camera with me. I buy disposable ones, easier for me. anyway, I lost that camera! never happened again I can assure you!
I take pictures of every wedding cake.

and I don't know which photographer she used.
post #29 of 43
The bottom line here is that giving her the rest of her money back WILL NOT help you in any way. She is going to continue to bad mouth you no matter what, even if she "agrees not to mention your business name" she will still do it. So I would ABSOLUTELY NOT give her another dime. If she did take you to small claim's court she would lose. She cashed the check, she waited 5 months to complain, and then she went to the BBB without ever contacting you to say the refund was not sufficient... Just respond to the BBB, tell them what you told us, and let it go.
post #30 of 43
I usually agree with you Mike too, but this time I don't. Had she forgotten a tier of the cake completely.. sure.. but all the tiers were present she just couldn't stack them the way she intended to due to structural issues. An executive decision needed to be made in order to prevent a real disaster from happening later on. It's cake.. it doesn't always want to do what we want it to do. I think the refund offered (and accepted) was more than reasonable. Had they not consumed the cake at all then yeah.. refund their money, but I agree with the OP.. this feels a bit like extortion.
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