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refund question - Page 8

post #106 of 123
Quote:
Originally Posted by Melnick

Quote:
Originally Posted by K8memphis-



Yeah and to me, one of the reasons Kory is getting such great reviews here is because she didn't melt into a puddle of oh my Gawd somebody didn't like my cake I must throw money on this as fast and furious as I profusely apologize.



No, I believe she is getting such great reviews because she owned her mistake, was gracious with how she dealt with her customer - she stated why things went wrong without trying to sound defensive - and didn't blow her off and made a fair offer of compensation as a starting point. That's what makes a class act in my opinion.



Not just though--to me it's more cause & effect if Kory didn't have her own backbone she woulda crumbled into a puddle of oh me oh my like many of our cake buddies do in similar situations.

Other cake buddies own thier issues with their cakes/clients and are gracious--they just about go on to own the national debt too and become the poster child (emphasis on the word child) for thowing out the baby with the bath water.

Oh me oh my, you din like the xyz here's my hard earned cake money--take it take it quick. I want you to have your cake and your money too. Dirty money. I earned it but we all know I'm not worth that--take it.

To me in order for her to own her mistake and be gracious she's had to decide her evaluation/opinion of her own work was more important aka level-headed than the bride's opinion of the cake. She's only offering a $200 gift certificate. In Alaska that's the equivalent of an 8" or 10" cake I think? She's not paying their mortgage, not putting the first born through college what's that about?
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post #107 of 123
And truth to tell--this issue is actually the biggest reason why I did not continue with caking at home when I learned it was illegal to do so--many moons before I got onto cake message boards. This like fifteen years ago.

I felt I needed to be legal so I could play hard ball when necessary. If I was not legal I didn't have a leg to stand on. Being legal to me was a means to an end of being able to wheel & deal. Otherwise I'd be at my customers beck and call and whim. Uh ugh not moi.

I had had a momzilla--she taught me that I needed to have my feet firmly planted.

That's all I'm saying. I'm not like giant head girl or something. And at the same time I know my work is excellent, sought after, brings joy, people do not forget my cakes, people feel lucky when they get a cake from me. Which is just like you!
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post #108 of 123
first off, i'm sorry this happened to you kory! you are such an amazing cake artist! and that cake is *gorgeous*!

its so nice to see you respond to the bride and take responsibility. wayyy too many members here *always* attack the bride and refuse to own up to their mistakes. customer service is *EVERYTHING* and its so refreshing to see that you are a true class act. i think you did the right thing with your response and hopefully the bride will accept your offer. if she doesn't, i personally would offer her a chunk of money back.
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post #109 of 123
Thread Starter 
Thanks for the support everyone icon_smile.gif

I still have not heard a reply from the bride. I will wait until Sunday (1 week) then assume the offer is accepted and mail off her GC.
post #110 of 123
I believe a gift certificate is the best idea. When your running a business paying your customer isn't going to pay the bills. By making another cake for them your not going to miss out on all of the money. Although it does mean they'll be coming back and have to deal with them you will have the chance to make things right. You also might just win out that they'll never come back even with a gift certificate.
If her whole goal was to surprise her husband then you can help her do that with a cake on his birthday or maybe even for their anniversary next year. Yes it's not the top tier of their original cake like transition says but hey, it would be the top she always wanted.
post #111 of 123
What a gorgeous cake and what a dumb, crybaby bride. Good grief, it was such a minor error and probably worked out for the best (design wise) anyway. If that little issue ruined her whole wedding, then is her whole life going to be ruined the first time the pizza guy brings the wrong kind of pizza?

No way should she get a free or hugely discounted cake. $200 gift certificate was generous, but with a whacko customer you probably don't want any repeat business from her.
...will there be cake?
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...will there be cake?
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post #112 of 123
I missed this thread from the beginning, but just read through it all. Kory, that cake is gorgeous! I was having a hard time picturing the fade on each tier vs. a single fade up the cake, but I must say that the multi fade is WAY better than I was picturing. I think that says a lot about your airbrushing skills. I've seen airbrushing that looks like my 2 year old did it.

I'm terrified to even attempt to try airbrushing for fear that my 2 year old could do better! lol....

I think you handled this in a classy manner and we should all take notes on how to deal with an unhappy customer/cake recipient.

icon_smile.gif
post #113 of 123
Where's that bride, let me rough her up a bit for ya!....LOL!

She is CRAZY to think that what she invisioned would be prettier than what she got. It is an amazing cake! Ugh People!
post #114 of 123
Dude - I can't believe I sat here and read all of this.

1. KoryAK you handled it GREAT!!!!

2. Regardless of why the bride wanted the cake, if she's a drama queen, and even that the cake is freakin' awesome - it wasn't what she wanted and it was late. Cool - KoryAK knows that and offered waht she thinks if good.
Cake decorating ROCKS!!
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Cake decorating ROCKS!!
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post #115 of 123
Quote:
Originally Posted by Uniqueask

Quote:
Originally Posted by Alaskahsm

Okay, I'm not trying to start anything, but I know it probably will and I know I am also a new person, so it will seem strange me saying this, but here goes.

Most of the people that are saying give full refund or give huge refund, seem like they are newer people here. Do these people own business or just hobby bake? If you were running a business do you really think you would give a full refund for a small mistake like that? Come on, I don't even run a business, but I know that's not how it works.



I have been waching this post, for a while, and was not going to comment, but I agree with you 100%, and I am an hobby baker. People don't know or don't want to know until the shoes are on their foot.



I'm kinda new here and don't own a bakery and don't intend to bake professionally. I really admire you all that bake professionally. Just the 'fun' 'cost only' cakes I've done are very time-consuming and stressful. I'm not cut out for the big time and thankfully I know that. icon_smile.gif
Anyway, I think in this case a total refund would be crazy. The baker did 2x the work on this one cake and while that isn't the bride's fault, it impacts the business and bottom line. IMO, since the bride was not upset enough to reject the cake entirely and allowed the cake to be eaten it shows a measure of acceptance in this deal. I think the baker handled it just fine.

Also, giving full refunds DOES bring out the 'something for nothing' nuts of the world. I have relative who has elevated it to an art form. They have closets full of junk that they collect just because they can get it free. Then they try to re-sell it or give it as gifts (dried out ballpoint pens, disposable razors and adult diapers are great gifts...who knew?!) They know every discount scam and all-you-can-eat buffet there is (to them, all-you-can eat includes wrapping the equivalent of another 2-3 meals along with all the condiments and some silverware and stuffing them in a tote...for later). It isn't that they are needy either. They work and buy expensive 'keep up with the Jones' type of big ticket items. But scams are a game/hobby to them and that is why it is so important to never encourage them. I could easily see my relative ordering a wedding cake just because they heard that a baker would give it to them free if they complained. Do they need a cake...no. Would they work this scam? Absolutely. These people are out there and they'll ruin your business if you let them.
post #116 of 123
OK, THAT CAKE LOOKS GREAT BUT AFTER LOOKING AT IT, I CAN'T BELIEVE THEY PAID OVER $700 FOR IT!!! WOW...
BTW, CASH IS WAY MORE HONORABLE!!! icon_eek.gif
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post #117 of 123
After re-reading the initial post of what the cake was supposed to look like vs what she got-I can't imagine that cake looking classier than the delivered product. That you had to scramble to make another-all I can say is WOW!!! That is one beautiful cake and I cannot believe it was quickly put together.
post #118 of 123
For reference, I don't sell cakes - just a hobby baker. But, I have been on the bride's side in getting a cake that doesn't look like it was supposed to. It was 20 years ago - but I literally stood there and cried. I didn't have a very large wedding, but wanted a really nice cake. Now this was 20 years ago, so don't laugh, but I ordered a fountain and they didn't bring it. So the cake stood like 1/2 as tall as I wanted, and the burgundy color (yes, I now know that burgundy is a really hard color!) was not right. Yes, it retrospect, it's not a big deal. But on that day it was. I cut corners elsewhere to be able to afford to hire that cake lady. In the end - she refunded me $10 for the fountain. It wasn't about the fountain!

I think maybe sometimes we should remember that cake has really turned into such a big deal that people are willing to pay $5.00 + per slice for the art of it too. If they just wanted dessert, they wouldn't need to spend hours upon hours deciding exactly what that cake should look like, what flavors, etc.

The cake WAS beautiful! Not a complete disaster! I agree. But, it wasn't want she ordered. The look of the cake is at least 1/2 as important as the eating of it. I think she should be refunded cash, like 1/3 of the price.

There's a lot of pricing discussion on here, and it's always "need to charge for the art - not the cost of the cake". So why is the "art" not important when discussing a refund if the "art" wasn't right?
post #119 of 123
Oh - I hope I didn't sound too snotty there! You guys are all fabulous, and so helpful. I just feel really bad for the brides when I read these posts sometimes. (I am familiar, too, with those folks who complain about every little thing on purpose to get some money back - I'm not naive.) But it just doesn't sound like this bride was nit-picking.

And KoryAK, your cake was gorgeous! So sorry this happened to you! You did handle it very professionally and calmly! Hope it all works out ok for you.
post #120 of 123
I was wondering whatever happened with this.
Never mistake kindness for weakness.
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