First--I use Sylvia Weinstock's white cake recipe, always have. It's great; I love it. Brides love it. Use IMBC and home made fondant (mmf).
Issue: I made my usual white cake torted and filled with 4 layers of IMBC lemon filling and freshly made fondant on a 3-tiered wedding cake last weekend (one of 3 weddings). Baked Wednesday, decorated Thursday, picked up Friday and driven at least an hour away (had them sign a disclaimer for that) for a Saturday wedding (100 degrees wedding day).
Heat and travel weren't an issue, thank goodness.
Today the m.o.b. emails me lots of exclamation points and all caps, to say that it was horrible, dry, no one wanted to eat it, it had no flavor except pure shortening (hello?? I don't use shortening in IMBC or the cake), no flavor to the filling and guests were complaining and didn't want to eat it, it tasted old, frozen, and dry (I actually was baking late that week because I missed Monday and Tuesday at work), and that she (using lots of all-caps) wants this compensated because it's a customer complaint etc etc. and that she will 'take it to the next level' if she needs to. (wth? seriously??)
I called her immediately because I find people are willing to be much ruder via email than they ever would in person, and told her of course I'm sorry to hear this (subjective) complaint, and that this recipe is an award winning cake that I serve thousands of times per year. I actually taste all the trimmings and fillings of every cake, and not only was there NO shortening used, except a bit to knead the mmf, but the filling had so much lemon added (I thought) that any more would have tipped it over into 'bitter' lemon flavor. ?? Since she said there's a lot of it left, I told her to have the bride wrap it up WELL, freeze it, and bring me what was left and I will see what needs to be done. (she's like "well of couse you'll say it's good" because it is.... but anyway)
Fortunately for me, I have a dozen cupcakes left from her actual cake batter AND a bunch of the imbc from that cake in the freezer still to, and I had one, and it's delish.
UNforutunately for me, I don't have a contract other than an invoice and a credit card transaction by phone. (I KNOW. I used to always do a contract but got away from them). I told her I'm not discounting half a cake because of a subjective complaint about a cake that had nothing wrong with it (seriously) other than possibly guests who were expecting bakery glop sweet icing and got IMBC. She said they asked her if I "used lard" in my icing. wth?
The bride just called and is bringing the leftovers in Friday this week, and I told them I then will decide what we can do, but I'm not going to roll over and give them half their money back because of a hearsay (guests-say) issue over a cake and icing that get RAVE reviews every other day of the year, which I personally tasted from start to finish.
Ok : go. what say you??
tick tock-- I need to have a definite plan by Friday.
Thanks you guys! I need your help on this one.