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received a negative review from a customer, what should I do?

post #1 of 33
Thread Starter 

I had to deliver a birthday cake, a smash cake and 120 cupcakes for first birthday party on Saturday. 

 

Today the customer had sent me an email saying the cake was dry. I'm surprised. After doing cakes for an year this is the first time I got a feed back like that. Now he wants a refund. At the delivery, he told the cake was not really symmetrical. So, I refunded $95 at that point too. 

 

The order was done in very short notice as well. I'm really upset about. I spent three sleepless nights doing the cake and now I have to face this. 

 

What should I do? 

post #2 of 33
Do you think it was dry? Or is there even a possibility it was dry? Maybe he knew how easy it was to get the $95 back, so he figured he would try for more.

Do you sample your cakes when you level them? I always do, even if it is.a.flavor I don't like, like coconut. I have never had a dry cake, I am positive.
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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post #3 of 33
Thread Starter 

I did sample the cake. It was one of the best cakes I have made. It tasted great

post #4 of 33
Are you saying the customer posted a negative review somewhere else in addition to contacting you? If so, all you can really do is reply publicly to the review (if you have that option) explaining that you are sorry the customer didn't enjoy the cake, but you already addressed the customer's concern with a refund, and there were no quality issues with the cake based on sampling.

How much was the total charge for the cake?

And was there an actual structural issue with the cake at delivery that caused it to look asymmetrical?
post #5 of 33
Thread Starter 

No Jason, he emailed me that he didn't like the cake. The entire order was $545. then I refunded $95 at the delivery. 

 

The order included Birthday cake -$230

Smash cake -$25

120 Cupcakes $240

5 Cupcake stands $50

post #6 of 33
So at this point I would just email the customer a similar message (sorry you didn't like it, the samples during the decorating process were fine) and leave it at that.
post #7 of 33
Thread Starter 

He is asking for a further refund of $150

post #8 of 33
If this is in response to an email you just sent, I would just reiterate your apology and your position that there were no quality issues with the cake, and wish him the best of luck for future events.
post #9 of 33

I think that you have more than enough as a refund.  I would advise him that you have tasted the cake from the trimmings while readying it for decorating and that it was not dry.  I would tell him sorry Charlie but you already got more than enough and answer his derogatory review as stated before. 
 

Cake brings out the inner child in you.
 

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Cake brings out the inner child in you.
 

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post #10 of 33
Quote:
Originally Posted by Janani65 View Post

I had to deliver a birthday cake, a smash cake and 120 cupcakes for first birthday party on Saturday. 

 

Today the customer had sent me an email saying the cake was dry. I'm surprised. After doing cakes for an year this is the first time I got a feed back like that. Now he wants a refund. At the delivery, he told the cake was not really symmetrical. So, I refunded $95 at that point too. 

 

The order was done in very short notice as well. I'm really upset about. I spent three sleepless nights doing the cake and now I have to face this. 

 

What should I do? 

1. First of all ask by email, WHICH cake was dry.

 

Your cupcakes could well have been overbaked even if the larger cakes were OK.

 

2.  Get enough sleep when you are baking cakes for $$$.  Customers will expect a neat and level cake for that much $$$.

 

3.  NEVER accept an order at short notice if you cannot really make it.  Never mind how much $$$ they offer--if you can't make it properly, then don't.

post #11 of 33
I would do the same apologise for him not liking the cake, but I would not refund anymore money, you have already done a good will gesture on delivery. There will always be someone that claims that the cake was dry, not right, trying on there luck. It's hard to please almost everyone. I'm sorry that you have had to experience that one bad complaining customer, from what you have explained it sounds that his complaints are not justified.
post #12 of 33
Thread Starter 

Jason - I sent him a reply addressing all his concerns. 

 

Cakegrandma - I told him that too. My husband who is very critical about the taste of my cakes, said this is cake is tasty on his first bite. When I gave him to taste. 

 

BakingIrene - I learnt my lessons. It wasn't worth anything I did. the customer was very wavy about the order, I didn't even believe I had a real order until  I received the deposit. That was also two days after the day he promised. I didn't reply my mails on time. I should have taken those clues. 

 

The customer was talking about the big cake. Anyway, I'm very disappointed. I anyway have trouble taking in negative comments. This is worse. Regardless of how much I get paid for a cake, if I can make a customer happy that's worth a million for me. 

post #13 of 33

yes that would really sting

 

and even though the cakes are sight unseen by me

 

it just sounds like buyer's remorse--he negotiated a big discount already and accepted the order

 

almost 20% discount--i think 10% woulda been plenty enough

 

i don't think another refund is going to make him happy either

 

give this enough time and let this get all healed up and you will be the wiser and better for it

 

it happens

 

it sucks

 

and we've all been there--you're not alone--i think you did the right thing

 

it's ok and you're ok

 

this does not effect your ability to make the next customer happy!!!!

read the ingredient label

 

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read the ingredient label

 

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post #14 of 33
Thread Starter 

K8memphis! Thank you for your words! I felt horrible after the incident. I have another order to deliver next weekend. I had lost my spirit! 

 

I even doubted my abilities and seriously thought about giving up. I love baking cakes and decorating. At the start up I used to offer my friends to give cakes just because i wanted to decorate a cake. Incidents like this can be really depressing and this is a first. So, I needed a lot of time to get use to that. In the past year I've baked cakes, I had never heard a negative comment to any of my cakes. 

post #15 of 33

while it can really hurt especially when/if unfounded

 

(and besides you responded well and did all you could in a customer service way)

 

perhaps a way to get a handle on a critique/criticism

 

so that it doesn't take us down as much (and understandably so)

 

is that it does make us better in general of course you know this anyhow

 

going forward you will be super vigilant to make every cake uber symmetrical and

 

circumspectly continue to make them as nice & moist as always

 

this will make you more sure of your own product and help build fortitude

 

to politely stand your ground or gracefully discount going forward

 

takes a while to take it all in

 

so look forward to your next order and have a blast with it!!!

read the ingredient label

 

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read the ingredient label

 

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