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bad customer

post #1 of 11
Thread Starter 

hi  need advise.  after 2 weeks of closure for the holidays i open my bakery to the public for the first time for the new year.  i never have cakes leftover in my shop.  we work with real fresh cream and my cakes need to be kept in the fridge.  on the dome of the cake is a sticker that states  KEEP COOL.  customer did not phone to report a problem on friday.  she walks in my bakery yesterday with the cake  hot and melted away. she kept the cake in the car for the wholke day yesterday not in a fridge.  i asked her how must i correct the problem of my product .  if she kept it in the fridge i could have tasted the cake and check if it is stale like she says.  although i only opened and started baking on friday again. there is no way the cake can be stale.  i said to her i am prepared to give her 50% back of the selling price.  she is happy with that.  when i gave her the money she got upset and ask me what is this.  my husband walked up to her and said in that case you dont get anything back from me.  you were wrong to keep the cake in a car and dont think that the cream would melt away and go sour of the heat of the day.  she went crazy and took the cake with her.  saying I'm not done with you yet.  you will see what i do to you.  i dont care about that.  i would like to know am i right or wrong.

post #2 of 11

You give instructions with each cake saying it needs to be kept cool. It is NOT your fault that your customer ignores this advice. I think you went beyond goodwill by giving her 50% back, it was not necessary. She has no grounds for complaint or to take things further.
 

post #3 of 11

What kind of person leaves a fresh cream cake in a car for a day? icon_confused.gif
 

"Taste your words before you feed them to people."
www.sugaredsaffron.co.uk
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"Taste your words before you feed them to people."
www.sugaredsaffron.co.uk
www.facebook.com/SugaredSaffron
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post #4 of 11

As long as it states on your box to keep cool it is plain to see that the customer ignored the warning to keep it cool or simply does not know how to read!!!! It is clearly the customer's fault!!! She really should not have gotten any refund since she was the one who ruined the cake in the first place!!! She must have forgotten about the cake and left it in the car but it was her error not yours!!! I would not worry about it!!! This woman has no legal right to complain about anything to do with your cake since it was fresh when she got it!!!

post #5 of 11
I get customers quite often that want to pick up a cake at 8:30 am and drive around with it all day while they run errands! It is maddening, and I tell them it should be the last thing you do before you go to the party. People just don't get it, but that doesn't make you responsible! As long as you tell them, they are not entitled to any sort of a refund.

And your husband is my hero for that! Mine would've stayed out of it, or made me wish he had! He is too darn nice to the person screwing us over, and too darn mean to me, saying I over react!
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 #6 of 11

pretty upsetting--sorry that happened

 

rescinding the partial refund would really bite though

 

even though she really wasn't due one

 

bad scene huh

 

hope it all gets firmly securely put behind you soon

 

just for sanity sake but

 

there might not be any sanity left at this point

 

not that she deserves it

 

but just to put out the fire

 

what could you do now??

 

if you did contact her it might get even worse

 

but at this point in my life there is almost no price too high to bring about peace

 

sometimes really stupid annoying ignorant undeserving people disturb my peace unjustly

 

if all it takes is dumb money to appease them--no contest

 

just moi

It is not what you teach that has the greatest impact, but what you tolerate ~ Shoemacher

 

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It is not what you teach that has the greatest impact, but what you tolerate ~ Shoemacher

 

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post #7 of 11
The customer is definitely in the wrong here in terms of keeping the cake in the car, but if you were in the customer's shoes and a vendor offered a refund then took it back because they didn't like your reaction you would be pretty pissed too. I probably wouldn't have offered a refund at all in this situation, but once you offer something it can make things much worse if you take it back.
post #8 of 11

If she kept the cake in the car all day, then you didn't need to refund the money. But once you decided to refund the money, and told her that you were going to refund the money, then you need to do that. Because now that your husband stepped in and said she can't have the money, she's angry.

 

Sorry that this happened to you. Maybe you should verbally tell them to keep the cake refrigerated, even though you have a sticker on the cake that says "keep refrigerated".

post #9 of 11
Quote:
Originally Posted by grootendorst View Post

hi  need advise.  after 2 weeks of closure for the holidays i open my bakery to the public for the first time for the new year.  i never have cakes leftover in my shop.  we work with real fresh cream and my cakes need to be kept in the fridge.  on the dome of the cake is a sticker that states  KEEP COOL.  customer did not phone to report a problem on friday.  she walks in my bakery yesterday with the cake  hot and melted away. she kept the cake in the car for the wholke day yesterday not in a fridge.  i asked her how must i correct the problem of my product .  if she kept it in the fridge i could have tasted the cake and check if it is stale like she says.  although i only opened and started baking on friday again. there is no way the cake can be stale.  i said to her i am prepared to give her 50% back of the selling price.  she is happy with that.  when i gave her the money she got upset and ask me what is this.  my husband walked up to her and said in that case you dont get anything back from me.  you were wrong to keep the cake in a car and dont think that the cream would melt away and go sour of the heat of the day.  she went crazy and took the cake with her.  saying I'm not done with you yet.  you will see what i do to you.  i dont care about that.  i would like to know am i right or wrong.

Here is what I understand:

 

customer caused damage

 

you offered customer 50% back and handed that sum to her

 

Customer refused the 50% refund THEN your husband told her to accept either 50% or nothing

 

Customer refused the 50% again and uttered threats against your business

 

Do you owe her?  NO NO NO.  A stupid customer who causes damage and then refuses 50% refund gets ZERO.

 

If you should ever need, get yourself a data-logging thermometer for your shop refrigerator.  It stores the temperature readings which can be downloaded into a PC file.


Edited by BakingIrene - 1/16/13 at 1:02pm
post #10 of 11

oh wait

 

so she did not like the cake on friday but did not call you

 

and instead of keeping it chilled so you could observe the alleged problem

 

she kept the cake in her car and it's certainly clearly spoiled now

 

oh

 

i would have offered the 50% or possibly fully refunded

 

depending on a few other variables

 

not that i believe her but just that there's no way to tell

 

she did return promptly with evidence even though she did not keep it properly

 

even if a lot was 'eaten' or missing off the cake plate

 

because you don't know how many people she served before she started to think it was not right

 

no way to tell for sure

 

messy mess so sorry

It is not what you teach that has the greatest impact, but what you tolerate ~ Shoemacher

 

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It is not what you teach that has the greatest impact, but what you tolerate ~ Shoemacher

 

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post #11 of 11
If she refused the refund that's that. Keep an eye out for online reviews where she claims that you sold her a stale cake so that you can either respond (in a professional manner!) or ask the review site to remove the review. Other than that what is she planning on doing? She sounds like a nut job.
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