Hello fellow cakers, could really do with some second opinions. A bit long, but I hope not too much. Apologies if it is.
We received an order for a chocolate golf birthday cake with one weeks notice. We have a 7 day notice policy so this customer just got the order in time.
The original quote was for £55 for a fully decorated cake with topper. She stated that it was outside her budget, so we redesigned the cake to make it doable for £40. There were several emails back and forth (each more helpful than the last) and she submitted her payment via our online paylink to confirm the booking. On receipt of receiving her order invoice she then informed us that the delivery is to be outside our free delivery zone, which would be an additional £5. As an act of generosity we decided to wave the fee.
Fast forward to the delivery, and we have a nightmare of a day. As the chocolate cake is to be delivered between 2-4pm and we had a delivery at 12noon which got rearranged to another venue last minute, that we were not told about until we got there. Which resulted in the chocolate cake arriving 40mins late. As we were out of office and had no contact number we decided to drive flat out and try to make the delivery as soon as possible. Ideally a courtesy call should have happened, but the customer would not supply a contact number. I was prepared to offer a discount on her next order but she appeared happy and glad to receive the cake.
I then received the below email.
" I am really sorry to have to write to you again but am seriously upset with the level of service received from you, the lack of communication and then to find out from my brother today, who the birthday cake was for, that the whole thing was actually inedible. The staff in the restaurant had trouble cutting the cake itself and the simple chocolate sponge was so dry it was rock hard and not a single morsel was eaten. The cake was left at the restaurant and my brother apologised to the restaurant owner after asking him to dispose of it.
I sort all my family birthday cakes out and thought that I would try a small local business rather than a large chain, unfortunately I will have to rethink where I go next.
I do look forward to hearing from you ref the above.
Regards 'one unhappy bunny' "
We have never received a complaint with our chocolate cake and always have had great feedback. However, this does not mean that this cake was just as good and it could well have been below our standard. What I do find strange is that the none of cake was not eaten, yet was said to be inedible. No remains of the cake have been left for us to see or inspect as it has been disposed. I am planning on emailing the customer in the morning to arrange a talk over the telephone as I would like to find out:
1) how long was the cake left from delivery to being served?
2) how as it kept?
3) Restaurant that decided not to serve the cake, (as I will be contacting them)
4) Why was the cake disposed of instead of kept to show us?
I do feel she may be trying to pull a fast one as without inspecting the cake, its only going on hear say. Her payment should have been released to us Friday but it is still pending. The funds have come out of her account and should have been released to us on friday. This may change tomorrow but if it hasn't, it means that she had stopped the payment on Friday. But this is not yet certain.
Any opinions or advise would be greatly appreciated.
Thanks in advance.