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Customer wants refund

post #1 of 107
Thread Starter 

I had a recent order which was booked last minute, and the customer haggled a lot over the price. She picked up the cake yesterday afternoon, and emailed me last night saying the cake was dry and flavorless and no one finished their piece.

 

I was shocked, because I got 2 other emails from customers who got their cakes from me yesterday (same cake, same buttercream & fondant) and they were all praise for the taste and design.

 

I replied to this customer saying I was very surprised she did not like it, and I have never ever received a negative review about the taste and texture of my cakes. I also told her about the positive reviews I got yesterday from the 2 other clients. I told her I stand behind my product and would be happy to make 6 free cupcakes for her, or a small cake, to prove that my cakes cannot be dry and flavorless.

 

She replied saying she'd rather get her money back as the cake was supposed to be the highlight of the party and they were very disappointed.

 

I still have the cake scraps from yesterday and they are moist and not dry at all. I am thinking she is trying to get her cake free, as she had bargained over the price back and forth quite a bit.

 

Should I refund her part of the amount, or just refuse? Thanks!

post #2 of 107

i just want to say i'm sorry you are going through this--it really sucks

 

are you going to have her return it to you? maybe as a last resort? stand firm first?

 

so not cool but part of doing business and why it's vital to be legal so you can stand your ground

one baker's 'never ever do' is the next baker's 'i swear by this'
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one baker's 'never ever do' is the next baker's 'i swear by this'
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post #3 of 107
Thread Starter 

Kate, I am a legal business :) 

post #4 of 107

Do you have a contract?  Does it specify a return policy?  Even in the absence of a contract for smaller orders there should be some fine print on your receipt that specifies a return policy based on the return of a product the customer deems inedible, and a refund or "product in exchange" policy.  That prempts those who want to have their cake and their money too.  No product, no refund.

 

I'd ask her to return the left over product.  If she can't do so, no refund.  If she has product to return, you have a starting point from which to go forward.

deborahanne

http://grandmasugarskitchen.blogspot.com/
http://fromlinetocolor.blogspot.ca/

Life begins at 325° F, and, yes, that IS powdered sugar in my hair.

Baby Shower
(6 photos)
Birthday Cakes
(6 photos)
Christmas
(6 photos)
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deborahanne

http://grandmasugarskitchen.blogspot.com/
http://fromlinetocolor.blogspot.ca/

Life begins at 325° F, and, yes, that IS powdered sugar in my hair.

Baby Shower
(6 photos)
Birthday Cakes
(6 photos)
Christmas
(6 photos)
Reply
post #5 of 107

That is not cool, I am sorry for this.. I think when she said the cake was suppose to be the highlight of the party, yet she ordered it last min would have been a red flag for me. If it was the highlight why wait till the last min to order. You pulled through for her with a cake at last notice and I think your reply was proper.I think what K8 said is good too, ask her for the product back so you can do your own investigation. I would simply say to her

 

Thank you for making me aware of this issue. In this case in order for me to give a refund I must have some of the product back so I can test my product to make sure of this issue. Can I ask a couple questions 1: how were they stored? 2: what day did you serve them on?

Thank you I look forward to hearing from you to solving this matter

post #6 of 107
Thread Starter 

Thanks, cakeyouverymuch! Yes, it does say the following on my invoice - 

 

"We are responsible for preparation and/or delivery, as discussed with customer and any changes to products after pick up/delivery is not our liability. No refunds/exchange/return on edible food products."

 

So you suggest asking this customer if she has any leftover cake? I am sure she must have thrown it out, or maybe left it uncovered, sitting somewhere, so it could have dried out? 

post #7 of 107

Sounds to me like she just wanted a free cake. 
People just don't want to pay for something that just gets consumed by others and leaves them with nothing to show for thier money.  Sad, but true.
 

post #8 of 107
Thread Starter 

Thanks IzzySweet! Yes, the fact that she haggled over the price, and is now wanting her money back shows she didn't want to spend any money at all. What should I say to her if she replies saying she threw out the cake? 

 

She had also said that a lady at her bank had heard of me and wanted to try me out, and had asked this customer to tell her how she liked my cake. Will she badmouth me now?

post #9 of 107
Thread Starter 

Exactly, four231!

post #10 of 107
Quote:
Originally Posted by fcakes View Post

Thanks IzzySweet! Yes, the fact that she haggled over the price, and is now wanting her money back shows she didn't want to spend any money at all. What should I say to her if she replies saying she threw out the cake? 

 

She had also said that a lady at her bank had heard of me and wanted to try me out, and had asked this customer to tell her how she liked my cake. Will she badmouth me now?

If she threw it out you will simply say that you have others from that same bake that went elsewhere that praised the taste and moistness.Without her product you can not do a tasting to find out if the cake was a refundable product.

Walmart or any other store will not give you a refund without returning the clothes or their product..if this girl wants a refund and the cake was dry than she would have kept it to show it to you..So what if she tells the girl at the bank, you have two others from that day that loved your product. It is too bad that you went out of your way to make this last min order for her and this is what you get.sometimes the good people get the crappy end of the stick.

post #11 of 107

Oh and refer to your invoice because you have it covered right there ;)

post #12 of 107
Stand your ground sister!!
post #13 of 107
Quote:

Originally Posted by fcakes View Post

 

So you suggest asking this customer if she has any leftover cake? I am sure she must have thrown it out, or maybe left it uncovered, sitting somewhere, so it could have dried out? 

 

When I want my money back for a defective product, I normally return said product as proof that it was defective.  Why would I expect anybody to simply take my word for it?  At this point, 24 hours later, even if she had left it out, the inside should not be dry.  There is a clear difference between the outside of a piece of cake which has been left uncovered, and the inside of the same product which has not been exposed to the air.

deborahanne

http://grandmasugarskitchen.blogspot.com/
http://fromlinetocolor.blogspot.ca/

Life begins at 325° F, and, yes, that IS powdered sugar in my hair.

Baby Shower
(6 photos)
Birthday Cakes
(6 photos)
Christmas
(6 photos)
Reply

deborahanne

http://grandmasugarskitchen.blogspot.com/
http://fromlinetocolor.blogspot.ca/

Life begins at 325° F, and, yes, that IS powdered sugar in my hair.

Baby Shower
(6 photos)
Birthday Cakes
(6 photos)
Christmas
(6 photos)
Reply
post #14 of 107

Did you ask her for the cake back?  I mean, if it was so horrible then they must have leftovers for you to taste!!  If she still has it and even if she left it uncovered, you can still cut a piece from the middle that wasn't exposed to air. 

 

I hate mean people!!  Someone is always wanting something for free!!!

post #15 of 107
Quote:
Originally Posted by fcakes View Post

Kate, I am a legal business :) 

 

 

yes of course that's what i mean--good that you are

 

i wasn't doubting i was being thankful

 

because sh*t happens

one baker's 'never ever do' is the next baker's 'i swear by this'
Reply
one baker's 'never ever do' is the next baker's 'i swear by this'
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