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Customer wants refund - Page 2

post #16 of 107
Thread Starter 
Quote:
Originally Posted by -K8memphis View Post

 

 

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

 

i wasn't doubting i was being thankful

 

because sh*t happens

Oh.. okay :)

post #17 of 107
Thread Starter 

So she replied saying she has the cake, "no one likes it. All that was cut was the day of the party". So I am going to ask her to meet me to get it back. What would be the plan of action now?

 

Taste the cake in front of her, see if it is dry and refund her the entire amount?

 

Thanks so much for your guidance, everyone! I haven't had this happen ever!!

post #18 of 107

Is it dry or did no one like it?? In the beginning she said it was dry, now she has it but nobody liked it hmmm.. if it is not dry it is not your fault anymore..if you taste it and it does not taste off (make sure you go for a piece right smack dab in the middle) then sorry she got what she paid for.

post #19 of 107
Thread Starter 

Here are her exact words pasted below from 3 separate email responses:

 

 the texture & taste was no good. It was dry & flavorless and the fondant wad hard a chewy...no one finished their piece

 

We would rather have our money back. We were so disappointed! The cake was the main part of the party & when kids do not eat the cake you know something is wrong. im sorry this happend but you can understand how we feel.

 

no one likes it. All that was cut was day of party.

 

So I will taste it in front of her, and if it is not dry, tell her that I do not find it dry, and give her back  the cake or get it back with me, and tell her I cannot refund her the money. I have a feeling she will start arguing with me right there, in the parking lot! Not sure how to handle this..... 

post #20 of 107

fondant is always hard and chewy

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post #21 of 107
Quote:
Originally Posted by -K8memphis View Post

fondant is always hard and chewy

 

i mean it doesn't melt in your mouth like americans are used to having icing that dissolves on the tongue

 

it might be her first time with fondant??

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post #22 of 107

bring your invoice with you because it states your policy. did she sign anything on the invoice? If it is not dry nothing should be refunded. Kids hate fondant and that would be her fault for ordering it. For children's parties I would talk them out of fondant. When it comes to kids ( I have many lol) if the first bite is yucky for them the hole cake is bad in their minds.It is rare you find a child that likes fondant.

post #23 of 107
Thread Starter 

Yes, I give the customer their copy of the invoice that states the policy that I mentioned earlier, and they also sign a delivery waiver taking responsibility for the cake. 

 

If the cake is not dry, I will tell her that I cannot refund anything. If it is dry, how much should I refund?

post #24 of 107
Thread Starter 
Quote:
Originally Posted by -K8memphis View Post

 

i mean it doesn't melt in your mouth like americans are used to having icing that dissolves on the tongue

 

it might be her first time with fondant??

yeah, not sure if she tried fondant before... she asked for it, so I'm thinking she might have.

post #25 of 107
Thread Starter 

Anyone? please advise! :) If the cake is indeed dry, (which I don't think it will), or if she starts arguing and fighting, should I refund, and how much? The order was $58 total.

post #26 of 107

Depends on how much is gone. It is easy for me to say that no one ate it. I feel for you here because of the situation especially because she has tripped over her own words with it being the center of attention but yet forgetting to order it till last min. The cake was only $58 question is did you deliver it? what was the cost of ingredients? How much time was put into this last min order?

post #27 of 107

i mean it all depends on how she kept it since the party too--it might be dry now

 

if it was a bad cake you should refund it all

 

if it was not a bad cake then...

 

i'm sorry this is over $58??? dang!

 

anyhow if it was not a bad cake then

 

  1. stand your ground even if she hyperventilates
  2. then offer her anything between 10% and 25% in order to protect your own self -- to keep your bp from sky rocketing

 

 

chances are she won't like those percentages so be prepared

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one baker's 'never ever do' is the next baker's 'i swear by this'
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post #28 of 107
Quote:
Originally Posted by -K8memphis View Post

i mean it all depends on how she kept it since the party too--it might be dry now

 

if it was a bad cake you should refund it all

 

if it was not a bad cake then...

 

i'm sorry this is over $58??? dang!

 

anyhow if it was not a bad cake then

 

  1. stand your ground even if she hyperventilates
  2. then offer her anything between 10% and 25% in order to protect your own self -- to keep your bp from sky rocketing

 

 

chances are she won't like those percentages so be prepared

I would have to agree...but my Italian self wants to slap this customer on the back of the head like my mama use to do to us.

post #29 of 107

Umm, maybe no one came to her party because she is a witch, with a B, and that it why there is cake left over. Yesterday was my daughter's party, and we had 1 girl here. Last year she handed out 14 invitations and 12 girls came, so I only gave her 8 this year, and she handed out 5. If I had ordered a cake, maybe I would be upset...

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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 #30 of 107
Thread Starter 

That's what I am thinking Kate.... depending on how she stored the cake, it might be dry now.... and yeah, I think she'll get into arguing and trying to prove her point.

 

I did spend time on the fondant details on the characters, I'll keep the 10-25% range in mind. Thank you so very much for all the help!!!

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