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Customer wants refund - Page 6

post #76 of 107
Quote:
Originally Posted by jason_kraft View Post


I think that's the biggest point of contention here, people just don't act that way in my experience. Maybe I've been spoiled by having good customers or maybe it's a regional thing, I don't know.

I should also clarify that a refund would not be issued if someone just "changes their mind". If the customer stated that there was a quality problem with a cake, and the order was big enough to warrant spending time on an investigation, I would investigate. If it was a small order, they would get the refund.

 

I totally get what you are saying here and I think with the business you had in a specialty product (allergies) you hardly see this. I have not yet (knock on wood) have had to deal with this myself yet but if you give a refund to someone because they did not know how fondant was going to taste the $58 here and there add up after awhile. It is not worth the headache of the $58 to you I get that but for some of us $58 is more flour, more sugar, more advertisement. When the complaint is not warranted than that $58 is very hard to hand over when you have spent time on the cake, be it 5 mins or 5 hrs it is still time you took to make the cake you were asked for. This industry is packed and there is always another shop on every corner it seems these days, good business practice is not just about satisfying the customer it is also about being strong enough to know what you produced for someone is worth what went out.I also think if you wait until last min to order a cake but yet call it the focal point of the event you have just stuck your foot in your mouth. This lady is worth the $58 in the OP's pocket because she did take a last min order for this woman, she produced the cake she asked for on short notice and it is not the OP's fault the children did not like fondant that is on the buyer.If you look at everything this lady has said to the OP it is all about sticking her foot in her mouth. I truly believe this is not a situation of quality control.

 

I do get where you are coming from Jason and that is another way to look at it .

post #77 of 107
Quote:
Originally Posted by Jess155 View Post

Well that's just it - most people don't act that way.  Why are you rewarding the ones that do?  A no questions asked refund policy does nothing for good clients when you have provided them with a quality product.  A policy only benefits underhanded people is a dumb policy.

It does not follow that everyone who complains about the quality of a cake is "underhanded".

I don't believe that the customer is always right, but I do believe in giving the customer the benefit of the doubt.
post #78 of 107

I think we all agree that businesses need to have a return policy where there is a fault, in fact in most countries that is the law. It is how refunds are treated when its simply a case of buyers remorse that we seem to disagree on. 

 

I can't see how the OP will avoid giving at least a partial refund now that they've agreed to meet with her. I hope you don't give her a full refund, she's not entitled to one and you shouldn't come off completely out of pocket for something that's not your fault. 

elsewhere.
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elsewhere.
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post #79 of 107
Thread Starter 

Well, turns out she doesn't want to meet now, and is asking for her money back so she can get another cake with the same amount... looks like she has birthday parties everyday! What a scammer!

post #80 of 107

I knew it. If she does not even want to meet you I am sorry but this is a red Flag..you are so right SCAMMER . this one worked out for its self

post #81 of 107
Thread Starter 

Thanks Izzy Sweet, but she is still asking for her money and is saying I can speak to her friend who will tell me her opinion of the cake. Doesn't want to get off my back... arghh!

post #82 of 107

frick no! no refund for her!

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 #83 of 107

Tell her you already gave her a discount of $x (whatever it was she haggled you down from) and that if she isn't able to produce the cake, there won't be any further discussion.

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elsewhere.
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post #84 of 107

I'd stop dealing with her. Just repeat your policy, and say goodbye, and quit responding. If I thought she had a legitimate complaint, I wouldn't do that, but she's just a drama fiend by the sound of things.

post #85 of 107
Is there anything the customer or her friend would say that would change your current position? If not, I would reply with your offer and say that you consider the matter closed.
post #86 of 107
Quote:
Originally Posted by fcakes View Post

Thanks Izzy Sweet, but she is still asking for her money and is saying I can speak to her friend who will tell me her opinion of the cake. Doesn't want to get off my back... arghh!

 

 

get your friend to tell her friend how good the cake is

 

icon_lol.gif

 

kind of mutated chinese telephone ;)

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 #87 of 107

"Dear Whack-a-Doodle customer,

It is unfortunate that my cake did not meet your expectations.  As per our invoice, I am unable to provide you with a refund.  I consider this matter closed."

Sincerely,

Irritated baker"

 

She's not going to meet with you because she either doesn't still have the cake or she knows she can't prove it was stored properly.  Send this last email and then don't respond to her anymore.  If her friend contacts you tell her you can only deal with (the original customer) since the contract was with her.  End of story.
 

Tact is telling someone where to go so nicely they can't wait to take the trip!
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Tact is telling someone where to go so nicely they can't wait to take the trip!
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post #88 of 107
Quote:
Originally Posted by -K8memphis View Post

 

 

get your friend to tell her friend how good the cake is

 

icon_lol.gif

 

kind of mutated chinese telephone ;)

BWAHAHA love this

post #89 of 107
Quote:
Originally Posted by cakesbycathy View Post

"Dear Whack-a-Doodle customer,

It is unfortunate that my cake did not meet your expectations.  As per our invoice, I am unable to provide you with a refund.  I consider this matter closed."

Sincerely,

Irritated baker"

 

She's not going to meet with you because she either doesn't still have the cake or she knows she can't prove it was stored properly.  Send this last email and then don't respond to her anymore.  If her friend contacts you tell her you can only deal with (the original customer) since the contract was with her.  End of story.
 

 Exactly.... THE INVOICE!!!!! you offered her cupcakes in the beginning and she refused them.

post #90 of 107
Make sure to save all written communication and take notes summarizing any phone calls you've had with this customer (while they are still fresh in your mind) along with a timeline in the unlikely event this turns into a small claims case or escalates to TV news.
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