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Soooooo......What would you say to this???

post #1 of 23
Thread Starter 

Sooo...I get this email from my customer today and I must say this is a first to me...If you would see my website and my FB page its swamped with testimonials from my SATISFIED clients...lol...I just want to see what you lovely CC members would say before I respond....My Hubby says you can't make everyone happy and these do happen sometimes...Not sure...

 

Dear Heidi,

I want to give you some feedback on the cake I picked up on Saturday.  The cake was more beautiful than I could imagine and my mother in law loved it!  But as beautiful as the cake was, it was that inedible.  The cake portion was so dry and tasteless and the filling, which should have been chocolate mousse, tasted like old canned cake frosting.  I was very embarrassed that no one could eat the cake.  

I feel for $225 the cake should have at least tasted above average if not wonderful.  It was neither and I would have to rate unsatisfactory.  The design, with no question, was outstanding but it was not a complete experience and the cake ended up in the garbage.

Yvonne

post #2 of 23

Ouch icon_sad.gif

 

Did you taste any of the cake scraps from leveling the cake etc? Did it taste good to you? If so then unfortunately I'd agree with your husband that everyone has different tastes and sometimes you can't please everyone. I'd be interested to see what anyone else has to say though...

post #3 of 23
Well, you know your product, none of us do. And if you get nothing but stellar reviews from everyone else, I'd have to say thank her for her feedback and you regret that she didn't return the cake to you so you could investigate her concerns.
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post #4 of 23

It's possible this customer is looking for $$$ back.

post #5 of 23
And whatever you do, don't reference the fact that people have different preferences or taste, because there is no way to make that sound anything but demeaning. Like, well you must be a cardboard grocery store cake lovin' dummy then! Even if that's what you'd like to say. Out of curiosity, what kind of cake was it? What style of icing?
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post #6 of 23
Quote:
Originally Posted by kakeladi View Post

It's possible this customer is looking for $$$ back.
That's why I suggested the type of reply that I did, so it doesnt leave any room for discussion of a refund. Assuming the cake was truly up to par, and all that. You can't toss away hundreds of dollars of product and expect the person who sold it to just say ok, here's your money. Nope.
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post #7 of 23
Oooh, your page is adorable, very darling work!
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post #8 of 23
Thread Starter 

@ DriveMeBatty...I did taste it and that's the funny thing because my nephews cake was the same weekend and I made the same flavor for him. I tried the cake and my sister and my husband tried the cake and they all loved it..so I KNOW it tasted good... go figure icon_biggrin.gif

post #9 of 23
Thread Starter 

@ AZCouture.....OMG!!! I love that reply...Thank you for that!!

post #10 of 23
Thread Starter 

@Kakiladi....Yea But I am a small business owner and I can't afford to have a money back guarantee...not even WalMart does that... I spent so much time on that cake and ingredients..

post #11 of 23
Thread Starter 
Quote:
Originally Posted by AZCouture View Post

Oooh, your page is adorable, very darling work!

Thank you very much...I truly work hard in everything I do...I am a 1 person team! lol 

post #12 of 23
It's a fine line to walk with crap like this. Do you remember her demeanor through out the ordering process? Did she exhibit any signs of apprehension about the price or anything else you can recall that would have been a red flag? I'm not one to automatically side with the baker in stuff like this, and I think it's from seeing sooooo many posts in here where people automatically start lighting the torches and saddling up for a beat down when a customer has the "nerve" to complain even when it's obvious (to most) that the baker was negligent. Not saying that here of course, because it sounds like everything was on the up and up. Really, what can you do almost a week later and there's no product to show you? Did you deliver it or did she pick it up? Was it kept in the fridge before serving?
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post #13 of 23
The Tiffany box? Too cute, and the dragees make a cool effect.
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post #14 of 23
Thread Starter 
Quote:
Originally Posted by AZCouture View Post

It's a fine line to walk with crap like this. Do you remember her demeanor through out the ordering process? Did she exhibit any signs of apprehension about the price or anything else you can recall that would have been a red flag? I'm not one to automatically side with the baker in stuff like this, and I think it's from seeing sooooo many posts in here where people automatically start lighting the torches and saddling up for a beat down when a customer has the "nerve" to complain even when it's obvious (to most) that the baker was negligent. Not saying that here of course, because it sounds like everything was on the up and up. Really, what can you do almost a week later and there's no product to show you? Did you deliver it or did she pick it up? Was it kept in the fridge before serving?

Yes..she was a little hesitant about the price and she had to call me back. I guess she wanted to shop around and in my area (NJ/NY) I was reasonable. She did sound iffy but I went with it cause I need the $$. I should have went with my guts. She picked up the cake. I had the cake in the fridge over night because chocolate mouse is perishable. Do you think that might have compromised the cake????
post #15 of 23
Could be. If it was served cold, that can give a dry mouth feel. Sounds like she may be refund shopping. But who knows, because how can you judge it now? Sucks and I hope it works out for you.
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