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Everything (customers & cake Disaster)

post #1 of 10
Thread Starter 

Got an order for a Blue Velvet Sheet cake.. with an Anchor on it..I sent her samples, spoke to her on the phone.. a few times.. She told me the day of the event was Saturday.  MY son took the cake there and she called me and said this isn't what I expected its suppose to be 2 layers?

 

Hmm it was two layers.. She said I wanted a big anchor.. I said YES that is a big anchor.. a flag made of chocolate and some life perservers in fondant on the bottom.. She asked me if I could take it back since the event was the next day.. I bought it back went and got supplies stripped the cake down.. PUT ANOTHER tier on it.. MADE A big anchor of rice krispies..

 

Sunday went to deliver the cake.. She said - didn't you get my message? something must been wrong with my phone.. I no longer want the cake.. I LEFT it there..

 

She wanted a 2 tier cake for 90.00 when what was agreed upons was a simply sheet cake.. (I barely do cakes I simply sell cupcakes and smaller items)

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Lushcakez by AB

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post #2 of 10
I'm sorry this happened to you. I had a situation where someone didn't want to pay me and it was right when I started out, I knew the woman so I didn't bother with a contract. It took her at least a month (maybe longer) to get paid-NEVER AGAIN!
I always have customers sign a contract, even if I know them. They pay a deposit to book the date and the remainder is due two weeks before the event (also my cut off date for changes). I also draw sketches, what I envision and what my customer says/see's can be two totally different things, sometimes I have to do a few sketches but I always have them approve and sign any changes that are made. Get everything in writing, they can even forget what was finalized by the time the event rolls around, this is for your protection and your customers.

In another forum, I think Jason mentioned having them sign some sort of invoice that they have received and accepted the cake-so no disputes can be made later (at least design wise). That's something I plan on doing as well. Just be sure to get as much in writing as possible, emails, etc. that way you can cover yourself.

I would have taken that cake right back out the door with me, if it wasn't paid for I wouldn't have even started.
But, I did have to learn that the hard way.
post #3 of 10
I would say always get some sort of deposit, make it at least cover the ingredients. Then as above get the balance about one week in advance. I also post pics on my Facebook page (https://Facebook.com/AlanaLilyChocolatesandCakes) of the cake as it is progressing so that the purchaser can see it and comment to me if they want to add or change anything. I am quite lucky as most people give me complete free range with design and touch wood so far I haven't had a none payer. Good luck for the future and unfortunately sometimes we have to learn the hard way, but we never make the same mistake twice!

Louise (www.AlanaLily.co.uk)
Louise (www.AlanaLily.com)
Please visit and like my Facebook page : www.facebook.com/AlanaLilyChocolatesandCakes
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Louise (www.AlanaLily.com)
Please visit and like my Facebook page : www.facebook.com/AlanaLilyChocolatesandCakes
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post #4 of 10
Quote:
Originally Posted by nyclightskin View Post

Got an order for a Blue Velvet Sheet cake.. with an Anchor on it..I sent her samples, spoke to her on the phone.. a few times.. She told me the day of the event was Saturday.  MY son took the cake there and she called me and said this isn't what I expected its suppose to be 2 layers?

Hmm it was two layers.. She said I wanted a big anchor.. I said YES that is a big anchor.. a flag made of chocolate and some life perservers in fondant on the bottom.. She asked me if I could take it back since the event was the next day.. I bought it back went and got supplies stripped the cake down.. PUT ANOTHER tier on it.. MADE A big anchor of rice krispies..

Sunday went to deliver the cake.. She said - didn't you get my message? something must been wrong with my phone.. I no longer want the cake.. I LEFT it there..

She wanted a 2 tier cake for 90.00 when what was agreed upons was a simply sheet cake.. (I barely do cakes I simply sell cupcakes and smaller items)

"I'm sorry the cake is not what you had imagined. I hope we can work together more closely on your next order to make sure the design you want and the cake I make match perfectly! I'd be happy to offer you 10% off your next order. I hope you enjoy your event!"
post #5 of 10
Quote:
Originally Posted by Sassyzan View Post


"I'm sorry the cake is not what you had imagined. I hope we can work together more closely on your next order to make sure the design you want and the cake I make match perfectly! I'd be happy to offer you 10% off your next order. I hope you enjoy your event!"

I wouldn't want to promote future business with the woman, lol.

 

Just look at this as a learning experience, it taught you why contracts and payment in advance is necessary.

post #6 of 10

What an awful experience! You left the cake there? The only way I'd have left the cake with her would have been if I'd dumped on her - haha!  Seriously, there are people in Alzheimers homes who would have really appreciated that cake as well as the story.

 

Louise, I have to say that while posting the progress of the cake on Facebook is very nice, in my opinion it's not a very good idea. I don't know much about Facebook and who all can see your posts, but I would never discuss cake publicly and think it may be unwise to post pics before the cake is at the party. I can see this coming back to bite you. And the last thing most of us need is the customer making last minute changes. I won't even let a customer see the cake until delivery - I have a no peeking policy.
 

post #7 of 10

What a horrible situation!  I'm sorry that happened to you. 

Yes, yes!! Contracts! And no less than half of the price for the deposit.  Even for close friends and family!   I've never had anyone NOT pay because my contract specifically says "This is a legally binding contract" and I have them initial that spot. It makes them aware that this is a business and if I'm not paid then we're going to court!   I've even had customers not want to initial that spot and I will walk away from the order.  If I can't trust them to agree to my contract then I can't be their decorator.  I have been burned in the past before the contract and I won't go through all that again.

 It also protects them as well.  If I don't make a product that we've both agreed to, to the standard I've set, then they have that contract to protect themselves as customers.  I also have a spot that they initial saying they received the cake as ordered.  Another spot that says they also accept responsibility for the cake after I have dropped it off, and they initial that.  When I leave a cake I want to be sure that there are no loopholes for anyone to take advantage of me with. 

Ms Pinky LaRue, LLC -  Licensed, Inspected, Insured and Legal!

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Ms Pinky LaRue, LLC -  Licensed, Inspected, Insured and Legal!

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post #8 of 10
Thread Starter 
Saturday's cake.. She ordered a sheet cake with anchor had to be black anchor.. that's it 204k .jpg file

 

 

LOL you sound like my daughter.  She said MOM you should have smashed in her face.  Actually, she has already tasted my cakes.. (Someone had purchased some cococ circoc's cupcakes from me.  I truly only promote my cupcakes..

Lushcakez by AB

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Lushcakez by AB

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post #9 of 10
Thread Starter 

This was the cake that was re-done and sent over on Sunday..

 

 

navycake3.jpg 206k .jpg file

 

 

 

The bad part is.. I usually take order 1 day before.. My cupcakes are on the higher side because its all liquor.. so $90.00 wasn't that expensive to me..

Lushcakez by AB

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Lushcakez by AB

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post #10 of 10
Quote:
Originally Posted by scrumdiddlycakes View Post

I wouldn't want to promote future business with the woman, lol.

Just look at this as a learning experience, it taught you why contracts and payment in advance is necessary.
Hrm....good point. icon_smile.gif
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