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First complaint...

post #1 of 24
Thread Starter 
I just received my first complaint for one of my specialty cakes. I'm so upset... I've never had someone criticize me in such a rude way.. I appreciate constructive criticism but this client just emailed me after emailing me a first time saying "We loved the cake. It was so good. Thanks so much" ... Now they just sent me an email a week later saying they do not want my $10 off coupon and that the colours were all wrong on the cake and that it was dry and tasted like the worst cake they have ever had....... Im second guessing my business right now... I baked that cake fresh... DH with a box of pudding and an extra egg.. SMBC.. Everybody loves my cake... I dont know what to think or what to say to that email..
post #2 of 24
Thread Starter 

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CREATOR: gd-jpeg v1.0 (using IJG JPEG v62), quality = 90

post #3 of 24

Sorry, what was the $10 off coupon for?

*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
post #4 of 24
Thread Starter 
I have a promotion where clients who submit reviews that are allowed to be posted on the website they get a coupon for next time... I only approve the honest comments... Its a little hard to control so I might just cancel that offer.
post #5 of 24
Thread Starter 
I know my cake is not a masterpiece by any means but i put a lot of work into that cake... They even approved the design..... The customer was truly hard to work with from the beginning... Questioned pricing.. Told me i should price by weight, etc... I probably shouldnt have taken the order but it was a slow week
post #6 of 24
Quote:
Originally Posted by CakeAddict95 View Post

I have a promotion where clients who submit reviews that are allowed to be posted on the website they get a coupon for next time... I only approve the honest comments... Its a little hard to control so I might just cancel that offer.

Generally it's not a good idea to compensate customers for reviews. If independent review sites like Yelp find out about this they will close down your page and post a warning indicating that customers were paid for reviews.

In this case I don't think you really need to respond to the second email.
post #7 of 24
Thread Starter 
Oh I didn't know that.. I will stop the promotion and remove all reviews from the site..... I just figured they would want some motivation to write reviews and thought that would be okay. Thanks for the information jason..
post #8 of 24

If she didn't ask for a refund, there's really nothing more you can or have to do. But definitely don't second guess yourself. Take the blow (as hard as it is) and keep moving forward, learning from every opportunity. Your skin will thicken over time.

post #9 of 24
Thread Starter 

Thank you for that advice ... I do appreciate it ... has this happened to any of you before? I feel like this client was trying to get me to give them a refund to be honest ...

post #10 of 24

That's what it sounds like to me: refund. That doesn't compute with what they said at first ("We loved the cake; it was so good").

I'm puzzled. Ignore them and move on.

There. Their. They're not the same.

 

I hope I die before "your" becomes the official contraction of "you are."

Reply

There. Their. They're not the same.

 

I hope I die before "your" becomes the official contraction of "you are."

Reply
post #11 of 24
Thread Starter 

Precisely why I am so upset ... It was really out of no where. I had received their first e-mail and was very happy that they liked the cake ... but then I received this one and I'm so confused as to why they would A) lie to me the first time and say it was good and that they liked it when they did not or B) lie to me now to get a refund when they did like it in the first place .......... I'm not sure what to think

post #12 of 24

Did she explicitly ask for a refund? Or was she just complaining?

post #13 of 24
Thread Starter 

No he did not

post #14 of 24
Thread Starter 

Because he didn't ask for a refund specifically, i'm not sure whether he wanted a free cake or not .... Then again when he showed up to give me a deposit he gave me about 1/4 of what we had discussed, since he "didn't have much cash on him", and conveniently "forgot" how much he paid last time and wanted to pay me less for the cake then what I was charging for the deposit. I'm usually very strict with my contract but these clients did not speak English very well and it was hard to communicate with them.

post #15 of 24
Did you receive the rest of the money they owed you?
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