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First Cake Complaint and I am devistated

post #1 of 11
Thread Starter 

Today i delivered a jersey shaped cake to a customer and I have just received an email saying she wasnt happy with the cake upon closer inspection (after I had delivered and left).

 

She stated that the images appeared to be broken and have jagged edgesand the fondant isnt touching the cake in areas and isnt joined at the seperate piece.

 

I honestly didnt notice these mistakes and due to the humidity last night I did have an issue with the images and the fondant but it didnt seem to bad.

 

I wasnt 100% with the cake and I know I shouldnt have delivered it or taken the money for it but I didnt think and kinda just dropped and left.

 

I feel terrible and I want to make it up to her.  I have never been in this situation before and nor has she (which makes it even more devestating to me)..I have offered her a discounted or free cake next time or a refund on the cake or even offered to fix it if the party isnt today (I work full time so I wouldnt be able to fix today)..

 

I honestly dont know what to do.  Never been in this situation before and I'm heartbroken :(

post #2 of 11
Do what your gut tells you to do. Then it will be a decision you can live with.
post #3 of 11
Thread Starter 

I have offered her a 50% refund plus 25% off her next cake and 12 free cupcakes.  Does that sound reasonable.  She is being really nice about it which makes it a little better I guess but I still feel terrible!

post #4 of 11
Only you can determine what is reasonable for you. If the decision feels like a good one to you, then go with it. I don't think anyone else is as good a judge of right and wrong in this situation as you are, since you have to live with it.

I understand being under the gun and kind of just wanting to get a cake done. We have all been there. But to avoid distress in the future, do your best to plan ahead as much as possible (not that you didn't this time, but since you work full time, I can understand time management issues) and maybe practice a little to see if there are ways you can overcome problems with fondant in high humidity. I am just terrible at cutting fondant, for example, so sometimes I spend an hour just sitting down with an exacto knife and cutting random shapes with different fondant recipes to work out my deficiencies. I know there is a way around all these problems since so many others turn out good products under poor circumstances. I figure I will get there someday too with lots of practice!
post #5 of 11
Thread Starter 

Thank you for your kind words. She was being very understanding about it.  I agree with you.  I know the areas I need to work on so will be doing some practice during weeks I dont have cakes.  I try to do as much prep as I can so I dont have situations where I feel like I am running out of time but its not always possible.  I would love to be able to do cakes full time but until then I will have to start planning a little better.

post #6 of 11

Complaints make us all feel like crap!

 

I agree with SPCOhio....do what YOU feel is right.  

 

The horrible feeling in your gut will haunt you for what seems like an eternity when you think of the words she used to describe your cake, HOWEVER...

 

Speaking from experience....the ONE time I cut corners, I got called out on it.  It took me FOREVER to get over it, but that's just me.  I did learn from that ONE time to never cut corners again!

 

She will hopefully be more than happy that you resolved the issue by offering the discount....

 

I would be inclined to think that she would still be willing to pass your name along to others if it was an aesthetic issue, rather than a dry/tasteless/crumbly mess of a cake issue.  

 

Just explain to her that you did have some issues and you are working on getting it right for the next time. Build up her confidence in you.   You got this!

 

Hopefully it will all work out!  Keep us posted!

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Aah, cake. . .the 5th food group!!
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post #7 of 11
Thread Starter 

Thank you.  The money has gone straight back into her account and she seemed more than happy that I also offered her the 25% off and free cupcakes.

 

She was really nice about it and said that she understood that these things happen sometimes but now I know to pick up my game and if she does book with me again I will make her cake top notch and hopefully she wont be able to fault :)

 

It really is the worst feeling getting THAT email but hopefully it all works out.

 

On another note..I have my first "Tasting" next week for a lady and was hoping someone had some pointers on what to do and what not to do? :)

post #8 of 11
Lots of threads about tastings. Go to Google and search "cake tastings Cake Central".
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*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
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post #9 of 11
Quote:
Originally Posted by AZCouture View Post

Lots of threads about tastings. Go to Google and search "cake tastings Cake Central".

I think you might have posted this to the wrong thread. :)

post #10 of 11
Not an error at all. Read the last part the the post directly above AZ's post.
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Answers to the most often asked questions re: SPS. SPS instructions are on Page 15 of the Sticky at the top of the Cake Decorating Forum. Supplies can be ordered from Oasis Supply, Global or BakeryCrafts.
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post #11 of 11
Quote:
Originally Posted by leah_s View Post

Not an error at all. Read the last part the the post directly above AZ's post.

Ahh..must have skimmed that one. Sorry about that. I saw a couple of other threads about tastings before I got to this one and thought she meant to post on one of those.

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