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Complaint!

post #1 of 28
Thread Starter 
So I made 2 huge 12" cakes for a birthday party on Saturday which they paid £90 for and the ingredients cost me around £50... the woman has just contacted me saying she was very disappointed as there wasn't enough buttercream and is asking for £45 back? I don't quite know what to do.. This is my first complaint and just seems ridiculous
post #2 of 28
90$ per cake?

Do you have any pics?
post #3 of 28

Yes, pics?

 

And 45 back does seem like a lot for just buttercream!

 

Tell her you appreciate the feedback, but don't issue refunds unless the cake was not delivered as promised.  Offer a small credit for a future offer, maybe?  Like $5USD.

 

I am saying this under the assumption that the cake was otherwise acceptable (taste, design, etc.).

 

And was it fondant on the outside?  You should be putting a regular coat under your fondant.

Aah, cake. . .the 5th food group!!
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Aah, cake. . .the 5th food group!!
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post #4 of 28
Thread Starter 
Hiya, no £90 (sorry from uk!) for both. Which is very good really.. I'm only just starting up. And I did put buttercream under the fondant which she also told me should have been jam! But I've always used buttercream she was satisfied with everything else, when I delivered them she said they were amazing and looked lovely but is now demanding half the money back as she feels there isn't enough buttercream!
post #5 of 28

So she didn't want buttercream under the fondant, she wanted jam, you used buttercream under the fondant, and she's telling you there wasn't enough buttercream?? Does she mean the filling? Maybe she expected a thicker layer of buttercream fill?

 

Either way it sounds like a pretty ridiculous complaint, and certainly not one that warrants half her money back! If the cake was done the same way you do all of your cakes, and everything else was to her liking, then maybe she doesn't like the way you ice and fill. But that doesn't mean she should get a refund.

Before you ask- I'm licensed, inspected, insured, and all that jazz.
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Before you ask- I'm licensed, inspected, insured, and all that jazz.
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post #6 of 28
How do you feel about it? do you feel that your cakes are misely on filling?

If so offer her what you are comfortable refunding, if not, if you think this is totally unfounded stand your ground and say you do not offer refunds on such grounds...

If you're torn and not sure maybe give her 6 cupcakes with her next order and a 'thanks for your valued feedback' email.
post #7 of 28
Thread Starter 
Well I decorated it exactly how I decorate all of my cakes and never had any complaints before. She was very difficult when ordering too, everything I asked she said "it's up to you" and "you decide"
post #8 of 28
Deliver her a pound of buttercream. icon_smile.gif
Plank.
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Plank.
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post #9 of 28

no way she should get money back! 

When I talk to customers I say "it's a tall cake, 4", 3 layers of cake e 2 of filling." 

STOP so they can figure it out by themselves! 

I had a complaint once, because the layers of cake were too thick!!! I mean.. did you hear me talking about the cake or not?

post #10 of 28

£90 for 2x 12" cakes is a gift.  And you shouldn't use jam under fondant...she's wrong.  Like the above posters have said, If you feel there was a problem then offer her something like a credit note but £45 is just taking the mick.  I wouldn't justify yourself either as you will be just giving her more ammunition to come back at you.  I'd just say, 'thank you for your comments and I am sorry that you felt there should be more buttercream however this is how my cakes are made.  Unfortunately I cannot offer any refunds in this situation but I would be pleased to provide you with a credit note of £xxx'.  It sounds like she's just after cheaper cake...I had only heard about this happening a lot in the US, sadly it seems to have reached our shores as well :-( 

post #11 of 28

jam under fondant is the classic way of sticking the fondant on, and it's a very, very thin layer of something like apricot, so that it's flavorless...So if you'd gone with jam she would have gotten less. 

 

"Dear Mrs so and so, 

 

In order to create a smooth and even finish on a fondant covered cake, the amount of buttercream must be limited, as in the cakes I created for you. 

Had I used jam as an undercoating, there would have been even less between the fondant and the cake, as jam is merely a glue to stick the fondant to the cake.

 

In the future, if you wish to have a cake with a higher buttercream to cake ratio, may I suggest you order a buttercream cake with no fondant. 

 

As it stands now, your cakes were done properly and at an extremely low rate, and since the cakes were consumed, I won't be able to refund anything from your purchase. 

 

Sincerely,

Happy Cake Baker"

post #12 of 28
Quote:
Originally Posted by ellavanilla View Post
 

jam under fondant is the classic way of sticking the fondant on, and it's a very, very thin layer of something like apricot, so that it's flavorless...So if you'd gone with jam she would have gotten less. 

 

"Dear Mrs so and so, 

 

In order to create a smooth and even finish on a fondant covered cake, the amount of buttercream must be limited, as in the cakes I created for you. 

Had I used jam as an undercoating, there would have been even less between the fondant and the cake, as jam is merely a glue to stick the fondant to the cake.

 

In the future, if you wish to have a cake with a higher buttercream to cake ratio, may I suggest you order a buttercream cake with no fondant. 

 

As it stands now, your cakes were done properly and at an extremely low rate, and since the cakes were consumed, I won't be able to refund anything from your purchase. 

 

Sincerely,

Happy Cake Baker"

 

The OP should copy this word for word and send it on to your client!

 

Liz

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Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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post #13 of 28
Quote:
Originally Posted by ellavanilla View Post
 

jam under fondant is the classic way of sticking the fondant on, and it's a very, very thin layer of something like apricot, so that it's flavorless...So if you'd gone with jam she would have gotten less. 

 

"Dear Mrs so and so, 

 

In order to create a smooth and even finish on a fondant covered cake, the amount of buttercream must be limited, as in the cakes I created for you. 

Had I used jam as an undercoating, there would have been even less between the fondant and the cake, as jam is merely a glue to stick the fondant to the cake.

 

In the future, if you wish to have a cake with a higher buttercream to cake ratio, may I suggest you order a buttercream cake with no fondant. 

 

As it stands now, your cakes were done properly and at an extremely low rate, and since the cakes were consumed, I won't be able to refund anything from your purchase. 

 

Sincerely,

Happy Cake Baker"

That is PERFECT!  Totally agree ... no discount or credit, as she'll never order again anyway and if she did?  You wouldn't want her!  Write the letter! 

post #14 of 28
Quote:
Originally Posted by BrandisBaked View Post

Deliver her a pound of buttercream. icon_smile.gif

Ha! love it!

post #15 of 28
Marks and Spencer's are selling two tier cakes for more than that and you spent fifty on ingredients?
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