ceculsk:
I totally agree about being bad mouthed about the overly moist cake! Either decision, I would never take another order from this customer.
(which it doesn't sound like there will be a problem with that, if she's this unhappy with the product she will never place another order here again)
gmcakes: I would usually agree with you..and think it applies 99% of the time. I've been making cheesecakes/desserts for 7 years now and have had complaints every now and then. It happens...even bakers are human. I have always accomodated them and they have been happy.
Ex: I made a huge amount of pumpkin rolls this Thanksgiving and I had one person complain. She said it broke and that the outside was "slimy". Sometimes they do break and I think the "slimy" was from the powdered sugar absorbing into the roll. I didn't argue, she was very nice about it and I offered her money back. She said it wasn't necessary, but I told her to write down an order for Christmas no charge.
I just don't think this lady is going to be happy either way. I'm considering maybe a partial refund. I guess I'm going to have to bite the bullet and talk to her
Okay, the complaint is bogus!!!
Here at our barbeque house, there is a sign posted that says " the pink you see in the meat is because it's smoked, not underdone" Maybe there should be a sign for cakes, like "Moist cakes on premises".
Maybe she should have ordered a pound cake, that way she could have got the texture that she wanted. Knowing that she is that picky for the dry stuff, maybe she should have asked for a sample. The nerve of people! I would be too embarrassed to tell anyone that the cake was too moist and I wanted my money back.
I say only give a partial refund for what was left of the cake, only 7 pieces left..if it was that bad she would have brought everything back, including any half eaten pieces...so I say our policy is on cakes if you ate less than half the cake and did not like (proof required) then you get all your money back, but if you at more than half and did not like it (proof required) then you only get half your money back...if something is that bad enough to complain about..you DON'T finish it, you spit it out and tell the person in charge of the bakery/restaurant/fast food chain about it right away. I have worked in fast food before, if someone had a complaint about how their food was made, they would bring back right away after one bite! So I think this lady does not deserve her full money back, only a partial refund.
I was a supervisor at a sit down restaurant and I would have people order a big steak dinner and then when they would come up to pay complain about it wasn't done etc. I would polietly ask them did they inform the waitress...NO.....did you eat the steak....ONLY A LITTLE....So I would say wait a minute and let me go check.....only to find maybe 1 piece of steak left!
Smiling all the time I would tell them they would have to pay for the meal since it was eaten....but next time please inform your waitress or myself if there is a problem.
They would be back the next week!
Some people just try to get something for nothing.......I would not return her money....and I would inform her that you are known for making moist delicious cakes and explain IF the cake had been uneatable...then of course you would have been more than happy to have refunded her money. All the time with a big smile on your face....
Debbie
I'm 'IM' challenged!! I have to ask because this has been confounding me for quite a while now. What the heck does ROFL mean? I know what LOL and LMAO means, but I haven't a clue about ROFL. I can't figure it out!
ge798 - Sounds like this is a no-win situation for you. I'd say, give her a "Sorry that you weren't happy" and be done with it. If you really want to, then give her a refund for the uneaten portion. I absolutely wouldn't do any more than that though. And I wouldn't say anything like "come back soon" or give her a discount for future use. No one needs customers like that. If she does come back in the future, that's proof that she liked your cake and just didn't want to pay for it!
rvallee,
ROFL means...rolling on the floor laughing!!!
Laurel 
I would tell her that you delivered the product that she ordered, the way you bake cakes. If she had wanted a "dry" cake, she should have specified this. This way you could have denied the order. I think she is nuts! Give her $10.00 back and ask that she not come back. It will give you the satisfaction of telling her to get lost. I bet she does this everywhere she goes. Just keep doing what you are doing! Good luck, we all get goofy customers like you got.
Vicky, MO
I love haikus. 
Wow, this topic I think its going to on for a while... We are just so FLABERGASTED!!!! yep, that's the word, that this customer would behave in such a way, eventhough this people are out there. They are miserable for some reason and want to make everyone else the same....
Um, I think like others have suggested, make a sign "advertising" the moisteness in your cakes as one of your best selling points. It would be then your disclaimer without calling it that for future knuckle heads like this customer. I wonder what her party guests thought of the cake. I bet you she is the only one that complained about it! And probably messed up the birthday's boy special day too. 
Well, I do not agree with giving full refund maybe partial but honestly if you were at your childs party and that was the only cake you had to serve you would have to serve it and kids do not know the difference in texture it is sugar to them, so of course the cake was more that half eaten. Think about it would you try to wrestle cake away from children because it did not meet your expectations? I know I wouldn't . That is just my opinion, I still think she is just trying to get something for free, or maybe is under alot of stress and needs to take it out on somebody, people get brutal at this time of the year. My advise just handle it with dignity it does not matter what you do either she won't be happy or then again she may have went home and thought about what she did and felt like a complete a@#! Who knows...
Whatever you decide to do, please let us know how she took it. You can only go with your gutt feeling here...
You've been in this business for a while and you know what works...
If I lived in Ohio, I would come visit you... But I live waaaay down south...
I wish the best and that this is resolved in a peaceful manner (not from your side of course, I know that you have a very peaceful disposition) but this lady is another matter.
PLEASE don't refund her in part or in whole!
This woman is used to getting things for nothing - a scammer! She is definately the type of person to bring in her decade old pants to Nordstoms and demand a refund for a tear. (They have a very lax refund policy).
I beg you! If you refund her, she will do this again! It encourages this loony behavior.
Ask her - if she hated the cake, why did she continue to serve it? oooooo- I hate these types of people. They make you start to question yourself & reality - (...."maybe it was too moist"....."NO!" Woman was a loon!")
We have no way of getting in the woman's head and knowing if she's a scammer or not. I have never heard of just cutting yourself a slice of cake and eating it before you serve your guests. It would be very rude to eat a piece of cake and then tell your guests, "sorry you can't have any."
If she didn't sample any cake before buying, that was silly on her part. Still, the good customer relations thing would have been to give her a partial refund. Refunding her money now probably won't help. If she really disliked the cake, then she's had plenty of time now to get po'd about not getting a refund.
I have no idea what the OP's cakes taste like, but a cake can be too moist. I've had some DH cakes (the yellow mix in particular) turn out positively wet. The wet texture and squishy sound when sliced just grosses me out.
Bubblezmom: I understand what you are saying about a cake being wet. It honestly wasn't...I checked it when she brought it in. I thought originally when she said it was too moist that it was gooey or squishy. I inspected it and there was nothing wrong with it. It was just a nice moist cake.
She didn't get any refund at the time because her check had been deposited and I need for it to clear first. I didn't want to give her money and then have her cancel a check.
I like to think I'm a fair person, but I don't think its fair that someone orders a cake, brings back less than half, throws a fit in front of customers, and then demand a full refund. If you give into one customer you may as well give into all of them.
Meme wrote:
I just wonder what too moist may have been? Maybe she cut it and it was falling apart
I thought that maybe that is what happened, but she had cut the cake into squares and it cut just like you would want one to. It wasn't falling apart, in fact it cut into perfect squares.
My husband is very honest with me about my cakes and always lets me know when something is wrong(sometimes too honest 
) - I had him cut into it , inspect it and taste it. He said it was like all my other cakes moist and delicious.
And no I'm not in the habit of eating cake that was left over from someone else but he said the only way to know would be to taste it.
ge.....I am so curious to find out what happens on this one.
I honestly would be torn about what to do too. This is a tough one.
I would definitely call her normal baker and ask questions. Maybe ask how her normal baker would deal with it. I have a feeling that she black listed herself from her other baker for being difficult. Make your decision after speaking to the other baker.
It's hard to say. If she is "known" to be this way, then other people will not take her opionion seriously when she badmouthes things. However, if she rarely complains, then I'd probably give her money back. The only way you will know is by talkign to the other baker.
Ellen
ohhhh, ellepal, your so smart!!! thats what i would do!!!
melody
So sorry this happened to you ge978 but I probably wouldn't give her a refund based on her complaint--too moist.
Just curious. Did you take a picture of the portion she returned to keep for the file?
Do any of you other bakers with your own business take pictures of returned cakes or other food item?
I think the whole situation is ridiculous. Don't give her the money back! If you have a pretty good clientile, I wouldn't worry about her. Plus, come on, if she really is that catty (and yes she IS a nut if she threw the cake box at your dad, HELLO) she's hanging out with catty people. You don't want their business anyways.
Regardless of whether or not she's a "scammer", shes a b*$@^...so forget it and move on.
I'm also for whacking her in the head.
) I am going here a bit further, but I wonder why her "usual" baker wasn't available!!!! Maybe they don't want to deal with her anymore and poor you got her by chance!
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