Your Thoughts On This? Client Unhappy... Going To Be Long.
Business By bonnscakesAZ Updated 12 Sep 2006 , 1:03am by Binkytwins
I've been reading this thread and your fiasco and TRYING to think of how else to put this but I cant so I'm just going to say it- the woman is a F****ing lunatic. Seriously, she's a complete mental case. Cept that you already made the promise for the 25 percent discount on her next cake (cept I cant see that even matters cause you're not doing a cakeanymore- so I woulda just said ok I'm sorry you're not happy- but here's what happened (do all your communique via email with crazy people like this so you have black on whit eproof by the way- phone dialogues are ok for normal sane people but not those types- you have to hang up on people like that anyway- seriously, i speak from experience- emails- black and white proof of her rantings. It's worked for me before.
Ok listen up- the customer is NOT always right- this mental patient clearly is from the school of thought that says otherwise and that she can make a loud stink any time she doesnt get what she wants(whether entitled or not) and have businesses bending over and taking it because they dont want a scene or they bow to her threats about calling BBB
And you know what, as much as you just wish this to all disappear and figure maybe throwing money her way would shut her up (well it hasnt has it?) - it's like giving a bully your lunch money- you think giving your lunch money once will make them leave you alone? No, they know you are weak (no offense please I'm not calling you weak) and keep coming back for more.
I repeat, the customer is NOT always right- and throwing money at a disatisfied customer is not always the answer (Even if they are in the right, there are other ways to rectify situations). This woman however is clearly off her rocker, or not even belonging to the planet earth (feel sorry for her hubby who obviously sits and takes it lol)
You tell her she's crazy - not in so many words lol- (there are ways to handle difficult people without calling them insane lol)- and tell her you have now fulfilled your contract with her from the first cake and you also compensated for the promise on the second cake and your business with her is now finished and will no longer be needing to speak to her. Then you do not pick up the phone when she calls and you ignore her emails (as I think you said you had done)l and you have her emails ready if she does decide to call BBB- which I doubt she will but if she did you can call them up (not sure how that works, maybe you call them up before hand and ask anon I have had a situation with a crazy lady and I have her emails to prove that she is and should I send them to you now or in the instance that she follows through on her ranting threat to call you up?
anyway good luck and keep strong and tall about this. I'm stunned at how many stories I'm seeing where all you people wnat to do is throw money at the customer and give hteir money back- sure if you own up to a mistake and make right that's fine-but you cant do that if the customer is in the wrong. They dont deserve money. or refund and you dont ever do business with people like that again lol promise me ok?
I'm kinda worried. Bonnie's site says she's not accepting anymore orders..... I really hope it's not because of this whackjob customer. 
Bonnie, let me tell you, I've been in retail for several years and there are some people that, no matter what you do, will not be happy. Period. Amen. You could give them your first born and it would not be enough. The best thing you can do is to block all contact with her. If you are worried about her reporting you to the BBB, then contact them and plead your case. Perhaps you could give them the names and numbers of a few happy customers so they can see that your work is good and you are not the horrible mess she says you are. Good luck and keep you chin up...I think your cakes look great.
Bonnie...Cheer up girl!!! Even if she reports you to the BBB ..one report will not deminish your clients who are happy with your cakes.Here the BBB is merely a private business who collects complaints but it is very vague with the info it gives out etc.No names of people etc..Just says there was one complaint on this company...period.Nothing else and to me and any other rational person..that isn't enough to deter me from ordering from you.There is always 2 sides to every story and you just don't know what happens most of the time to warrant the complaint.
Keep going..You do fantastic work!!!
Laurel 
Isn't it unfortunate how we let one person out of a hundred make us doubt ourselves? You have acted utterly professionally, and offered her a discount on a future order. Yes, not taking a photo was a boo-boo, but you won't forget to do so now, will you?
There are some people who are never happy, and if she feels she shouldn't have to pay for quality work, then she does not have to. She can go elsewhere. I have had a nightmare customer myself, and the whole family gave me a hard time. While I was repairing a crack in the cake, the aunt stood there and told me how utterly disappointed she was with me, and how I ruined the day for everyone. No pressure there! Then, when I was done with the cake (and it looked fine), she suggested I give a full refund!
Anyway, I digress...you do absolutely wonderful work, and will continue to do so for many happy customers. Good luck, and I hope this headache ends soon for you.
I've just been to your web-site and see that you're not accepting any more orders. Inhope you're ok and that this hasn't been the straw to break your back. Some customers are nuts, I've worked with customers in a variety of different settings (in marketing and in teaching) and there will always be a few nutters who seem nice but then go out of their way to be crazy and unreasonable. It's SO upsetting when it happens. you musn't let her stop you, you'r cakes are gorgeous. If you imagine a room full of all the people you've made happy with your cakes and then imagine her walking into the room slating you - those lovely people would kick her right out. Use all the good experiences you've had to protect you from this one bad one. please let us know how you are.
I suggest http://www.hitman.us/
Good company...good results. No refunds.
Hey! I hope you're still on the site! Some people have said you weren't taking any more orders....
I haven't even looked at your cakes but for anyone else reading this I thought I'd put my 2 cents in
The BBB is a bunch of crap...... IF your business is on there - you can actually TELL THEM what you want your profile to say. WHAT???? Yep that's right - you tell them what the profile should say. and IF someone "reports" you to this crap agency, all you have to do is send a response back - you can even do it online - now the best thing is to have proof of what a total whack job your customer is - if you have e-mails or letters, that's the best. Refuse to speak to people like this on the phone. All you have to say is, "I'm sorry, but you threatened my business when you said you would report me to the BBB. My lawyer has advised me not to speak with you over the phone. If you must contact me, you may do so by written letter or e-mail". (okay so the lawyer part is a little off - but a lawyer would probably advise you not to speak to them anyway).
The BBB will also post if you've had a complaint - but it will also post if it was resolved...... I don't think they post details of it or anything. I don't know anyone who goes to the BBB to look for a cake decorator though - that seems a bit extreme and wacky to me anyway. The only reason you really need to go there is if you are worried that a business isn't legitimate - then you can just go and see how many complaints there have been. HOWEVER it's still a bunch of crap - if you look up Dell computers - you won't see many complaints - BUT there is a whole website called dellsucks.com (I think) that has customers talking about how much they hate Dell and how they've written the BBB, etc. So you can see that if you throw a little money at the BBB - they'll put whatever the heck you want up there.
I hope I'm not offending anyone - I just have had some bad dealings w/ hte BBB in a previous business and it really really angered me. I thought it was there to protect people - but I actually spoke to the officials of our local BBB and I was blown away at their stupidity, un-willingness to listen, total lack of understanding of anything - and the fact that they said we could write our own profile up for them to put on their website. How un-biased is that if you're writing it yourself????
Anyway - thanks all for letting me rant a bit Glad I got that out of my system and hope it helps others not to be freaked out if someone "reports you". Also - I think if you aren't legal and someone reports you - the BBB is going to have a hard time b/c there isn't a business per se to file the complaint under! The only problem you would have is w/ the state finding out..... and of course you can say you didn't know the laws and will either stop selling or will take measures to become legal..... I don't know if anyone has been "caught" and has more info on that....
Good luck to you and I hope you haven't quit!!! Never give up b/c of idiot customers! (Want to see more unbelievable customer stories? go to www.customerssuck.com)
Bonnie, your cakes are truly beautiful! Chin up and keep on doing what you do so well. Confrontation is awful (especially when you're dealing with a CRAZY person), but we're all here to support you! 
Bonnie, I just looked at your website and your cakes are way too nice to let this woman get the best of you. I read through your testimonials on your site and so many people have said wonderful things about your cakes and you. Maybe it would help you to read through them again. I can relate to your situation, I had a wacko mother of the bride last February. She claimed the bottom tier crumbled when they went to cut it and they couldn't get any nice slices out of it. The longer she talked the bigger the story got. I ended up refunding for that tier. Since then I've met a caterer that has cut a lot of my cakes and she convinced me this woman was just wanting money back. The caterer said my cakes are very nice to cut and never fall apart.
I'm sorry you've run into one of these awful people that prey on nice people.
NO MORE CAKE FOR HER!
Hello Everyone!
Thank you for your messages here. You were all right about this lady. She never did anything else and she never contacted me again. This situation was about a year ago.
As for me not accepting new orders, I actually closed down in May. Not because of her though but because we were moving. For a couple weeks we had to stay with my parents and had no internet. We were trying to find a house to rent and get my daughter in pre-k and everything too. I am not doing cakes here yet but I hope to be able to later. I don't know all of the rules here about getting licensed yet. I think I need a bit more time to get settled anyways. I will be entering some things in the fair here and I will also be doing my sister in laws baby shower so I will have a few things to share in the next couples months. 
Thank you all for your concern and thoughts. I really appreciate it and I am happy to be missed. 
Bonnie
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