I Made A Mistake...an Apology Wasn't Enough!! (Longlongvent)

Decorating By monnitas0808 Updated 16 Jul 2007 , 6:41pm by bfisher11

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monnitas0808 Posted 15 Jul 2007 , 2:11am
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Oh no... icon_redface.gif I had a gorgeous lady come to my shop an view all of my pictures from the cakes I have done recently (not posted) she saw, a garden cake that she liked, she had her hair done from the beauty salon down my suite, and she stopped by about a month ago. So she sees the cake and tells me her 70th birthday is coming up and looking at all the cakes makes her want to ask her kids to throw her one. She leaves, and comes back a week later to book that day for her birthday party that she is throwing herself!!! She comes a week after that and pays it off. I get all the details and book her day in the computer. That was a month ago. She comes in today at 5pm saying I'm here to pick up my cake........and I didn't have her in my bookings!!!!!! icon_surprised.gificon_redface.gif either there was a mix up or an error in my part that I didn't book her correctly. I had seen it two weeks ago and I saw her and I thought oh how sweet can't wait for that one. And today....I was screamed at yelled at called names by her daughter, I did the worst, cried in front of them. They demanded a refund (in which of course they deserve it!!) but they also demanded the same cake for Monday, for no reason. I feel in a way they do deserve that cake for free because I feel she threw the party because she wanted an excuse for a party. But I made a mistake...a huge mistake...that an apology is far away from enough. I feel like that is giving me a bad name...she even told me how my business will fail because of that. What do you think...am I taking something way to much to heart?? I FEEL TERRIBLE. But I don't think that is enough. Has anyone had anything like this happen?? Can I hear your story.

41 replies
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ilovecake52 Posted 15 Jul 2007 , 2:22am
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I think anyone would be shocked to find there was no cake - however - You did everything you could under the circumstances. Refunded $$, apologized, and offered to still make them the cake. I can't see anymore that you could do. In the big scheme of life, this will pass.

You sound like you have suffered enough for the oversight. Tomorrow is a new day!!!

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dl5crew Posted 15 Jul 2007 , 2:33am
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You have done everything that you can do. Stop beating yourself up. The way I see is: Unless this lady has perfected walking on water, she has made mistakes too.

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monnitas0808 Posted 15 Jul 2007 , 2:40am
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Thank you!!! Yes we have all made mistakes...this will only make me stronger in the sense that I need another form of bookings and makes me wiser. Errors come with the job right icon_sad.gif ? Thank you I can't seem to shake it off for some reason but I am so glad I vented with you guys.

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KoryAK Posted 15 Jul 2007 , 3:29am
post #5 of 42

I have only forgotten one cake (and it was a cheesecake so there was no quick whipping it out on that one!) so I know how you feel... that awful sinking stomach thing. Its not ideal, but it does happen to the best of us. If it were me, I would probably make them the cake - even tho you may not get another order from them at least the may bad-mouth you less. All business lose orders from time to time and, as products and appointments so, cake is pretty inconsequential (even if it is OUR whole life!)

So now I need to share... just last Saturday I had a lady call while I was out on wedding deliveries "hey I'm so and so and I wanted to talk about my cake you are delivering today"... WHAT?? I had no record of this lady but I was freaking out and starting to have false memories of phone calls, etc. I finally get home and sure enough, no order form, no emails, nothing. I call her and it turns out she can't remember WHO she ordered the cake from. I called her about 10 minutes later to offer to help her out (just in case it WAS me) and the real cake lady shows up at her door just 20 min late. Freaked me out!!!

It will pass icon_smile.gif

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monnitas0808 Posted 15 Jul 2007 , 3:44am
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Kory thank you I appreciate that comment!! You are right, I have to learn from this and move on. It does happen to all of us.

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zubia Posted 15 Jul 2007 , 3:54am
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monnitas0808, your cakeare lovely.I would be very disapointed if I did not get my cake from you.They were angrey ,they will get over it too. I once ordered agift for my sister ,it was not delivered on time .I was very angrey but got over it.

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step0nmi Posted 15 Jul 2007 , 3:55am
post #8 of 42

OMG! I would've gone through panic as well!

I haven't had that happen to me, yet...knock on wood! But..YOU ARE HUMAN! We all need to remember that! It is tragic for THEM they didn't have a cake! But, they will get over it and realize that they too are human and will forgive you.

I hope this can pass for you! I know how horrible you must feel! I am very empathetic to anyone that would have a mishap with making cakes! Just forgive yourself and learn from your mistake...it is just a mistake and we are not perfect!
Good luck to you and future business!

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noley Posted 15 Jul 2007 , 3:55am
post #9 of 42

Wow, ya know the other day I get this voice mail from a girl I know that I hardly talk to, and I'm thinking why is she calling me.. and then it hit me OMG her son's birthday party that I totally forgot about.. so I call her, and she says well I dont' need it for today afterall, tomorrow is fine and i say WHEW Ok, no problem... because it was just a really simple sheet cake, and she probably wouldn't have paid me for it anyway.. she's a family member of a very close friend and doesn't have much money to spare... so that night i go to make the cake, hubby used all the eggs... forgot to tell me sooo I think i'll go to the store baby falls off the couch smacks head on the floor i spend the night in the ER< and .. the next day... go to the ..GASP grocery store buy them a sheet cake and deliver it with my apologies, so not only did this mishap end up costing me an order it ended up costing me cash... and she did understand, and said thanks for the store cake it was fine.. but she didn't offer to pay for that cake either LMAO
I chalk it up to an oops, and let it go.. as for ms rude A$$... heck with her, if this is how she treats everyone saying things like THIS IS WHY YOUR BUSINESS WILL FAIL... then she obviously feels she is above everyone else, and her poo has nooo malicious oder... and we all know that isn't the case, honestly you're probably better off in the end, because she might just be one of those people who thinks nothing is ever good enough for them anyway.. and remember EVERYTHING happens for a reason icon_smile.gif and you'll never make that mistake again
Chin up, and remember you're already living a dream that so many of the rest of us are aspiring to.. congrats

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cakekrayzie Posted 15 Jul 2007 , 4:00am
post #10 of 42

i know how you fell kind of my mistake was misspelling a name on a cake i was tired and i had a long day at work and misspelled it, well i got a call that night from my boss wondering why he was being called for my mistake i stressed over that all night long and dreaded going to work the next day knowing i was going to get it, i walked in and he just laughed at me and said he was sorry, misspelling a name isn't that bad you could have done worst, you will always have someone making more of a situation than there should be so you forgot her cake she has the right to be uspet but not the right to be RUDE!

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lu9129 Posted 15 Jul 2007 , 4:12am
post #11 of 42

OK! Look at the bright side. She's 70, not many more years to bad mouth you!!!!!! LOL!!! Just joking.

I'm still a great fan of paperwork. I just don't get the computer mess, so there are many more chances for me to mess up.

IT WAS A MISTAKE! I am all for people loving and wanting that perfect cake for their occasion. But if their occasion strictly depends on the cake,
then I pray that they reevaluate their lives.

If she has had some cooling off time, and you think you would feel better. Again, call her and see if she would still like the cake and then do the cake and be done with it. From there, let her do with it what she wants. You will know that you did everything you could professionally and moraly.

Hugs to you!


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step0nmi Posted 15 Jul 2007 , 4:14am
post #12 of 42

OH! I didn't realize! They called you names!? That is just uncalled for! I would cut ties with this one...it's unfortunate but, it may need to happen like that!
IF they called to apologize for being so disrespectful THEN I MIGHT give them a discount for their next order...but, that is highly unlikely!
I am so sorry this happened to you! I hope that you know you are talented and can move on from this! Stuff happens!

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indydebi Posted 15 Jul 2007 , 4:24am
post #13 of 42

Just so you know it happens to lots of people.....

A couple of years ago, I had one of my staffers working as the "wedding coordinator" for a bride. basically she just had to be there to get everyone down the aisle. I'm in the van delivering another wedding cake miles away and my staffer calls: "Did you arrange for the flowers or did the bride?" I told her the bride made the arrangements ... we dont' do that.

Seems the flowers were late. The bride/family calls the florist and they just HAPPENED to catch her in her shop .... she stopped in for 5 minutes and was on her way to the lake to get on the boat with her family! She had written the date on her calendar as the FOLLOWING weekend ".... a wedding vendor's nightmare", as she (the florist) called it!

My staffer sent 2 bridesmaids to the local grocery to get all the calla lillies they could get. I was thinking, "No way a grocery will have calla lillies!" but omg they did! The florist was in her car, driving and putting flowers together at the same time (don't ask!). The florist felt so horrible! All in all, the wedding was only about 45 mins late.

Lesson here? It happens. It's terrible when it does and it's a terrible feeling. But it was an honest mistake.

It won't be long before you are telling this story as one of your "oh my gosh, let me tell you MY horror story!" stories. icon_lol.gif

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kansaslaura Posted 15 Jul 2007 , 4:32am
post #14 of 42


I forgot one once too, but my customer was much more gracious about it. So sorry it turned so ugly for you.

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BrandisBaked Posted 15 Jul 2007 , 4:44am
post #15 of 42

A similar thing happened at the bakery I worked at. They were just lucky I changed my hours and was there when this person came to pick up their cake. We get paper copies of orders to work from - but we never saw this particular order (but it was in the computer).

Anyway - the customer was very understanding when I offered to whip up something simple in 20 minutes - and give it to them at half price (the owners would have killed me if I'd have given a cake away for free - but that's what I would have offered if it had been my store).

It happens - and some people will be jerks, and some will understand. I think a lot of it has to do with how well you can handle difficult people (I have exes - I'm very practiced in that area! LOL!).

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JENNSCAKES90909 Posted 15 Jul 2007 , 4:50am
post #16 of 42

I am sorry that that happened to you.. However your business will not fail for one reason. You care. If you didnt care that you lost her order your work ethic would show it and you certainly wouldnt have cried.. Some people feel if they scream and yell that they will get more out of the situation. Honey if there is one thing that is true in this world it is this . There will always be a need for cake. Your business will not suffer because of this situation it will grow stronger and more dependable because in your heart you never want to feel that way again. Smile, and know that you did your best to make it right. If this woman continues to act in that manner than I wouldnt make her anything. Sometimes we are better off without..

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giggysmack Posted 15 Jul 2007 , 4:59am
post #17 of 42

I got two cakes mixed up she ordered two cakes and I mixed up the dates she came to pick up her daughters bday cake and I handed her a baby shower cake. I had already baked the Cinderella pan but she wanted two layers and I only had one but I had a 6 and a 10 so I used those as the bottom layer and I had the Cinderella done in 1 hour (I worked my butt off) I was panicked so I moves off sheer adeneline. My heart raced the rest of the night. I also forgot to deliver a wedding shower cake I just left for work and left it in my fridge. My DH calls me at work and says are you forgetting something? No what? Are you sure you are not forgetting someting? NO! WHAT?? Does cake ring a bell? OMG!!!! I forgot to deliver it on my way to work. He said they called looking for me and hent to the fridge and there it was so he drove 25 minutes to deliver it for me. Thier gusets were just showing up. Needless to say I gave them a discount on thier wedding cake. They were not rude or anything they were very understanding.
Keep you chin up and try again
good luck!!!

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mkolmar Posted 15 Jul 2007 , 4:59am
post #18 of 42

This almost just happened to me this Wed. I had a birthday cake order that was a suprise for a 89 year old man, my mom ordered the cake.
My mom originally told me the date was Thursday (I swear she did) She calls on Wed. and asks when to pick up the cake or if I was delivering.
I said Well I'm baking it today and then decorating later so I'll make sure to have it done by 3:00 tomorrow. My mom then tells me "I normally have these monthly meetings on Thursday but I said I needed the cake for Wed, because it's for the suprise party and meeting. I need the cake by 3:00 Melissa and it's 10:00 right now!" OH CRAP, said I have to go. Luckily I planned ahead and had ingredients in the fridge. I quickly made a 12x18 WASC with strawberry buttercream filling. In fact my mom came at exactly 3pm on the dot and if you look in my photos you can tell some of the chocolate dipped strawberries were JUST dipped and slapped on that cake because they are still wet looking.

Mistakes happen, that's what makes us human. This will not ruin you because you are trying to take care of the situation. --by the way--NO ONE is allowed to call you names! If this happens again-call the cops. I'm not just saying that either. This happened to one of my DH's computer friends who owned a storefront and the guy was just cursing up a storm at him. Matt sat their calmly and waited for the cops to show. Cops found the screamer at fault and escorted him out--no longer allowed to step foot into Matt's store. All because Matt thought he had a part that wasn't in stock yet and was coming the next day. Do not put up with this behavior---she's 70 years old and with obviously no class! No wonder she was throwing her own party--no one else would!

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AnythingSugar Posted 15 Jul 2007 , 5:09am
post #19 of 42

Please don't feel so bad......stuff happens. Before I learned to decorate cakes, I used a local bakery. My daughter's birthday is Valentine's Day and I begged for NOTHING RED. When I went to pick up the cake, it was done in ALL red. Of course I told them that I requested nothing red on the cake but I certainly didn't act ignorant enough to call names. They checked their order and sure enough......in big print it stated, "NO RED ON THIS CAKE." The decorator apologized and reduced the price of the cake. I did not let this stop me from using the bakery again. The cakes were good and I couldn't decorate.

I hope you feel better soon!!

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indydebi Posted 15 Jul 2007 , 5:10am
post #20 of 42

Oh gosh, I almost forgot my very own story! On 7/7/07 of all days!

I had 3 weddings that day, so you can imagine how hectic it was. The first one was a cake/punch-only reception. I was cutting the wedding cake and the bride comes up to me and asks "Are we going to cut the groom's cake, too?" I looked at her and said, 'Oh! That would be the cake that's still in my refrigerator!" I told her not to worry. FOrtunately, her reception was only about 5 minutes from my kitchen, so I told her, "let me get these people thru the line and I'll run and get it." She asked if we had enough cake without it and I told her we'd be fine. Everyone had a piece of cake.... I cut a few extra and high-tailed it to my kitchen to get the groom's cake. All worked out ok.

Stuff happens. To all of us. icon_redface.gif

As I would tell all of my new customer service people during their training: Customer Service is not measured by how you handle the transactions .... it's measured by how you fix the problem.

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mom2spunkynbug Posted 15 Jul 2007 , 5:17am
post #21 of 42

Oh I'm sorry that happened to you! We're only human and we all make mistakes! That's horrible that the girl was swearing at you & calling you names!

You did the best you could under the circumstances! (Refund, apology) I'd make her the cake....just to keep her happy - I'm sure she'd be furious if you didn't!

Then after she has your cake, it'll be sooo good that, hopefully, that's what she'll remember & talk about!

And your business will not fail because of this one mistake.


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JoanneK Posted 15 Jul 2007 , 5:47am
post #22 of 42

I would give her the cake free but only to make an old lady happy. It's really not her fault her daughter was jerk and called you names.

I think it's sort of like making the cake and then it drops as you go to deliver it. Things happen. No one is perfect!

Please don't let this one thing get you down. Just make the best cake you can for her and deliver it with a big smile on your face and once again tell her how sorry you are. By Monday she should be calm and hopefully she will be a nicer person to deal with.

Good luck. Tell us what happens.

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monnitas0808 Posted 15 Jul 2007 , 4:27pm
post #23 of 42

Last night I cried myself to sleep of how horrible I felt!! But today is a new day and you guys are right!! I made a mistake, I've owned up to it. And as rude as her daughter was to me....I think the Lady does deserve a cake. And you are absouletly right....they might taste it and hopefully realize how mean they were and stay here with us....my husband made a joke that she probably wants it to slam it on the floor!! thumbsdown.gif that would be mean of her...lol!! Thank you all for your support...reading all of this is what kept me going I knew I came to the right place!!!! many hugs and cupcake kisses to every single one of you!!!

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step0nmi Posted 15 Jul 2007 , 5:58pm
post #24 of 42

I am so sorry you felt so bad. icon_sad.gif I can understand though. If you feel like making the cake is the right thing to do then you should do it.

Good luck! Hope everything works out!

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StephW Posted 15 Jul 2007 , 6:13pm
post #25 of 42

You have to wonder right off the bat what her kids are like - when she has to throw her own 70th birthday party!?!?! icon_eek.gif

Sorry this happened to you, but keep your chin up - you will get thru it! Don't let this rude daughter get to you!

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LauraS Posted 15 Jul 2007 , 6:26pm
post #26 of 42

Hon, i understand, A friend called me teusday for a wedding cake, i said sure i have time, she wanted a marscapone lemon curd frosting ( does not work with wedding cakes let me tell you) and a citrus pound cake , well need less to say when i went to deliver it this morning the cake was horrid, he hated the taste. i am working on a sheet cake to bring them now, it is way to hot here, it is 90 degrees in my house and the frosting is not setting, i am crying here as i type this. well I need to buck up and go see if i can salvage what is left of my business, this is for a huge Wine Vendor here and his new wife owns a local flower shop., i should have never said yes and now i am out the money and three days worth of work. man I just don't know what to do, may be this is not my calling. I am going to end this now.

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Housemouse Posted 15 Jul 2007 , 6:27pm
post #27 of 42

You have to wonder right off the bat what her kids are like - when she has to throw her own 70th birthday party!?!?!

that's a good point, StephW!

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indydebi Posted 15 Jul 2007 , 6:32pm
post #28 of 42
Originally Posted by Housemouse


You have to wonder right off the bat what her kids are like - when she has to throw her own 70th birthday party!?!?!

that's a good point, StephW!

Or she could be a control freak, like me!! icon_lol.gif I'm planning my own 50th birthday party for 2009 .... because I am not trusting such a monumental moment to anyone else! icon_lol.gificon_lol.gif

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peacockplace Posted 15 Jul 2007 , 6:40pm
post #29 of 42

I'm sorry you cried infront of them. icon_sad.gif That's exactly what would happen to me. When I get really flustered or upset, my voice gets shakey and starts to crack. I hate it that I can't be tuffer. I can't imagine someone stanging infront of me yelling and calling me names when I already felt bad about the situation. I hope they are nicer when they come back to get the other cake.

Good luck with a new organization system. thumbs_up.gif

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BrandisBaked Posted 15 Jul 2007 , 7:06pm
post #30 of 42

This is how I handle things like that:

The moment someone gets mad and starts yelling - is when you stop them in their tracks. "I'm so sorry this happened... what can I do to help resolve this?" Shows them right off the bat that you are willing to make amends. If they tell you they want something outrageous ("Free cake for a year!"), you can respond with "that's simply not possible, however I will be able to give you half of this cake, and half off your next cake" - or whatever deal you feel comfortable with.

If they persist in yelling, tell them that you understand their frustration, but you really won't be spoken to like that - and ask them to PLEASE leave, and call you once they have calmed down. Yelling and insulting are simply not acceptable in a business situation (you're not leaving her for a younger woman, she doesn't need to get THAT upset)... If you can't diffuse it in one or two sentences, ask the person to leave and call you later to resolve the issue - telling them you will be glad to discuss it further in a calmer fashion. If they yell at you over the phone, you can say "I'm trying to work with you to resolve this, but you obviously can't see past your own anger. Please call me back when you can be more reasonable" and hang up.

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