To make a long story short, my husband's cousin asked me to bake a poundcake for her. She stated that she knew lots of people and could get me a lot of business. So, I take my time and bake the cake. My husband took it to her. Later, my husband calls and said that she had called and said the cake was "a little burnt on the outside". Well, even though I completely disagreed, I told my husband to call her right back and tell her that I would bake her another cake since she wasn't satisfied. He did, and called me right back and said that she told him that I didn't have to make her another cake, it was o.k., but I could if I really wanted to. So, I told her to call her back and tell her that I would make her one anyway to satisfy her. Well, lo and behold, I'm in the grocery store today and a friend walks up to me and gives me the dirt about how she has berated me about the cake. This person did not even know I had baked a cake for her, so they have to be telling the truth. I asked my friend if the lady had also mentioned that I was making her another cake. She said, yeah, she told me you were making another one, but she still talked about you like a dog.
I am so upset. In 9 years, I have NEVER had a customer complaint. I did use a dark bundt pan and I know they produce a darker cake, but I never dreamed the cake tasted burnt. Matter of fact, she never said to my husband that it tasted burnt, just that it looked a little burnt. The whole reason I insisted on making another was to keep my name clear even though I didnt' agree with her. She still blabbed!! I live in a small town and this could be detrimental to me. I feel so bad. I am making her another cake right now. I even went and bought a brand new, light cake pan to do it in. I don't know how I'm going to keep my cool when I deliver it tomorrow.
you're in a sticky situation... i would find a way of politely asking her if she had tried the cake or just assumed that it was burned based on the appearance of the cake. i would also explain to her about using darker vs. lighter pans and that the taste should be the same...
i agree - it would be totally hard to keep a level head when delivering this cake to her!
you know what...........one person is not going to make your business or break your business........I wouldn't obsess over it.....just be prepared to let people know (when they mention they heard about this cake) how professionally you handled the situation. I'm sure collette peters and duff and bronwyn and all the big guys out there have had some people come into their shops you said their cake was dry and nasty tasting or that it wasn't worth all the money they had to pay......and you don't see people not wanting to order from them....heck most of those guys don't even accept peoplewalking in off the street they're so busy!!! Don't worry about it!
That is frustrating. I am sorry that happened. Maybe when you drop it off you could just let her know that if she ever has any comments or concerns about your cakes to talk to you directly instead of going through other people. If she has any of the cake left ask to see it and try it. Also, why not make 2 cakes and taste one of them just to be sure that she has nothing to complain about. Some people just like to start stuff. hopefully things will work out. If you have never had a complaint before and you get return costumers I wouldn't be too worried about it.
Did she pay you for the cake, or was it a freebie?
Theresa 
She paid for it, that's why I was adamant about baking another one regardless of whether I agreed or not. I just found out about this about 45 minutes ago, and the first thing I could think of was to log on here and tell you all. I feel so sick about this.
recently i made a pound cake from scratch (first time) and the exterior was extemely crusty- but the cake tasted awesome! one of my favorites ever. i think the butter causes it to get the crust ("burn"). alot of people are used to store bought manufactured and processed sara lee type pound cake which is soft all over. so maybe thats what she was expecting if she's not used to home made scratch recipes. that information might be helpful for her to know, along with the light/dark pans. i'd feel like giving her a swift kick in the pants but i think youre making a kind gesture to rebake. your a good lady! dont worry about lost business...most people know when a person is just full of fluff and they wont listen.
I can only tell you what I would do.
I would confront her - empty-handed. I would tell her what I know, and who told me, and let her know that I do not appreciate her belittling my abilities to the public. Family or not, she had no business doing that without giving you the opportunity to resolve the issue.
Personally, it sounds more to me like she is steamed because she had to pay for the cake even though she is family, and she is trying to get her money back.
Sorry if I sound skeptical about people, but I have been in the retail business off and on for several years, and anytime I know I have given quality products and services, I always end up running into at least one person who tries this on me.
Theresa
If the tremendous amount of business she promised to get you acts like her then you don't want it anyway. I would definitely tell her what you have heard that she said. Another case of getting involved with family. I would also make sure someone else was around when I delivered the cake so you have a witness to what is said. Good luck.
Diane
OMG, you must be so stressed...
(Stress, the uncontrollable urge to choke the living s#!t out of someone who richly deserves it)
Levity aside, what's up with that 
Sounds to me like this woman has "issues" and was just waiting for an opportunity to bash you.
Actions speak volumes; she said she wanted to help - but she stabbed you in the back 
Don't think this one incident will make or break your business.
But it does make one wonder what the heck she's thinking!!!
Even if you probably make another one, she'll never be happy.
Aren't pound cakes suppose to be really brown around the sides ?
How much does she know about cakes ? her judgement about the
"burndt" look might be all wrong if she is clueless about cakes.
I don't think you need her to get business.
Make her another one and that's it.. just don't talk to her about it after you give her the second one. If she is bashing you now, then it sounds like she is determined to stab you in the back no matter what.
Take care sweetie..
I wouldn't go to the trouble of making her another cake. To me, that implies that she might have been right, which she clearly isn't.
Instead, since you were planning on taking on the extra expense of making a second cake anyway, just give her the money back that she paid you. Explain to her that you are sorry that SHE is unhappy with the cake and to please accept the refund. You don't have to give a reason, nor do you have to defend your cake.
You just can't win w/ people like that. Trying will only leave you frustrated and disappointed. That, and she's STILL not gonna be happy, no matter if it was cake #2 or cake #22!!
Hang in there!
Thanks to all of you. I am torn because I feel like she should have said something about the appearance before my husband left. Why did she wait? And then my friend said she took a piece to a lady who owns a store right down from the one she works at. She works at a store, so she has contact with plenty of people. Her mom also works a CVS. I was baking the second cake to keep her from talking about it, but since she already has, I am wondering "what's the use?" But the other cake is in the oven now, so , I just don't know. Your comments are making me feel better though. I knew you would understand.
I say take cake #2 to the local firestation. THEY would appreciate it. As for your client, she will not be happy with anything you give her (except her money of course) as she already has 'burnt' you on the first cake. (pun intended)
Some people are just like that. Unfortunately she is one of them.
Well, the customer is always right so there are two things. 1. Apologize the first cake was not up to her expectations and gladly offer the new cake in it's place, 2. Let her know you are hurt because someone approached you in the store and let you know that things were said uncomplementary about you and you feel that things could have been worked out without the negative comments. Do not get argumentive or say "you said". This way you directly confronting her without directly implicating her. This way it keeps your feelings on the table and does not allow the conversation to turn into a challenge by saying You did this. If that happens the person will always defend themselves. Be Sly....it works and boy does it make the other person feel 1 inch tall! 
It is also a good Christian way to handle things.
Somehow being sly and making the other person feel 1" tall does not sound too Christianlike to me. I totally agree with the approach of not getting argumentative about it. I'd just be honest and put forth my best effort. If it doesn't work, write it off to experience. She is the one at fault and what goes around comes around eventually.
Diane
I agree with Audrey, refund the money instead of giving her another cake. She'll find something wrong with the next one also. And when you give her the refund or cake, ask for the original one back so that you can examine it for yourself. If she doesn't have it, then she probably ate it. Tell her that if she did not like the cake, then she should have given you a chance to replace it instead of spreading ugly gossip about you. Definitely let her know that her actions have changed your mind about dealing with family from now on. I bet she was hoping that you would give it to her instead of charging her for it.
I agree with a couple of the other ladies. I would offer to refund her her money. I would apologize for the cakes appearance. I don't know about confronting her about her comments. Depends on your relationship with her and how small the town is. Some people no matter what you do will find something wrong. That's just their nature. Center yourself, square your shoulders and make sure that you have a witness when you talk to her. Be civil. I know that burns, but we have created a society of the customer is always right, when we all know that they usually are Never right.
The fact that she said she could get you tons of business indicates that she was hoping for either a free or next-to-free cake. When she still had to pay for the cake, she was probably unhappy about it and just had to find fault with it. And I agree that homemade pound cakes have a firmer exterior than store bought ones. Personally, I like the firmer exterior. Maybe she just doesn't know the difference.
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