Wow. Harsh Feedback For Wedding Cake. How Do You Handle...

Business By mom2spunkynbug Updated 31 Jul 2008 , 12:58pm by KeltoKel

mom2spunkynbug Cake Central Cake Decorator Profile
mom2spunkynbug Posted 28 Jul 2008 , 8:00pm
post #1 of 55

This was only my 2nd paid wedding cake. I make all my cakes from scratch. I delivered it on Saturday (it's the last pic in my photos).

The groom just called & said it was the dryest cake he'd ever tasted. There was NOT ONE compliment on the cake. He said once he said something about how dry it was that everyone else started talking & said they were scared to say anything & when did I make it, last week? He wants me to call back with an explanation.

I know scratch cakes tend to be drier than boxed mix cakes. I have never had anyone say all this about my cakes. I tasted the "leveled off" portions of the cake and they were fine. My family had scraps, and they said it was fine.

When I was setting up the cake I overheard one of the staff saying that it was his 3rd wedding. Dh asked why he was calling about the cake already, shouldn't he be on his honeymoon? I said well it's his 3rd wedding and they spent the whole week before the wedding at the resort. I also heard the wedding coordinator say that there was so much drama during that week there almost wasn't a wedding. Also, while I was setting up, he was running around frantic, looking for the coordinator, yelling that the chairs outside were filthy, and what was going to be done about 'cause he couldn't have his people sitting in those chairs.

Dh thinks I got a "bad apple" (you can't please everyone) but this is only my 2nd paid wedding cake!!!

As for him wanting me to call him back & "explain" I'm just going to say that if he's used to boxed mixes, scratch cakes have a different texture, and I'm sorry that they didn't enjoy it.

He also never had a tasting. While we had an appointment, he was texting (the bride was doing everything with me).

So now that I've calmed down a bit - I'd like some feedback. Stuff like this just makes me not want to do this anymore!

54 replies
jennym0904 Cake Central Cake Decorator Profile
jennym0904 Posted 28 Jul 2008 , 8:08pm
post #2 of 55

I agree with what you're going to do. Stick to your guns. icon_smile.gif

JoAnnB Cake Central Cake Decorator Profile
JoAnnB Posted 28 Jul 2008 , 8:09pm
post #3 of 55

If the bride did the tasting, the bride should tell you about the cake they got.

Texas_Rose Cake Central Cake Decorator Profile
Texas_Rose Posted 28 Jul 2008 , 8:11pm
post #4 of 55

I think he's trying to get some sort of refund or discount from you. (Hearing you describe his behavior, it's not too surprising that he's on his third wife icon_biggrin.gif )

Have you ever had a fondant-covered cake dry out? I haven't. I think the fondant holds moisture in somehow.

smoore Cake Central Cake Decorator Profile
smoore Posted 28 Jul 2008 , 8:11pm
post #5 of 55

So .... the Bride had a tasting? The Bride did all the arrangements and paid for the cake? I'd call her back instead of him if that's the case.

3 weddings already ... he may be looking for a discount, as he may need to plan/save for his 4th!

pinkbiz Cake Central Cake Decorator Profile
pinkbiz Posted 28 Jul 2008 , 8:12pm
post #6 of 55

i agree ... the bride should be the one complaining because she already had a taste of it... it sounds to me like he is the groomzilla!

dandelion56602 Cake Central Cake Decorator Profile
dandelion56602 Posted 28 Jul 2008 , 8:12pm
post #7 of 55

I can't imagine. I'm always afraid of neg. feedback. I would explain to him that when leveling/torting, what was left over that you & several others tasted to make sure it was alright & everyone's opinion was the same---that it was.

Since he never showed for the tasting & just the bride did I would call her & ask her to come by---talk to her alone. Sounds like he might have issues, maybe wanting a refund. I would tell him why I would talk to her---b/c she tasted before the wedding & he didn't. At the most I would offer HER a discount on a future purchase. Don't apologize if when you tasted the cake that it was fine

DEBBIE157 Cake Central Cake Decorator Profile
DEBBIE157 Posted 28 Jul 2008 , 8:13pm
post #8 of 55

If the bride did the tasting, and it was fine, then it's HIM.

If he's on his third marriage, it sounds like he will NEVER be happy with ANYTHING.

I'm sorry you had to endure this. I would think He's the problem, not your cake.

andiesweet Cake Central Cake Decorator Profile
andiesweet Posted 28 Jul 2008 , 8:13pm
post #9 of 55

Sounds like aclassic case of they spent too much $ all week at the resort and on the wedding and are trying to recoup some of it. Don't give into pressure. No Refunds.

MosMom Cake Central Cake Decorator Profile
MosMom Posted 28 Jul 2008 , 8:15pm
post #10 of 55

He sounds like a bad apple to me too. I think your plan of action is fine and don't let him discourage you. I find it interesting he was calling you. I wonder if the bride even knows.

kansaslaura Cake Central Cake Decorator Profile
kansaslaura Posted 28 Jul 2008 , 8:19pm
post #11 of 55

Sounds to me like Mr. Third-Time-Around is a drama king anyway. I have a feeling he's already seeing mistake all over this marriage to and is taking swings at anyone that had anything to do with it. It would be interesting to hear what he had to say about the food and entertainment.

It was a gorgeous cake, I wouldn't refund anything. This will blow over when he finds something else to get into a dither over. glad you're not his wife!

doughdough Cake Central Cake Decorator Profile
doughdough Posted 28 Jul 2008 , 8:21pm
post #12 of 55

Sounds like you have a Groomzilla on your hands! icon_eek.gif

Firstly, you are your own worst critic, and if you tasted your cake and thought it was fine, then it probably was.

Second, the whole "eveyone thought the cake was dry" statement sounds a bit overly dramatic. I can't remember ever being at a wedding where people were going around whispering to each other about the cake.

Third, if he wasn't even participating in the tasting, then he needs to let his new wife call you...the fact that you haven't heard from her is a bit fishy as well.

And lastly, if he had spent all week screaming at everyone else about dirty chairs and other little details, then he sounds as though he may be a high-strung individual normally (THIRD marriage). There are more tactful ways to get your point accross without being a dick about it.

Keep your chin up...this too shall pass, and you will make many more great wedding cakes in your career!

jennifer7777 Cake Central Cake Decorator Profile
jennifer7777 Posted 28 Jul 2008 , 8:24pm
post #13 of 55

I would call the bride and explain that her new husband has made this complaint and that you would like her opinioin, since she is the one who did the tasting and agreed to contract with you. Like another poster said, she might not know this man is calling you.
If you talk to him, make sure that the bride is present and/or on the phone.
It seems to me like this guy might be a prick. Remember, he is giving you HIS account that after he said something, then other people started complaining. This may not be true. Just talk to the bride.

I know how getting a complaint totally sucks! Even if you know the people are scamming, it just makes you uneasy and doubtful of your work

liapsim Cake Central Cake Decorator Profile
liapsim Posted 28 Jul 2008 , 8:30pm
post #14 of 55

I think you need to stick to your guns as well! Don't back down from the jerk! When you call him back, explain the scratch vs box and also, that his now wife approved the cake. If he argues, tell him it would have been great for him to taste the cake instead of playing on his phone during the appointment. Good luck!

KHalstead Cake Central Cake Decorator Profile
KHalstead Posted 28 Jul 2008 , 8:32pm
post #15 of 55

I would just tell him that this is precisely the reason why wedding cake tastings are conducted and that you're sorry he didn't enjoy the cake and you really wished he would have had the time DURING the tasting to take a bite of the cake so the taste/texture of your cakes weren't a surprise to him or his guests!

chutzpah Cake Central Cake Decorator Profile
chutzpah Posted 28 Jul 2008 , 8:33pm
post #16 of 55

Call the venue. The taff always pigs on leftover cake back in the kitchen. See what they thought.

I had a complaint about dry cake onc MOG. A place where I deliver many cakes. I called the head chef and he said the cake was lovely and delicious, and everyone (guests and staff) thought it was great. hethen proceeded to mention that the MOG tried this with him, too.

bwonderful Cake Central Cake Decorator Profile
bwonderful Posted 28 Jul 2008 , 8:36pm
post #17 of 55

The cake was beautiful. You did a great job. I'm sure it tasted awesome as well. Sorry he's being such a pain in the rear.

aundrea Cake Central Cake Decorator Profile
aundrea Posted 28 Jul 2008 , 8:39pm
post #18 of 55

i just saw the wedding cake you are referring to, and it is lovely.
i wouldnt let this get to you, we've all been there.
sounds like the guy is a wack job, and i feel sorry for his THIRD WIFE!
i would try to get this resovled through her, although it sounds to me that he will intercept any interaction the two of you may have.

Prudence Cake Central Cake Decorator Profile
Prudence Posted 28 Jul 2008 , 8:40pm
post #19 of 55

Sorry this happened to you! Especially since iis is your 2nd cake.

The guy sounds like a jerk and was creating drama where he thought he could find it. I think you should stick to your guns. Your cake was beautiful.

Getting complaints is very hard and does bite the big one. Don't doubt what you are doing!

sylhnk Cake Central Cake Decorator Profile
sylhnk Posted 28 Jul 2008 , 8:44pm
post #20 of 55

i say the same stick to your guns, if the bride was tasting she should have said something then, not the groom. thumbs_up.gif

ArtieTs Cake Central Cake Decorator Profile
ArtieTs Posted 28 Jul 2008 , 8:45pm
post #21 of 55

WOW! I'm also sorry that happened to you & like someone else said, "you are your own worst critic" & If you liked the taste & texture of the cake it was good. Nevermind him, he sounds like a 1st class jerk! Deal with his wife, hopefully she doesn't end up being the former wife if she disagrees with him. icon_biggrin.gif

I don't mean to take over your post, but I have a question to pose, as I hope I'm not alone in this feeling. Does anyone else have a hard time when they bring cake to an event sticking around to see the cutting & tasting? Maybe it's me but by the time I'm done crying, cursing, & wanting to give up on the whole project & get the darn cake out of my sight & delivered & can't stand to be present when its enjoyed. Am I crazy? It happens everytime & almost feel sick when the time to cut comes & I have to leave. I delivered a cake to a baby shower this weekend & really nice cake (no picture posted yet) that I attened, but BOY Oh Boy! I was outta there before it was cut. That's another thing, I never get pictures so I always just haev to hope the client takes a picture & will give me one. Strange thing is I never get bad feedback, its always good, but I always find something wrong with it & almost not want to deliver it. Please tell me when will I get past this? If ever. icon_redface.gif

nannie Cake Central Cake Decorator Profile
nannie Posted 28 Jul 2008 , 8:52pm
post #22 of 55

sounds like a groomzilla to me.

forget about it

YanYan Cake Central Cake Decorator Profile
YanYan Posted 28 Jul 2008 , 9:21pm
post #23 of 55

let us know what happens

*tuning in to see the next episode of as the lazy susan turns" icon_lol.gif

jmt1714 Cake Central Cake Decorator Profile
jmt1714 Posted 28 Jul 2008 , 9:26pm
post #24 of 55

Ask him evidence of how much cake wasn't consumed. Betting he's not going to be able to saythere was any left. If they ate it, they're out of luck regardless. and since he didn't take the time to taste your cakes ahead of time, he's also out of luck. I don't care if you bake desert-dry cakes (and I know you don't), he had the chance to sample them before purchase and chose not to. tell him you are sorry he was disappointed but that the cake met your QA and you will have to agree to disagree with him on this matter.

superstar Cake Central Cake Decorator Profile
superstar Posted 28 Jul 2008 , 9:45pm
post #25 of 55

Sorry this happened to you, he sounds nasty. I am sure the cake was great & it looks lovely.

debster Cake Central Cake Decorator Profile
debster Posted 28 Jul 2008 , 9:51pm
post #26 of 55

The cake is BEAUTIFUL , I third it a GROOMZILLA!!!!!

playingwithsugar Cake Central Cake Decorator Profile
playingwithsugar Posted 28 Jul 2008 , 9:53pm
post #27 of 55

Gee, I'm at a loss here. I do not know if I should feel more sorry for you, or for the third wife!

Tell him to take a hike. If he's on his third wife, then he's a controller, and he is trying to bully you, which is probably the reason he's divorced twice before.

Theresa icon_smile.gif

mom2spunkynbug Cake Central Cake Decorator Profile
mom2spunkynbug Posted 28 Jul 2008 , 10:08pm
post #28 of 55

Thanks everyone - but I must make this clear - neither of them had a tasting. (Dh thinks I should require one, but they are from out of state.)

We talked over the phone about the wedding (the bride & I) and she decided to give me a down payment based on what we talked about. We then met (the bride, groom & I) at a later date to sit down & finalize everything. It was during this appointment that he was texting, etc.

The bride had originally seen me at this resort's bridal expo (in April). I did have samples there. I don't know if either of them tasted any there.

I sent an email to the resort (I actually used to work there in the accounting dept!), and I know the girl will tell me what's up. I also emailed the DJ since I know him & saw him & talked to him before I left - I feel he will be honest with me as well.

I did think it was a little odd though that he called instead of the bride.

I'm assuming they won't want their free 1-year anniversary cake?! I'll have to ask him that too!

But before I call him, I want to get the responses from the resort & DJ.

Thanks for the nice thoughts & compliments on the cake.

vickster Cake Central Cake Decorator Profile
vickster Posted 28 Jul 2008 , 10:53pm
post #29 of 55

Tell him you cannot give him a refund on a cake that was eaten. Then give them a coupon for a free 6" cake on their 1st anniversary and be done with it. If he's trying to skim you, he most likely won't show up for the free cake.

My advice is, live and learn. You need a contract. You need to put a clause in your contract that the customer can come by on X date and taste the cake (give them the trims) and no refunds if they don't. You also need to say that you will give no refunds on decoration if the cake is accepted at delivery and served at the wedding.

Contracts probably aren't worth the trouble except on the more expensive cakes. But they can sure keep you from getting fried. And don't ever let them know you're a newbie. Some will try to squeeze you if they find out.

For smaller cakes, just put a little clause on your receipt in small type, that once the cake leaves the shop, no returns or refunds.

My daughter's a waitress at a high end restaurant. She comes home and tells us unbelievable things that customers ask sometimes. You just have to accept that there are creepy people out there who are going to criticize you no matter how good a job you do. Fortunately, most of us know who those people are and we pretty much ignore their opinions.

pastrylady Cake Central Cake Decorator Profile
pastrylady Posted 28 Jul 2008 , 11:58pm
post #30 of 55

Personally, I wouldn't even bother with the whole "scratch" vs "box" explanation. The time for discussing the details about how you make the cake is during the tasting/consultation. If they bought the cake without a tasting, than they can't complain if they don't like your style of baking. None of us can bake in a style that pleases everyone, that's why we offer tastings.

As someone else said, if you tasted your cake and thought it was up to your standard, then you have honored your contract. If they have different taste than you the opportunity to find that out has passed. I would call them and say you delivered what you were contracted to deliver, no refund necessary.

Quote by @%username% on %date%