If u talk to her... let her know how u showed your cake to a site that is full of cakesters (PROS) and the reaction you got....

That cake is perfect... super clean lines... very clean and well done.... I have no idea why she would say anything negative about how the cake looks... as to the cake being dry... u stand by your product.... tell her just what u said here... I wonder how it would have been dry when I make that recipe for all my cakes and I haven't had any complaints in the ___ yrs I have been baking.... as to the fondant... u r right... p\\eople either like it or not... there is no in between...

and furthermore...I think she is exagerating when she says she had to pull ur site up to show u can really make cakes.... cause by looking at that cake.... anyone can tell it was done by a pro....

Good Luck... and like u say... 1st complaint... so one out of the 100's u have done... just aint that bad....

BTW: Don't offer/Give any discount or money back or credit....

hth

I was just looking over some forums at CC and saw your post, oh my goodness how very sad that you had to go through that. I personally like your cake a lot better than the sample your customer gave you! And I loved it before I even saw the sample in the replies! I wish I could do that well on cakes, you are a great decorator!

Oh for the love of cake!!!!! WTH? So I got this email today from that same customer...

Hope all is well with you. Say, I was wondering if it might be possible to get a small cake or tray or tier of cupcakes for me for Friday afternoon around 3:30? I just need like 10-15 cupcakes or a small cake that says Happy 12th Birthday Tanner. Possibly with a a kid on a skateboard or knee board. I know that I would like marble with butter cream nothing extremely fancy, and I would know for sure tomorrow what I want on it. Just wanted to see if you were able to make it or not by Friday. Also please let me know the cost. We didn't really talk about that when we talked before.

Thanks in advance

I wrote this back... (just for the record I am truely booked!)

Unfortunately I am completely booked out for this week and next week other than Monday-Wednesday and then the following week the only days I have open are Monday and Tuesday. This is a crazy busy wedding month for me!

And then she sent this back to me? WTH, really because it sounded like she asked me if I was available for Friday, not that we had already had an arrangement...

I thought I had told you when you did Tyler s hunting cake that I needed one around the 8th but you must have forgotten. Ok I guess that's fine.

So I responded with...

When I spoke to you via phone that Sunday, you mention that you would possibly be needing cupcakes in June, but no particular date was given. I have had these weddings booked for 6 months to a year so my schedule did not change at all from the time that I spoke to you.

Sorry for the inconvenience!

Seriously! I didn't even think she would contact me again for any other cake. While I did offer to throw in some free cupcakes because she was unhappy with her cake, I didn't just say WHENEVER you want them. I do have a business to run, if I am booked, I am booked... Geeze!

Now she just sent this back to me...

Ok that's fine I understand and I can see its a bit difficult to fit in a small cake so maybe just refund me something and I will buy one else where if that's fine?

How do I even respond to this?????

She knows I work all my myself here, I REALLY do not have the time to throw in another "little cake" here!

Coming from a family with hunters I can see the orange part. It should have been blaze orange as that is what hunters wear so as not to get mistaken for deer in the woods. Yeah, it's supposed to be a neon orange. Beyond that I think you did an amazing job! The deer head was awesome and it was a beautiful cake. She had too many critics in the kitchen. And I bet it didn't start until someone found out what you paid for it. How convenient the Walmart baker was there to spout off about something she knows nothing about...i.e. fondant...or good CAKE for that matter! That being said, if you don't write down what the client wants plus provide a sketch showing where and what colors are going to be used, then she can come back and say anything and you'll second guess yourself. As far as the cake being dry, well, that's subjective. The only thing you can do is say that when you tasted it, it was moist, but since she was unhappy with it, how about a dozen cupcakes at no charge (no decoration) or a $25 gift certificate to be used toward anything in the future. And thank her for her feedback...even negative, because that's something you can use to provide a better product. It's hard not to beat yourself up, but think of all the others who have been really happy with your work and know that on occasion there will be one sour apple in the barrel. Just try not to take it personally. I know I would have been pleased with the cake!

Just tell her that you can not guarantee availability and that her "gift certificate" is still good for another year should there be another occassion she would like to use it for, but unfortunately you can not offer a refund.

If you do have some availability or would consider making her cake/cupcake then just tell her that you can do it but your rush fee is $xx.xx and that she would need to pay for that in order for you to complete it for her.

Your cake is outstanding.
If you have offered her cupcakes for compensation (which is totally unnecessary because the cake was great) or a gift certificate (ditto), she still has to order them according to your scheduling. Make no concessions for this brat.

Oh whoops, my bad, you did offer something--I missed that part I was skimming--so lop off a dozen cuppies--toss 'em in a plastic container and be done with it? Tell her they are undecorated?

Buy some from the grocery store?

She's still off her track for complaining like that on Mother's Day morning.

But if you offered, I mean now you gotta wait till she wants to contact you again?

Could a family member pitch in & make 'em for yah or something and get you off the hook?

Hey, send her thirteen bucks & make her go away. 10%

You don't have to be nice you have to be professional.

Ok - take a deep breath! There will always be "those wackos" out there, but don't let her run all over you. Your replies have been very professional, so maintain that attitude. Tell her the only thing you will send her is a credit for $$ towards cupcakes , to be scheduled 2 weeks in advanced. As that is how all your orders are taken. If you feel you would like to explain again that you are alone and are totally booked, you can- so you have it in writing again, but I don't think it is necessary. You have been very nice to her!

I like your cake better than the picture she provided, but you can cetainly tell that it is the same cake less the grass. The excution is great and the price seems on mark for the amount of work that was done. The problem is hers and not yours. It bothers you so much because you care about your cakes and try to do your best work always. Creations are personal and when people complain it can be easy to take the complaint personally. In this case the complaint was unwarrented!!!!!

And yes the orange often worn by hunters is that real bright loud dayglo orange --but your orange is very in line with camoflage colors when orange is used in the camo pattern.

"I'm sorry I can't accommodate your current request. I require a minimum 2 week notice for any order. I hope you will be able to plan ahead and use your certificate for your next cake need.

you offered her a dozen cupcakes- she wants 15 or 16-

seriously, I would make her 16, charge her for 4 (over the dozen you offered) along with a note or something, "orders are accepted based upon availability" or something like that...

if you could, I agree with the PP...take care of it now or ...SHEEEEEEEEEEEEEEEEEEEE'LL BEEEEEEEEEEEEEE BAAAAAAAAAAAAACK!

sorry, idocakes4fun...I'm slow...didn't see your 'availability' response...

I think this is a good lesson in getting all terms in writing and then acknowledged by customer. I won't beat a dead horse I think by now you realize even a written description by email initially would have helped some (not all) of her complaints) Also after hearing how unhappy she was I would have followed up a written phone conversation with an email confirmtation confirming what and the terms of what you were going to do for her. Such as Per our conversation I am sorry you were not fully satisfied with the cake I did on such a such a date. Your business is important to me and I am offering you a free six pack of cupcakes for you to enjoy. All orders must me paced at least 2 weeks in advnace of pick up date and this complimentary gift is valid for 6 months from such and such a date. Unfortunately usually when they complain it snowballs and getting things in writing cuts back on further issues. I would apologize for the confusion, foillow up by saying my offer was for # of cupcakes and with 2 weeks notice I would be more than happy to honor that offer.

Good Luck- keep us posted!

All gift cert should say 'Cannot be Redeemed for Cash'? Or 'No Cash Value' ?

Oh, I didn't think she offered an actual certificate but simply offered her cupcakes in the future...

maybe a cake muggle couldnt believe she was spending that much money on a cake she cud have just bought at walmart.... forget that its bespoke caking service.

lol, theres absolutely nothing wrong with the cake, just stingy buyers remorse. it looks beautiful, stop beating yourself up about, apologize, (i would not refund or offer cake, its perfect).... and move on.

I think that you did a great job on the cake. This take it as a learning experince with dealing people. Some people really just do not know what they want. It was probaly the price since her mother worked at Walmart. Why didn't she order the cake from her mom?

Oh my gosh, she's unrelenting!! Her request to cash in on that free cupcake offer (which was uber generous on your part since the cake was awesome) shows that your cake tasted great, too and that she is just out for freebies/discounts. Otherwise, she wouldn't dare order from you again, no matter what!

Respond once more with "the offer for a dozen cupcakes is redeemable for up to 12 months, based on availability of my time. You would prefer fresh cupcakes and that is what I would prefer to sell to you. Please contact me two weeks prior to cashing in your cupcake offer and we can settle the details at that time."

Or change it to 6 months from now so you can get her out of your hair faster!

I don't know if it were me..I'd just do the cupcakes and get it over with.

Send her a $10 gift certificate for Wal-Mart and tell her that Wal-Mart sells cupcakes by the dozen. Oh, wait, she already knows that .

BTW- am I wrong about this: I thought that fondant sealed the cake and that helped keep it moist. If so, why did her decorator mom say the fondant could have made it dry??

I think you've gone above and beyond. You'll never please everyone and she's the type to keep bitching about everything. Let Walmart provide her cakes from now on.
You can only do so much. It's YOUR business. Set this looney bird free to bother someone else.

Any update on the situation?