Customer Complaint (Taste And Dry)

Decorating By Thecakelady15 Updated 11 Feb 2014 , 12:18am by SweetShop5

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Thecakelady15 Posted 9 Feb 2014 , 9:04am
post #1 of 6

AI made a cake for a customer for the first time she said she loved the look of it and everything was good . I even met up with her to deliver it for her and i made it larger than she wanted since it was my first time making a cake for her. She wanted guava filling and yellow cake so I gave her guava jelly filling and yellow cake. I have done it so many times when people ask for guava filling and no complaints ...i delivered the cake on Friday and the cake was for saturday. It is extremely cold here where I live so I told her that she had to careful with fondant it should not be placed in a room thats too hot or too cold so I assumed she listened . She then texted me stating that the cake was pretty but the cake was dry and the guava filling I used was th e guava jelly and that no one liked the cake they cut a few pieces to taste it but the rest was a waste !! I replied back and said I am sorry that you didn't like the cake your feedback is impostant to me and thank you. Was the the right thing to do?? I am a new baker for 2 years now and bake from my home I have made a lot of cakes, she is the first customer to complain about the taste of the cake and that it was dry. I am so upset dont know what to do??

5 replies
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Norasmom Posted 9 Feb 2014 , 10:34pm
post #2 of 6

Without tasting the cake it's hard to say if it was truly dry or tasted bad. (wish I could taste it, sounds yummy to me:-D)…  


Sometimes people don't like cakes with fruity flavors, even if they order them.  I know that when I serve orange, lemon or raspberry-filled cakes, it's not eaten as much as chocolate or vanilla buttercream flavor.  That doesn't mean the cake didn't taste good.  When she says "no one" ate it, she might be exaggerating, or they may have been full from eating a meal.  


Also , if it was served to women, they may not have eaten it because a lot of women don't eat in front of people, they just take "bites" of everything. Sad to say but true.  I personally do not practice this, but I observe it regularly when I am out at events

Sometimes people just want a free cake as well, so they complain so they can get their money back.

I would say your response was appropriate.  She may not be a repeat customer for you but you don't want to deal with her any ways.


So keep baking and get honest opinions. 

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AZCouture Posted 9 Feb 2014 , 10:42pm
post #3 of 6

ATo her, it could very well be dry if she is comparing it to a box mix cake, or something else that's practically dripping wet. Not everyone will think your baking is awesome, so just thank her for her feedback, unless you have any inkling that you may have overbaked it, or something else could have gone wrong.

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AZCouture Posted 9 Feb 2014 , 10:44pm
post #4 of 6

AAnd that too, what norasmom said, some people will try to get refunds after they realized their budget was for a grocery store cake afterall, and the "cake lady" is an easy target to complain to. Have to learn to weed those people out.

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costumeczar Posted 9 Feb 2014 , 11:23pm
post #5 of 6

Did she ask for a refund after you wrote her back? If you've done the same cake for other people and they liked it then it's probably just her, or she served the cake cold. Did you try the cake yourself, or check it when you filled it to make sure it was baked correctly?

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SweetShop5 Posted 11 Feb 2014 , 12:18am
post #6 of 6

Have you tried putting simple syrup on your cakes? Its a mix of sugar and water. I put it on all my cakes and they're always extremely moist.

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