Shall I Give A Refund?...................

Business By MikeRowesHunny Updated 2 Jul 2007 , 2:20am by apclassicwed

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MikeRowesHunny Posted 29 Jun 2007 , 4:37pm
post #1 of 72

I did a shoebox cake yesterday (in my pics) that was collected today by the customer's friend, and she has just rung to say that she is really disappointed with it. It wasn't what she wanted. When she called to order the cake a week ago, I sent her some pics from CC of shoe cakes, so she could tell me which sort of style she liked. She chose a lovely cake that had a Prada shoe on it. However, she didn't say that she liked it because it was Prada, just that this cake was the one she liked the style of best, Well, I assumed (yes, that makes me an ass!), that she meant the colours and style of this cake, along with a gumpaste shoe, as opposed to chocolate which were also in the pics.

So I went with the colours and style and made my own style shoe. So, the main complaint is that it wasn't an elegant Prada shoe on the cake, but an ugly little shoe of my own design (her words), and now her birthday gift to her friend is ruined, because it was all supposed to be Prada themed.

I genuinely didn't realise that Prada was the point, it was never mentioned to me at all, either on the phone, or in mails. So, do I give her some kind of refund? She didn't ask for one, but said she wanted me to know that she was disappointed!

71 replies
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MikeRowesHunny Posted 29 Jun 2007 , 4:56pm
post #2 of 72

No words of wisdom fellow cakers?!

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kels_bells Posted 29 Jun 2007 , 5:06pm
post #3 of 72

I think your shoe is absolutely beautiful! And no I would not give the refund. She should have specified that she wanted the Prada theme. Great job!

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Laura102777 Posted 29 Jun 2007 , 5:07pm
post #4 of 72

I think it looks great! I'm not saying you should give a refund, since she didn't make herself clear, but....If she really thinks her gift is "ruined", and if you're going to give a refund, she should definitely return the cake to you in the same condition it was in when it left your hands.

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smbegg Posted 29 Jun 2007 , 5:08pm
post #5 of 72

Maybe go half? Since us Assumed and she didn't specifiy, both are at fault. I would apologize, but atleast cover your supplies because, like it or not she got a cake and I am sure that they ate it.

Didn't she check it when she picked it up?


Stephanie

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mrsg1111 Posted 29 Jun 2007 , 5:09pm
post #6 of 72

I personall wouldn't worry if I were you. You did what you were asked. If there were specifics she should have made that clear. As far as a refund, I personally wouldn't give one ESPECIALLY if she didn't ask. You put in your time, your labor and the material YOU DESERVE IT!!

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sweeteecakes Posted 29 Jun 2007 , 5:10pm
post #7 of 72

Personally, I think that the cake looks fabulous! Shoe and all. But next time you may want to get the specifics of what the customer wants and do go on assumption. People can be kind of funny sometimes, especially when it comes to money. And no, do not refund her the money. She should have let you know exactly what she wanted. You don't know her friend and what she likes.

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zoomitoons Posted 29 Jun 2007 , 5:10pm
post #8 of 72

this is my main reason for NOT taking orders over the phone or email unless i have total control over what it will look like. since she didn't say she wanted exactly this or that i would forget about it, you did a wonderful job (i looked and all your cakes are great)
i always tell my customers that even if they see a picture of a cake that i've done or someone else has done their cake will NOT be exactly like that. i will not do the exact same cake twice, even if it's different colors, different border etc each of my cakes are different then the next.
Amy

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girltrapped Posted 29 Jun 2007 , 5:11pm
post #9 of 72

The cake you did is beautiful! thumbs_up.gif I can understand her being disappointed but cake decorators are not mind readers. If it were me, I would probably ask what I could do (within reason) to make it up to her. My goal would be to save a customer, my rep and also do what is right. She didn't tell, you didn't ask, etc. I know there will be several that disagree with me on this, but it is my opinion. Again, you did an amazing job on the cake and I would be most proud to give it to any of my friends had I purchased it from you! icon_biggrin.gif

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jenhos Posted 29 Jun 2007 , 5:12pm
post #10 of 72

First of all, I think your cake is beautiful. Any of my friends would LOVE a cake like this. What I would do is call the woman and tell her your side. Tell her that she did not make herself clear regarding "Prada" otherwise you would have done so. Also, ask her what she wants and tell her you would give a partial refund and she could keep the cake or a full refund but she returns the cake. Let us know how it goes.

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Ironbaker Posted 29 Jun 2007 , 5:12pm
post #11 of 72

I agree with Laura, you still put in the work and time. I don't think she should get a refund unless she's returning the cake.

And I can't believe how nasty some people can be - "ugly little shoe"??? There is nothing ugly about that! It's a GREAT shoe! If she was that much of a label fiend, she should've specified - "It's a Prada themed party and I want a Prada shoe!"

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cabincake Posted 29 Jun 2007 , 5:13pm
post #12 of 72

Your cake looks super cute and I bet it was very good and I am sure they ate it. I would not give a refund.

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darandon Posted 29 Jun 2007 , 5:16pm
post #13 of 72

She should have said, yes, I like the shoe idea you showed me, can you make it like a prada shoe? What did she say when she picked it up? No refund is due her in my opinion.

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azeboi2005 Posted 29 Jun 2007 , 5:17pm
post #14 of 72

imho i think she is just being a difficult. she should have mentioned that the reason for her choice was due to the Prada-esque theme of that cake. as for your shoe, i personally think it's gorgeous and i'm sure that her friend's birthday wont be ruined. she's just being dramatic. your work is great!

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step0nmi Posted 29 Jun 2007 , 5:20pm
post #15 of 72

In the customer service world you are suppose to ask what you can do to make it up to them. I would ask and IF her request is in reason then you could do so. DON'T give a refund! They ate it didn't they!

IF she doesn't have a suggestion tell her that you can make a new show that is Prada for the birthday girl to have! And maybe tell her you would give her a small discount on her next cake. That way the girl gets her "prada" shoe and she will get another cake with a discount which is still in favor of you! She wasn't specific enough for you so tell her you want to make up for it but, we need to meet next time she wants a cake.

Your cake is beautiful!!!! and I wouldn't blame you if you didn't want to make her happy. She insulted your work! If she didn't like what you do then she shouldn't have called you!! I would love to have you make ANY of your cakes for me! Your work is so nice and detailed and she should've been happy with what she got!

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IHATEFONDANT Posted 29 Jun 2007 , 5:21pm
post #16 of 72

I guess I am in the minority here.

If you showed her a photo of a cake and she said she liked that cake then I would assume she wanted what I showed her.

You are selling a product. It is your responsibility to ask questions and make certain of what your client wants. Write things down in your contract so that everyone is clear about what was discussed and ordered. If you have no time for a contract then you must make yourself clear in an email about what was discussed and ordered.

This sounds like a total breakdown in communication.

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OhMyGoodies Posted 29 Jun 2007 , 5:21pm
post #17 of 72

If she didn't stress that she wanted Prada and never mentioned Prada being the theme of the party and should be the theme of the cake... how are you supposed to know? Are you a mind reader?? I wouldn't give her anything back except the advice to next time explain that she wants the shoe done in Prada design and explain the theme of the party so that there isn't any confussion icon_smile.gif

You're both at fault here because you didn't ask details like that but how were you to know.... It's not like she said "we're having a Prada themed party for her and I'd like this cake here" then you'd have known to make a Prada shoe....

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lillykaci1 Posted 29 Jun 2007 , 5:23pm
post #18 of 72

If she wanted something like the Prada shoe she should have said!!!! I don't think that you should give her any of her money back. the Cake looks great and I bet her firend will be really happpy with it no matter what!!!!

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MikeRowesHunny Posted 29 Jun 2007 , 5:23pm
post #19 of 72

She didn't pick it up, she sent her friend's brother instead - I got a call about 45mins later when she saw it for herself. I did explain that had I thought she wanted a Prada shoe then that's what I would've done! She ended with a sarky comment of 'well, if we come to you again, we'll have to make sure you understand exactly what we mean!', like I was a complete moron. I was thinking of refunding 25 euros, and then already being booked if she ever calls again. I'm kinda convinced that I'll get another call saying the cake tasted bad too (I know for a fact my cakes taste great though!).

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step0nmi Posted 29 Jun 2007 , 5:26pm
post #20 of 72
Quote:
Originally Posted by bonjovibabe

She didn't pick it up, she sent her friend's brother instead - I got a call about 45mins later when she saw it for herself. I did explain that had I thought she wanted a Prada shoe then that's what I would've done! She ended with a sarky comment of 'well, if we come to you again, we'll have to make sure you understand exactly what we mean!', like I was a complete moron. I was thinking of refunding 25 euros, and then already being booked if she ever calls again. I'm kinda convinced that I'll get another call saying the cake tasted bad too (I know for a fact my cakes taste great though!).


If you have that feeling then don't do a thing! You don't want her as a customer again!!

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paolacaracas Posted 29 Jun 2007 , 5:27pm
post #21 of 72

I have stoped showing pictures from other designers, because some people want the EXACT cake and each one of us have it's own hand, I had a problem very much like yours and I give her the money back, BUT she didn't take the cake.
I read once that one unhappy costume equals 10 bad recomentation, so I try the unhappy costumer goes away as happy as i can make them. Maybe if you give the money back she wont talk as bad as if you don't

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kansaslaura Posted 29 Jun 2007 , 5:29pm
post #22 of 72

I've been called 'anal' before because I'm extremely detailed and want to get every single angle covered. From my mindset, there can be blame put on both sides of the situation.

First and foremost, that is a gorgeous cake and great shoe! She had no reason to insult your work the way she did.

She should have made it perfectly clear what she wanted, but you should have also dotted all the 'i's' and crossed the 't's' I NEVER assume anything, it's come back around and bit me the few times I have.

Refund, NO... a nice discount certificate on the next work you do for her...yes.

No party was ruined here, someone just wanted to pound on the nearest victim and unfortunately that was you.

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StephW Posted 29 Jun 2007 , 5:30pm
post #23 of 72

Wow... so many things going on here. I think your cake looks great and she should not have insulted you!

However, you showed her pictures and she picked out the one she liked and while she never made it clear that she was going after a Prada theme - that was the shoe in the picture you showed her. Did you ask her before hand what it was about the cake that she liked? Why she chose that one over the others?

Is there time for you to make her a Prada shoe - or somehow change the shoe on the cake? If not, maybe ask her what else you can do to make her happy. I highly doubt the party will be ruined... but still - if she is a repeat customer, I would do what I could, within reason. All that being said - I don't think a full refund is in order.

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BrittanyUdean Posted 29 Jun 2007 , 5:39pm
post #24 of 72
Quote:
Originally Posted by step0nmi

In the customer service world you are suppose to ask what you can do to make it up to them. I would ask and IF her request is in reason then you could do so. DON'T give a refund! They ate it didn't they!

IF she doesn't have a suggestion tell her that you can make a new show that is Prada for the birthday girl to have! And maybe tell her you would give her a small discount on her next cake. That way the girl gets her "prada" shoe and she will get another cake with a discount which is still in favor of you! She wasn't specific enough for you so tell her you want to make up for it but, we need to meet next time she wants a cake.

Your cake is beautiful!!!! and I wouldn't blame you if you didn't want to make her happy. She insulted your work! If she didn't like what you do then she shouldn't have called you!! I would love to have you make ANY of your cakes for me! Your work is so nice and detailed and she should've been happy with what she got!






I totally disagree!

I got involved in cakes b/c I worked at a Bakery as a last ditch to make some money durring Mardi Gras! It seems like she was wanting you to say' "What can I do for you instead to make it up?"

Thats the last thing you want to do! Then she will say she wants her money back! I dont know how much you charged, but thats an Amazing cake. I would never give a refund.

I think you should let it go and grow! Take it as a lesson learned and make sure all customers from here on out know that when the leave with the cake that is their last chance for changes!

Honestly though, you should do what you feel is best for your business!

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yellobutterfly Posted 29 Jun 2007 , 5:42pm
post #25 of 72

No way, Jose! I say that it was a simple miscommunication on HER part - she failed to make herself clear and as a result got a FABULOUS cake - "no refund fo you!" (cake nazi)

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Zahrah Posted 29 Jun 2007 , 5:44pm
post #26 of 72

I was thinking the same thing - is it too late to swap out a Prada shoe?

If so, offer 'store credit'.

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MikeRowesHunny Posted 29 Jun 2007 , 5:44pm
post #27 of 72

Well, right or not, I don't have time to rectify that cake (the party is tonight!), so I've emailed telling her to send me her bank details and I'll refund her 25 euros as an apology (she paid 105 euros for it). She either takes that or not, we'll see! She is going on my black list of 'no more cakes for this person' though!

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Eggshells Posted 29 Jun 2007 , 5:45pm
post #28 of 72
Quote:
Originally Posted by IHATEFONDANT

I guess I am in the minority here.

If you showed her a photo of a cake and she said she liked that cake then I would assume she wanted what I showed her.

You are selling a product. It is your responsibility to ask questions and make certain of what your client wants. Write things down in your contract so that everyone is clear about what was discussed and ordered. If you have no time for a contract then you must make yourself clear in an email about what was discussed and ordered.

This sounds like a total breakdown in communication.




I hate fondant, you're not in the minority. we are the "professionals" and we need to "guide" our customers and if we show them a picture of a cake and that's what they fall in love with, we'd better be prepared to copy that cake as best as we can unless we get it up front, what the changes are going to be.

We make copies of ALL the pictures they bring into the hotel and give back the originals, then we mark and initial all the changes onto the copy, then attach it to the contract.

Everything is spelled out, from what we need to add to the color changes to what we need to remove.

I do agree that she didnt' have to get snarky with you, but understand that she was expecting Prada and got what she got..lol

Which by the way, it is a cute cake and shoe, but n ot what she had built up in her head.

sorry this happened to you.

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tyty Posted 29 Jun 2007 , 5:46pm
post #29 of 72

I love your cake and shoe. I would not give any $ back. If she wanted Prada and it was a theme party you should have been told. She got a cake and ate it. I have shown pictures of a pound cake with no icing and people were asking where was the icing. There was no icing when they told me that is what they wanted.

The one person that I did redo a cake for (only because a good friend asked me to) never even called to thank me. I didn't owe him anything.

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Cookie_Brookie Posted 29 Jun 2007 , 5:49pm
post #30 of 72

If she told you that she wanted a shoe box cake with a shoe on it then that is what you gave her. She should have made it clear before you even sent the pictures to her what designer it should have been. I'm going to bet that she is one of those people who will never be satisfied. How the heck can a cake that beautiful "RUIN" and entire birthday just because the shoe isnt Prada. Thats RIDICULOUS.

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