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First complaint, need some honest advice! *More pics added* - Page 2

post #16 of 108
Honest opinion? Okay, -- I think you did a great job! It's a very difficult cake to construct, and you did a great job with that. The lines look good -- the colors are, I'm assuming, what she chose. The fondant looks good. So what's the problem? If she wanted to replicate exaclty one of the cakes in the pictures, then she should have told you that! $600 was a very fair and reasonable price.
However, word of mouth is important in this business, and you don't want someone running around saying you had dry cake -- even if it wasn't, which I believe you that it wasn't! So, you might consider apologizing and taking the angle that you are soooooo sorry -- could she describe her issues a bit more specifically. Then, just try to really show that you're listening -- even if you're seething about it. If she's sincere in her complaints, then you want to show her you're hearing her. If she's full of it and just wants her money back, then you can try to determine where she's coming from. Either way, I would listen, apologize profusely, for whatever misunderstandings there were about the flavors and that to the best of your ability you were sure the cake wasn't dry. THen maybe offer to make her a special anniversary cake for 2.

Hope you get this resolved quickly and easily.
S.
Agape is the greatest love of all.
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Agape is the greatest love of all.
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post #17 of 108
How can she even think saying the cake was not pretty or under decorated is going to come off as sounding true! This is a beautiful cake.

With her saying that I tend to not believe a thing she said.

However, I would call her and make her explain what she is talking about. Sometimes a phone call clears things up much better as the person who is not telling the truth can't seem to say such silly things on the phone.

I wouldn't offer a penny back. Nor would I give a discount. Who wants a person like her for a customer anyway?? Not me.

I would tell her that not only you but others tasted the cake that was carved and it was fine. Show the picture to anyone and let them see how beautiful the cake is and no one will fall for that lie either.

Just tell her you are sorry that she was unhappy but the quality of your work is just as promised and say good bye.
Joanne "It's all about the cake!"
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Joanne "It's all about the cake!"
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post #18 of 108
She. Is. Smoking. Crack.

The cake is simply gorgeous, and appears exactly as she ordered.
~Lisa
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~Lisa
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post #19 of 108
BEAUTIFUL, AND I MEAN BEAUTIFUL CAKE!!!!!! It is amazing and I can't believe it was only $600!! icon_surprised.gif
....I am the way, the truth, and the life. No man comes to the Father, but through Me. John 14:6
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....I am the way, the truth, and the life. No man comes to the Father, but through Me. John 14:6
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post #20 of 108
This lady is C R A Z Y!!! That is a great cake icon_eek.gif I don't know if I could even attempt one like that. It's really cool how the parts all fit together.

This sounds kinda like one of those people who go to a nice restaurant and ask for a steak, eat 3/4 of it and then send it back, wanting a refund because it wasn't done enough or too done. They wait until they've gotten what they want and then find something wrong with it that they think can't be proven either way. There are alot of sheisters out there. I guess they come in the cake world too icon_rolleyes.gif

(((HUGS)))

Good luck with this. I think you ought to send her some photos of the cake, along with a coupon good for a free 6" cake on their anniversary or something and tell her that people have given you rave reviews on the cake pics. There was nothing wrong with the cake. Hey, if she tries taking you to small claims court (which would be ridiculous), she wouldn't have a leg to stand on with those cake pics. It's beautiful!
LaSombra

The phrase "working mother" is redundant.
-Jane Sellman-
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LaSombra

The phrase "working mother" is redundant.
-Jane Sellman-
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post #21 of 108
Yup, I am another one! icon_biggrin.gif

Your cake is GORGEOUS!!!!!!!!!!!!!!! icon_eek.gif
It is HUGE!!!!!!!!!! and worth WAY more than $600 and looks EXACTLY like the 2nd cake pic to me!!! thumbs_up.gif

Royal icing may come off as the piece around it is cut, but that is the nature of cake and not an actual problem. She probably wouldn't know that, but sounds like a whinger anyway. icon_mad.gif
You know the cake isn't dry, so respond to her that you're surprised that she found it that way as all your other customers rave about how moist it is!!!!!!!!!!!!!
And leave it at that, you might want to attach the 3 pics side by side in the email, the 2 she showed you and your pic of her cake, and then what can she possibly say?
As far as the flavour changing? Did you have a contract or some documentation that corrects that comment of hers?

Keep your answer professional and leave it at that!
You have done very well, I feel sorry for her husband! She sounds like a mega nitpicker with no foundation for it!
post #22 of 108
Your cake is beautiful.Dont believe anything says. icon_smile.gifthumbs_up.gif
There comes a point in your life when you realize who matters, who never did, who wont anymore, & who always will. So don't worry about people from your past, there's a reason why they didn't make it to your future.
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There comes a point in your life when you realize who matters, who never did, who wont anymore, & who always will. So don't worry about people from your past, there's a reason why they didn't make it to your future.
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post #23 of 108
I think the Bride is just NUTS!!! There are alot of people out there that are just that way. I think you did a Awesome Job!!!


Good Luck
Stacy
post #24 of 108
note in top sample --

the WORDS on the cake.

did she expect those to be there -- even if she didn't specifically request them -- after all they are in the sample

and that might be the source of her "under-decorated comment. -- an UNSPOKEN expectation.

which is simple to address -- was it in the contract? NO? too bad.

----

after that ... ditto previous posts.
Keep on cakin'!
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Keep on cakin'!
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post #25 of 108
I think your cake looks fabulous - it has ATD - attention to detail!!!
i have a feeling she may have tried to cut the cake herself and maybe didn't know quite how to do it, and stuffed it up, that's maybe why the cake bits fell off?? but is trying to explain it away on you.

Did she see the cake when you delivered it? if so was any comment made then? and if she was so disappointed why did it take her a week to email you? you think she might have kept a piece of the cake if she was that upset about it so then she could show you herself.I think she's "fishin for a freebie". i know it's easier said than done, BUT i really think you should stand by your product and get a few facts first before you start thinking about refunds - i think your cake looks fantastic and don't let her tell you otherwise!! there's always one in every crowd.....
post #26 of 108
Take deep breathe and know you all did a fantastic job and so sorry to bridezilla that she over did her budget, but you are not to be responsible for it.
I have seen this "buyer's remorse" before. Bride's and Grooms too, tend to over spend to get this magical wedding they want and when it's over and they sit and look at bills to be paid and lack of cash waiting to be spent it sets in..... icon_rolleyes.gif
I completely understand the down you can get after a wedding. It's all this hullabaloos for so long leading up to this moment and then it's here and poof it's gone.
Kinda like january boredom for kids after the christmas holidays are over ya know?
But no matter what you did your job and well. Give her a 0/0 off her next cake, for her troubles.... icon_rolleyes.gificon_twisted.gif And pass along all the best well wishes for her and her hubby's future....AND DONT MAKE THEIR KIDS BIRTHDAY OR CELEBRATIONS CAKES!!!!!! thumbs_up.gifthumbs_up.gifthumbs_up.gificon_lol.gificon_lol.gificon_lol.gif
post #27 of 108
your cake is wonderful. Brides have to understand they are bringing a picture of someone else cake for you to duplicate. All details might not be exactly the same but you did an excellent job on reduplicating the cake, keep up the good work. There is a bad apple in every bunch. icon_lol.gif
post #28 of 108
Your cake is gorgeous and she got a hell of a deal for $600.00!!!

I think the falling of part is the royal icing, which can crack and break when you cut it. That is royal icing - a fact.

I think your cake is just the same as the photo's she sent you. You did a fantastic job and she is crazy saying it was under decorated. I think she choose colors that make it look different than the pictures she brought you BUT that was her choice.

I wouldn't bother to argue with her. She is just after some money. State you points on the return e-mail and then move on. HER LOSE - not yours!!!

So sorry this happened to you after all the hard work you put forward. You be proud of your cake - it is gorgeous - and move on icon_smile.gif
So many cakes designs , so little time
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So many cakes designs , so little time
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post #29 of 108
OMG!!! i love your cake, and the pics of the cakes she sent you as templates, i think your cake looks GREAT!!! as everyone else is saying, dot back down, the pices prove the point, aslo, like another member mentioned, maybe she did not relise fondont dries to a crisp, and does not have an exactly pleasurable flavor and texture for eating. all i suggest is for your future tastings, have a piece of fondant covered cake, royal ising covered cake, and buttercream covered cake handy to show the looks and feels and taste of the various options, and you should also inform her &)% of wedding cakes are done in rolled icing to keep the look
post #30 of 108
Thread Starter 
Thank you all.

I can't imagine what she is talking about.

We talked about fondant, I make my own (MMF) so I know the taste isn't offensive and from her conversation, I assumed she knew what fondant was. And regardless, I use BC underneath and the cake itself was moist and rich. I explained all of that, the whole set up of the cake itself.

The colours and design were EXACTLY what she wanted. She told me exactly what colour everything should be and didn't want the writing. Maybe the colours didn't look the way she expected? I always worry that when we change the colour scheme of a cake from a picture that the bride will be disappointed because, of course, it will look completely different than the original. Maybe that was it?

I really think it was likely buyer's remorse. That cake was by far the most high end thing in the room. We commented on that when we left. I imagine hat after the fact, she realized that was too much for her to have spent.

I don't know. I'm going to email her. I just need to become a little more objective first, rather than sad and hurt.
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