Cake Central › Cake Forums › Cake Talk › Cake Decorating Business › First complaint, need some honest advice! *More pics added*
New Posts  All Forums:Forum Nav:

First complaint, need some honest advice! *More pics added* - Page 5

post #61 of 108
Yeah, she sounds like she doesn't know much about cake! And if that stuff was royal icing then sure it was going to break after being cut! IF it was humid it MAY fall off the cake before being cut but, then it would have to have been sitting out for hours! The deal with the plates...they CUT the cake! NOTHING stays in tacked after being cut, especially a cake!

The only suggestion I have for her is that she ordered this cake, with these colors, and the type of frostings you guys discussed! Your LINES were fine! She didn't have Collette Peters, no... BUT, she knew your skill level! I would only offer her a dummy replica and a 6" cake replica on their anniversary...THAT'S IT!!! NO MONEY BACK! SHE KNEW WHAT SHE WAS GETTING!!

PLEASE LET US KNOW ASAP WHAT YOU DECIDE TO DO WITH THIS??? I know I am concerned!
It's not "just" cake...it's my life!
WI State Representative for Icing Smiles...start 'Baking a Difference" today!
Reply
It's not "just" cake...it's my life!
WI State Representative for Icing Smiles...start 'Baking a Difference" today!
Reply
post #62 of 108
Being sure to point out that you were not aware she was planning on keeping a dummy tier or you would have created one just for that purpose, since dummy tiers on wedding cakes are not really designed for "saving". (What's she gonna do with it, use it for an end table or a foot stool?) icon_confused.gif

Oh...and since I tend to be a smart-a$$ on things, I would ask her in my best "oh I'm just a silly little blonde thing!" voice: 'Gosh, what were you going to do with a fake wedding cake tier because I've never heard of someone keeping one! what an unusual idea!" (bop head left to right and bat eyelashes a lot!)

I would also point out that icing sticking to the top tier when it is removed, if not removed properly, is somewhat common. All the cake cutters had to do was remove the icing from the bottom of the plate/cardboard and "re-ice" the bottom tier.
post #63 of 108
I think your cake looks like the sample cake in the second picture. I'd not offere any refund or discount on future cakes unless she can prove that the cake was dry and it was falling apart - Pictures are needed.
"Let your legacy not be the stupid forgettable dandruff of life but that you LIVED. That you were here and that people remember YOU in all your wonderfulness. Not your stuff. Because stuff is forgettable." - - Jackie (a blog writer from Canada)
Reply
"Let your legacy not be the stupid forgettable dandruff of life but that you LIVED. That you were here and that people remember YOU in all your wonderfulness. Not your stuff. Because stuff is forgettable." - - Jackie (a blog writer from Canada)
Reply
post #64 of 108
I suppose the question is what does she want from this now? Has she stated what she's after? Money back, just to complain, etc etc?

Maybe it would be worthwhile to create a small dummy tier and give to her for free, and spackle that stuff on like there's no tomorrow, ie use superglue if necessary, and see if that will placate her. The thing is one negative customer can have a knock on effect, so it would be worth finding out what it is she wants from the situation so that her opinion becomes a positive one rather than the negative one she's giving now.

HTH
post #65 of 108
Okay, so in her first complaint email she said the royal icing just fell off throughout the day, now she said the royal icing swirls fell off PEOPLE"S cake.. that means slices, well you already said to her that it won't survive cutting the cake, obviously she doesn't mean that it fell off the intact untouched cake, but that when they cut it and moved tiers that it fell off.. DUH!
Second thing, what is SHE doing around the removal of the tiers? That is usually done in the back kitchen by the STAFF who know usually how to deal with wedding cake seperation, she wouldn't have the foggiest idea how to prise it off gently to keep the icing on the cake.

Personally, she keeps changing her story and the only real complaints she could even try for is if it was dry or not, well you know that answer, and if the piping was straight enough. I thought it was pretty good, so she needs to understand that she wasn't getting that exact photo she gave you, but a copy.. not completely identical. And I hated her colour choice, the brown would have looked much nicer, but she can't blame you for that!
And I would respond to her wanting to keep the dummy tier that she NEVER told you that, so how can you prepare for it?
She is an idiot.
post #66 of 108
Whenever I hear stories like this, I think of some of my distant family relatives. On the rare occasions they come to visit, they usually want to have dinner at one of the local restaurants. What follows is a barrage of complaints to the waiters and eventually the managers about the food not being to their liking. The manager will usually credit all or part of the bill. When we are driving home, I get to listen to them laugh about how they got the discount or a free meal.

In short, there seems to be some people that are not going to be satisified and will try to take advantage of you. And no matter what you say to her, send her, or give to her, she will only tell other people about her 'bad' experience. For some situations, I think giving discounts, refunds, free cakes etc. only encourages people like this to continue being demanding and unrealistic with other vendors.

Your cake looked very professional. It was in the design and colors that she chose. If she is upset, give her Colette's number and tell her to ask for an estimate for a similar cake...... oh and for one where the royal icing decorations won't fall off when cut!
post #67 of 108
acurt, I have an aunt just like your relatives! I've seen her in action and she complains complains complains (in that sweet old lady way) until pretty much they give in to her just to get her to shut up.

And she knows it works. So she keeps it up.

I luv her to death, but I won't go to a restaurant with her. icon_cool.gif
post #68 of 108
Quote:
Originally Posted by JoanneK



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 agree.
A journey of a thousand miles must begin with a single step.
Chinese saying
Reply
A journey of a thousand miles must begin with a single step.
Chinese saying
Reply
post #69 of 108
"I understand that you are very proud of your work. But I am sorry, to me (and others who have seen what I wanted) it looked like a cheap version of the cake I asked for.

Call Kathy/Colette and find out what they charge for this cake. Then forward that to the bride, and remind her that she actually did order a cheap version of the cake she saw!
If she paid $3000, then she has *some* license to be nit-picky. But she did NOT, and....

For $600, (and any amount) that cake is totally incredible. Do not give her a dime; she will not refer you, and she should be too embarrassed to ever order from you again. Seriously, do remind her what others are charging for this caliber work.

You spent a lot of money and many hours creating the exact cake she ordered. It is, after all, food, and is not perfect. None of my cakes are ever perfect, and I never claim them to be. If she were standing in front of the cakes in the photos, she could find flaws in those as well.

Also, you are not a Xerox machine. This is artwork; not an exact copy.

Lastly, her choice of colors (unless she had a 1982 themed wedding, with pieces of Bubble Yum wrapped in tulle as her favors, and bridesmaids in terrycloth tube tops) did not help the cake look upscale and elegant.

Don't hit her with a barage of questions about why she is insane...that will only make you crazy as well! To preserve your good name, and feel like you were fair, sure, offer her $50 off her next party cake. And that should be the end of it! Don't waste any more time/energy on this one. I am so sorry that happened to you. I guess eventually we all get someone like this. Try not to let it get to you!!

(I'd say, she is a cheap version of the bride we ask for.) icon_wink.gif
post #70 of 108
Your cake is BEAUTIFUL! She is crazy, just ignore her!
www.selfservebaker.com
Decorating Supplies-cupcake inserts, fillings, boxes

Let God's promises shine on your problems. ~Corrie Ten Boom
Reply
www.selfservebaker.com
Decorating Supplies-cupcake inserts, fillings, boxes

Let God's promises shine on your problems. ~Corrie Ten Boom
Reply
post #71 of 108
Quote:
Originally Posted by ButtercupMama

Also, you are not a Xerox machine. This is artwork; not an exact copy.

Lastly, her choice of colors (unless she had a 1982 themed wedding, with pieces of Bubble Yum wrapped in tulle as her favors, and bridesmaids in terrycloth tube tops) did not help the cake look upscale and elegant.



You are hilarious!!!!!! ROFLMAO!!!!!!!!!!! icon_lol.gificon_lol.gificon_lol.gif
Whatever you want to do, do it now. There are only so many tomorrows. ~ Michael Landon
Reply
Whatever you want to do, do it now. There are only so many tomorrows. ~ Michael Landon
Reply
post #72 of 108
I think what she's upset about is HER choice of colours for the cake made it look cheap & slightly different from the photos ( but change the colours of any cake design & you get different looks - even Kathys,exactly same cake,same decorator but different colours & you get 2 different cakes ) icon_redface.gif
Not sure if I'm making myself clear ?!
It's never going to look the same with different colours !!!

You did a fantastic, beautiful job !! thumbs_up.gif worth every penny & some

or should I say, that's what she SHOULD be upset about - her choice..

phew ! I'm going to shutup now icon_redface.gif
Mum to Callum , Liam , Braeden , Bailey & Mia
Reply
Mum to Callum , Liam , Braeden , Bailey & Mia
Reply
post #73 of 108
See what happens when your brain's too dry ?? icon_lol.gificon_lol.gif
Mum to Callum , Liam , Braeden , Bailey & Mia
Reply
Mum to Callum , Liam , Braeden , Bailey & Mia
Reply
post #74 of 108
is the blue and pink their motif? It looks exactly the same as the white and brown one however, the brown and white one looks much better because the colors looks classic.
post #75 of 108
The cake is sooooooooo lovely, There is nothing wrong with how you did the pattern. She gave you the design so has nothing to moan about.
Its such a lovely cake, great job. Well done
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Cake Decorating Business
Cake Central › Cake Forums › Cake Talk › Cake Decorating Business › First complaint, need some honest advice! *More pics added*