5 months ago I did a wedding cake, I think I posted a question about a refund on here...anyway here is what happened: It was a 5 tiered cake. the 8" tier was to hang over the edge of the 10" cake. it was awesome, but I didn't think it through, I dowl rodded the heck out of it BEFORE delivering it. (don't ever do this! I should have known better!) anyway, the 8" tier split in half. I left cake in the back kitchen of the reception site an rushed back to the bakery and got supplies...I re-applied the fondant on the 8" cake but it was to unstable to put the 6" and the 4" tiers on top. so I put the cake back together with out the 8" tier and put the 8" tier on the back of the cake table, in a corner with flowers on top. it looked very nice.
I contacted the bride that night via email and told her that I was sorry that the cake wasn't exactly the way she wanted and I was sorry, and offered her a $100.00 gift card to use towards any cake in the future. she was pissed. she wanted 100% of her money back. me being me, told her that I couldn't give her a 100% refund....they served the cake, they ate the cake and I was very sorry but offered her half her money back. I sent her a check. she cashed the check.
5 months go by. Today I get a letter from the BBB saying she is complaining about my company and I need to resolve this. she told them she wouldn't be happy with anything less then 100% of her money back.
she wants her other $225.54 back.
She said I was rude and unprofessional. and that my company was a scam, and we scammed people...ect. ect. she said she ordered a 5 tier wedding cake and got a 3 tiered crumbely cake.
she got a 5 tiered cake....it just wasn't stacked exactly the way she wanted.....and the 8" cake was the only one with a problem....which is why she got a refund.
I am floored.
this bride wanted fondant people on the top of her cake, a bride and a groom. I made these.....for FREE (don't hurt me) she sent me a picture of her and the groom. I made these. she then sends me an email and says she likes them, but groom shaved his beard off, so can I make them again w/o the beard.....being stupid me, I do it again...w/o the beard, and for FREE. then she changed her mind and went with a different topper.
Do I sound like a scammer? good grief.
so, I will respond to the BBB but feel like I am being blackmailed into paying this bridezilla.
I had the understanding that if there was a conflict in any business matter, and one party gives any refund back to the other party and the other party accepts the refund...then that is the end of it. am I missing something?
I am not too worried about the BBB saying something bad about me...apparentely they have to write a report about the incident.
what worries me is that this nut is going to go all over the internet and tell prospective customers that I am a "scammer" ect. and bad mouth me. I've worked very hard to build my business up. at the same time....as a new business I really don't want her to cost me business.
If I make a mistake, I learn from it, and always make my customers happy. Even if that means a refund, even a refund for a misunderstanding on their part. (I'm getting better though)
what the heck would you guys do?
I already hear Chuzpahs answer in my head now.
I do not want to give her a dime. so what I am asking I guess, is has anyone ever been in a situation like this? what does the BBB do?
if there is something written neg. about me, do clients get to read the details and decide for themselves? does any one even read the BBB reports before deciding on a cake, a car dealer, grocery store, ect?
is there any thing I can do if she goes all over the internet and leaves neg. reports if the BBB sides with me? (which I am sure they will. come on....)
thank you for your help.
I contacted the bride that night via email and told her that I was sorry that the cake wasn't exactly the way she wanted and I was sorry, and offered her a $100.00 gift card to use towards any cake in the future. she was pissed. she wanted 100% of her money back. me being me, told her that I couldn't give her a 100% refund....they served the cake, they ate the cake and I was very sorry but offered her half her money back. I sent her a check. she cashed the check.
5 months go by. Today I get a letter from the BBB saying she is complaining about my company and I need to resolve this. she told them she wouldn't be happy with anything less then 100% of her money back.
she wants her other $225.54 back.
She said I was rude and unprofessional. and that my company was a scam, and we scammed people...ect. ect. she said she ordered a 5 tier wedding cake and got a 3 tiered crumbely cake.
she got a 5 tiered cake....it just wasn't stacked exactly the way she wanted.....and the 8" cake was the only one with a problem....which is why she got a refund.
I am floored.
this bride wanted fondant people on the top of her cake, a bride and a groom. I made these.....for FREE (don't hurt me) she sent me a picture of her and the groom. I made these. she then sends me an email and says she likes them, but groom shaved his beard off, so can I make them again w/o the beard.....being stupid me, I do it again...w/o the beard, and for FREE. then she changed her mind and went with a different topper.
Do I sound like a scammer? good grief.
so, I will respond to the BBB but feel like I am being blackmailed into paying this bridezilla.
I had the understanding that if there was a conflict in any business matter, and one party gives any refund back to the other party and the other party accepts the refund...then that is the end of it. am I missing something?
I am not too worried about the BBB saying something bad about me...apparentely they have to write a report about the incident.
what worries me is that this nut is going to go all over the internet and tell prospective customers that I am a "scammer" ect. and bad mouth me. I've worked very hard to build my business up. at the same time....as a new business I really don't want her to cost me business.
If I make a mistake, I learn from it, and always make my customers happy. Even if that means a refund, even a refund for a misunderstanding on their part. (I'm getting better though)
what the heck would you guys do?
I already hear Chuzpahs answer in my head now.
I do not want to give her a dime. so what I am asking I guess, is has anyone ever been in a situation like this? what does the BBB do?
if there is something written neg. about me, do clients get to read the details and decide for themselves? does any one even read the BBB reports before deciding on a cake, a car dealer, grocery store, ect?
is there any thing I can do if she goes all over the internet and leaves neg. reports if the BBB sides with me? (which I am sure they will. come on....)
thank you for your help.
