I made the cake, except I couldn't put the gumpaste blocks with her daughter's name on top as the cake in the pic was larger than hers. I put her name right at the front of the cake. I did not do the exact same flowers and the design on the butterflies. The cake was pretty.
We agreed on a location to meet to give her the cake. It was only 5 minutes away from her parents home. I arrived and she looked over the cake with a fine tooth comb, which I guess is ok. She did mention that she would have liked the blocks and when I told her why she said ok. She kept saying the cake was cute and pretty, she loved the butterflies and her husband and Dad agreed. I handed the cake over to her. I drove away.
10 mins later she called and said that during the drive, one of the flowers at the bottom back of the cake came off. I told her how to fix i and we said goodbye.
The next afternoon, I looked at my facebook only to find that she picked apart the cake. She said I did not use the exact same flower design as in the pic and that the flowers were not in the same spot and the butterflies looked plain and cut from a cookie cutter. She really wanted the blocks on top. She asked why I didn't tell her about not being able to put the blocks on. (I do have to agree with that, I should have called, but I was so busy).
I emailed her back asking why didn't she tell me when she called me about the dropped flower. Or before she took the cake. Or even in the email I just received. I said I could have make a few changes to the cake, but I didn't know. I asked her what she wanted.
She replied saying she wanted a 50% refund. I remember seeing on CC not to give refunds.
I replied saying that she had 3 chances to tell me she was unhappy and did not take them. I could have helped. I said that I could offer her a 25% discount on her next cake.
She replied: "was I supposed to say I didn't like it to your face". she wanted a 50% refund. Her husband didn't want to drive back and forth as they had other things to do. She said the cake was in Surrey when she looked at it, when she was at her parents not 5 minutes away. She lied.
I just replied reiterating she had 3 chances and never took them. That i was willing to help, but if I didn't know I couldn't and the responsibillity was hers. I said that even if she couldn't see the cake in the dark she certainly saw it at her parents and could have told me then and I would have turned around. That her parents could have driven the cake or I could even have driven over to pick up the cake. She had options.
I am absolutely sick over this. I agree that the cake was not exactly as in the picture. It was a 2 tier, a 9 and 6" and I charged her $90.
All ingredients were made from scratch and the bear was made from chocolate. I didn't scrimp.
Oh, she also said the cake was dry and IT WASN'T!!!
Am I wrong? I am afraid she will badmouth me on Facebook and I will lose customers. I know I will hear from her again. What should I do?