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Did I do the right thing with this complaint? - Page 2

post #16 of 34
Thread Starter 
I will look thru all the contracts you sent and set it up this week. .

BTW, the client emailed me again and called me this am. I deleted her from Facebook and she asked me if I was afraid she'd blab.

What would you suggest I do now? Sometimes a brewing pot spills over and I get that she's really angry and doesn't want to drop it.
post #17 of 34
I doubt that you can win this one.

She sounds like the type who will blab and/or lie, no matter what you do.

My guess is that someone--DH,mother, whomever--gave her grief about paying $90 for the cake, so she decided to make up some problem that she thought would get her a 50% refund.

I'd just write her off and move on. Don't let her blackmail you, because she's the only one who will feel good about it in the end.
Also, don't EVER do another cake for her--she'll never be happy and she'll always find problems with whatever you do until she eventually wants everything for free because your work isn't good enough to pay for but it is good enough to eat!

Rae
I love you, but your emergency is not my crisis!

They say that a little knowledge is a dangerous thing, but it is not one half so bad as a lot of ignorance.--Terry Pratchett (b.194
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I love you, but your emergency is not my crisis!

They say that a little knowledge is a dangerous thing, but it is not one half so bad as a lot of ignorance.--Terry Pratchett (b.194
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post #18 of 34
I don't think anyone here is saying that you should NEVER give a refund no matter what. There certainly are times when a full or partial refund is warranted, but they should be few and far between.

This seems like a good example of why it's ill advised to take an order entirely by the internet. When someone sends a picture, I think it's critical to talk to them so you can tell them what you can and cannot replicate. I also don't think there's any excuse for leaving off a prominent element on a cake without picking up the phone and telling the client so they're not surprised when it's too late to do anything about it. Some better communication up-front might have prevented all this unhappiness.

I DON'T think you should give her much of a discount, if any, at this point. It really sucks when someone isn't happy with your cake. It hurts your feelings and your confidence, but all you can do is think it all through carefully and honestly, and figure out at what points you might have been able to prevent it, and just learn from it. We've all had to do it, but it does make you a better business person.

It sounds like she got a cute cake even if it wasn't exactly what she'd envisioned. She took delivery of it and didn't take the opportunities she was given to let you fix it. She'll get over it. I agree with the other posts. You need to respond to her and tell her what you're willing to do if you haven't done that already, then forget about her.

And as for her comment, "was I supposed to say I didn't like it to your face", that's just unreal. I never cease to be amazed that people won't tell you to your face that they don't like something, but they're more than happy to say it by phone or write it on Facebook. She needs to grow a spine.
It's not good enough that we do our best; sometimes we have to do what's required.

Winston Churchill
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It's not good enough that we do our best; sometimes we have to do what's required.

Winston Churchill
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post #19 of 34
When she asked 'are you afraid she'll blab'--wow she's really showing her cards. She's totally trying to bully you.

Blakescakes--I'm thinking just like you. 'Her husband and Dad agreed' that the cake was pretty. There's not a husband on the planet that can fathom paying ninety bucks for a 1 year olds b-day cake. Mix in the Dad, the mom, the mom-in-law other relatives.

This is an idea. You'd just have to decide if it's the best one for you right now.

I'd call her.

In a professional unemotional but sincere voice, I'd say, "Your complaint is baseless. I made a great cake and the design issues you mentioned are artistic license.

(For $2 a serving) You got the deal of a lifetime. If you deserved a refund and you don't I gave it to you in advance.

I removed your name from my facebook because you are not a friend. It's ok with me if you if blab your mouth off as long and as loud as you want because everyone knows there's no such thing as bad publicity. That she's got buyer's remorse nothing more that if she didn't like it why did her husband and Dad and her say how much they liked it repeatedly? Then say, "Is there anything else I can do for you?"

You gotta be careful and don't pause anywhere--don't take a deep breath because she'll likely jump in.

I'd tell her where to put it in a calm professional tone.
She wants to intimidate you.
You decide if she gets to.

Or just drop her a coupon into email and be done with it.
bad artists copy, good artists steal
pablo picasso

 

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bad artists copy, good artists steal
pablo picasso

 

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post #20 of 34
double post
bad artists copy, good artists steal
pablo picasso

 

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bad artists copy, good artists steal
pablo picasso

 

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post #21 of 34
Ignore her....as others have said her claims/complaints are baseless. If she keeps phoning you that's harassment, and I wouldn't have a problem telling her that.
post #22 of 34
I noticed that she said that the cake was dry and you said it was a scratch cake - well it sounds like it is her first scratch cake and she has no clue of the texture difference between scratch v mix. I think you handled everything nicely, forget her and get on w/ caking.
post #23 of 34
Thread Starter 
she did say that she never buys cakes and wasn't even sure what lemon curd tasted like and had a very difficult time deciding on cake/filling flavors. Both her and her husband were paranoid about cutting the cake right, so I had to go over it a few times. So, maybe the whole experience was overwhelming for her. I wanted to make that little girls' birthday special and I'm so disappointed. However, she did have choices and never did anything.
post #24 of 34
Afraid to cut the cake for a one-year-old right?!? This woman's a piece of work. What did they think would happen if they cut it wrong? The sky would fall in?
It's not good enough that we do our best; sometimes we have to do what's required.

Winston Churchill
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It's not good enough that we do our best; sometimes we have to do what's required.

Winston Churchill
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post #25 of 34
Don't worry about making the 1-yr-old's birthday special, for pete's sake! I doubt that when she's 35 and in therapy she'll be telling the psychiatrist about how the birthday cake at her first birthday party had the blocks at the base of the cake and not on it! First birthday parties are for the adults, not the kids, and it sounds like these parents were a little too neurotic about the whole thing.
post #26 of 34
Be done with her. No response, no coupon, nothing. She lost her chance when she decided to be a petty PITA.
♫ Don't worry that it's not good enough for anyone else to hear, just sing, sing a song! ♫

My Facebook Page:
http://www.facebook.com/home.php#!/pages/Surprise-AZ/Cakes-From-Lisa/120913344426?ref=ts
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♫ Don't worry that it's not good enough for anyone else to hear, just sing, sing a song! ♫

My Facebook Page:
http://www.facebook.com/home.php#!/pages/Surprise-AZ/Cakes-From-Lisa/120913344426?ref=ts
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post #27 of 34
You could post the picture of the cake she sent you --or post a link to it on your facebook page.
bad artists copy, good artists steal
pablo picasso

 

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bad artists copy, good artists steal
pablo picasso

 

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post #28 of 34
Thread Starter 
I haven't replied and she hasn't made any other attempts to communicate. I am really bad with knowing how to put pics up. Would someone mind telling me specifically how to put that pic up here, I guess in my own album. Then I could maybe upload some other cake pics clients sent me of the ones I already did. Thanks.
post #29 of 34
K8memphis- Kate, At least she wasn't hanging out the window yelling like a "scalded hog caller"....Hee hee!!! Sorry, but I just couldn't help quoting you...

Seriously, I am so sick of this Diva princess stuff some people have going on...Earlier in this post someone said something about people wanting exact replicas. I just had that happen recently...You know simple scrolls ( I showed her sample scrolls) randomly placed (has anyone ever noticed how randomly placed is really quite planned and derived, but it's supposed to be random!??? What?? I decided after this last time, it is going to be 1.) Discussed ad nauseam....2.) contract signed...

ARG!!!! Sorry, we now return you to your regular programming....
post #30 of 34
It sounds to me like some of these kid's mothers can be worse than Bridezillas!

Does a 1 year old even know what's going on at a birthday party besides smashing the smash cake, for crying out loud? Gah!
When tempted to fight fire with fire, remember that the Fire Department usually uses water.
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When tempted to fight fire with fire, remember that the Fire Department usually uses water.
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