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first disaster/unsatisfied customer. what to respond?

post #1 of 4
Thread Starter 
Well I guess it was just a matter of time.
I made some cake ball topiaries (which look horrible in the picture cos the lighting was terrible but I assure you all they were VERY nice) for centerpieces for a womans wedding a coupld days ago.

She sent a guy to come pick them up who was a moron. I had put 3 topes in each box for transport and was explaining to him hoe to drive slowly, turn slowly, have the ac up, etc..He then takes one of the topes out of the box and shoved it into another box, claiming if I had put 4 topes per box then there wouldnt be room for them to slide around if he turned. I called her and told her what was going on and had her talk to him.

Anyway a couple hours later, which usually is NOT like me but I had spent 2-3 days making those topes, I sms her and ask her if the topes survived transport. She said they did. But..she wasnt satisfied.

"hello, im vert sorry i was very busy last night. the truth is that ive had a hard time with them as the bottom was not heavy enough to hold them on the tables. So they fall down many tmes and the glue was not strong enough to hold the plates under them"


OK I will admitt that they were top heavy. Even once I was done I was thin king I wish I had some rocks or something to put in the pots to make them a bit more bottom heavy. They did stand on their own though and I handled them palot without any of them falling over...but on occasion the foam would kinda of lean to one side when there were cake balls only on side.


Well I'm admitting here, that yes, I should have used something to makje them more bottom heavy and thoguht so even as I was working on them. icon_sad.gif


How do I reply to her sms? What do I say? she wasnt asking for a refund, she was being nice, I just have no clue what to say. Ok they did use the topes and eat the balls, but now I feel bad because my mistake made her centerpieces topple ovWhat do I do? Do I offer partial refund? Discount off future order? admit fault? What do I say to her?

icon_sad.gif
post #2 of 4
I don't know what they standard answer would be, but for me, I would say I was so sorry she had trouble with it, and that is something you will keep in mind next time you do a topiary. Then offer 15% a future order for being so kind, and giving you usable feedback. That seems reasonable to me...
post #3 of 4
I agree with Kikster, a discount off a future order seems like a good idea.
post #4 of 4
Thread Starter 
ok, thanks guys, thats what i just sent her.
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