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Bride HATED the cake!

post #1 of 35
10/20/10 at 5:36am
Thread Starter 
Ever have one of those days where it seems like you must have ticked off the cake Gods because NOTHING is going right.?

Last weekend I had a 5 tier fondant wedding cake, simple design with Ivory fondant & white banding. I have done dozens of fondant cakes and this exacy design before without trouble, but no matter what I did I could not get the fondant smooth. I peeled it off and re-did it 3 times, and each time it seemed to get worse. I couldn't even get my banding straight. I was getting so frustrated, and eventually went with a double layer of fondant which seemed to help but it still wasn't perfect & it made the cake super heavy- so I was really getting nervouse about the extra weight & the supports. And to top it off the Winery, which I had never delivered to before, was at the end of about half a mile of gravel road (uhg!) So I ended up having to deliver a cake that was below my standards I knew it wasn't perfect, but I did everything I could on set up to cover the most obvious flaws in the back, fill in the cracks that occured from the bouncy road & strategically placing the flowers in some of the worst spots. The groom & the florist saw it and were raving about how good it looked, so I was starting to think that maybe I had pulled it off after all.

WRONG!! A week later I recieved a scathing email from the bride not only complaining about the cake but also insulting me as a cake artist and accusing me of mis-representing my tallents and continued to go on a say that she will tell anyone she knows that needs a cake NOT to call me. Now, like most of you I'm sure, this is not only my job and my company but also my art form & I take criticsm very personally, and this letter cut me straight to the bone!. Since I myself wasn't happy with the cake I refunded a portion of her money (pretty much my whole profit, keeping only enough to vcover my costs). Now I wondering if I should have refunded anything, after all, nothing I do us going to makle her any happier with the cake & more likely to reccommend me. Oh well, whats done is done.

Now my confidence is a bit shaken and I just keep reminding myself that after 13 years and hundreds of cakes I should consider myself lucky that this was mt first big problem, we all have bad days now & then. Hopefully next weekend the "Cake Gods" will be back in my good favor!
Making Life A Little Sweeter
www.amyscakesncandies.com
http://www.facebook.com/pages/Greensboro-NC/Amys-Cakes-Candies/291004254912?v=photos.
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Making Life A Little Sweeter
www.amyscakesncandies.com
http://www.facebook.com/pages/Greensboro-NC/Amys-Cakes-Candies/291004254912?v=photos.
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post #2 of 35
10/20/10 at 6:00am
Those darn CAKE GODS again! They were at my house just last week too!!! But, look on the bright side...you have 13 years of experience and know what you are capable of...the bride knows nothing about you! Don't let this one instance get you down; it sounds like you're already back on the road to recovery anyway! keep on cakingicon_smile.gif
chris-cakesbychris.blogspot.com
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chris-cakesbychris.blogspot.com
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post #3 of 35
10/20/10 at 6:04am
No bridezillas for me, no wedding cakes......period.
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post #4 of 35
10/20/10 at 6:09am
I know it's hard to take criticism and I myself take it personally also...You did the best you could with what you had to work with so chalk it up to a bad day and cake and let it go...If she tells people not to order from you..there isn't much you can do about that but one thing I have learned is people don't always listen to someone who rants and raves about a place or service...they care to check it out themself so in the end they will decide for themselves ...I usually don't listen to people who say"Don't go to so and So place and don't order from such and such a place"..I check it out myself!!
Busy Bakin Kakes For Kids!!!

Mom to Mitchell 11 yrs and Delaney 9 yrs
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Busy Bakin Kakes For Kids!!!

Mom to Mitchell 11 yrs and Delaney 9 yrs
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post #5 of 35
10/20/10 at 6:15am
Because you hated the cake too, I think it was generally right to give a refund.

I've never had to refund someone money, but I think it's best to not be knee jerk about it and talk things through, as much as it hurts. Try to first give them a future cake or discount on a future cake. Apologize, tell them you know it wasn't your best work and you are so sorry and to make it up to them you want to make them another cake valued up to...?

I had one lady said that she was going to go within all of her power to make sure that I would never decorate again, on the internet and to everyone in my town, why? Because she did not like my cupcake tower. Thats right. She thought the cupcakes were perfect, and tasted great, but the cupcake tower was hideous and ruined the whole display. I asked her if she looked on my website and saw that every other cupcake display I did was on the exact same stand and why would hers be on a different one? Because the picture of cupcakes that she sent me from a magazine were on a different stand, so of course I would have acquired that one... I did not refund her anything, or offer her a future cake, and I don't think I've lost any orders from it...

Obviously this time is over, don't stress about it, even though I know you can't help it. You've given her money back, so from my perspective I wouldn't entertain any more conversations with her. I have a cake friend who gave the refund and the bride continued to email nasty things, just delete it if that happens.

For future cakes, if you do a lumpy cake and you feel the need to peel, peel it, put it into the freezer until it hardens up, re-trim it to make the cake nice and smooth, re-ice it, and then re-fondant.

Hope you heal fast!
Alison
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Alison
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post #6 of 35
10/20/10 at 6:15am
Sorry you had this problem. I hate when I can't get the fondant as smooth as I like.
Next time you deliver a cake take along some royal icing to fill the cracks. Smooth the area with the open palm of your hand. If the area is shiny rub a bit of ps on the spot.Cracks and dimples will disappear.
Diane
https://eleganzacakes.sharepoint.com
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Diane
https://eleganzacakes.sharepoint.com
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post #7 of 35
10/20/10 at 9:46am
Quote:
Originally Posted by neecerator

No bridezillas for me, no wedding cakes......period.


This. I don't do weddings. I know that's where the big bucks are, but WHATEVER. Too much stress and drama.
Tomorrow is always fresh:
There are no mistakes in it.
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Tomorrow is always fresh:
There are no mistakes in it.
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post #8 of 35
10/20/10 at 2:04pm
Sorry you had a bad cake week. Next week will be better, I'm sure. You did the right thing by refunding part of the cake if she wasn't pleased. My guess is that the refund will make her happy. She's less likely to bad mouth by your quick actions to fix the "problem".
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post #9 of 35
10/21/10 at 1:18pm
only one thing to do is dust yourself off and keep going!

you did the right thing!
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post #10 of 35
10/21/10 at 1:40pm
I looked at your website and your cakes look great. Sorry to hear about the upset customer but just remember its impossible to please everyone, all of the time so just try to learn from what happened so it doesn't happen again.
Matt
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Matt
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post #11 of 35
10/21/10 at 2:05pm
So sorry this happened to you! icon_sad.gif .
Even though the cake was not up to your own standards, the bride could have conveyed her disappointment in a civil way. You reacted well. Now it is over; don't hang on to her words and allow them to discourage you.
aligotmatt gave you an excellent reply. Best wishes for many many more happy customers (and no gravel road deliveries!).
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post #12 of 35
10/21/10 at 2:42pm
You did all you could and I'm proud of you for being positive in this situation..things happen..so we move on to next. I doubt you will lose the opportunity of people ordering from you. Maybe that is the way she is and I'm sure if that is it,,then I'm sure not EVERYONE is going to go by her choices..she could just be a very difficult person..I"m sure the cake was great!

Next time,,just politely ask whom you are delivering to if roads are clear for your delivery or get an idea to be sure this doesn't happen again.

Keep going..don't let ONE person get to you..too many people out there. Great job with your positive influence on this..very proud of that.
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post #13 of 35
10/22/10 at 4:02pm
I am so sorry this happened to you icon_cry.gif

This is not a P.C. answer, but if you had those feelings about the cake & knew it was not up to your standards when you delivered it then you should have refunded her money. All of it.

Feeling like you got away with something when you delivered the cake is a good defining line of when the customer may have a point about the quality.

I am not trying to cause trouble or be mean. I am saying this becuase it may help you with a future customer. Even if this bride does not cause you to lose business, another one could down the road.

We have all had cakes that didnt work out for one reason or another. I had one just a few weeks ago & it was agonizing when the customer was unhappy. icon_redface.gif

My take away lesson was to listen to my gut and NEVER deliver a cake I did not feel was up to my standards. Period.

Best of luck. Your work is beautiful!
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post #14 of 35
10/22/10 at 4:23pm
"My take away lesson was to listen to my gut and NEVER deliver a cake I did not feel was up to my standards."

You would prefer the bride have no cake at all? I'm not trying to start an argument, I'm just thinking never is maybe a trifle too much, you know?
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post #15 of 35
10/22/10 at 4:26pm
I dunno, I think a customer would be angrier with no cake at ALL than with a substandard cake for which they get a large refund...at least their guests get cake in the second scenerio.....
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