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I, too, have an upset customer but I'm not at fault here! - Page 2

post #16 of 42
Thread Starter 
Never got any email from him aside from payment info. I only talked to her that one day she was here visiting Denver, and emails after that were pictures of their dog for the cake topper and stuff regarding the groom's cake and delivery time. I save all emails from clients for a year.
post #17 of 42
Okay, after looking at your FB photo, I can see how the black webs would really make that cake pop but if nothing was clarified in writing, he is nuts to think that he can get a refund!! It is a great cake but me being me would have done the black webbing just to make them more noticeable! After reading this thread, I made darn sure I went over every detail with my bride yesterday!!!
post #18 of 42
Thread Starter 
Quote:
Originally Posted by -K8memphis

Sugarveil was specified and it is white. Spiderwebs were specified and they got those.

It's good that the new wife can't talk about it huh. Mums the word!

But I would not refund. Methinks they will trash talk you either way--refund or not. Because he really set the bar high--dude's clearly been watching too many episodes of Bridezilla--full refund my big toe.

Did you upcharge specifically for the Sugarveil and the spider webs? If you did you could refund that. Otherwise tell them there was no upcharge for that and there were Sugarveil spiderwebs as was ordered--just considered as general decor so there's no basis to refund.



I didn't charge them extra for Sugarveil because I've never used it on a wedding cake, let alone travel with it. I explained this to her when I met her and she was cool with it. Now they are telling me they have a baker friend in NY who works with the stuff frequently and she says I didn't do the spiderwebs correctly... well, okay. I'm sure they could have been better, but they knew I was new to this product and that stuff dries out so fast here it's ridiculous. The same bags of it have been sitting on the shelf in the cake supply shop for a year because no one wants to mess with it! Looks neat.. impractical.
post #19 of 42
Thread Starter 
Quote:
Originally Posted by christeena

Okay, after looking at your FB photo, I can see how the black webs would really make that cake pop but if nothing was clarified in writing, he is nuts to think that he can get a refund!! It is a great cake but me being me would have done the black webbing just to make them more noticeable! After reading this thread, I made darn sure I went over every detail with my bride yesterday!!!


Oh I totally see what you mean, but she was all about old and dusty.. .which it looked without the flashicon_smile.gif If any color had been suggested for the webs I would have pushed for a gray tone over black. Black to me screams birthday sheet cake from the grocery store. It's too stark of a difference
post #20 of 42
Quote:
Originally Posted by kelleyinco

that stuff dries out so fast here it's ridiculous.



I'm going off topic here.........that's stuff isn't the only thing that "dries out", on my vacation out there, I've never expence such dry weather. I mean I didn't realize it was possible to have rain & snow & still be DRY!!! (HA HA!!)
TARA*GO FLORIDA GATORS
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TARA*GO FLORIDA GATORS
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post #21 of 42
Not to mention the real Mr & Mrs Frankenstein surely wish that these imposter monsters never took their identity. Clearly they 'd be rolling in their graves-- icon_lol.gif
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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post #22 of 42
Please don't cave to their high pressure tactics!!! What a psycho!!
post #23 of 42
I too wouldn't offer any refund rather a return email with the copy of the information etc you took and clarify that you were NEVER asked to make the spider webs black. and that the bride told you to do whatever looks good as you are the artist....They are just grasping and they are going to trash talk about you any way because you supposedly didn't do what they asked...

Busy Bakin Kakes For Kids!!!

Mom to Mitchell 13 yrs and Delaney 11 yrs

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Busy Bakin Kakes For Kids!!!

Mom to Mitchell 13 yrs and Delaney 11 yrs

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post #24 of 42
Kiddiekakes is right, no matter what you do they're going to say nasty things about you. As long as you have the contract or the emails that don't specify black, then they really have nothing to complain about, but they sound like they will anyway. Just keep emphasizing that they didn't specify black, and that you did deliver what they did specify. If he keeps harassing you then tell him that based on your contract you delivered what he ordered, and stop answering any emails (but save them for evidence of harassment!)

As far as bad reviews go, keep an eye on any review sites, and if a bad one goes up from them just post a calm and concise rebuttal. If it's a site that doesn't let you answer the complaint, you can probably email the webmaster with your side of the story and ask that the review be taken down.
post #25 of 42
Thread Starter 
Quote:
Originally Posted by daltonam

Quote:
Originally Posted by kelleyinco

that stuff dries out so fast here it's ridiculous.



I'm going off topic here.........that's stuff isn't the only thing that "dries out", on my vacation out there, I've never expence such dry weather. I mean I didn't realize it was possible to have rain & snow & still be DRY!!! (HA HA!!)



I'm a Florida girl.. and after nearly 3 decades here I'm still not used to how dry it is! I just slathered myself in Eucerin from head to toe and put olive oil in my hairicon_smile.gif
post #26 of 42
Not that it helps now....but do you ever sketch for people and color the cake with colored pencils/markers? By doing that it helps to clarify what they are thinking. If you had sketched the cake and then colored everything ivory/white wouldn't she then have said Wait--aren't the webs going to black?? And she also would have noticed they didn't stretch over the tiers like she had envisioned. Why they think we are mind readers, I don't know, but I run into that a lot with people.

Your cake is lovely and the figures were so cool. How sad this bit of miscommunication has ruined the whole client relationship for you. I also don't like the way the groom seems so "calculated" about the whole thing.
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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post #27 of 42
Quote:
Originally Posted by kelleyinco

I can't figure out how to resize, but here's a link to my facebook pageicon_smile.gif

http://www.facebook.com/photo.php?fbid=449014161823&set=a.331623486823.152722.39420961823



This is a beautiful cake! The figures are perfect. They are really reaching to find fault with an obviously great cake. If they didn't specify black, I wouldn't budge on your price. You gave them a bonus of an expensive item like Sugarvail.

It sounds like they just want to get some money back on their cake. I'm of an older generation and it was uncommon (at least in my experience) to ask for money back after the goods were used or eaten. There was always one in a crowd. We were embarrassed by the few people that did this sort of thing on purpose.

I don't know anything about the online review system but, as others have said, just reply professionally or see if the comments can be removed. It's too bad that this is part of doing business now a days. Don't let them bring you down- you are an artist! icon_biggrin.gif
Have a heart that never hardens, a temper that never tires, a touch that never hurts.
Charles Dickens
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Have a heart that never hardens, a temper that never tires, a touch that never hurts.
Charles Dickens
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post #28 of 42
Not to make too light of this, (as I know how frustrating it must be), but if these people are so bent out of shape over whether the cobwebs are black or dusty white, they have far more problems ahead than their wedding cake. Surprised they even NOTICED or CARED at the wedding. Wasn't anything else going on that day to distract them? No marriage will survive either party being so darn picky! Priorities, priorities, priorities....
Lynda
"A government big enough to give you everything you want, is strong enough to take everything you have"...Thomas Jefferson
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Lynda
"A government big enough to give you everything you want, is strong enough to take everything you have"...Thomas Jefferson
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post #29 of 42
Quote:
Originally Posted by floral1210

Not to make too light of this, (as I know how frustrating it must be), but if these people are so bent out of shape over whether the cobwebs are black or dusty white, they have far more problems ahead than their wedding cake. Surprised they even NOTICED or CARED at the wedding. Wasn't anything else going on that day to distract them? No marriage will survive either party being so darn picky! Priorities, priorities, priorities....



They could be doing the same thing to every other vendor they hired, who knows? Some people are just like that.
post #30 of 42
I am so sorry this happened to you. I tried to see the cake but can't from work and my phone won't recognize your page to the cake. I'm sure it's beautiful and they are NUTS!
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