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A customer complaint!!! What to do??? - Page 2

post #16 of 51
6/2/11 at 4:33pm
This is a tough one. I might go ahead and make another one, but I would pointedly tell the dad that out of the kindness of your heart you're doing this, because that cake was dropped and really not your responsibility but you don't want to have a disappointed grad.

Then I would never send a cake that wasn't cold to be driven for an hour in the trunk of a hot car (not sure if it was hot or not, just assuming). And then just to CYA some more, if a customer is picking up an important cake, take a piece of that rubber mesh drawer liner and put that underneath the cake so it will not slide in the car. I am also assuming you were the one to place the cake in the car? If not, always be that person.

Then, with signed paper in hand absolving you of further responsibility, wave goodbye and good luck because it's all in their hands now!
A closed mouth gathers no feet.
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A closed mouth gathers no feet.
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post #17 of 51
6/2/11 at 4:36pm
Quote:
Originally Posted by prettymarysunlight

Who would let THAT leave their shop?




Yeah no kidding. Really does he really think a professional bakery would say "here ya go don't mind the giant crack in the middle and the sides falling off. Its just part of the design." Thats nuts!
God is good
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God is good
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post #18 of 51
6/2/11 at 4:43pm
OMG, that's one mistreated cake!

I say dropped, slid off the seat, or bounced to death, possibly after being allowed to overheat.

If you can't do another, PAID FOR, cake to replace it, then so be it. Daddy dearest will have to deal with it.

It was in his daughter's care when it was damaged after being picked up in perfect condition.

If I don't deliver it, then I can't be responsible for what happens to it between here & there.

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 #19 of 51
6/2/11 at 4:43pm
Thread Starter 
She only lives 10 mins away they called an hour later. That's my other point why would you call an hour later? Oh well, my business in pretty new so I will probably make a new one even though my husband will kill me, he says no way, they ruined it! But still I would hate to know this could ruin her party...[/quote]
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post #20 of 51
6/2/11 at 4:51pm
I also can't imagine this dad thinking his daughter wouldn't have refused a cake that looked like that at the bakery. He's got to know that something happened in transport, or he's got a very apathetic kid. No girl is going to go pick up her graduation cake, see it destroyed before leaving and think, "I'll take it anyway! It's so pretty all messed up!"
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post #21 of 51
6/2/11 at 4:58pm
Definitely looks dropped and slammed around. I'm not sure where you are located but I'm in the south and today it was 100 degrees! If the cake was already sitting at room temp for hours and she put it in the summer heat along with the crazy driving then this was definitely the result. As soon as I have finished decorating a cake it immediately goes into the fridge. Makes for a very stable cake delivery!
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post #22 of 51
6/2/11 at 5:01pm
oh wow. just wow. I stand corrected. That thing was NOT damaged via decorator error.
I'm sorry, but if they REALLY think you did that to the cake, then I would be yelling at the daughter for accepting the cake from you. This little girlie must really have daddy dearest snowed if he's going to believe she "didn't DO anything" during the hour drive back home (that should take 10 minutes...)

What was said when he dropped the cake back off? I would be VERY tempted to charge him replacement cost for another cake.

The only way I can see that it would be your fault is if the icing wasn't strong enough and the cake was really warm inside. I've seen this happen where the cake just breaks apart under even slight jostling because the icing is too tender and the cake was too warm. But I don't think that was the case if it sat for 5 hours just fine.
I really do think you should look into another cooler though, cakes are just so much more secure when refrigerated.
life is short, get a cakesafe.
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life is short, get a cakesafe.
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post #23 of 51
6/2/11 at 5:02pm
Nobody in their right mind would pick up a cake that looked like that... And it is obviously NOT a problem with the icing not "setting up"...This guy is looking for a freebie because he's out the $ for the cake his daughter destroyed and he doesn't want to foot the bill for another one. If he had approached you with a "we had an accident, what can you do" attitude, I'd say make another one, but since he immediately tried to put the blame on you I say NO SECOND CAKE.
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post #24 of 51
6/2/11 at 5:15pm
I wouldn't make another one, e-mail the dad the before picture. You shouldn't be penalized for his daughters carelessness! If she's graduating high school she should be smart enough to know to drive carefully with a large cake in her car! I think that's the problem with kids these days, they are never held accountable for their actions, they blame it on someone else! Stand firm.
Jennifer
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Jennifer
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post #25 of 51
6/2/11 at 5:16pm
Quote:
Originally Posted by ramie7224

If he had approached you with a "we had an accident, what can you do" attitude, I'd say make another one, but since he immediately tried to put the blame on you I say NO SECOND CAKE.



That is EXACTLY what I was thinking! If they were just honest then I say do it but they weren't AND blamed you. Shame
God is good
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God is good
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post #26 of 51
6/2/11 at 5:16pm
Is that a double layer sheet cake sitting on a single layer, uncovered cardboard cake board?
Nancy
www.sweetfavorsbynancy.com
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Nancy
www.sweetfavorsbynancy.com
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post #27 of 51
6/2/11 at 5:23pm
Wow! That is one seriously messed up cake, there's no way that was caused by the "icing not setting up properly"! Im assuming you showed the dad the before picture right? He has to know it was his daughters driving, he just doesn't want to pay for a new cake.
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post #28 of 51
6/2/11 at 5:43pm
There is no way that was set-up failure....that was bad driving or they dropped the cake. I agree, if they had approched the problem with "we had a bit of an accident" that would have been a different story...I don't think you owe them anything....when that cake leaves your hands, and is in their car....it's their baby.
SMILE - and people will smile back.

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SMILE - and people will smile back.

www.myspace.com/mycakesite
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post #29 of 51
6/2/11 at 5:44pm
Quote:
Originally Posted by Jennifer1970

I think that's the problem with kids these days, they are never held accountable for their actions, they blame it on someone else! Stand firm.


Not just kids...the adults are just as bad about readily throwing blame on others. Responsible adults would look at their teen and say "I know that cake didn't leave the store like that...what did YOU do to it?"
yummmm...cake!
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yummmm...cake!
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post #30 of 51
6/2/11 at 5:56pm
That cake was definitely dropped. Although I will say that I have dropped a cake right after taking it out of the fridge and it was more or less ok. Dropped it upside down too!! So yes, I would recommend refrigerating cake before pick up and recommending on waiver form that cake be chilled. I would write up something like a pick up ticket that verifies who picked up the cake, what time, that they accept condition of the cake, and any specifics about care such as keeping chilled. I liked the idea someone posted of attaching a picture to the pick up form. From experiences of purchasing cakes, most bakeries have never reminded me when ordering or picking up a cake that it would need to be chilled. Before I started doing cakes I never thought about it. Now I know to keep them chilled, especially after my dropping experience!!!
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