This is my very first post to Cake Central, althought I have been snooping through everyone's pictures and posts for the last few months! My question reguards a customer I who complained about her cake. This is my first complain EVER and I have a knot in my stomach over what to do about it. I figured if I had to ask anyone...this is where I should go!
I was referred to this lady as a friend of a friend to complete her wedding cake. She wanted a 3 tier buttercream cake, with each layer around 6 inches tall. She requested raspberry and lemon filling. For decorations she wanted gumpaste roses and smaller gumpaste flowers to surround the roses. I thought it sounded perfect, and told her I would include delivery in the price. We discussed the delivery time and when I would arrive to set it up. I recommended 7:15, as they would be arriving to the reception hall around 7:45 to 8ish. The weather report was saying it was going to be 90 degrees and the idea of a cake sitting out in an not air conditioned hall was scary to me. She called me the next day and told me they needed me there at 6:20 to set up the cake because the close delivery time made them nervous and she thought they might be there early. I told her that if that's what she wanted then I could accomodate that.
Fast forward to arrival day...I get there at 6:20 and set up the cake exactly how she wanted it. I had put wires on each flower to give them stability. I get a phone call the next day asking me if I needed the cake stand back or any of the stacking plates. I of course asked her how the cake was, and she said she was "disappointed" because when they arrived at the reception hall at 8 (an hour and half after set up) a few of the flowers had slid off and some of the frosting was melty. I apologized my butt off and told her that I probably should have put the cake in the fridge until around 7:30 and then set it up.
What do I do??? Do I need to offer her a refund or a discount on her next cake? I feel horrible, but at the same time I had recommended a later set up time due to the heat, so I feel like I attempted to hold off disaster! I have had a yucky feeling since yesterday, and I really would LOVE some advice on what my next step is!
Thank you!!!
I was referred to this lady as a friend of a friend to complete her wedding cake. She wanted a 3 tier buttercream cake, with each layer around 6 inches tall. She requested raspberry and lemon filling. For decorations she wanted gumpaste roses and smaller gumpaste flowers to surround the roses. I thought it sounded perfect, and told her I would include delivery in the price. We discussed the delivery time and when I would arrive to set it up. I recommended 7:15, as they would be arriving to the reception hall around 7:45 to 8ish. The weather report was saying it was going to be 90 degrees and the idea of a cake sitting out in an not air conditioned hall was scary to me. She called me the next day and told me they needed me there at 6:20 to set up the cake because the close delivery time made them nervous and she thought they might be there early. I told her that if that's what she wanted then I could accomodate that.
Fast forward to arrival day...I get there at 6:20 and set up the cake exactly how she wanted it. I had put wires on each flower to give them stability. I get a phone call the next day asking me if I needed the cake stand back or any of the stacking plates. I of course asked her how the cake was, and she said she was "disappointed" because when they arrived at the reception hall at 8 (an hour and half after set up) a few of the flowers had slid off and some of the frosting was melty. I apologized my butt off and told her that I probably should have put the cake in the fridge until around 7:30 and then set it up.
What do I do??? Do I need to offer her a refund or a discount on her next cake? I feel horrible, but at the same time I had recommended a later set up time due to the heat, so I feel like I attempted to hold off disaster! I have had a yucky feeling since yesterday, and I really would LOVE some advice on what my next step is!
Thank you!!!
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I came across a video and I showed it to a friend who wanted me to make her a cake for next weekend. 
