My First "disappointed" Email

Business By karateka Updated 23 Aug 2011 , 6:03pm by shannycakers

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krumbledkakes Posted 22 Aug 2011 , 7:35pm
post #61 of 87

What a cute cake, I'm so sorry this happened! I agree with PP that you should (if wanted) offer her a resolution. If she is willing to blame you for her obvious mistake, you know she will ask for a full refund. I would also offer her 10% off future orders or maybe even 5%. This lady really doesn't sound worth it to me, but you don't want her word of mouth to ruin chances with future customers.

Good luck

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yummy_in_my_tummy Posted 22 Aug 2011 , 7:37pm
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Hello! There's crumbs and frosting smeared all over the back of that cake! If it simply caved in (or out) on itself, that wouldn't have happend! It was put on the daughters lap in the car and it slid on the cakeboard, smashing into the side of the box. If they would have put it on a flat surfacen and driven carefully, that wouldn't have happend.

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karateka Posted 22 Aug 2011 , 8:02pm
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Chasey,

Yes, I am concerned that she will badmouth me. She was referred by someone who works with my DH.

I'm a very small business, and it is that way because it has to be: what with my part time job, 2 teenagers, teaching position at the dojo.....I don't have the time to be much bigger and do a good job. But I'm legal....insured, BBB accredited, licensed, Servsafe certificate, the whole 9. It is expensive!

To boot, I read another post where someone suggested that just because someone doesn't complain doesn't mean they were satisfied...they just won't come back. Now, I know that being solely a custom order business (with no counter sales or general bakery items) it means I won't see a whole bunch of super regular repeat business, because not everyone can afford $100 for every birthday cake they celebrate with (although I do have a customer that gets EVERYTHING from me, I love her!) but it shook my confidence and now I'm just sick about anyone thinking I'm either incompetent or unjust in business practices. But I just can't afford to have a no questions asked 100% refund policy! I go to great lengths to assure these things are stable, and if they aren't, I make them over. It has happened before....up all night re-making something so it wouldn't die during transport.

It really does help profoundly that you guys seem to agree that I didn't do anything wrong. I will change that section in my email and offer her a 10% off future order, then see what happens.

Sorry I'm being so......needy, I guess. Just freaking out, but I appreciate you being here for me!

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cocobean Posted 22 Aug 2011 , 8:20pm
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I haven't read all the posts but has anyone asked if the cake was refridgerated before customer picked it up? I had a similar thing happen to me and I really think the cake might have made the 4 hour car trip (customer pick and delivery) if I had refridgerated the cake before hand.
Also looking at one of the pictures it looks like the top cake is sitting a little low on the cake below. I think that also might have been a problem in my situation. I think if the supports are a little short, the bouncing around in a car might make a cake implod on itself eventhough, the supports are intact.
My customer was very gracious, she felt like she was to blame and did not ask for a refund. She said they enjoyed the cake anyway and it gave them something to talk about.
I was still mortified and gave her a certificate for 50.00 off her next order.
She continues to compliment me on my cakes.
I will NEVER not refridgerate a cake before delivery again OR let a customer deliver a buttercream stacked cake that far again!!

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karateka Posted 22 Aug 2011 , 8:32pm
post #65 of 87

Here was the reply I got:
XXXXXX,

Thanks for the offer but I will be going back to another baker for future needs.

XXXX XXXX

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kelleym Posted 22 Aug 2011 , 8:38pm
post #66 of 87
Quote:
Originally Posted by karateka

Here was the reply I got:
XXXXXX,

Thanks for the offer but I will be going back to another baker for future needs.

XXXX XXXX



Ah, I guess the baker she is going "back" to sells gravity-proof cakes.

This was a tough one for you, hon. If I were you I'd just file it away under "good riddance" and move on. Like you said, you've been doing this a long time, and this lady was a pain from start to finish. Aren't you glad you don't have to make another cake for her?

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chrisviz Posted 22 Aug 2011 , 8:40pm
post #67 of 87

Sounds like you are better off without her. Chin up. icon_smile.gif

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kelleym Posted 22 Aug 2011 , 8:43pm
post #68 of 87

By the way, here's what I envision happened to the cake... (replace "car" with "cake"):




icon_biggrin.gif

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costumeczar Posted 22 Aug 2011 , 8:53pm
post #69 of 87
Quote:
Originally Posted by karateka

Here was the reply I got:
XXXXXX,

Thanks for the offer but I will be going back to another baker for future needs.

XXXX XXXX




Fine, done, you sent the offer and she turned you down. Based on how you were saying she behaved before the cake was even made, you're better off. I can't help but laugh thinking that the other person she used to go to, but who was relieved that she'd pawned her off on you, is now going to be getting more calls from her! Whoever it is was probably so happy to get rid of a difficult customer...

She probably knows that she mishandled the cake in transit. Don't worry about this any more, but definitely add that the cake must be on a flat non-skid surface when it's transported to the thing that you have people sign when they leave with a cake.

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karateka Posted 22 Aug 2011 , 8:54pm
post #70 of 87
Quote:
Originally Posted by kelleym

By the way, here's what I envision happened to the cake... (replace "car" with "cake"):




icon_biggrin.gif




icon_lol.gificon_lol.gificon_lol.gificon_lol.gificon_lol.gificon_lol.gificon_lol.gif

Thanks!!! I so needed that!

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sadsmile Posted 22 Aug 2011 , 9:25pm
post #71 of 87

I would ask her if she was able to get the blue icing out of her daughter's ... oops I mean "vehicle occupant's" clothing.
That cake was smashed. If it was a crusting bc chances are it would have acted like it does on a viva and just smooshed it in like that. I agree that this was a transport issue.

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LoveMeSomeCake615 Posted 22 Aug 2011 , 10:13pm
post #72 of 87

She's being a butt. And probably is too proud to admit it was HER fault, not yours. Don't sweat it, you acted very professionally and handled it very well. Next customer! icon_smile.gif

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costumeczar Posted 22 Aug 2011 , 10:28pm
post #73 of 87

Yeah, just be glad that she moved on to some other poor baker. Maybe call your friends and warn them to watch out.

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cakesbycathy Posted 22 Aug 2011 , 10:37pm
post #74 of 87

Agreed, you are much better off especially given what a PITA she was from the beginning.
She knows it was her fault. I'm sure she's too embarrassed to deal with you in the future.

DO NOT let this shake your confidence. You make amazing cakes thumbs_up.gif

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cakestyles Posted 22 Aug 2011 , 11:19pm
post #75 of 87

I agree with what everyone else has already said. It sucks when stuff like this happens because we pour so much of ourselves into every cake that leaves our door.

I hope you're able to let it go and move on...your cakes are beautiful!

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step0nmi Posted 22 Aug 2011 , 11:20pm
post #76 of 87

btw...everyone keeps saying that they don't see the blue border smeared, but i can clearly see that towards the front of the cake that there IS extra blue border smeared.

GOOD RIDDINS TO HER! icon_lol.gif

edited to add: actually, what does it say that the border closest to us in the picture is totally under the cake? I still think they totally had it at an angle and the more they held it there the more it slid icon_rolleyes.gif

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Chasey Posted 23 Aug 2011 , 11:52am
post #77 of 87

Aww, I'm sorry she returned a reply so cut and dry with her remarks. I agree that she has to be too embarrassed on some level to order from you again. You called her out on the most likely truth by studying the pics SHE sent!

You didn't say how old your hubby thought the daughter was. I can imagine if I were young and carried the cake into the house after holding it on my lap and found it smushed in the back....I would be blaming you, the baker, for sure! No way would I have taken the hit for such an expensive cake that was to be the star of the party. Can you imagine the mother's wrath? She opened the box and blamed you...easy peasy. Ahhh, youth. With maturity comes culpability...usually. icon_rolleyes.gif

You offered a good faith discount. She turned it down. Case closed. Another reply from you isn't necessary. Resist the urge!

Hold your head high, because you sounded like the cake professional you are. Any close friends of hers that she complains to potentially had the same issues coming your way if they were thinking of being customers. icon_wink.gif Be thankful!

There are lots of orders coming for you. Don't let this one deter you from thinking positive. You did nothing wrong, okay? icon_smile.gif

Now get into the kitchen! Or dojo. Or whatever it is that keeps you busy! thumbs_up.gif

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sweetideas Posted 23 Aug 2011 , 12:39pm
post #78 of 87

If I were gussing, it looks like she had it on a lap, the filling wasn't solid from being cold, and she probably stopped too hard and being tilted made the cake hit the box. I don't think it's your fault. Probably being cold would help keep this from happening, but if you normally deliver than you would know best. Sorry this happened but don't let it get you. icon_smile.gif

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Cakewishes Posted 23 Aug 2011 , 1:03pm
post #79 of 87

You are better off without this type of customer. She isn't going back to another baker because you made a mistake (because you didn't!); she is going to another baker because you called her out on what was obviously a mishap once she got the cake and she knows it.

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jsc2010 Posted 23 Aug 2011 , 1:45pm
post #80 of 87

In my opinion....the cake was damaged while transporting...the daughter holding the cake on her lap and the mother slammed on the brakse and the cake went forward and got smashed. Being that it was not 'cold' but room temp made it more vulnerable but it doesn't matter it is not your fault. I am sure if you give her a refund you won't keep her as a future customer. Her guilt for being dishonest will keep her from calling you again. I'd would chalk it up to, like the other posters have said, buyers remorse, she damged the cake and can't stomach the fact she paid a lot of money for something she broke. My husband and I have owned a retail business for almost 25 years and I can tell you people will lie through their teeth and make you think something was your fault when in fact they damaged the item. I would hold firm and NOT give a refund. But if you feel you need to compensate in any way I would give a discount toward a future purchase with a expiration date.

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lilmissbakesalot Posted 23 Aug 2011 , 1:51pm
post #81 of 87

Awwwe... that sucks she ruined your cake. I'd chill the cakes from now on to give that extra assurance. a chilled cake can slide and not fall apart on you. I deliver all cakes chilled to the core and pick ups are the same. They sign the "it is now YOUR problem" paperwork and we find a level surface together. If there isn't one they are warned that whomever is going to have the burden of holding it will need to hold it level and that the chances for mishap have just increased exponentially. I have a stash of CHEAP bar towels on hand to use as a wedge if they need to use their back seat (I get the people with dogs in their cargo area too... yeck!). My cakes come packaged in a moving box so they could seatbelt it in if they wanted to for extra non moving insurance. I have a bunch of squares of non skid material on hand as well so they can go under the cakes.

This was not your fault... she declined your generous offer... end of story. have a glass of wine (or 3) and bask in relief that you won't have to make a cake for her again.

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olleharr Posted 23 Aug 2011 , 2:39pm
post #82 of 87

No doubt about it....damaged in transport. It looks like it was leaning against something to me.

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FullHouse Posted 23 Aug 2011 , 2:43pm
post #83 of 87

Sorry her reply was so curt, but definitely be relieved not to have to deal with her again. I think the fondant circle reapplied to the top tier looks like it is covering a hand print, looks like someone tried to catch the cake right at that point with the heel of their hand.

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matthewkyrankelly Posted 23 Aug 2011 , 2:44pm
post #84 of 87

I wanted to give the customer the benefit of the doubt here.But there are several issues going against her.

The most important thing here is the top tier. If the bottom fell away,how did the frosting get smushed? How did the Octopus get moved and smashed into the cake? (BTW, I'm sure they just moved the fondant to cover up the frosting that stuck to the box from the top tier.)

The devil's advocate in me says you might want to consider that your bottom tier was not as stable as you think. There looked to be a lot of filling. Extra filling can add moisture and instability to some cake recipes. Whether this contributed to this disaster is indeterminable.

You will also need to up your transport discussions for future orders.

In the end, for her claim to be true, I would expect to see a relatively unscathed top tier and a broken down bottom tier. Not the case.

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carmijok Posted 23 Aug 2011 , 5:10pm
post #85 of 87

One thing I did at the bakery I worked for was create a small sticker that went on every box that was picked up by the customer that stated because we used real butter BC to keep the cake in the refrigerator until an hour or two before their event.
It was a reminder to them or whoever picked up the cake how it should be treated.

You could do this with a sticker that says something like 'When transporting a cake, please make sure that it is on a flat, level surface and can not slide. Holding it on your lap is discouraged'

Or something like that. At least there would be some instructions that no one would have to remember to impart.

I just had it on my computer and when i needed stickers I'd run a blank page of them through the printer. Easy and cheap.

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sassysweets Posted 23 Aug 2011 , 5:34pm
post #86 of 87

So i'm fairly new to this forum. But i have to tell you that I'm 90% sure that the customer dropped the cake! I know this because the exact same thing happened to me. The customer dropped it and then brought it back to me an hour later and said it melted. I said no ma'am this cake has been dropped and u attempted to fix it. I said it nicely mostly asking how did this happen. She eventually let it slip that she 'let it slip' and thougth that i could fix it. I attempted to 'patch' it as much as i could but. After seeing your photos and then her photos and it looked the same. Broken bottom tier like an earthquake. I would def not give a refund. Good luck hopefully it turns out ok for you and this doesn't happen again. Also as a side note i've dropped cakes before and they always seem to "crack" the same way.

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shannycakers Posted 23 Aug 2011 , 6:03pm
post #87 of 87

I agree with everyone else, that cake was either dropped and pieced back together before the picture, or a car accident with slamming of brakes, no chance did that 'just' happen. That lady is not telling the truth and the evidence is in the pictures, wtih icing and chunks looking likes its been re-applied.. keep on caking and leave her in the dust!!

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