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So upset! Customer found a hair in the cake!

post #1 of 57
Thread Starter 
I am sooo upset! Customer emailed me and said she found a long hair in her cake! I am very meticulous when I bake and decorate so needless to say, after I apologized profusely, I offered her a 50% discount on a future cake. Was this an appropriate gesture or should I do something more? Oh, and when can I stop beating myself up over this... icon_sad.gif Thanks for your suggestions.
post #2 of 57
In this case I would offer a full refund. Please, don't beat yourself up though. It can happen with even the most careful baker. Hair could be in the air or in the ingredients as well (from a different source).
post #3 of 57
I would stress to the customer that I take every precaution against sharing myself, but I agree that a full refund would be the way to go. Even though we all know that if it was baked in the cake there wouldn't be a concern over germs, it's not a pleasant thing to find in anything.

It happens - - allow yourself to be human. icon_smile.gif
post #4 of 57
Well the 1st ? to ask is do you have long hair? Does the customer?
As the other poster said, don't beat yourself up.....it could happen to lots of us (not me, though I have short hair HeHe) no matter how hard we try to keep things clean, picked up, pinned up etc, etc.
post #5 of 57
Yes, do you have long hair?, I'm constantly cleaning hands, pulled back hair, checking clothes for lint and once found my sister's long hair in the room and she is not cooking with me or near me. When I bake, no one is allowed downstairs until I have finished, period. I do become a tyrant, lol. I would offer a full refund. Too bad this happened, don't beat yourself up over it. Always triple check, cake, bos, car table whatever ais around the cake.
post #6 of 57
Thread Starter 
Thank you all for your responses. Yes I have long hair, and I have a strict "hair up policy" any time we bake and decorate. I will have to be even more vigilant. So 50 percent off a future cake is not the way to go... Just saying, if the cake was say 1000.00, you would refund the entire amount? Guess i have a lot to learn. Thanks again.
post #7 of 57
I know this won't help on this situation...However, I would invest in some hair nets, bandannas etc When you bake. This will be another means of protecting yourself.

I know this time it kinda hard cause you didn't actually see the hair to verify whether it was yours....but for the future this will help out
Even a fool, when he holdeth his peace, is counted wise: and he that shutteth his lips is esteemed a man of understanding. Proverbs 17:28
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Even a fool, when he holdeth his peace, is counted wise: and he that shutteth his lips is esteemed a man of understanding. Proverbs 17:28
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post #8 of 57
Quote:
Originally Posted by platinumlady

I know this won't help on this situation...However, I would invest in some hair nets, bandannas etc When you bake. This will be another means of protecting yourself.

I know this time it kinda hard cause you didn't actually see the hair to verify whether it was yours....but for the future this will help out



I agree--always, always either wear a hair net or bandanna. Pulling your hair up is not enough.

So sorry this happened to you. I've never had this happen--it would be my worst nightmare, so I really feel for you.

To answer your question as to whether a full refund is due if it's a $1,000 cake, while I'll admit that this would be tough, I would issue a full refund. Have you ever been out to eat when someone finds a hair in their meal? It really kills everyone's appetite. I can't imagine that cake would be much different. JMHO
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Check out my cake blog at: http://adventuresofacakediva.com
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post #9 of 57
Thread Starter 
Thank you for the bandana suggestions. Will seriously buy and use them from now on! icon_biggrin.gif Yes, I agree, hair in a meal is not appealing at all. I will offer her a full refund as suggested. (gulp) Ouch this one is gonna hurt!! icon_sad.gif The price of what we do right! Many thanks again.
post #10 of 57
I think refunding the entire amount is a bit much, especially if it was a $1,000 cake.

I would ask where the hair was found and issue a refund for that tier. So if it was a 14 inch double layer tier, I would refund for that tier only and extend the offer for a free cake worth XXX amount of dollars. People love free stuff.

No his mind is not for rent, to any god or government...

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No his mind is not for rent, to any god or government...

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post #11 of 57
I was thinking the same thing as paperfishies, refund for tier where it was found, if they can tell you in which tier it was. I mix and bake each layer of cake individually so, it is to me a logical solution. It is only my opinion.

Sorry it happen icon_sad.gif

Ciao
post #12 of 57
Or you could refund 50% of that cake, not 50% off a new cake. I don't sell cakes but I think 100% refund is a bit much.

Sorry it happened. If it makes you feel any better, my work friends took me once out to lunch for my birthday to a very expensive Japanese restaurant. I didn't really Japanese food and I was very young. They did, though, and they went there frequently. I ordered some salad. I wanted as plain as possible. The dressing was delicious so I kept on eating. All the way at the bottom there was a big roach, legs up, dead of course. Can you believe I didn't say anything because I didn't want the people who took me out to feel bad?? lol. I told them a long time later. They yelled at me because they said they could have gotten the whole meal for free. Stuff happens, even at the best places.
post #13 of 57
or you can tie it to the back into a tight pony tail.. Those people in Food Networl challenge do not wear head gears.. their hair is just flowing or just tucked in.
post #14 of 57
Sorry to read that! Things like that could happen to anyone. I cover my hair completly. Make sure to shake your clothes before. Maybe you brush your hair and some fall on your clothe. Good luck next time!
If the theory turns out to be right, that will be tremendously thick and tasty icing on the cake.
Brian Greene


All the world is birthday cake, so take a piece, but not too much.
George Harrison
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If the theory turns out to be right, that will be tremendously thick and tasty icing on the cake.
Brian Greene


All the world is birthday cake, so take a piece, but not too much.
George Harrison
Reply
post #15 of 57
Thread Starter 
Imaginthatnj, that is sooo disgusting!!! I think I would have to say something about that for sure!!!! icon_surprised.gif To pp I do wear my hair up and back in a bun, but thanks for the suggestion. The customer emailed me back after I offered full refund on the cake and refused to accept the refund. She appreciated the offer of 50% off a future order. That she stated was acceptable to her. Should I press the issue and again offer the full refund? Just want to do the right thing.
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