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So upset! Customer found a hair in the cake! - Page 2

post #16 of 45
Oh, but I didn't eat the roach!! lol

The yucky salad was in one of those pretty nice japanese red boxes.

Anyway, nicunurse, don't press the issue. You have a nice customer and see? she still wants another cake from you. You did the right thing already by apologizing, owning to the issue and offering some kind of refund.
post #17 of 45
Quote:
Originally Posted by happyascanbee

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.



The reason hair is not pulled back for Food Network Challenges is because none of the cakes are consumed they are photographed after the Challenge and thrown away.

Hair being covered and not just pulled back is typically a requirement in any commercial kitchen.

If you already offered her 50% off the future order, how did the customer respond to your offer? Another option you may want to consider if you don't decide to give back the $1000 is to offer to give her a complimentary 1 year anniversary cake that serves a specified amount of people. Just trying to think out of the box. I am leaning towards the full refund though.
post #18 of 45
MCurry, OP said this about the offer. Customer didn't want all the money back. This is what OP said above.


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.
post #19 of 45
Quote:
Originally Posted by imagenthatnj

MCurry, OP said this about the offer. Customer didn't want all the money back. This is what OP said above.


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.



Missed that - what an awesome customer!!!!! If she said no I would not push the issue. However as a gesture of good will, I would bake a doz. cookies or cupcakes and deliver them. I would do decorative cookies (butter cookies dipped in coating chocolate) as fall leaves or something.
post #20 of 45
Pls dont drag this too far!it was an accident and I bet the customer understands that .instisting on a 100% would be too much.50% is good,really good!
post #21 of 45
There will be NO refund at all. It's 50% off the NEXT order. Customer is really nice. Agreed, don't push the issue, and if you want to bake a little present for her, that would be nice.
post #22 of 45
Your offer of the full refund made your company look professional and will go a long way on PR damage control. The fact that the customer did not take the offer shows that she believes in your professionalism and your company hygiene policies. If she does share the story, it will be in a positive way about how you were prompt and proactive in a solution. Since this could happen to anyone, you will be looked at as the business someone would want to use because of a professional policy on problems.

I usually get plenty of opposition to this type of position. But maybe your experience and your sharing this positive outcome will persuade someone to adopt these types of positive customer relations policies.

This can happen to anyone. Even with precautions. We can only do the best we can and always be aware.
post #23 of 45
Quote:
Originally Posted by imagenthatnj

MCurry, OP said this about the offer. Customer didn't want all the money back. This is what OP said above.


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.



I agree that I would have offered a full refund, but since she's happy with this solution then I wouldn't push it.
post #24 of 45
Quote:
Originally Posted by scp1127

Your offer of the full refund made your company look professional and will go a long way on PR damage control. The fact that the customer did not take the offer shows that she believes in your professionalism and your company hygiene policies. If she does share the story, it will be in a positive way about how you were prompt and proactive in a solution. Since this could happen to anyone, you will be looked at as the business someone would want to use because of a professional policy on problems.

I usually get plenty of opposition to this type of position. But maybe your experience and your sharing this positive outcome will persuade someone to adopt these types of positive customer relations policies.

This can happen to anyone. Even with precautions. We can only do the best we can and always be aware.



Well said! We are in the same camp on this.
post #25 of 45
...........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..............

No more needed. She seems to be happy so let it be.
post #26 of 45
Eeeek! That is something I am always scared of too. I'm sorry this happened, and I think that 50% was appropriate.
post #27 of 45
Thread Starter 
Thanks again everyone for your responses. What do I take away from this? Invest in bandannas... or shave my head!! icon_biggrin.gif, and that I should have offered a refund on the cake with the #*@& in it, not on a future order. Also, do the right thing. Once I made the decision to offer her a full refund instead, I felt alot better about the situation, and stopped beating myself up icon_biggrin.gif You all are the best! thumbs_up.gif
post #28 of 45
I always keep my hair tightly "bunned" in a clip while in the kitchen, but I have found that I also need to lint brush myself after brushing and putting up my hair. I am always finding stray hairs on my clothing.
post #29 of 45
Quote:
Originally Posted by nicunurse

Thanks again everyone for your responses. What do I take away from this? Invest in bandannas... or shave my head!! icon_biggrin.gif, and that I should have offered a refund on the cake with the #*@& in it, not on a future order. Also, do the right thing. Once I made the decision to offer her a full refund instead, I felt alot better about the situation, and stopped beating myself up icon_biggrin.gif You all are the best! thumbs_up.gif



Glad to hear you have peace. Thanks for the update.
post #30 of 45
Quote:
Originally Posted by happyascanbee

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.



According to this article, the cakes aren't always eaten but may be tossed into the dumpster:

http://preschoolers.about.com/b/2009/07/26/food-network-challenge-features-sesame-street-cakes.htm

HTH
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