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My First Complaint - Page 2

post #16 of 34
Quote:
Originally Posted by jgifford

And I agree with scp1127 - - 100% guarantee, period. Refund the price of the vanilla tier ...............Vanilla Tier !!!!!! - there was no Vanilla Tier - it was a Sponge............... your agreeing with another poster yet you don't know the difference between a vanilla cake and a sponge cake - most odd. - since apparently the chocolate tier and the cupcakes were acceptable. Phone your customer immediately and let her know your check is in the mail and apologize that the vanilla tier was not up to her tastes.
Are you serious - you want the OP to admit to producing an inferior cake before knowing all the facts - IMO that is very poor business structure - very poor indeed..........
You aren't admitting to producing a lesser quality cake, Well she is if she does what you suggested in the above paragraph - at least let the OP gather facts from the customer before admitting to anything. - As i mentioned in an earlier post - Sponges aren't meant to be cut - then kept and served the next day -


Bluehue


but you want your customer to be happy with the whole experience.
- However, make it clear to her that if she orders from you in the future and has a problem, she must produce the remains of the cake in order to receive a refund.

icon_confused.gif
post #17 of 34
Quote:
Originally Posted by carmijok

Quote:
Originally Posted by Bluehue

QUESTION.....If this topic is about....................
I made a 2 tier bat mitzvah cake this last weekend, along with 42 cupcakes.
Then how the hell did we get onto Wedding Cakes... am i missing something here?

Bluehue icon_confused.gif



Obviously you missed the post from scp1127. She stated she thought most cakes weren't very good (!) and that she'd never had a wedding cake to rave about. I merely addressed that in my reply.

to the OP I would NOT refund 100% How can you run a business that way? Then all anyone would have to do is claim the cake was dry to expect the same treatment!





Hi carmijok - yes, i did see the post from scp127 - i am wondering why she went on a tangent to talk about Wedding Cakes when the OP made a cake and cupcakes for a bat mitzvah ............ i understand your reply to scp127 - just her wedding bit threw me...

Blue
post #18 of 34
[quote=Hi carmijok - yes, i did see the post from scp127 - i am wondering why she went on a tangent to talk about Wedding Cakes when the OP made a cake and cupcakes for a bat mitzvah ............ i understand your reply to scp127 - just her [i:a20516e56a]wedding[/i:a20516e56a] bit threw me...

Blue[/quote]

Ah! I understand. Yes it's interesting...I am assuming she makes cakes though there are no photos and I am curious as to why she would say she thought most cakes were 'not that good' and that she'd never had a wedding cake to rave about! I would hope she doesn't think that about her own! icon_lol.gif

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post #19 of 34
Thread Starter 
Well, we might be divided by a common language here. icon_wink.gif

Sponge is somewhat of a generic term for the type of cake, here in the UK. It was a vanilla sponge cake (as opposed to a chocolate sponge or lemon sponge). So I hope that clarifies that misunderstanding. icon_smile.gif

I have absolutely no intention of just sending her a refund for the cake she says she was unhappy with. There is no proof. I find it most odd she would throw it away and then complain. If she was serious, she would have surely kept the uneaten cake.

In fact, I've just sent her the following (a bit remiss of me leaving it so late; her email was sent at lunchtime and it's now quarter to midnight!)

Dear ......

I am sorry you were disappointed with the cake, but it is recipe which I use for all my cakes and yours is the first complaint I have received.

If the cake had been dry, I would have been able to tell when levelling, cutting and filling - but at no time I did I have any reason to doubt the quality of the cakes I made for you.

Unfortunately as you have disposed of the cake rather than return it for me to look at and taste, I'm afraid that I'm not in a position to investigate your complaint further.

Yours sincerely
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #20 of 34
That's a great reply. Short, polite, yet makes your stand crystal clear.
post #21 of 34
Sometimes people confuse dense with dry. Sometimes a cake is dry .( although a cake that was frozen is usually very moist).I had a customer bring back some dry cake to me, it was dry but they did not want to cut the cake and only started to eat it 5 days after the event.Sometimes they cannot really afford a cake and if it is not the best thing that they ever tasted in their lives it is always dry and "inedible".
Being perky and kind is the is the only way to go! Now let's decorate and make someone happy.
I operate legally out of The Cake Studio. It would have been easier to be based at home but my little boys were eating the the fondant flowers and accents!
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Being perky and kind is the is the only way to go! Now let's decorate and make someone happy.
I operate legally out of The Cake Studio. It would have been easier to be based at home but my little boys were eating the the fondant flowers and accents!
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post #22 of 34
Thread Starter 
Quote:
Originally Posted by sugarpixy

Sometimes people confuse dense with dry..


That's something that crossed my mind, too.

All my cakes (with the exception of egg-free vanilla) are baked from scratch. They cannot compare with the light-as-air, almost not there, light as a feather factory produced cakes. And, anyway, those type wouldn't withstand marzipan and sugarpaste.

My cakes are denser than mass-produced cakes. (But that's not to say they're dense and heavy! icon_wink.gif)
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #23 of 34
For once I'm a little confused as to why people decided to attack SCP1127 comment. she didn't say everyone who makes wedding cakes suck. Nor did she attack the OP. I happen to agree with her most of the cake that's served at events I've gone to have been left on the table uneaten. I wouldn't rave about any of it either. In fact that's what inspired me to start making my own cakes instead of paying people for crappy cake. She also have a valid point about not every customer complaining about a cake is trying to scam the baker or get a free cake. Sometimes we forget what it's like to be a customer if I called to complain about something and the person implied that I was just trying to rip them off or get a freebie I would be pissed. A lot of people don't know that they should save the product for inspection. I didn't know that until I joined Cake Central. I would've done the same thing and throw it out.

 

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post #24 of 34
Thread Starter 
Well, she emailed me back:

Dear Suzanne,

I understand and obviously I am not in a position to recommend you to anyone

Regards


To be honest, even if I'd given her a FULL refund, she wouldn't have recommended me, would she?

I'm happy with the outcome.
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #25 of 34
Quote:
Originally Posted by Relznik

Well, she emailed me back:

Dear Suzanne,

I understand and obviously I am not in a position to recommend you to anyone

Regards


To be honest, even if I'd given her a FULL refund, she wouldn't have recommended me, would she?

I'm happy with the outcome.



That is too bad, but you are right.

Would she recommend you to a friend saying, "Well the cake I got was dry and we threw it out, but she gave me a full refund. So I think you should go with her anyway, she made it right." What kind of referral is that?? And is it one you want??? A client who is coming into the deal expecting a full refund for a small portion of the cake they said they weren't happy with. I would rather be known for an beautiful cake that tasted great. If you can't say that about me, don't send your friends over.

Of course I am not a professional baker, and do not charge for my cakes, but this is a stance I would take if I ever do go into business. My life is way too busy to make a cake for someone I know will not be happy in the end, no matter what. Be picky with your customers, not all bakers suit all customers.

I say both parties move on... she gets a new baker, and you get a new customer.
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post #26 of 34
Thread Starter 
VINDICATED!!!!!

I bumped in my friend (well, close acquaintance) in the deli this morning. She was at the Bat Mitzvah last Saturday and, indeed, was who recommended me to the customer.

I didn't bring up the cake (debacle). But she did... saying how pretty it was and how delicious the cake was! icon_eek.gif

I said "Oh, really? So they served it and it was OK?" and she said yes, why? So I told her the whole story. She absolutely couldn't believe it. She said if anything, the sponge was possibly nicer than the chocolate (the customer had said the vanilla sponge was stale but the chocolate was better).

She was sooo apologetic, because she had put the other woman and I in touch with each other. But I told her not to be sorry; it wasn't her fault.

I can't tell you how relieved I am.
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #27 of 34
Quote:
Originally Posted by Relznik

VINDICATED!!!!!

I bumped in my friend (well, close acquaintance) in the deli this morning. She was at the Bat Mitzvah last Saturday and, indeed, was who recommended me to the customer.

I didn't bring up the cake (debacle). But she did... saying how pretty it was and how delicious the cake was! icon_eek.gif

I said "Oh, really? So they served it and it was OK?" and she said yes, why? So I told her the whole story. She absolutely couldn't believe it. She said if anything, the sponge was possibly nicer than the chocolate (the customer had said the vanilla sponge was stale but the chocolate was better).

She was sooo apologetic, because she had put the other woman and I in touch with each other. But I told her not to be sorry; it wasn't her fault.

I can't tell you how relieved I am.



I'm so glad you bumped into your friend. It's nice to have that vindicated feeling, isn't it?
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post #28 of 34
I am also very glad that you bumped into your friend. I hope she confronts the woman and ask why she thought something was wrong.
I never would have given her a refund without testing the left over cake. I am glad you stood your ground.
When owners just give a full refund without being able to test the cake to see if there really is a problem just dumbfounds me. There are some people out there who will say anything just to get their money back. When they get it back I think this just encourages them to continue to do it.
Sometimes I just don't know what people are thinking on both sides.
post #29 of 34
Quote:
Originally Posted by carmijok

[quote=Hi carmijok - yes, i did see the post from scp127 - i am wondering why she went on a tangent to talk about Wedding Cakes when the OP made a cake and cupcakes for a bat mitzvah ............ i understand your reply to scp127 - just her wedding bit threw me...

Blue



Ah! I understand. Yes it's interesting...I am assuming she makes cakes though there are no photos and I am curious as to why she would say she thought most cakes were 'not that good' and that she'd never had a wedding cake to rave about! I would hope she doesn't think that about her own! icon_lol.gif[/quote]

Sorry for chiming in, though I don't always agree with Susan (scp), like in this particular case - refunding 100% w/out investigating and inspecting the inedible portion, Susan had always been generous in sharing her baking know-hows. Maybe sometimes her tone can get onto our nerves, nevertheless she's always willing to help answer questions.

And you can see her mouthwatering cakes on her website, it's listed on her profile here.

To the OP, I'm glad you stood your ground, and I hope your friend confronts the customer about it. If the cream cheese I bought from the store is moldy, I sure need to bring it over to show them the proof of the rotten cheese before getting any refunds, right?
post #30 of 34
Yea! So glad you know the truth. Maybe you should reply to her and say, 'That's OK. If you are not happy with my cake then I understand your reaction. However I am pleased to say not everyone at your event thought my cake was dry as I just received a compliment and business from someone who was there.'

Maybe it's stretching the truth, but hey...you DID receive a compliment and she is a customer, no?
icon_lol.gif

But then there is something to be said for letting sleeping dogs lay.

If I am ever on life support, unplug me...

Then plug me back in.  See if that works!

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If I am ever on life support, unplug me...

Then plug me back in.  See if that works!

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