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Help! My customer is asking for a refund! - Page 2

post #16 of 29
Yes, I could barely read it.

And I'm sorry, but I see a lot more than a belt missing and if I was the client, $20.00 would just make me madder.
post #17 of 29
"Please... thoughts?? Do I owe this woman something?"

Although I can't speak to the business side of cakes, I can offer my personal viewpoint from the customer perspective.

If I had been a super picky customer, (personally, I'm a really laid-back customer), and had expected to see THAT EXACT CAKE, I would have been disappointed as well. It appears as though you forgot the belt, since the belt loops were incorporated in the design of the cake photo provided by your client.

"I'm really not sure if I owe her much since I already bent over backwards for her. I do admit the cake probably should have incorporated a belt, but I guess I just see it as [not?] that important for the overall design."

Yes, your cake was beautifully executed, but you were already aware that the customer was "super-picky" and did not copy her requested design, exactly. There was no stand-up numeral topper, nor any daisies.
The customer probably doesn't care if you "bent over backwards", or even if she got a great deal on the pricing. She was very specific on what she wanted, and didn't get it.

Perhaps a $40-$50 refund, and a very valuable lesson learned. I suspect that the unhappy, "super-picky" customer would be insulted by a $20 refund. [Disclaimer: I'm a hobby baker and do not deal with cake customers. (Thank goodness!!!) I did, however, deal with a lot of picky, demanding, customers for 30 years before retirement.]
post #18 of 29
Nice cake very cute but i do agree that the photo is not as shown, i had a customer like this once omg was she a pain in my butt when i didn't copy the 3 cakes into one tier,she had a ton more detail and wasn't quite sure on what she wanted. i did not refund because she sent me 100 emails seriously, and i couldn't piece threw what she want due to soo many demands.
post #19 of 29
Yes i had the same problem with the post
post #20 of 29
I had a problem viewing the post in Chrome, but it was fine in Firefox. It is the long Google images link at the top that's messing things up. Page 2 is fine.

OP, I agree with what Apti wrote. The customer did not want a cake "inspired" by the one in the photo, she wanted the cake in the photo. Right or wrong, that's what she wanted. The fact that she already received a price break, and free delivery, does not matter to her. She didn't get what she wanted. Your cake is very clean, though, very nice work. It's just missing some crucial elements. Good luck to you.
post #21 of 29
I agree with Kellym above. I also agree that more than a $20 refund is in order.

To help with the viewing, click the print button at the top of the thread. You won't see the picture but a new window will open with the text and without the ads covering anything.
post #22 of 29
IMHO you have more than just $20 - $50.00 to lose. This is your reputation as a caker.

Contracts whether written or oral are still binding. If I order something black and get a different color, I would expect the business person to right the wrong completely and either give me my item in black or refund the item.

It already sounds to me that you settled with the customer to right the wrong by giving her a refund. Scaubbling over how much is insignificant. For your peace of mind and your reputation make the customer happy.
Virginia 323.253.8213
www.urbanainez.com
He is the man of my dreams, my prince; He gives me the desires of my heart, He completes me. His name is Jesus
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Virginia 323.253.8213
www.urbanainez.com
He is the man of my dreams, my prince; He gives me the desires of my heart, He completes me. His name is Jesus
Reply
post #23 of 29
Thread Starter 
Thanks to all the replies. I think I will offer her a $25 refund... regardless of the design not being a perfect match - she got a clean and cute cake in the theme she wanted, and served it to her guests...

This was a valuable lesson to find out if a customer is wanting a picture copied exactly or generally.

Thanks again for your opinions.
"Life is a river always flowing. Do not hold onto things. Work hard." Siddhārtha Gautama
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"Life is a river always flowing. Do not hold onto things. Work hard." Siddhārtha Gautama
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post #24 of 29
Hmm.. Well, I really do like your cake. Good Job! However I can understand your client's disappointment. I understand that she was a PITA all along, but perhaps you should've been more specific with her when it came to the actual design. Two things strike me as awkward or "missing something".. The first is indeed the belt. You put belt loops in but no belt and to me it looks unfinished. Perhaps you should've left the belt loops off and used another design element? Also the top of the cake has no topper. Forgive me if this is what she asked for.. The cake who's design you were mimicking had large toppers. Since yours doesn't have one except for the 5 it looks a bit unfinished as well. Perhaps a big 3D gumpaste 5 or something would've helped to complete the look?? Just trying to be objective and helpful...

Not sure what you would offer by way of a refund. Perhaps instead of a cash refund you could apologize for not being more specific about the design you had in mind.. and just offer a 10-25% discount on her next cake order? And promise to be more specific with her next time? Otherwise I think $20-$30 should be quite reasonable...

Let us know what she says and how this plays out! I hope I was helpful..
post #25 of 29
Here's where you should really have been paying attention: the price per serving.

Just because you charged $3.00 a slice in 2010 does NOT mean that you are limited to that price in 2012.

Anybody who was that insistent on a ripoff should have been told by email "sorry the price is $4.00" and you wouldn''t be owing them a refund now.
post #26 of 29
What is she actually asking for? A full refund? Honestly the belt seems pretty important to the design. I would see what shes looking for first and them offer her up to $50 back. I mean if they ate the cake I don't think a full refund is fair.
post #27 of 29
Thread Starter 
Thanks again for the replies. I haven't heard back from her, and really not sure what she's actually asking for. I currently don't do contracts for party cakes, only wedding cakes. Lesson learned.
"Life is a river always flowing. Do not hold onto things. Work hard." Siddhārtha Gautama
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"Life is a river always flowing. Do not hold onto things. Work hard." Siddhārtha Gautama
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post #28 of 29
I am not a big baker like most of you, but I do email the exact description of what the buyer says she wants to the buyer, to be sure we are on the same page for design.
post #29 of 29
I guess this is where a drawing of the cake before you make it would be helpful i do know that alot of the time a cake doesnt turn out exactly as planned but if she ask for a full refund i would ask if the guest ate the cake plus i would be quick to point out that she already got a discounted price. Like i said before i really had a bad experience with getting a cake that wasnt what i asked for but mine was way bad i never called the lady back and she did have a bakery so i thought i would be getting what i asked for well lesson learned i now make all of my owen cakes plus 100s for other people.
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