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So steaming mad at a customer

post #1 of 24
Thread Starter 
I just had a customer that picked up her cake on Saturday call me and I am so steaming mad I have to just vent a bit. She ordered a margarita flavored cake in the shape of a margarita glass. I told her it had to be laying down and look like half the cup flat on a cake board, which was no problem for her. For the margarita flavor, I use margarita mix in the cake batter with a bit of real lime juice as well as in the buttercream. To decorate the cake I put sugar around the rim to look like salt and painted on the color and put limes all around the cake. It looked great and when she picked it up she said the same. There was no problem when she picked it up early on Saturday. She just called me today (2 days after the party) to tell me that no one liked the cake and the decorations were a bit plain and she had to spruce it up (which she did not tell me what she did when I asked). I asked what she did not like about the cake and she just said it did not taste like a margarita and that I should have added tequilla. She said no one like the taste and no one ate the cake and she even has pictures of an uneaten cake. I told her that I was sorry about her not liking that particular flavor but if there was nothing techniqually wrong with the cake I could not give a refund which is what she was wanting. On the decorations I told her I did exactly like we talked about which she agreed with but she said that since she did not like how it looked she thought she should have a refund. I have never had someone not like a flavor and in fact this is a super popular and sought after flavor. I know that not everyone will like the same thing but just because she did not like the flavor does not mean it is a bad flavor. If I ordered a mean at a resturant and did not like how it tastes I will not be able to get it for free which I actually used this analogy when talking to her and she said she has done it and they will give it to her for free. She was just nickpicking everything and I knew she just wanted her money back because she may have had buyers remorse but this cake was not that expensive in the first place. She ended the conversation by saying she hopes I close down and never gets any more business and then hangs up on me. I so just hate people like this. I will add a picture once I upload it on my computer.
post #2 of 24
She ended the conversation by saying she hopes I close down and never gets any more business and then hangs up on me.

Don't be steaming mad petal - laugh along with me - you know why she said that - and why she hung up.
Because you weren't playing her game - and you weren't telling her how much refund you were going to give.
You met her match - she didn't like what she was hearing....so ...*click*

She was some piece of work.

As you say - there was nothing wrong with the cake - all was fine when she collected it.
As to the flavour - pffftttt - everyones tastebuds are different - but what you have to remember is.......If it was as horrid as she said it was - you would have heard from her alot earlier than you did - thats a given.

Chalk it up to another *i want my money back* customer - who probably spent too much on her party - ....

Many assume that because one complains that means they must receive a refund -
The customer isn't always right -
Sometimes the customer can be down right rude and obnoxious - just because they can be.

I would pay more crediance to her if she bought some cake back - instead of slamming you down the phone line.... icon_rolleyes.gif

Bluehue
post #3 of 24
Thread Starter 
I thought the same, if she really hated the cake and tasted so bad why did she not call the same day or even the next day? Why because she just wanted to get her money back for no actual reason. I so thought it was funny when she said that she had pictures of uneaten cake. Great that changes the whole thing, show me the pics and I will refund your money, haha.
post #4 of 24
Count your blessings that you will probably never have to deal with the likes of her again. You gave her the flavor she ordered; she saw the cake and approved of it when she picked it up; I peeked at your cakes - you can obviously turn out a quality product, so strike three and she's OUTTA THERE!

On a side note, I have three friends that frequently guilt me into making them margarita cupcakes - they swear they make the angels sing. I got full of myself and entered them into the dessert part of a cook-off. Came in dead last. So, they are obviously not for everyone, but again, not your problem.

Don't give her any more of your day. Check her off the list.
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post #5 of 24
Quote:
Originally Posted by reginaherrin

I thought the same, if she really hated the cake and tasted so bad why did she not call the same day or even the next day? Why because she just wanted to get her money back for no actual reason. I so thought it was funny when she said that she had pictures of uneaten cake. Great that changes the whole thing, show me the pics and I will refund your money, haha.




hmmmm - the photos could have been taken before any of her guests arrived - having a photo of a cake proves nothing.
Bringing cake back to show you cou;d have proven something
.... glad you are thinking along the lines of ...............
*i want my money back and i want it back NOW*...

Bluehue
post #6 of 24
Quote:
Originally Posted by reginaherrin

If I ordered a mean at a resturant and did not like how it tastes I will not be able to get it for free which I actually used this analogy when talking to her and she said she has done it and they will give it to her for free.


Maybe not at McDonald's, but at high-end restaurants that value the customer's experience they will absolutely comp a meal if the customer is not satisfied. I would have asked for some of the uneaten cake and tried it to see if there was a problem (other than having dried out).
post #7 of 24
Thread Starter 
Jason-so if she did bring me a piece of the cake and I tasted it and it tastes fine to me what would your response be? If I go somewhere and order something and it tastes exactly like it is suppose to but I just happen to not like it then why should anyone refund me my money, it was not their fault I did not like it. If it was made incorrectly, or it was raw or overcooked then yes I should not have to pay for it. The cake was not dry, she agreed it was not just that she did not like that it did not taste like a margarita.
post #8 of 24
Quote:
Originally Posted by reginaherrin

Jason-so if she did bring me a piece of the cake and I tasted it and it tastes fine to me what would your response be?


If the cake tasted fine there would probably be no refund, unless you wanted to go above and beyond. Premium restaurants will sometimes refund the cost of the dish for an unsatisfied customer even if it tastes the way it is "supposed to", that's one competitive advantage that separates them from their competition.

Quote:
Quote:

The cake was not dry, she agreed it was not just that she did not like that it did not taste like a margarita.


I'm referring to the state of the cake when she brings it to you, not when it was originally delivered. Depending on how it had been stored for the past couple days it may have dried out.
post #9 of 24
Every time I have had a customer bring cake back to me (and there have only been a few) it has been to my standards. Hell, half the time the staff and I will continue to munch on it after they leave! But if they go through all the trouble to contact me AND bring some back in and I don't get the feeling that they are trying to pull a scam then I will chalk it up to different tastes and issue them a store credit for some % of the order (or a small refund and a store credit). We also have coffee and cookies and such so even if they weren't willing to give a different flavor a try they could get something.
post #10 of 24
Sorry, but I have to take the opposing side on this one. I make many alcoholic cakes for the premium flavor that fine liqueurs add, not for the novelty effect, so I am very aware of what a customer wants in one of these cakes. They still want great flavor, not shock value.

The first issue I saw was that it was a Margarita cake and you did not discuss the alcohol issue with her. It doesn't matter if she didn't ask, on that flavor, alcohol should be addressed. I don't blame her if she was mad about that. Also, Margarita mix does not taste good, so I would have expected the components of a Margarita from a baker charging a premium price.

Margarita is lime, Triple Sec or Cointreau (orange liqueur), Tequila, and salt, and you did not use any of those flavors.

I would have made a real lime cake, possibly Key Lime, brushed with Triple Sec, with a Tequila, lime, and Triple Sec IMBC, finished with coarse salt sprinkled on the top. I use coarse sea salt on my Salted Caramel buttercream and caramel/chocolate toffee and it is excellent on buttercreams and sweets. These flavors could have been used just as easily in a box mix if you are not a scratch baker.

I would suggest that in the future, you discuss your method and ingredients on non-mainstream orders, and on cakes expected to be alcoholic, be clear if you don't use it.

I'm sorry, but a cake made with Margarita mix and sugar would have upset me too. I would not have expected that.
post #11 of 24
Thread Starter 
Scp-I'm not surprised you to take the opposing side, which is your right, we are all entitled to our own opinions. There are as many different ways to make a margarita as there is to make a margarita cake. I believe I actually got the recipe from this site. Margarita does not neccessarily mean it will have alcohol in it. I just went to a resturante and ordered a martini and it had champagne in it which is not traditional in a martini. A margarita is lime based, triple sec or cointreau is not always put in the drink, it all depends on where you go or who is making it. In fact most people that make the drink at home just use the mix and tequila. Salt is also another item that not everyone likes, my sister in law always tells them to leave it off since she hates it and most resturantes ask you if you want salt or sugar on the rim. And if margarita mix does not taste good then adding tequila will not make it better, the mix is the biggest part of the drink. I also said that I did use real limes so it had the margarita taste and did not just have shock value. I did not charge anything extra for this flavor, it cost just as much if she would have ordered a chocolate cake then margarita cake. I do not discuss how I make any of my flavors when someone orders a cake unless they have specific questions. Should I discuss all my flavors with everyone like how do I make my butterscotch cake or white chocolate cake or whatever?
post #12 of 24
I know this was a few years ago.. I need advise, I had a customer call me ask for a birthday cake for her 2 year old of Elmo I said ok sent her a pic of an elmo cake I did remind one of my first cakes just to see if that is what she would like she then repiled back to me after back and forth on what cake she would like and pricing to tell me she was going for the elmo face and cupcakes. She says me a message saying why is the nose shinny in the pick and the eyes look melted and that she can see cake through the star piping explained to her that was one of my first cakes it was a practice cake but maybe she should find someone else to do the cake. How do you deal with people like that?
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post #13 of 24
Quote:
Originally Posted by juicyscakes

I know this was a few years ago.. I need advise, I had a customer call me ask for a birthday cake for her 2 year old of Elmo I said ok sent her a pic of an elmo cake I did remind one of my first cakes just to see if that is what she would like she then repiled back to me after back and forth on what cake she would like and pricing to tell me she was going for the elmo face and cupcakes. She says me a message saying why is the nose shinny in the pick and the eyes look melted and that she can see cake through the star piping explained to her that was one of my first cakes it was a practice cake but maybe she should find someone else to do the cake. How do you deal with people like that?


If you aren't satisfied with the quality of a cake, you probably shouldn't send pictures of that cake to a customer as an example of your work.
post #14 of 24
Quote:
Originally Posted by juicyscakes

I know this was a few years ago.. I need advise, I had a customer call me ask for a birthday cake for her 2 year old of Elmo I said ok sent her a pic of an elmo cake I did remind one of my first cakes just to see if that is what she would like she then repiled back to me after back and forth on what cake she would like and pricing to tell me she was going for the elmo face and cupcakes. She says me a message saying why is the nose shinny in the pick and the eyes look melted and that she can see cake through the star piping explained to her that was one of my first cakes it was a practice cake but maybe she should find someone else to do the cake. How do you deal with people like that?



I'll avoid the whole issue of reproducing copywritten work, as I hate opening that can of worms, but I'll give you some advice on your question.

The client was put off by the photo example that you provided. You admitted that the photo was of one of your first cakes so it's wasn't your best. Next time, I wouldn't even show that photo. I would only show photos of your best work. If they're asking for a specific photo (Do you have any pictures of a ____ cake?), just say, "I don't have a photo of a cake you're requesting, but here's some examples of my work that display my skill level." Doesn't matter if you actually do have a picture of the cake and you're not happy with it. DON'T SHOW IT TO THEM! Only show them your best. Why would I show people pictures of my worst work and then point out why it's the worst?

EDIT: bah, jason beat me to it. But glad to see others think the same way i do.
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"Focus on what you share in common, learn from what makes you different, support each other through struggles, and celebrate each others' success."

Check out my buttercream rose tutorial!
http://www.youtube.com/watch?v=kGa5j46Z05c
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post #15 of 24
If a customer wants a refund because "no one ate the cake" then they need to bring back the uneaten cake to prove it. My suggestion is to raise your prices. When my prices were too low for the market in the very beginning I seemed to attract this type of client who wants to get everything for free. I learned a lot of lessons back then. Like NOT accepting checks the same week as event as someone wrote a check off of a closed account and stiffed me on the whole cake order. If your attracting this sort your prices are probably too low.
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