m.o.b. Complaint (I never get these). How to handle this?

I will try to make this a short story but it won't be-

First--I use Sylvia Weinstock's white cake recipe, always have. It's great; I love it. Brides love it. Use IMBC and home made fondant (mmf).

Issue: I made my usual white cake torted and filled with 4 layers of IMBC lemon filling and freshly made fondant on a 3-tiered wedding cake last weekend (one of 3 weddings). Baked Wednesday, decorated Thursday, picked up Friday and driven at least an hour away (had them sign a disclaimer for that) for a Saturday wedding (100 degrees wedding day).

Heat and travel weren't an issue, thank goodness.

Today the m.o.b. emails me lots of exclamation points and all caps, to say that it was horrible, dry, no one wanted to eat it, it had no flavor except pure shortening (hello?? I don't use shortening in IMBC or the cake), no flavor to the filling and guests were complaining and didn't want to eat it, it tasted old, frozen, and dry (I actually was baking late that week because I missed Monday and Tuesday at work), and that she (using lots of all-caps) wants this compensated because it's a customer complaint etc etc. and that she will 'take it to the next level' if she needs to. (wth? seriously??)

I called her immediately because I find people are willing to be much ruder via email than they ever would in person, and told her of course I'm sorry to hear this (subjective) complaint, and that this recipe is an award winning cake that I serve thousands of times per year. I actually taste all the trimmings and fillings of every cake, and not only was there NO shortening used, except a bit to knead the mmf, but the filling had so much lemon added (I thought) that any more would have tipped it over into 'bitter' lemon flavor. ?? Since she said there's a lot of it left, I told her to have the bride wrap it up WELL, freeze it, and bring me what was left and I will see what needs to be done. (she's like "well of couse you'll say it's good" because it is.... but anyway)

Fortunately for me, I have a dozen cupcakes left from her actual cake batter AND a bunch of the imbc from that cake in the freezer still to, and I had one, and it's delish.

UNforutunately for me, I don't have a contract other than an invoice and a credit card transaction by phone. (I KNOW. I used to always do a contract but got away from them). I told her I'm not discounting half a cake because of a subjective complaint about a cake that had nothing wrong with it (seriously) other than possibly guests who were expecting bakery glop sweet icing and got IMBC. She said they asked her if I "used lard" in my icing. wth?

The bride just called and is bringing the leftovers in Friday this week, and I told them I then will decide what we can do, but I'm not going to roll over and give them half their money back because of a hearsay (guests-say) issue over a cake and icing that get RAVE reviews every other day of the year, which I personally tasted from start to finish.

Ok : go. what say you??

tick tock-- I need to have a definite plan by Friday.

Thanks you guys! I need your help on this one.

Thanks you guys! More details:

M.o.b. paid for it by card, by phone, so no signature. They signed a release when they picked it up for transport, FULL of instructions and disclaimers about traveling, storage, serving, etc etc. (but not a contract). I was worried about the 100 degree temp and an outside cake but certainly not a *dry* cake. I watch mine so closely that they barely get past *justdone* before they come out of the oven.

M.o.b. was there at pick up I believe (it was a group).

There was a tasting for the white cake; pretty sure the m.o.b. was there, but bride sure was. Same cake, same icing.

I had one of the cupcakes tonight (6 days after it was baked), which had been sitting in the fridge under just saran wrap, and it was STILL yummy. And with four layers of cake and three layers of filling, there's no way this cake was dry or hard to eat. (subjective complaint again).

The only variant I could show when the bride comes (should I though?) is to have a room temp cupcake with room temp icing on it, and a freezing cold refrigerated cupcake with freezing cold IMBC on it, and show them the difference. Cold = dry and hard. Warm = fluffy and yummy. duh

I'm not backing down on this one, because there was NOTHING wrong with this cake. (they did say it looked perfect -- which it did).

My wedding planner friend said this sounds like a classic case of buyer's remorse after the parents get home from the wedding.

...I need to get my contract out and add something to it about it being nonrefundable and NO subjective complaints will be entertained. >

Sorry, 3 tiers for 74 servings. She says they have most of the top and the whole middle (8") tier left because 'no one wanted it'.

If the filling 'separated' from the cake when they served it, then they served it probably freezing cold (note the 100 degree temp warning I gave them, took too seriously I guess about keeping it cold), but other than that, at room temp, that cake is delish, and I have proof.

I get no complaints and have like 5 pages of Applause on the website from brides who love our cake... in fact I'm up for my third win as Spokane's BEST CAKES, (little old me ) so when I get a nasty email like this one was, it just throws me for a loop. But at least this time I feel confident enough to say "No. I don't think so. There was nothing wrong with this cake."

And yeah...WHO THE HECK (*all* the guests?) complains about the cake???

either not true, or just...classless


Will let you know what happens, but it helps so much to have other cake biz folk to bounce this stuff off!!! You guys rock. *sniff*

and of course I need wording for a business-like email to send back after Friday stating basically this:
"Thanks for bringing your concern to our attention, but, as the uneaten cake that has been returned to us is exactly what you ordered after tasting the very same cake and icing; therefore, unfortunately at this time we are unable to offer compensation for your subjective complaint about texture and flavor." best regards, sincerely, etc...

but HOW to say that?

Thanks Jason, that's handy info

It performed perfectly and apparently traveled well and looked great, and they signed for it when they picked it up (though not the actual invoice, just the disclaimer about pickup and transport). Her email does say it was beautiful and they loved how it looked.

I'm leaning towards the 'extra cake'/ money back theory and I don't want a confrontation either, but this m.o.b. is definitely the type threaten, however, I'm not a pushover just because someone uses all-caps and lots of exclamation points. I think she was surprised I called her up within minutes to ask her to explain herself IN PERSON, rather than get in a firefight by email.

BUT, if she wants to take it to the next level, though, I and my giant law-firm-partner personal friend are more than willing to see her laughed out of court over subjective dryness of cake and nonexistent shortening.

I've been around too long in business to not stand up for myself when there's a non-issue being complained about. Three of us at the bakery nibbled on this cake last week, and it was just as yummy as any of them ever are. I don't offer a 'satisfaction guarantee' (she asked me this), but really... after a tasting? are you serious?