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m.o.b. Complaint (I never get these). How to handle this? - Page 7

post #91 of 114
8/23/12 at 4:30pm
Quote:
Originally Posted by Chef_Stef

I cannot possibly claim to know her intent.


Now I'm more confused. When you said "that's exactly what she was angling for to start with", do you mean when she first contacted you about the cake issue she told you directly the figure she wanted for the refund?
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post #92 of 114
8/23/12 at 4:32pm
However this turns out, OP I'm so proud of the way you've handled your communication with them, and the way you've backed your product. I really hope this blows away soon.
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post #93 of 114
8/23/12 at 4:50pm
Since you have a thriving business with many happy clients whatever negative PR comes of this would be outdone 10-1 by.the happy clients . Case closed Besides you.are Seattles #1 or #2 favorite baker icon_wink.gif).
You handled this very proffesional . I seriously doubt the groom is in the ER. As I said last night I had a gut feeling they wouldn't show up.
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post #94 of 114
8/23/12 at 4:55pm
Just make sure to watch online reviews for the next couple of weeks and respond if she posts anything. I think that's where she'll "take it to the next level" if she does do that.
http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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post #95 of 114
8/23/12 at 5:21pm
I would not offer a dime back. The free anniversary cake is more than enough. I would not even offer the $25 value of the cake. Anniversary cake - take it or leave it. If it gets bad send a legal correspondence to stop. Done. Get on with life.
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post #96 of 114
8/23/12 at 5:46pm
Thread Starter 
Thanks you guys. I'm just getting done today...

As an experiment I served some of the cupcakes from her *actual cake* with my tasting today, along with a host of chocolate, lemon, and fresh from the oven marble cupcakes. They liked them so much they booked that flavor (from her cake) and bought all the remaining cupcakes I had on hand (barring the ones I'm keeping for 'just in case' this goes further).

They knew the story (afterwards), couldn't believe anyone would behave that way, and their exact comment was: "she's full of -bleep-"

Oh wait. I just got an email from mob...
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
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www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
post #97 of 114
8/23/12 at 5:51pm
Thread Starter 
Here's my latest word from MOB:

"The cake was out of the fridge for 3 hours on a 90 degree day. It was room temp all the way through. The sorry truth is it was a bad cake and your feeble excuse shows what kind of business you run.

I will be reporting this entire transaction to the better business bureau. Im just guessing youre not a member but all of (cda) will hear about how you treat your customers."

Allllrighty then. She won't get an answer, so I guess she can go do whatever.

I'm going to eat one of her yummy cupcakes, and head home, to my real life.

If they show back UP, I'll let you know, but in my world, this case is closed.

love to you all--thanks for listening, opining, and helping!!!! muah!
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
post #98 of 114
8/23/12 at 5:55pm
If she does report you all you have to do it tell your side of the story, no biggie. If you ignore it it will go against your overall rating and that will show up, but the BBB doesn't go around handing out solutions to problems, they just keep track of the complaint and make a note that you offered a solution and it wasn't accepted by the client.

But you'd better watch your facebook page, wedding wire, etc.
http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
Reply
post #99 of 114
8/24/12 at 10:01am
Thread Starter 
Thanks again everyone.

I just remembered last night, that at one point during our one phone conversation, MOB mentioned that someone else "had brought cupcakes and everyone wanted those instead, because, you know, your cake was just SO BAD."

So now we see that they were not only unhappy that they spent "more than they have ever spent on a cake", but you guys were probably right and they just didn't eat all of it and decided to try and get money back by complaining loudly.

I think as vendors, we HAVE to be willing to (politely. professionally. firmly) stand up to some people. This can't be allowed to be the new norm: if you want to recollect some of your overspent budget, you complain to the vendors and voila: money back!

I feel like I just stood my ground in the middle of a tornado, but I'm still standing here.
off to work--
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
post #100 of 114
8/24/12 at 10:29am
Someone else had brought cupcakes? Was it a backyard potluck wedding? Everything the m.o.b. says makes the whole scenario weirder and weirder.

For what it's worth, I described this scenario to my husband and gave him 3 options:

A) Stand firm, apologize that they weren't happy, and offer nothing.
B) Offer a free anniversary cake or $25.
C) Offer a hefty percentage as a refund in fear of negative publicity.

He said probably A, maybe B, and never, never C. icon_smile.gif
How to Price Your Cakes
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How to Price Your Cakes
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post #101 of 114
8/24/12 at 10:33am
Quote:
Originally Posted by kelleym

For what it's worth, I described this scenario to my husband and gave him 3 options:

A) Stand firm, apologize that they weren't happy, and offer nothing.
B) Offer a free anniversary cake or $25.
C) Offer a hefty percentage as a refund in fear of negative publicity.

He said probably A, maybe B, and never, never C. icon_smile.gif


I'm not surprised, considering how you framed the question.

Change option C to something like "Offer a partial refund as a gesture of superior customer service" and you would probably get a different response.
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post #102 of 114
8/24/12 at 10:34am
After 18 years of marriage my husband and I don't have to play word games with each other. And we are quite aware of what constitutes superior customer service.

Edited to add: I was simply presenting the options presented previously in this thread. The hefty refund option to avoid negative publicity has been proposed by you, no less than 3 times.
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But in my view it's better to give a partial refund to someone who doesn't deserve it than to refuse to compensate a customer with a genuine grievance. These days, the amount of bad P.R. a pissed-off customer can generate will usually outweigh the cost of a refund.


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Agreed, the goal is to avoid potential bad reviews and other problems like credit card chargebacks


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If the cake was 74 servings the order must have been around the $300 range, IMO a $100-150 refund would be worth avoiding the potential storm headed your way.
How to Price Your Cakes
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How to Price Your Cakes
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post #103 of 114
8/24/12 at 10:35am
Thread Starter 
Tell him thanks. My dh and one of our long-term restauranteur friends said the same thing. I did A and sort of B. Bending over because they yell loud is not how I roll. No one should think that sort of behavior will benefit them.

I doubt I'll hear from them on the anniversary cake, and if they DO decide to claim it (seriously? really?), they will get a check from me for $25.00 in the mail. No way I'm having them set foot here and take home ANOTHER cake.

I had a stiff vodka and OJ last night, and I feel so much better today. Little on edge that the bride may still decide to show up this afternoon with 10 day old cake, but my door's always locked so--

you should see the 3 pretty cakes on deck for this weekend. I made GP flowers that I'm actually pretty excited about. Will post them soon. icon_biggrin.gif
Still love my job!
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
post #104 of 114
8/24/12 at 11:33am
Quote:
Originally Posted by Chef_Stef


Still love my job!



Stef, you made a cake that is my all time favorite cake. I'm glad you didn't back down and won't turn off your oven because of unscrupulous people.
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post #105 of 114
8/24/12 at 11:38am
Thread Starter 
Well that's one of the nicest things I've ever heard. Thanks!!! *sniff*
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
www.cakesbystefanie.com
When pricing cake, remember mom's advice: Try taking 150 guests in formal wedding attire to a nice restaurant for dessert, and see if you can get them all a piece of fresh, decadent, custom-designed cake for less than $4.00/sv!
Reply
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