My first complaint

I received this email from a customer this morning " id="yui_3_7_3_1_1351590160436_1004" rel="http://files.cakecentral.com/smiles/icon_sad.gif">

Morning Joelle,

Thank you for the cake. It was decorated exquisitely!!!

Unfortunately however I was very disappointed with the cake itself. My expectation was to have the same soft and light sponge cake as we enjoyed at my 40^th.

This cake was dense and heavy. Most kids simply poked at it and threw their slice in the bin. I did not even want to offer it to the adults collecting their kids.

Unfortunately the party is over. But please let me know what you suggest we do about the fact that the cake was not as it should have been.

Kind regards,

I'm going there later to see and taste.  Do I offer a full refund? What if there's nothing wrong with the cake? What if there is something wrong with the cake.  I feel awful!

Thanks everyone.  This is the second time this lady orders from me the first cake was for her 40th a bout 2 years ago and this was for her daughters 14th.  It was a two tiered cake and the top tier and half of the bottom tier were eaten.  I did go and see and taste it, the cake tasted really nice and she said so her self when I tasted the cake.  The middle of the cake was very dense something did go wrong with the baking.  I am refunding her some of the money but not all of it.  She is happy with that arrangement.  I must have my oven checked as this is the first time anything like this has happened.