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My first complaint

post #1 of 6
Thread Starter 


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">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 40th.



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!



 

post #2 of 6

Did she order another cake from you for her 40th birthday?  I'm just curious about what she thought she was getting versus what she actually got...

post #3 of 6

If there is still plenty of cake left I would give the customer a full refund.

post #4 of 6

it is a tough one. If there is a substantial amount of cake left AND you feel the customer has a valid point about the quality of the sponge then you probably have to bite the bullet and give a full refund. Most of us who have been making cakes for a number of years will genuinely know if something is not right so if you honestly feel this cake is fine then I would be inclined to suggest a good will part refund less your costs.

Amanda xx

Visit my blog, Crumbtales or have a look at my gallery of amazing cakes at amandamacleod

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Visit my blog, Crumbtales or have a look at my gallery of amazing cakes at amandamacleod

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post #5 of 6
Thread Starter 

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.

post #6 of 6
Quote:
Originally Posted by JoelleMonique View Post

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.

Sounds like you handled the situation nicely!!! Good job!!! icon_biggrin.gif

“If I was made of cake I'd eat myself before somebody else could.”
Emma Donoghue

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“If I was made of cake I'd eat myself before somebody else could.”
Emma Donoghue

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