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REFUNDING UPSET CUSTOMERS

post #1 of 47
Thread Starter 

Hi all,

 

On Friday I made and delivered 6 Christmas Fruit Cakes to a local bank. I had sent them some samples of the cakes and a flyer earlier in the month letting them know of the size and prices. Most of the orders were for my 6 inch cake which I quoted at $80 TTD or about $12.50 USD. 

 

Later Friday evening, I woke up to a bunch of missed calls and messages on my phone. Apparently, the customers did not like the SIZE of the cake and refused to accept it. I was dealing with someone in the bank who took all the orders and collected the money etc. She is the one who called me franticly that evening. 

 

Needless to say I was upset and it seems like they want a refund. The problem is that the cakes are STILL in the bank and will be there till they open on Monday.

 

I was thinking to refund the money to the persons who did not open the box. The box has a window so you can clearly see the cake. Those who opened the box will get no refund because Lord knows what they did with it. A lot of people are telling me NOT to give them the refund. "They ordered a 6 inch, when they got it they thought it would have been BIGGER and now they want their money back???? Heck no!"

 

Let me know what you guys think I should do. I am really upset and feel helpless because I cannot do anything until Monday.

 

Thanks guys.

post #2 of 47

It surprises me that people who work in a bank do not know what 6 inches looks like...

post #3 of 47

Oh how upsetting and now you gotta wait all weekend with this burning on top of your head. What a mess.

 

I don't know I mean the cakes are sitting there for days now by the time you get them back.

 

I probably would refund just to avoid any further flaring of emotions and all. 

But yes I guess just refund the unopened ones.

Try to bring about some calming.

But I would insist that they understand that you delivered exactly what you advertised.

 

So sorry this happened. Maybe others in the bank would want to purchase them instead?

In a perfect world huh.

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pablo picasso

 

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post #4 of 47
They received exactly what they ordered, and in my opinion you undercharged. $12.50 isn't a lot of money. Maybe once they taste it, they'll be reminded why they ordered it and theyll feel better about their purchase. I wouldn't refund the money.
post #5 of 47
I chuckled when you said a woman ordered them, the thing that came to mind is woman are constantly being told what 6" is by men... If you get what I mean lol!

On serious note, did you put on your advertising that they were 6" cakes? If you did then they have nothing to stand on when asking for a refund. I would say, I clearly stated on my advertising that they were 6" cakes. As a gesture of goodwill you could give them some sort of a discount, I'd probably say 10% or 20%.

If however, you didn't state they would be 6" then you could refund on unopened boxes.
post #6 of 47

How tall are the cakes?

 

Are these the black fruit cakes famous in the Carribean?

 

I think you sorely undercharged and the bank people are nutso.

 

The problem is the one lady kind of in the middle here. She kinda needs some relief I think.

She's gotta stay there and work with those people so...that makes a plot twist you have to factor in.

bad artists copy, good artists steal
pablo picasso

 

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bad artists copy, good artists steal
pablo picasso

 

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post #7 of 47
Thread Starter 
Quote:
Originally Posted by -K8memphis View Post

How tall are the cakes?

 

Are these the black fruit cakes famous in the Carribean?

 

I think you sorely undercharged and the bank people are nutso.

 

The problem is the one lady kind of in the middle here. She kinda needs some relief I think.

She's gotta stay there and work with those people so...that makes a plot twist you have to factor in.

They are EXACTLY that type of cake. Black Cakes. It took so long to make those things. I had 2 wedding cakes due THE SAME DAY. I ran my self ragged and was so tired after the whole affair. 

post #8 of 47
Thread Starter 
Quote:
Originally Posted by LisaPeps View Post

I chuckled when you said a woman ordered them, the thing that came to mind is woman are constantly being told what 6" is by men... If you get what I mean lol!
On serious note, did you put on your advertising that they were 6" cakes? If you did then they have nothing to stand on when asking for a refund. I would say, I clearly stated on my advertising that they were 6" cakes. As a gesture of goodwill you could give them some sort of a discount, I'd probably say 10% or 20%.
If however, you didn't state they would be 6" then you could refund on unopened boxes.

I will try to upload a pic of the flyer for people to judge for themselves. 

post #9 of 47

The bankers are idiots.

 

I'd advise all my friends & family to withdraw their money and get a new account somewhere else.

 

icon_biggrin.gif

bad artists copy, good artists steal
pablo picasso

 

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pablo picasso

 

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post #10 of 47
Thread Starter 

700g

post #11 of 47
,
Quote:
Originally Posted by LisaPeps View Post

I chuckled when you said a woman ordered them, the thing that came to mind is woman are constantly being told what 6" is by men... If you get what I mean lol!
On serious note, did you put on your advertising that they were 6" cakes? If you did then they have nothing to stand on when asking for a refund. I would say, I clearly stated on my advertising that they were 6" cakes. As a gesture of goodwill you could give them some sort of a discount, I'd probably say 10% or 20%.
If however, you didn't state they would be 6" then you could refund on unopened boxes.
I get it, but don't you thi k that the ladies would be quite surprised that the cakes were so big? Lol
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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post #12 of 47
Thread Starter 

HERE IS THE FLYER. Can anyone of you tell me what the hell the misinterpretation was for. I really love these blogs cause you can come on here and just vent and rant. I am sooo mad. I sat here thinking what the hell I did wrong??? I did not lie. I used 6 inch pans on a 6 inch cake. As you can see on the flyer the deadline for ordering was on Saturday 15th. THEY NEVER CALLED WITH THE ORDER ON TIME. The woman who i was liaising with called me Monday. I was mad about that too cause there was a cut off. Now I deliver the cakes and your colleagues are upset. One of the cakes is her order also and she does not understand who they don't know what 6 inches are. The thing is as someone said...she has to continue working there. So I cannot be rude. I just want to kick down that bank door on Monday and storm in there and grab my cake....FLING the money after them and leave. icon_mad.gif

post #13 of 47

 

 

I gotta little room in my jar called "Ashes of Idiots" but hurry it fills fast!!! hahaha

 

(I deleted the picture of my jar because I'm not sure if it's ok to post that.)


Edited by -K8memphis - 12/22/12 at 1:40pm
bad artists copy, good artists steal
pablo picasso

 

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bad artists copy, good artists steal
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post #14 of 47
Thread Starter 
Quote:
Originally Posted by -K8memphis View Post

700

 

I gotta little room in my jar but hurry it fills fast!!! hahaha

I LOVE IT. HAAAAAAAAA. Thanks for the laugh. 

post #15 of 47
Thread Starter 

AND ANOTHER THING. The woman in the bank is not answering my calls. Since she called me on Friday saying that they did not want the cakes I have called her about 7 times. She is not responding and I think that is most frustrating of all. I wanted to know if I could have gotten into the bank today. There are security guards there and probably some managers or two working or even a cleaner. Somebody could hand me my cakes and I would go back with the money on Monday. In fact, I think she eventually turned her phone off cause it kept going straight to voice mail. What the hell kinda Christmas is this????? Last Christmas I posted about a bride/friend who wanted me to do 750 piped cookies for FREE. I cried last Christmas and I am crying again. I am thinking about just packing this sh!t up and going to look for a job. A nice 9-5 and never doing this again. 

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