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REFUNDING UPSET CUSTOMERS - Page 2

post #16 of 47
If she wants a refund she should deliver the cakes back to you. Leave one more message with a deadline for when you will no longer accepting the return, and if the cakes are not in your hands by that time she is out of luck.
post #17 of 47
Thread Starter 
Quote:
Originally Posted by jason_kraft View Post

If she wants a refund she should deliver the cakes back to you. Leave one more message with a deadline for when you will no longer accepting the return, and if the cakes are not in your hands by that time she is out of luck.

I like this. The problem is this is my husband's bank. The other workers don't know him but the woman who I am dealing with is his main go to person in there. I don't want there to be a sour relationship between them. I plan to go in there Monday bright and early and get my stuff back. I am incredibly passive so the thought of there being a confrontation scares the hell out me but if I am to run this business I have to grow a damn back bone. People will walk over you if you give them the chance. That is one reason I don't want to do discounts because they will want to tell me how much to discount it. 

post #18 of 47

I'm not quite sure why this is an issue.  They ordered and paid for 6" black cakes.  You delivered 6 inch black cakes.    You did exactly what you said you would do.  And, apparently as a favor, since they didn't get the order in on time.  How can they not like the size?.  6 inches is six inches.  There is nothing subjective about this.   The only exception to this is if black cakes are usually  much taller than what you made.  If that is the issue, they might possibly have a complaint, but I'm not even sure that would be valid. 

 

In my opinion, you do not owe them any kind of refund.  Of course, if you left lots of messages about refunding,  it might seem that you have no choice now, but even then, I would probably just say (when I finally connected with the person who I had dealt with) that after much consideration, you have concluded that no refund is due.   If you want to be overly nice,  you could offer coupons for 10% off on future orders, but I wouldn't even do that, it weakens you and makes it seem like they have a point, which they don't.  

 

Your husband is a customer of the bank.  They have to be nice to him, not the other way around.  After treating you this way, I'd think she would have to be extra nice to him to keep him as a customer, not that you have to make things easier for her.  Unless, of course, you are desperate to keep them as a customer. I would be happy if they didn't order from me again.


Edited by itsacake - 12/22/12 at 3:44pm
post #19 of 47
I agree with itsacake! How rude of them. I bet what happened is no one gave that woman the money to pay for them and she had to dish it out herself. No money back to them and if they can't let it go then get a new bank! U way supercharged too!
It's not "just" cake...it's my life!
WI State Representative for Icing Smiles...start 'Baking a Difference" today!
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It's not "just" cake...it's my life!
WI State Representative for Icing Smiles...start 'Baking a Difference" today!
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post #20 of 47
I got the impression that OP's husband is an employee at the bank, if he is just a customer then I would be less inclined to offer a refund at all.
post #21 of 47
Why should you refund? They got what they ordered. What will you do with the cakes you get back? I don't think you should refund!
post #22 of 47

I'm confused as to why there would be a refund...I wouldn't do it if you delivered what they ordered. That's a very low charge for that kind of cake anyway, in my opinion, so it's not like they can say the value of what they bought wasn't there...

post #23 of 47

Whew! I'm SO SORRY you're going through this! Hmm. I don't think you should refund anything.Your flyer was clear. Have your lady-friend go to work with an inch tape so they can see that they got their six inches of cake. I trust the cakes were at least 3'' high? For $80. that's a steal! Give them the phone number for KISS BAKING CO. for next year...

post #24 of 47

There must be something about banks... My bank contacted me to order a birthday cake for an employee.. They had a $30  budget?? really... To be nice I offered to do an 8in basic buttercream cake.. An employee at the bank called me requesting a "sushi shaped or fondant cake with lots of fondant flowers" .. I expained to her that would go way over their budget.. she said they only needed the cake to feed about 6 people... I told her I could do a 6in round cake with a few fondant flowers and a name.. she agreed..

  When she came to pick up the cake, she was said it was so pretty....and  she refused to pay the sales tax because the year before she ordered a cake from me when I was working out of my home.( I now have a shop, so I charge sales tax like all normal businesses)..She stormed out of the store.. She calls me back and tells me that the cake I made was way too small for the price $30??? really ??? and continued arguing about the sales tax.. which was like $2.70... SO I called the bank manager and explained the situation.. She apologized and sent someone else to pick it up and pay the full amount.. Apparently the lady wasn't supposed to call and change the order at all, she took it upon herself.. People can be so ignorant and demanding.. I mean .. what the h#ll. ..???

post #25 of 47

OH, and I would go to the bank with my flyer in hand... and a ruler.. I would say, "Oh, I thought there was some mistake. No, these are 6in.. You were charged the correct price. What exactly is the problem here?? Oh, is the bank manager around?? hmmm..." yeah ....NO REFUND

post #26 of 47

I'm sorry you're going through this OP. The only thing I can come up with is a suggestion for next time. You said 6 inch cake but we all know that doesn't exactly tell much about the overall size of the cake. A 6x2 single layer is much smaller than a 6x4 double layer even though they're both "6 inch cakes." Maybe you could include full dimensions in simple terms for 'laymen.'

post #27 of 47

Maybe so but the black fruitcake is a very definite very special type of cake for that part of the world, well known.

Those fellow Trinidadian ladies knew what they were purchasing as far as that goes I think.

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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post #28 of 47

Please let us know what happens Monday when you go to the bank.  I am hoping that once they have tasted your cakes that they will change their minds. I am sure it tasted great!!!  They paid for 6 inch and got what they paid for and got a great price!!!! What more could they ask for???

Good luck/Mary
 

post #29 of 47

I'm sorry that you feel like you need to refund at all; you don't. I agree with mskerrih. I would make the decision that you did what you were asked to do, AFTER the deadline, and go in there with that attitude. Take the flyer, the ruler and ask what the problem REALLY  is and see what happens. At least then she will have to come up with a valid reason for sending them back. ANYWHERE you go and ask for your money back you have to have a reason.  It doesn't have to get ugly and probably won't. Good luck and let us know what happens.

post #30 of 47
Thread Starter 
Quote:
Originally Posted by vgcea View Post

I'm sorry you're going through this OP. The only thing I can come up with is a suggestion for next time. You said 6 inch cake but we all know that doesn't exactly tell much about the overall size of the cake. A 6x2 single layer is much smaller than a 6x4 double layer even though they're both "6 inch cakes." Maybe you could include full dimensions in simple terms for 'laymen.'

I have decided that next time...if there is a next time cause this sort of thing breaks your baking spirit...next time I will do paper cut outs of the size of the pan and send with the flyer. They will get some 6 inch circles so they can see the ACTUAL size. 

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