hi  need advise.  after 2 weeks of closure for the holidays i open my bakery to the public for the first time for the new year.  i never have cakes leftover in my shop.  we work with real fresh cream and my cakes need to be kept in the fridge.  on the dome of the cake is a sticker that states  KEEP COOL.  customer did not phone to report a problem on friday.  she walks in my bakery yesterday with the cake  hot and melted away. she kept the cake in the car for the wholke day yesterday not in a fridge.  i asked her how must i correct the problem of my product .  if she kept it in the fridge i could have tasted the cake and check if it is stale like she says.  although i only opened and started baking on friday again. there is no way the cake can be stale.  i said to her i am prepared to give her 50% back of the selling price.  she is happy with that.  when i gave her the money she got upset and ask me what is this.  my husband walked up to her and said in that case you dont get anything back from me.  you were wrong to keep the cake in a car and dont think that the cream would melt away and go sour of the heat of the day.  she went crazy and took the cake with her.  saying I'm not done with you yet.  you will see what i do to you.  i dont care about that.  i would like to know am i right or wrong.

You give instructions with each cake saying it needs to be kept cool. It is NOT your fault that your customer ignores this advice. I think you went beyond goodwill by giving her 50% back, it was not necessary. She has no grounds for complaint or to take things further.
 

What kind of person leaves a fresh cream cake in a car for a day?
 

AI get customers quite often that want to pick up a cake at 8:30 am and drive around with it all day while they run errands! It is maddening, and I tell them it should be the last thing you do before you go to the party. People just don't get it, but that doesn't make you responsible! As long as you tell them, they are not entitled to any sort of a refund.

And your husband is my hero for that! Mine would've stayed out of it, or made me wish he had! He is too darn nice to the person screwing us over, and too darn mean to me, saying I over react!

pretty upsetting--sorry that happened

rescinding the partial refund would reallybite though

even though she really wasn't due one

bad scene huh

hope it all gets firmly securely put behind you soon

just for sanity sake but

there might not be any sanity left at this point

not that she deserves it

but just to put out the fire

what could you do now??

if you did contact her it might get even worse

but at this point in my life there is almost no price too high to bring about peace

sometimes really stupid annoying ignorant undeserving people disturb my peace unjustly

if all it takes is dumb money to appease them--no contest

just moi

AThe customer is definitely in the wrong here in terms of keeping the cake in the car, but if you were in the customer's shoes and a vendor offered a refund then took it back because they didn't like your reaction you would be pretty pissed too. I probably wouldn't have offered a refund at all in this situation, but once you offer something it can make things much worse if you take it back.

If she kept the cake in the car all day, then you didn't need to refund the money. But once you decided to refund the money, and told her that you were going to refund the money, then you need to do that. Because now that your husband stepped in and said she can't have the money, she's angry.

Sorry that this happened to you. Maybe you should verbally tell them to keep the cake refrigerated, even though you have a sticker on the cake that says "keep refrigerated".

oh wait

so she did not like the cake on friday but did not call you

and instead of keeping it chilled so you could observe the alleged problem

she kept the cake in her car and it's certainly clearly spoiled now

oh

i would have offered the 50% or possibly fully refunded

depending on a few other variables

not that i believe her but just that there's no way to tell

she did return promptly with evidence even though she did not keep it properly

even if a lot was 'eaten' or missing off the cake plate

because you don't know how many people she served before she started to think it was not right

no way to tell for sure

messy mess so sorry

AIf she refused the refund that's that. Keep an eye out for online reviews where she claims that you sold her a stale cake so that you can either respond (in a professional manner!) or ask the review site to remove the review. Other than that what is she planning on doing? She sounds like a nut job.